Sunrise Slots Casino - Player’s withdrawals have been delayed.

I’ve been waiting for this withdrawal since I first requested it on July 11. Every time I email them I get the same response, usually just copied and pasted. These people are liars. I’m expecting a baby any day now and this money would have been helpful a long time ago to be able to get ready for her. Completely disgusted by Sunrise Slots.

Here’s an email from August:

Hello April,

At this moment there are two transactions in transit with the processor for $4015 + $20 Service fee Wire and $2280 + $20 Service fee Wire.

Please be aware that "in transit" means that the payment was sent to the third-party companies and is in route to your bank.

Keep in mind that this is not a bank to bank transaction; it goes through several banks before it reaches yours; so we cannot provide an exact time frame. We will contact you as soon as we receive the processor's confirmation.

Also, be aware that sometimes you will receive the payment before we receive the confirmation. In case that happens, we will appreciate if you let us know.

Nathan G*****

Finance Team

Dear aprilahoran,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if these hae been your first withdrawals in this casino? Do I understand correctly that your payments were processed by the casino but never reached your bank account? Have you received any transaction tracking numbers?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but four months is abnormally long time.

Nevertheless, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

Yes, this was my first withdrawal from the casino. That is correct, they have been processed by the casino but never made it to my bank account. I have not received any transaction tracking numbers. They keep saying they can’t tell me anything other than "it’s with the processor".

Thank you for your help!

Thank you very much, aprilahoran, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear aprilahoran,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Sunrise Slots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

Apologies for the delay, I have reviewed the situation and submitted a formal inquiry with our 3rd party payment providers as to the status of payment aprilahoran. Hopefully I have further information for you shortly.

Best wishes,

Nick and Sunrise Slots

Thank you for checking.

Greetings all,

We have confirmation of payment from our 3rd party payment provider, funds should be arriving in your bank account in the coming business days if they have not already.

Best wishes,

Nick and Sunrise Slots

Dear aprilahoran,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Hi Stefan,

I did finally get my deposit. Thank you so much for your help. Your help was huge, they had to finally stop ignoring me. Anyone who has a late deposit needs to come to Casino Guru!

Dear aprilahoran,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan