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

I have two withdrawals that have been over 2 months since they were approved, I keep getting the run around saying it is a delay with the processor. Their policy is 7-10 days after approval and it is now 60+. I have a withdrawal for $672 on 8/30/22 and $326 on 9/6/22.

Dear buglew,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Do I understand correctly that your withdrawals are still pending inside your account without being processed? Have you been given any explanation of what caused the delay?

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

However, 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

No they have been processed out of my account but not deposited into my bitcoin or bank account. I just chatted with them a few minutes ago and they said they need my bitcoin address even though they just deposited my first withdrawal that was over 60 days old into it on 10/21. I copied and pasted an email saying they received my wallet address and then all of a sudden they say that they will get it payed out but won't give me a timeline and say to check back in 24-72 hrs even though this is the 5th time I have checked back. It is the same old run around.

Thank you very much, buglew, 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 buglew,

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

Thank you. I appreciate the help.

Greetings all,

I have reviewed the situation and submitted a formal inquiry as to status of payment, hopefully I will have further information shortly.

Best wishes,

Nick and Sunrise Slots

I have 3 other withdrawals that have now passed the 10 day mark after approval without payment.

"How long does it take to receive my winnings?

Sunrise Slots Casino prides itself on providing prompt payouts. Withdrawal times may vary due to processor availability, but the general time-frame for withdrawals is 7-10 business days to be approved and 7-10 business days to be sent, plus the delivery time. Please be sure to check our rules section to verify the timelines for receiving your withdrawal. Requests must be made through the casino cashier. Simply enter the amount you wish to withdraw, select a withdrawal method from the left hand side of the cashier screen, and we will notify you by email when your withdrawal is requested, approved and sent."

This is your policy and these are the payouts that have not been paid that are more than 10 days past approval.

Date Requested Method Date Approved Approved Amount

11/10/22 Crypto      11/11/22 $589

11/09/22 Crypto       11/11/22 $688

11/06/22 Crypto      11/08/22 $1188

09/04/22 Crypto          09/06/22 $326

08/28/22     Crypto     ` 08/30/22 $672

The total is $3463

There is also a pending withdrawal that has been past the 7 day mark without approval for $1275.

Full total due to me is $4738

They paid $979 on 11/29/22. That still leaves $1275, $589, $688, and $1188.

Greetings all,

Thanks for confirmation of receipt buglew, the next payment in line should be going out in the following business days. Keep us posted and if necessary I can assist once again.

Best wishes,

Nick and Sunrise Slots

Dear buglew,

Could you please confirm if you have received additional payments?

I am looking forward to your response.

Kind regards,

Stefan

I have not received additional payments. I received a voicemail that you all needed to verify my bitcoin address. It’s the same one you have used before. I sent ANOTHER email to payouts with the SAME bitcoin address. I have not heard back.

Hey buglew,

I believe that was sent in error. Not seeing anything related to it within your casino account, but if you could kindly re-confirm your Bitcoin address I'd appreciate it. We try to do this every time to prevent errors so sorry for the hassle.

Best,

Nick and Sunrise Slots

Hey all,

Just confirming that we should be paid in full now, payment went out via Bitcoin a few minutes ago and has been confirmed received in Blockchain Explorer. 🙂

Best wishes,

Nick and Sunrise Slots

Not paid in full. There is still one last one for $1275 approved on 12/9/2022 that hasn't been paid. All others have been paid as of 12/15/2022.

Hey buglew,

I see the withdrawal in question, we'll see what can be done on our end.

Best wishes and happy holidays,

Nick and Sunrise Slots

As of 12/22/22 all due have been paid. Thank you for the assistance.

Dear buglew,

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