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

I joined this casino last month and won a small amount of money. It was approved in 2 days. I received this money 16 business days later.

On Feb. 9 2023 I deposited with a 280% No Rules Bonus. After playing for awhile I had $700 in my account and played one more game and then had a balance of $10,700.00. I then played back $1700 leaving me with a account balance of $9000.00. I then made a withdrawal of $2475.00 bank check . There max withdrawal is 2500. I made another withdrawal on a bank check and 2 more on a wire transfer. A few hours later Jessica a casino representative called me and said that the bank checks are all set up in your account already and there is nothing more to do. She recommended them instead of wire transfers. I asked her if she was going to take care of the changes. She said she will. This was on the 9th of Feb. I waited until Monday Feb 13th and I saw that nothing was changed on my account for the wires. I cancelled the 2 requested wire transfers myself and the made 2 more bank check withdrawals. Now I have 4 bank check requests that are over 5 days. They still have not been approved. The last win from last month the requests were approved in 2 days. I contacted chat service several times and I really couldn't get a straight answer from them. One said they are under review? another rep said we have a lot of requests, another rep said you will get yours eventually like others do.

Dear zena5755,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawals and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawals approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawals, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hi, my account is fully verified and is setup to receive bank checks only. As previous stated, there was 1 small withdrawal when i first joined that was approved within 2 days and I received it in 16 business days. It is now 7 business days and the 4 bank check withdrawals are still not approved so they will not be sent to me and they will not just show up in my account. They are checks.

As stated before they should have been approved already.

I will wait a few more days.

I also will send you some important information to your email

I fully understand your frustration, zena5755. However, I will set the timer for additional 8 days allowing to casino two full weeks to process the payment and if there’s no development by Monday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawals. Thank you in advance for your patience.

Thank you, I appreciate your help.

No problem at all. I'll check back with you next Monday 🙂

I tried to contact customer service today. I waited over 20 minutes and they never answered me.

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Welcome to Live Support. Before finding the best agent to assist you, please help us expedite things by typing your request or question here:

Hi, I have 4 requested withdrawals that should have been approved. It's been 7 business days

Thank you for contacting us.

One of our representatives will be with you shortly.

They never responded

Please bear with me till Monday and then we will intervene. Thank you, zena5755.

Ok, thanks.

Thank you very much, zena5755, for providing all the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@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 zena5755,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Sunrise Slots Casino to join the conversation and aid in the resolution of this complaint.

sent you an email

Greetings all,

I have reviewed the situation and had the next withdrawal in line approved, it will be disbursed as a physical check which by the notes in the account is adamantly the only acceptable withdrawal method. I have to ask if you would not consider Bitcoin for the sake of expediency zena5755. With physical check this promises to be a long and drawn out process as we have standard 3rd party processing times, physical delivery, physical deposit into the bank account, then however long it takes the bank to clear it before we can move on to the next payment.

Bitcoin would definitely be recommended.

Best wishes,

Nick and Sunrise Slots

Dear zena5755,

are you aware of the fact that withdrawal with a physical check will take a long time? Are you okay with that or will you consider using Bitcoin instead?

I have no interest in Bitcoin or any other crypto currency. Please keep my payments as checks. This is best way for me. Please approve my other 3 withdrawals ASAP. Then send them each 10 business days apart. I think that is fair.

Thanks for your response.

My first check from you a month ago came Fedex and after deposit it cleared in 1 business day.

Dear Nick and Sunrise Slots,

Could you please provide us with an update on the withdrawals? Thank you.

Sunrise, I would appreciate a response from you. Its been 30 days since my requested withdrawals, 7 days from first approval that you said was in line for payment and I received no notification of payment sent. Now besides that we have 3 more approvals to go with payments. Please respond asap and send my payments.

Thanks

Greetings all,

Payment was released to our 3rd party payment providers for disbursal as a physical check yesterday, March 8th. We are most likely looking at 10 business days and beyond on delivery due to the nature of the payment method. Once it is available for delivery you will receive an email with tracking information zena5755, please remember that checks are for physical deposit at a bank branch only.

Best wishes,

Nick and Sunrise Slots

Hi ,I have no problem with 10 business days. Please get another withdrawal approved in the meantime and get that ready for release.

Dear Nick, please let us know when you approve the second withdrawal for payout. Thank you.

Nick You deduct a $40 fee from my winnings for each check. It should be sent Fedex Next Day Air for that amount. Delivery in 1 day. All other casinos do it that way except they charge $30 fee for Next Day Air. One day delivery. Why is your fee $40 and then you say it can take 10 business days and beyond on delivery because of the nature of the payment method. It is a check. A very simple payment method. Nick can you please explain this? Something is not right here!!

Note: So if it takes this long to get the check based on your explanation (the nature of the payment method) then I think you should approve the 2nd next in line withdrawal of $2500 requested on Feb. 13, 02:47 pm A.S.A.P. so it does not go beyond the 10 days as you previous mentioned in your last response. This would be the correct way of handling this.

And so on for the 3rd payment of $2495.00 and the final payment of $1500.00

Greetings all,

I have been informed that we should have an additional approval on Thursday. All payments to and from our players go through our 3rd party payment providers and are subject to their timeframes for processing and delivery of payment. Once paid out by the casino the delivery times as said are generally about 10 business days plus minus but can go beyond that due to limitations and volumes with our 3rd party payment providers.

Best wishes,

Nick and Sunrise Slots

I received an email today with the tracking information and the total amount paid for the first withdrawal

The total amount paid is incorrect. see below

Paid 2345 + $40 Service fee Check.

-------------------------------------------------------------------------------------------------------------------------------------------------------------

Should be $2435.00 not 2345.00. I think they got the numbers backwards.

Mar. 02, 11:11 am Bank Check Withdrawal approved $-2475.00 less 40 fee equals 2435.00

_____________________________________________________________________________________________

Dear Nick, can you please look into the matter? Plus let us know when the following withdrawal is approved. Thank you.

Second withdrawal approved today. It took the first withdrawal 13 business days after approval to get sent out. Hopefully it will be faster for the 2nd withdrawal approved today and the last 2 withdrawals after.

Good News. I received the first withdrawal check today and it is the correct amount.

Thanks

Hey all,

Good stuff. An additional payment was issued on March 16th, if you could confirm when the check is delivered, deposited, and cleared with your bank we can move forward on the next payment zena5755.

Best wishes,

Nick and Sunrise Slots

Nick, The first check that was approved on March 2, 2023 was received on March 17, 2023 and deposited yesterday and already cleared my bank.

Thanks

Dear Nick, please let us know once the payment is made.

Greetings,

As I stated previously there was an additional payment released to our 3rd party payment providers for disbursal on the 16th of March and should be arriving some time soon.

Best wishes,

Nick and Sunrise Slots

Today is the 11th day since March 16th. Hopefully I get notification that the second check was sent out.

Dear Nick, are there any updates regarding the payments?

I received the tracking info on the 2nd payment . Please approve the next 2 remaining payments

Thanks

Zena

3rd withdrawal approved today Mar. 30, 01:04 pm

Bank Check Withdrawal approved

Requested 2023-02-13 02:48 pm

Thanks

Greetings all,

Just confirming that the next payment was released to our 3rd party payment providers for disbursal as a physical check on the 30th of March and should be arriving some time in the not too distant future.

Best wishes,

Nick and Sunrise Slots

Hello all,

please let us know when the 3rd payment is successfully paid out.

Greetings all,

Today would be buisiness day 5 heading into a 4 day Easter weekend. 3-10 business days from the date of payment by the casino to the 3rd party payment providers is standard, a bit of patience and we should see it come through.

Best wishes,

Nick and Sunrise Slots

Today is the 8th business day on the 3rd payment. Still waiting for notification of the check release and tracking info from Sunrise payments.

Dear zena5755,

have you received the notification of the check release yet? Please let me know.

No, I have not received any notifications from payouts at Sunrise. Today is the 10th business day from March 30 2023 approval for the 3rd payment.

Update: 4th withdrawal approved April 13th. No update on 3rd withdrawal check being sent out.

Thank you for the update. Nick, can you please look into the matter of the 3rd withdrawal check?

Today is the 12th business day from March 30th approval of 3rd check to be sent. (18 regular days from March 30, 2023)

I received no notification of check sent.

Greetings all,

The funds have been paid out by the casino to our 3rd party, we have no control of delivery times and will be informed of the tracking information via email as will be the player. This is a physical check we are talking about and delays are possible, please be patient and hopefully it will arrive in due time.

Best wishes,

Nick and Sunrise Slots

Greetings all,

have you received any tracking information about the third check yet? It seems that this delivery takes a bit longer than the previous ones. I'd like to make sure everything is in order. Thank you.

Greetings Veronika,

I had a look and there is still no tracking information available, presumably it is still waiting on processing and disbursal.

Best wishes,

Nick and Sunrise Slots

Processing ? and disbursal ? from 27 days ago (19 business days ago) since approved. That's a long processing time. Maybe its sitting under a pile on someone's desk.

Dear Nick, would it be possible to inquire with the 3rd party payment provider as to the status of the payment, since it's taking longer than expected? Thank you.

Update: I received the 3rd payment today. I did not receive an email with the tracking numbers though. I was just notified by the shipper.

The last payment has been approved. Please send asap.

Thanks

Dear Nick, would it be possible to arrange for the last payment to be sent out faster since the 3rd payment had been delayed?

Apr. 13, 01:11 pm

Bank Check Withdrawal approved (11 business days ago)

Requested 2023-02-13 02:49 pm

4th and final payment. Please send!

Greetings all,

Just back from the long weekend, I'll see what can be done to get that last payment out to our 3rd party payment providers.

Best wishes,

Nick and Sunrise Slots

Thank you. Please let us know about the outcome.

Hi, It's been 14 business days since approval of final check (April 13 2023) and 20 regular days. Please send the final payment A.S.A.P. and lets move forward.

Thanks

Greetings all,

Just confirming that payment was issued yesterday May the 4th to our 3rd party payment providers for disbursal as a physical check. As previously we are looking at 3-10 business days on delivery as a general rule, once the check is available for delivery tracking information will delivered via email.

Best wishes,

Nick and Sunrise Slots

ITS ALREADY BEEN 18 BUSINESS DAYS SINCE APPROVAL. NOW I HAVE TO WAIT ANOTHER 10 BUSINESS DAYS NICK?

Nick, I understand that delivery may generally take several business days, but it is vital to ensure that players are not waiting an unreasonable amount of time to receive their winnings. We urge you to expedite the delivery of zena5755's check. The player has been waiting for four checks to be paid out since February. Now it's May. Delivering the last check as soon as possible would be a sign of respect for a loyal and very patient player.

Please take all the necessary steps to ensure that this matter is resolved as quickly as possible. Thank you in advance.

Greetings all,

Unfortunately once payment has been issued to the 3rd party payment provider we have no control over delivery time, hopefully it arrives soon however once again with a physical check there is certainly the opportunity for delay.

Best wishes,

Nick and Sunrise Slots

Opportunity for delay? A check form of payment is the most simplest way. It's just a piece of paper from your bank account a lot easier than other types of payments. Today is 21 business days and a month of regular days from April 13th. You said 7-10 business days after money sent. Maybe its sitting under a pile on someone else's desk this time. I have been very patient Nick!. Tell the 3rd party?? to send out my last payment now! It's late.

There seems to be payment delays no matter what payment types players choose.

Nick, Today is 22 business days from approval of last payment.(April 13,2023) You said 7-10 business days.

Its now a month later. Tell your 3rd party to send my check. It is very late!

Dear Nick, have you received the tracking information? Today is the 10th business day since May 4th when the check was issued for disbursal.

Hello I received my final payment today

Thank you

Dear zena5755,

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,

Veronika

Casino.Guru