Sunrise Slots Casino - The player's withdrawal is delayed.

I have been an avid player at sunrise slots casino for years now. I’m now a level 4 VIP member with 5 being the highest. I have always made my deposits via bitcoin and I finally decided to make a withdrawal request of $2,500 from a tournament I won in total of $5,000. I played half of my winnings and requested to cash out the rest. This tournament was specifically for those who have made an initial deposit prior to being able to join the tournament. I’ve submitted my payout request of $2,500 on 11-02-2022 and got approved for it on 11-04-2022 via btc payout since I’ve received tons of emails in the past stating bitcoin withdrawals have a 48 hour fast process. My account has been verified for payouts for 2 years now and I was also told most recently that my account is still approved and verified. I did not use any bonus for this payout request. This is my 2nd time making a withdrawal request after 1 year in a half ago. I was told my several agents on chat and over the phone that I should receive my payment within 7-10 business days after payout approval which was on 11/04/22 and it is now 11/23/22 and each time I speak to an agent I’m told that they have escalated this to the finance department. It would mean the world to me if you guys can help expedite this payout because I could really use it for something important. If you have any questions feel free to reach out I will attach screenshots from chats

Hello Msmaniire,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunrise Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Were there any conditions for the tournament which you win from? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

my account has been fully verified for almost 2 years I’ve also recently been told a month ago that my account is still fully verified and there’s no necessary documents needed from me.

Ive spoke with agents prior to me making the payout request for this invite only tournament and he confirmed that I meet all the eligibility to withdraw. It was mainly that I’ve made a deposit within 30 days and that I did.

last I spoke with an agent was couple days ago and i was trying to find out the status of my payout since I should’ve already received it and I’ve gotten the same response from other agents only now it went from 7-10 business days to they don’t have a time frame and it should be "soon"

Any update?

Hello Msmaniire,

As your withdrawal is delayed over the recommended waiting period, I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Msmaniire

I'm Michal and I have taken over your complaint. I will contact the casino to see if I can help.

We would like to invite Sunrise Slots Casino to join the conversation.

Dear Sunrise Slots Casino, 

Can you please provide some information regarding the long delay of the player's withdrawal?

Greetings all,

I've the reviewed the case and I'll see what can be done to assist. Could you kindly confirm your Bitcoin address for me Msmaniire? If you post it here I'm certain Michal will be kind enough to lock the post from prying eyes.

Best wishes,

Nick and Sunrise Slots

Id like to point out that I have also sent my btc address to the payouts department via email as I was instructed and have been confirmed that you guys have received it.

Hello

Can you confirm that my btc address has been received please?

thank you

Hey all,

Thanks so much for the confirmation, the Bitcoin address is received and posted in your player account. Moving forward now on seeing what I can do to get this out the door for you. Thanks so much for your patience and cooperation.

Best wishes,

Nick and Sunrise Slots

🙏🏼 please & thank you Nick

Thank you for the response, Nick.

Dear Msmaniire

Please allow a bit of time for the transaction to be processed and let me know once you successfully receive the funds.

I’ve received payment this morning !!! Thank you guys so much !!!

Great news, Msmaniire. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal