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

My withdrawal was approved on November 29 I had requested it be sent to my Bitcoin wallet so I could have it quickly. The next day I received an email stating they were experiencing issues and delays with Bitcoin and to submit my bank account info so they could send it there which I did. They approved this withdrawal method and said it would be in my account in 7-10 business days, it has not appeared so I called them and was told it still hadn't been sent but would now be accelerated so I should have it in 7-10 more business days. They are still accepting deposits through Bitcoin so why can't they pay out that way? They keep sending me bonus invites if I deposit from Bitcoin..I just don't understand what is going on...

Hello moviebox0703,

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

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that if you can deposit with a payment method it doesn't automatically means that you can also use it to withdraw.

Looking forward to your answer.

Regards,

Nick

My account was verified on December 2 and I won using a bonus. I spoke with them again yesterday and they said my payout hadn't even been sent yet even though it was already past the time I should have received it according to their timeline.

Hello moviebox0703,

As we also recommend to wait at least 14 days after the verification for the payout to be processed, can you please advise if there's any update with the payment since your last post? If not, we will try to intervene.

I sent them an email asking if the payout had been sent to my bank account yet and they responded that they were experiencing delays due to the large number of payouts they have had lately. I responded that mine was approved almost a month ago.

I just received another email saying they are experiencing 5-6 additional weeks for processing! This is crazy!!

Thank you moviebox0703 for the update. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi moviebox0703,

I've just reviewed your case and fully understand your concerns about the delayed withdrawal. I'll try my best to help you by contacting the casino.

Dear Sunrise Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please provide us with more information regarding the case?

I'll set the timer for 7 days and hope to hear from you very soon.

Best regards,

Natalia

Greetings all,

Just confirming that two payments went out for a total of $2821 on the 28th of December vi Bitcoin, from what I see here that would be the payment listed here as well as an additional approval released at the same time. We should be clear here and paid in full.

Best wishes,

Nick and Sunrise Slots

Dear Nick and Sunrise Slots, thank you very much for the response.

Dear moviebox0703, as you can see, the casino confirmed having paid out. I hope that you will receive your funds soon. Please, let us know if there're any positive updates regarding your case. I'll set the time for 7 days for you and hope to hear from you in this timeframe.

Best wishes,

Natalia

Dear moviebox0703,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our last messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Regards,

Natalia