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

Hello early in October I won 5000 playing at sunrise slots, I played with half and withdrew the other half. It was approved for withdrawal almost 2 weeks later and then I was told 10 days until I receive my withdrawal. 10 days passed and they claimed the payment processor was backed up. I continued to wait and sent emails back and forth with payout team they claimed they escalated it and I’d be payed out soon.

after waiting another month they are now saying there were two transactions for a total of 80$ disputed under a credit card I’ve never seen in my life, and are now saying I need to verify these documents and agree to have dispute plus fees deducted from my winnings. Even tho my withdrawl was supposed to be sent LONG before these "transactions" came up. It’s been almost 4 months and I feel I’m getting no where with them I agreed to have the "dispute plus fees removed from my winnings" and still nothing. It’s very frustrating and makes winning here absolutely unenjoyable I do not recommend anyone to play here.

Hello Eclipse777,

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 was your account fully verified before you deposited again? 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?

Looking forward to your answer.

Regards,

Nick

It’s was fully verfied in October right after I won the first time and then I played some more

and I used their welcome bonus and I constantly email the payout team and receive 1-2 responses a week but it’s always the same thing.

"we’re having problems you’ll get it soon blah blah blah"

Hi Collin

Hope you are doing well today

Unfortunately we don't have any updates at the moment, as soon as we get any news we will let you know. 

Our apologies on the delays

Best Regards

Allison

Hi Collin,

 At the moment I cannot give you an exact timeline for the BTC withdrawal. But as soon as it gets paid I will inform you.

Best Regards

Emily

Thank you Eclipse777 for all the information provided. 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 Eclipse777

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

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

Dear Sunrise Slots Casino,

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

Greetings all,

I reviewed the situation and it appears you were in contact with our service department on the 13th of December, they discussed the disputed casino deposit as well as requesting you provide documentation regarding one particular credit card we did not have on file for you. It would also be good to update your Bitcoin account information as it's been some time since provided.

Once this stuff is in order I should be able to assist.

Best wishes,

Nick and Sunrise Slots

Hi Collin

I understand and we apologize for all the inconveniences caused. 

Please know that you will receive your winnings.

As soon as we get any updates on your payment we will let you know.

Best Regards

Allison

this is 3 days ago.

ive told you guys over and over again I DID NOT USE THIS CARD I DO NOT KNOW WHERE THIS CARD CAME FROM I DO NOT HAVE IT AND CANNOT VERIFY IT

I agreed to having the said disputed transactions removed from my withdrawal

but I’d like to mention my withdrawal should of Been sent LONG LONG LONG before these "transactions" accrued

if you guys didn’t take over 2 months extra time from the 10 days after approval this would not be a issue.

im willing to ignore that fact as I’ve waited more then enough and take the loss of the 80$ disputed charges removed from my withdrawal.

once again because you didn’t seem to understand the first 4 times

I do not have this card

I did not make these transactions

I did not disputed these transactions

and I can not verify a card that isn’t mine

but you need to understand my money should of been in my hands over a month before these transactions took place so what can you say about that?

I even offered to except 2000 instead of 2500 due to the complications with the card if they’d just pay me already and they claim the "disputed charge is 80$" so I feel my offer of 2000 is more then generous considering you’ve made me wait 2 months past the date I was supposed to receive my withdraw and the fact I should of had it before this issue arose

I don’t even care to play here anymore after this you can close my account after you pay me

And I’d also like to throw out there I keep getting emails saying "withdraw in bitcoin and get payed out in 48 hours" so why am I waiting 4 months?

Dear Eclipse777,

I fully understand your frustration, but please understand, that before every withdrawal the casinos undertake a gameplay check as well as KYC and AML check that in some cases can take even weeks, another thing is the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands."

I can agree with you that the whole process can be done more quickly or more user-friendly, but casinos need to follow certain regulations and processes.

Dear Nick / Sunrise Slots

This looks like a rather unusual situation. I understand that no system is perfect, but could it be that there was some kind of mistake or technical glitch on your side to request a verification of a card that, as the player claimed, is not theirs?

Well

Hi,

I hope all is well.

 This is a courtesy email to inform you that your latest BTC withdrawal has been paid.

 chqy5n8l7e

Paid $2305 + $40 Service fee + $80 CHB trace 66707185 + $75 CHB fee Bitcoin 

Wallet used:bc1q40rdc5lsw338t2epmcfu38l5syga3k3jg878wv

BTC Amt:0.13725148

Unique ID:b3ba1f17674b865dcdffee1bb5bdb9e2300269b4594a4a45a8f7606a3ec1b671

Please make sure that the balance is available in your wallet.

 Best regards

Emily Smith

Finance Team

I woke up to this 🙂 thank you Emily smith, I can confirm the funds are in my wallet and payed I don’t know why nick was saying all that stuff about verification first but after a long long wait they payed!

Great news, Eclipse777. I'm glad to hear that you successfully received your winnings.

The response from Nick was based on the information he had at the time, this has obviously changed and once all the relevant information has been collected and checked your selection has been processed and I'm happy this has been sorted.

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