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

I requested separate withdrawals on 12/22/22 of 2500, 2500, 2500, and 1250 for a total of 8750. All of them were approved, with the first one being approved on 12/26, the next on 1/3, 1/9, and the last one on 1/16. I received 2456.67 for the first withdrawal on 12/30, but none of the other withdrawals have shown up yet. I have reached out multiple times and every time I get them on chat it’s a different reason as to why the others are being delayed and every time they "escalate" my request, but still no payouts. This is very frustrating, as I have spent thousands of dollars on this website and when I pay it’s instant, yet when they need to pay out they give the runaround and don’t pay. We are well past their posted payout times, and at this point I have lost all faith that they will pay the remainder of what is owed. Thank you in advance for your help!

Hello Bpederson2006,

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? Did you accumulate your winnings with real money or did you use a bonus? Didn't the casino apply some kind of monthly withdrawal limit on your account?When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

There was a bonus of $225, which they backed out of the withdrawal approvals, so I guess technically they still owe me $6025 not $6250. I last chatted with them 2 days ago and all they said is they are really backed up with withdrawal requests and they would escalate my request (same thing they’ve said the last 10 times I chatted with them). Every time I’ve chatted with them they have said I will be paid, they have never said they don’t owe me the money. The agents have verified that the remaining funds have been approved, they are just waiting on the orocessing company to issue payment. Their website does not mention anything about a weekly limit. We are also way past the processing time for payments. Here is the rules from their website for withdrawal times. All the withdrawals have been approved as you can see in my attachments, they just haven’t paid them all yet…

All withdrawal requests must first be reviewed and approved by the casino before being sent for payment.

All withdrawal requests will be reviewed and approved, or denied, within 7-10 business days of your request.

Your payment will be made within 7-10 business days after approval.

Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees.

i forgot to answer the first part of your email. My account was fully verified right after my withdrawal requests were made. They have asked me to verify my Bitcoin address a few times in the chats and I have done so each time they have asked.

Thank you Bpederson2006 for all the information provided so far. 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 Bpederson2006,

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 had a look and I'll see what I can do to assist here. I see your Bitcoin information is a bit outdated Bpederson2006, if you could confirm that Bitcoin address for me here I'm certain Michal will be kind enough to lock the comment to keep it from prying eyes.

Best wishes,

Nick and Sunrise Slots

Thanks for the response Nick / Sunrise Slots.

Dear Bpederson2006,

Please provide your latest Bitcoin address and hopefully, Nick can push the payment your way asap.

Thanks for the response, Bpederson2006.

I understand your disappointment with the whole process so far. We would like to see every payment to be processed ideally on the same day, but I'm confident that Nick will do his best to get this sorted for you asap.

Greetings Bpederson2006,

I apologize for any apparent redundancy, we confirm Bitcoin addresses frequently as they tend to change frequently and over-caution is better than sending a transfer to an address you can't access. I sent you an email, please respond if you would.

Thanks,

Nick and Sunrise Slots

I replied to your email with the information you requested.

Thank You!

Dear Bpederson2006,

From the information we have, your withdrawal should be processed soon, so please let us once you have received it.

Fantastic, thank you for the help!

Greetings all,

I've been informed that an installment has been issued via Bitcoin, could you please confirm delivery bpederson2006?

Best wishes,

Nick and Sunrise Slots

Yes I received a $2500 deposit. I’m still waiting on the other 2. Thank you for your help, I really appreciate it!

Good news, Bpederson2006.

We are not there yet, but we are moving your complaint in the right direction. I hope that the remaining withdrawals will hit your wallet soon.

Keep us updated, please.

Thanks for the update. They haven’t hit yet….

Dear Nick / Sunrise Slots,

Can you please give us an update on when will the remaining funds be issued to the player?

Hey all,

I sent an email last week requesting a confirmation of Bitcoin address Bpederson2006, could please reply to that?

Best wishes,

Nick and Sunrise Slots

I just checked and I did not receive any emails last week. Why do you need my Bitcoin address again? I just provided that to you guys for about the 8th time….

Thanks for the response, Bpederson2006.

Dear Nick / Sunrise Slots,

Can you please give us an update on when will the remaining funds be issued to the player?

Greetings all,

I attempted to expedite the next payment and the finance department requested Bitcoin confirmation via email, I've gone ahead and sent another. If you could please hit reply and get back to me with the info it would be much appreciated. If for some reason you don't receive it once again you can hit reply on the previous email you sent me, that should work just fine.

Best wishes,

Nick and Sunrise Slots

I did receive the email this time and replied with my Bitcoin address.

Thanks for the response, Bpederson2006.

Dear Nick / Sunrise Slots,

Can you please give us an update on when will the remaining funds be issued to the player?

Greetings all,

Thanks for your cooperation Bpederson2006, I managed to get the last 2 payments combined and sent out. We should be good. 🙂

Best wishes,

Nick and Sunrise

I received them. Thank you for sending them!

Thanks for the response Nick / Sunrise Slots.

Dear Bpederson2006,

I'm happy that you have finally received your funds. Do I understand correctly that all the funds were successfully received on your end? Can we consider this complaint to be resolved? 

All withdrawals have now been received. Thank you for all the help! You saved me a lot of time and frustration with your efforts!

Great news, Bpederson2006. I'm glad to hear that you successfully received all 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