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

Won $250 on a no rules VIP bonus.

Requested withdrawal on 3/13. I am writing this on 3/19 and still no payout. I've emailed and chatted with the customer service. Each person gives a different explanation and excuse why the payment hasn't been sent. I only deposit with Bitcoin but no joy.

Won an additional $500 for placing in a tournament. Asked for withdrawal on 3/16 and same situation as above.

Fun casino, responsive customer service but slooooow to pay and full of excuses.

Hello teluscbm1229,

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 if your account is already verified and if yes, since when exactly? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

I've been a verified member since early February. This will be my third and fourth withdrawal requests. The first request I did in Bitcoin was almost instantaneous. The other, through Coindraw, took 3 days and several back and forth sessions with "customer service".

I've attached the chat logs that I managed to get before the chats were closed by the casino team. I reach out to them, very politely, on a daily basis. Their responses range from "any time now" to 7-10 days. They said it is verified through their system but the delays are due to Coindraw and the block chain.

After reading through some testimonials, I won't be spending anymore money with these fools.

Any recommendations?

Hello teluscbm1229,

As your withdrawal is now pending for 2 weeks, your complaint will be forwarded 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 teluscbm1229,

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?

The first withdrawal was paid on the 7th day, after I had to follow-up with their customer service to get it done.

It's day 11 now for the second request. I asked them yesterday about the status and was told there was an unknown issue and to wait 24 hours before asking again.

It hasn't quite been 24 hours yet but the request is still pending and I have yet to be contacted by Sunrise.

Also - Prior to winning payouts on two tournaments, I was able to play in daily, weekly, etc tournaments. However, since the last win, I am not able to play in any tournaments. Just seems bizarre, maybe I missed something?

Greetings all,

I've emailed you personally teluscbm1229, if you could please hit reply and confirm your Bitcoin wallet address for me I'll see what I can do to assist.

Best wishes,

Nick and Sunrise Slots

I replied to your email and have sent four follow-up emails since then.

As well, I've been reaching out to your "customer service" team through the chat window on the website. Each time I am told that my question is being escalated and to wait 24-48hrs.

I've attached the chat log below...

Please advise.

-CM

===============================================================================

          Chat ID 6157725 at 2023-03-30 09:36:08

===============================================================================

[2023-03-30 09:36:09] [I'm a bot] Don't forget to check out our latest offers on the Promos page from the casino menu.

[2023-03-30 09:36:09] [I'm a bot] Welcome to Live Support. Before finding the best agent to assist you, please help us expedite things by typing your request or question here:

[2023-03-30 09:36:12] [nkfjoglp45] It has now been 14 days since I requested a withdrawal. Each time I ask one of the representatives to check on the request, they inform me that it could take as long as 14 days. When will this be paid out?

[2023-03-30 09:36:13] [I'm a bot] Thank you for contacting us.

[2023-03-30 09:36:13] [I'm a bot] One of our representatives will be with you shortly.

[2023-03-30 10:13:14] [Sharon Aniston] Welcome and thank you for contacting Sunrise Slots. You are chatting with Sharon Aniston from our Live Chat support.

[2023-03-30 10:14:23] [Sharon Aniston] Are you talking for the one of $500?

[2023-03-30 10:19:01] [Sharon Aniston] Are you still with us? Would you like to continue this chat?

[2023-03-30 10:21:31] [nkfjoglp45] It has now been 14 days since I requested a withdrawal. Each time I ask one of the representatives to check on the request, they inform me that it could take as long as 14 days. When will this be paid out?

[2023-03-30 10:21:42] [nkfjoglp45] Yes, the one for $500

[2023-03-30 10:24:49] [Sharon Aniston] Thank you for the information, I was checking your account and I can see here that this withdrawal is already over the time frame, therefore I will need to process a escalation in order to get this approve as soon as possible, I do apologize for the delay.

[2023-03-30 10:26:45] [Sharon Aniston] I have already made the escalation, please reach us back within 24 to 48 hours in order to get an update on this.

[2023-03-30 10:27:36] [nkfjoglp45] This is the 2nd time they made the escalation.

[2023-03-30 10:29:09] [Sharon Aniston] I'm very sorry for the delay, I escalated this as a priority in order to get this approve as soon as possible.

[2023-03-30 10:29:29] [nkfjoglp45] Okay. Thank you for your help!

[2023-03-30 10:29:51] [Sharon Aniston] It is a pleasure for me Charles. Is there anything else I may help you with?

[2023-03-30 10:31:07] [nkfjoglp45] No, thank you Sharon.

[2023-04-03 09:07:59] [I'm a bot] Don't forget to check out our latest offers on the Promos page from the casino menu.

[2023-04-03 09:07:59] [I'm a bot] Welcome to Live Support. Before finding the best agent to assist you, please help us expedite things by typing your request or question here:

[2023-04-03 09:08:08] [nkfjoglp45] Hello

[2023-04-03 09:08:09] [I'm a bot] Thank you for contacting us.

[2023-04-03 09:08:09] [I'm a bot] One of our representatives will be with you shortly.

[2023-04-03 09:08:49] [Tammy Hawkins] Welcome and thank you for contacting Sunrise Slots. You are chatting with Tammy Hawkins from our Live Chat support.

[2023-04-03 09:08:51] [Tammy Hawkins] Hello, How can I help you today ?

[2023-04-03 09:13:46] [nkfjoglp45] Hi

[2023-04-03 09:14:04] [nkfjoglp45] I am following up on my withdrawal request that I made on 3/16.

[2023-04-03 09:15:01] [nkfjoglp45] I was told to check again this morning by the representative I spoke with on Friday. Supposedly, the request has been escalated, since it has been more than 14 days.

[2023-04-03 09:16:00] [Tammy Hawkins] Allow me a moment to check your account please, I will be back in a moment.

[2023-04-03 09:16:06] [nkfjoglp45] Sure thing

[2023-04-03 09:17:53] [Tammy Hawkins] Can I have your BTC wallet address please

[2023-04-03 09:18:10] [nkfjoglp45] Sure 1 sec pls

[2023-04-03 09:18:39] [nkfjoglp45] bc1q2f09k4ac2tl5zjzxpqnj4hgywhhh5arhlr77u5

[2023-04-03 09:21:41] [Tammy Hawkins] I am going to escalate your account so it can be approved as sooon as possible

[2023-04-03 09:22:39] [nkfjoglp45] Thank you... I've been told that 3 times now. I do appreciate your help still though.

[2023-04-03 09:23:46] [Tammy Hawkins] You are welcome

[2023-04-03 09:23:56] [Tammy Hawkins] Please come back within 24/48 hours for anby update

[2023-04-03 09:23:58] [Tammy Hawkins] Any**

[2023-04-03 09:24:03] [Tammy Hawkins] Is there anything else you may need before I let you go?

[2023-04-03 09:24:20] [nkfjoglp45] No, thank you.

Dear teluscbm1229,

I understand your frustration, crypto transfers are usually instant. I would like Nick to shed more light on this.

Dear Nick / Sunrise Slots,

Can you please give us an update on the situation?

Greetings all,

Just confirming that payment went out yesterday via Bitcoin and is confirmed delivered in Blockchain Explorer.

Best wishes,

Nick and Sunrise Slots

Thank you for the response Nick / Sunrise Slots,

Dear teluscbm1229,

Did you receive the funds successfully? Can we consider this complaint to be resolved?

Dear teluscbm1229,

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.

Dear teluscbm1229,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal