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

let me start out by saying that my account and payment methods have been fully verified prior to this win. My first withdrawal was in within an hour right after I verified my account for the first time. I have deposited thousands at this casino. I read the terms and conditions and rules very carefully, and am fully aware and knowledgeable of what they imply. My first second and third withdraws were successful and quick. They were not exceeding $1000. this last win was played on a no rules bonus I got from an email they sent me. I deposited and ended up winning 18,000 on the game that The free spins came with that was included in the bonus. when my Playthru was met, I continued playing the same game, By that time I long ago satisfied the play through which was only one time the bonus amount , and I deposited $30. And then went on to play a couple of different games. Those of which were allowed within the coupon terms and got it up to 19,000. When this happened, I had already had two pending withdrawals. Both combined were about $3000. So all together it is roughly 22,000 . They never told me that I had a problem with my account or that I violated any terms because I didn't. They told me that my account was fully verified and that I will definitely receive my money and I have screenshots from chat and emails to prove it. 

They allowed me to withdraw $650 from one of the winning withdraws from that particular win through coin draw. I still had some money left in my coindraw limit available to me. It's been two weeks and I have not seen a penny since the first 650, as the rest of my 10 pending withdrawls are still not approved. ll every time I try to talk to someone in chat, they just tell me that they escalated it, and that their payment processor is having issues . The next day I log into my account and my coindraw withdrawal option is unavailable. When I reached out to customer service, they avoided answering my question and finally someone had told me that it would be available within 24 hours to use. I also had a screenshot of that conversation. They told me today that they would have an approval for my withdraws and still nothing. It has been escalated twice and still nothing, they told me that I would get 2500 a week and then they told me that I would get 2500 every 24 days that's way too long to wait. not anywhere stated in their terms it would take that long I have not replayed any of my withdraws by canceling them, and putting them back into the casino and I don't plan on it until I at least start receiving my withdraws. Even then I might be skeptical considering the reviews and constant complaints from other customers. I am very leery and anticipate receiving my money. I have deposited a couple of small amounts two different times so far, separate from the money from my pending withdrawal transactions , just to see if it would help to get the ball rolling. I hear one thing and then I hear another from customer service sometimes are extremely rude and sometimes they're not and sometimes ignore me completely when I request a chat. I never did get my coindraw reinstated and when I asked about why they told me because of the security of my account they cannot provide me that method right now as their payment provider makes that decision. My VIP 1 status was also revoked completely the next day after my win, as well as my coindraw method to withdrawl.b apparently because of that my withdrawals are not going to be priority, as the withdrawl timeframes are based on algorithm for player activity? That has nothing to do with a 7 day time frame that is provided on their website for everyone's tier status that is given for withdrawal approval. I will remove this post and would be happy to provide good feedback if there is a resolution provided, and provided very soon, but as for now, please help me get my rightfully owned money.

Hello Nikkilm123,

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? Since when exactly is your oldest withdrawal pending? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you Nick. Account was verified in January of this year I believe. Oldest withdrawal was originally March 19th, but I cancelled it in hopes I could use a portion toward coindraw, but not until after I realized I couldn't. None of the money was played and a new withdrawal request was submitted March 20th.

I speak to chat everyday, and they just advise me they have escalated it to a manager at the relevant team, and they say I should hear back within 48 hours. Still nothing.

I tried to upload screen shots emails and withdrawal page images from my account, but it kept giving me error. I also have pics of my win and my transactions during the games i played when i won. If there's any you want me to send you through email, please let me know.

I know you guys probably deal with a lot of complaints but can you please respond to my request I just spoke to them today. This is exceeded over two weeks and they still have not paid me. Contacted customer service on chat today and she took over half of an hour to respond to me, saying that she was viewing the details of my account and can only tell me at the end of that half hour wait that she has no date for a pay out for me or an approval for my withdrawals only that I have to keep checking back periodically. That is not an answer that I am willing to accept. I even put a couple of my withdraws back in the casino just so I could trigger the algorithm that they use supposedly to pay out their customers faster are those that are spending while waiting for withdrawls and nothing still nothing. This is unacceptable for any online casino with a license or not to be able to run on the Internet and take money from people. There should be absolutely no reason why a Casino big large or small revenue could not afford to pay out a customer a winnings of 2,500 a week until it is paid. If they're doing that bad there is no reason that they should offer the promotions that they do .

They cannot continue to do this and continue to run. They're not following their terms they're lying about pay out time frames and they do this all the time. I don't think they understand that if they don't pay me, I will make it impossible for them to run and get business on the web. I will do whatever I can to get them shut down.

Thank you Nikkilm123 for all the information provided so far. 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 Nikkilm123,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Sunrise Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a long withdrawal process?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Greetings all,

There are currently no funds in the system available for withdrawal, nor have there been since April 5th. All withdrawable funds were cancelled by the player and played back into the casino.

Best wishes,

Nick and Sunrise Slots

Dear Sunrise Slots Casino, thank you for the information.

Dear Nikkilm123, can you please confirm that your balanced was zeroed out by you, so there're no more pending withdrawals? In this case, we cannot continue resolving your complaint since if you lost your money on your own not waiting until we finish our investigation.

Regards,

Natalia

I wasn't going to see that money anyways. The chat rep suggested that I keep depositing and playing to speed up my withdrawal process, otherwise their algorithm will keep me not priority . I have a screen shot to prove it. I wasn't going to see more than one or two of lucky of those withdrawals anyway. No regrets and have moved on this casino is fraudulent and manipulates there funds back before players can cash out every single person from every review i have come across at this casino of players that were waiting on payouts had either put 1/2 to most pending withdrawals back into casino while waiting for withdrawals since not depositing while waiting was not working for any remediating response, and have not until then and still excruciatingly slow and delayed payments in small increments started rolling out, and only if player kept replaying. if players have stopped cancelling withdrawals, the casino will put a stop to processing withdrawals until they notice a long duration of no activity on deposits from the player, then contact the player to negotiate a smaller payout in order to receive funds quickly. What do you think happens then? you can close this as resolved but this ending comment is the truth and people viewing this need to know if you are a player who has had a different and positive experience with this casino withdrawaling a LARGE VERY LARGE amount successfully, without putting a majority back while waiting for your wins O PLEASE DO SHARE

Dear Nikkilm123, thank you for the clarification. Unfortunately, we won't be able to help you since the balance in question was gambled away by your decision before the casino replied. I'm sorry that you had such an unsatisfying experience with this casino and that we didn't intervene earlier, but due to the aforementioned reasons, this complaint will now be rejected.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia