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

I used a 325% bitcoin bonus and won. Made my withdrawal request on July 15th for $2500.

It was approved on July 19th for $2175. This would be my 2nd bitcoin withdrawal from Sunrise. My first went through without any issue. It was paidout 7 days after my withdrawal request was approved.

There has been no communication from Sunrise. I have emailed then several times and no response to any of the emails I sent. Most came back undeliverable.

On Aug 7th I chatted with John Lark who escalated it to accounting and told me it would be sent out to me in 2 business days. Being straight out lied is unacceptable.

I chatted with Renato yesterday and he also escalated and he said he contacted accounting himself and ask for my bitcoin address.. i gave it to him. It's the same address I used for my last withdrawal. Still I haven't heard a word from Sunrise and still have not received my withdrawal.

Odd how my bitcoin deposits always goes thru faster than any other casino but the have the longest delays.

If you are that far behind on sending out payments there is obviously a huge problem somewhere.

They honestly have the best bitcoin bonus that I have seen .

I didn't want to have to seek your help to get paid cause it paints a bad picture of the casino. I've waited n waited and then was straight out lied to. Enough is enough.

Can you please look into this for me I would greatly appreciate it

Hello Truebamafan,

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 receive any confirmation regarding the pending withdrawal?

Looking forward to your answer.

Regards,

Nick

Sunrise sent me an email stating that my documents were complete and my account was properly certified on May 31st.

Regarding this withdrawal I have not been contacted by Sunrise. I found out that my withdrawal had been approved because I went and checked my account transactions.

I assumed they had sent an email letting me know that my withdrawal had been approved like they did last time but I went back thru my emails and I couldn't find one.

Requested withdrawal on a Friday and it was approved the following Tuesday. Which was awesome since their normal est wait time to be approved is 7-10 business days. Totally gave me false hope lol

Only way that I have been able to contact them successfully has been thru live chat.

Thank you for looking into this for me. Its greatly appreciated🙂

Thank you Truebamafan for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Truebamafan

I'm Michal and I have taken over your complaint. I have reviewed your case and would like to put to your attention the fact, that the accessibility and processing times 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. Unfortunately, casinos are sometimes powerless and limited by influencing the processing times of payment methods to their customers. With this being said, I fully understand your frustration as in your case the payment is taking quite unusually long. I will contact the casino to see if I can help. We would like to invite Sunrise Slots Casino to join the conversation.

Dear Sunrise Slots Casino, 

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

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Truebamafan

We have not received any response from Sunrise Slots Casino. Can you please give us an update if the casino has been responsive to you by any chance?

Dear Truebamafan

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. I have tried to contact the casino repeatedly, but it appears they don't intend to respond to complaints. There is not much that can be done now without the casino's cooperation.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

We wish we could be of more help.

Best Regards

Michal

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Sunrise Slots Casino,

please provide some information if there were any issues that cause the long delay of the player's withdrawal.

Greetings all,

As I'm sure Truebamafan will confirm, this was resolved and paid in full.

I was looking forward to assisting in the case however when I reviewed it all was well, so simpler day for me I suppose. 🙂

Best wishes,

Nick and Sunrise Slots

Hello Truebamafan

Can you please confirm your winnings have been paid? Is your complaint resolved?

They did finally payout.

Hello Truebamafan

So do I understand it correctly that all your withdrawals have been paid and we can close your complaint as resolved?

Dear Truebamafan,

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.

I did receive payout for the full amount from Sunrise Casino. I have won a couple times since and received full payouts.

Sunrise Casino is one of my go to casinos. They have the best bitcoin bonus that I have found. No wagering requirements, no rules, & no cashout limits. I use the code " bitcoins" and get 325% on my deposit and can play slots and keno. There's no limit of how many times you can use it, your deposit just has to be at least $30.

They do payout. It just may take a little while.

Customer Service is friendly and helpfully.

Thank you

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