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

It has been almost a month and a half since I put my withdrawl in with this casino. My bonus was a no rules bonus and my winnings and ID verification were approved. I had originally wanted to be paid in bitcoin but they claimed they were way behind on issuing bitcoin payments so they offered me wire transfer and I accepted. They sent the money to their processor on Sept 20th and it is not Oct 10th and my bank has recieved nothing. My bank told me it shouldnt take more then 2 business days for an international wire transfer and it has been almost a month yet the keep dismissing me with exscuses. The last email I asked them to investigate the issue and their answer was "we sent it to our processors and now it is out of our hands". Every transaction of that nature is traceable and I want the payment traced but I'm getting nowhere with this casino. I have all of the emails saved.

Hello angie102870,

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? Did you receive any payment confirmation from the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick. It was my weekly cashback that I won from. I was fully verified on Sept 7th. I asked for details on my payout and I attached the email of that. I have also attached what was said in the last email with my message on the bottom and their response at the top. Thanks for taking my case,

Angela C******

Thank you angie102870 for all the information. 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 angie102870

I'm Michal and I have taken over your complaint. 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?

Greetings all,

I've reviewed the situation and it does appear the payment was sent to our 3rd party payment providers on your behalf on the 20th of September for disbursal as a wire transfer angie102870.

Generally it's up to 10 business days on delivery however the 3rd party payment providers do experience delays from time to time, I apologize for the unnecessary stress. Really. From what I see in the account though it should be delivered soon. I'm seeking more information and I'll get back to you here when and if I know more.

Best wishes,

Nick and Sunrise Slots

Well, it's been 5 days since you last wrote, Nick. Nothing has gone into my bank account yet. A delay is one thing but going on a MONTH is a whole nother story. I think something went wrong so that is what you should be looking into, and if not, having to make your customers wait for over a month for their payment is shameful and unacceptable in my book. I would appreciate if you looked into things that may have gone wrong because I would like the money that I am owed, thank you

Thank you for your response angie102870.

Hello Nick / Sunrise Slots

Can you provide any update on this, please?

Hey all,

I'm still waiting on additional information from our 3rd party payment providers unfortunately. I would like to stop payment and issue via Bitcoin perhaps but I first need to confirm that this is even possible.

You do have a Bitcoin account I see angie102870, could you please confirm the address for me with the casino.guru team and let me know if that would be an acceptable solution for you should I be capable?

Best wishes,

Nick and Sunrise Slots

my bitcoin adress is bc1qse8ts7lxkjvpwa6yud3p67u54xvstnllgz6c9n. I want to know before I agree to do the bitcoin, that I will be a special case and that I will get paid right away. I deserve that much. When I first withdrawled, i did have it as a bitcoin payout and the staff told me that their bitcoin payouts were way behind and if I switched it to wire transfer, I would get it alot faster. You see how well that went right? Please do what you can, I need this money! Thank You

my bitcoin adress seems to be changing periodically. If it is going to be in bitcoin, contact me first and i will tell you the current address, thank you

Ok,

So it looks like this is possible at this moment but subject to change any time. Give me the updated/confirmed Bitcoin address as soon as possible and I'll try to make it happen as quickly as I can.

Best wishes,

Nick and Sunrise Slots

Thank you for the response, Nick.

Dear angie102870

As per the response from Nick, please provide us with the latest/confirmed Bitcoin address, so Nick can forward the withdrawal to your bitcoin wallet.

I talked with an Emily from Sunrise and she said the bitcoin payments are way behind as well. I'm not going to put myself back to square 1 just to have to wait 2 more months. Thanks but no thanks. I will wait for the wire transfer. Have a good day

Thank you for the response, angie102870.

Dear Nick

As the player decided to continue with the wire transfer, we know this is out of your direct control but is there any chance that you could let us know how long the wire transfer still can take?

It has been 1 month and 24 days since i first put in for my withdrawl. It has been 1 month and 8 days since Sunrise slots sent the money transfer out. It has been 2 weeks and 1 day since I was told that my wire transfer was in its 4th and final stage of delivery. This whole thing has had me so upset, if I didn't need the money so bad I would tell them to keep it. No one that spends their money at a business should be treated this way. Apparantly their system for payouts is painstaking and clearly an insult to all of their customers, they should be ashamed. Sorry, I want people to know what they are in for when they spend their money at this casino.

Greetings all,

Had there been a better solution I would have provided it as this is my goal, to resolve any issue as quickly, efficiently, and painlessly as possible. But in order to do so I need cooperation. There are issues with one particular batch of payouts with one particular 3 party payment provider, the payment in question is in this batch and there is no way for me or anyone to know when it will be delivered it has been paid by the casino and is now in the hands of the 3rd party. With this knowledge I got special permission to stop payment and resolve this situation through a different means of payout in order to expedite delivery.

If you believe you can resolve this better on your own angie102870 it is certainly your prerogative however that is at your sole discretion.

Best wishes,

Nick and Sunrise Slots

Understand this Nick..........I am terrified to stop this payment so that it will take 2 more months to get it through bitcoin. Emily told me Bitcoin is way behind. How is it fair that I have to start the process all over again????? Go ahead and cancel the wire transfer but I think, if I have to go that route, Your place of business should make sure, whatever they have to do, that i get paid, QUICK. It is only fair. I hope I don;t have to wait for backed up bitcoin after all I've gone through. Go ahead and cancel it.

Dear angie102870

Can you please confirm your latest bitcoin address for us?

bc1qccxan39ylj4xq0e2649wu00juykpukcgtz6qxp this is the current one.

update: I talked with Michelle Evans and I've agreed for them to send me a check. She advised me that bitcoin will leave me waiting as well.

Dear angie102870

I fully understand your frustration, but please understand, that 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. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

With this being said, I can agree with you that your withdrawal, unfortunately, takes abnormally long, so let's hope the check will find you as soon as possible.

Please let us know when you successfully receive it.

Well I exclusively play at 3 casinos now who pay me within 30 minutes, no fail, everytime so maybe sunrise slots needs to look into how they're doing it because, it is DO-ABLE. Thanks for all of your help in this matter. I would like to keep the case open until i get the check if that is possible?

So I checked with the live agent and asked for the tracking number of my check. They said it went out November 1st. She had no real answers for me besides that they go to a processor. Are we dealing with processors again? I thought this might be near overwith but I have a feeling its not. I would like Nick to come back into the conversation and explain exactly what the check process is. Ive gotten paid by check with 3 other casinos and they all sent them fed ex and it took no more than 2 days for me to get it. Please call Nick back in, thank you

Greetings all,

I just can't allow you to be paid by check angie102870, it's that simple. There are understandable trust related issues on your part, I get it. However I will repeat, my job is to solve your issues. Clearly. Concisely. As efficiently and painlessly as possible. Physical check is a viable option for many, certainly, but there is a better way and since you were good enough to provide me with the necessary details to give you this better way that is the way we are going.

I'm pleased to report your payment was posted to the Bitcoin address you provided about 5 minutes ago. I confirmed the transaction in Blockchain Explorer and it should be available to you very soon.

Best wishes,

Nick and Sunrise Slots

bc1qacghyjhsjy75n2cexnal92vsmt5rmvjt44tmj3 that is my bitcoin address as of right now. I posted that other one days ago

ok i got the payment. Thanks to everyone involved, this case can now be closed 🙂

Great news, angie102870. 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