Sunrise Slots Casino - The player struggles to withdraw his winnings.

Correction to where I live. I’m on travel so I don’t actually live in Washington State but it won’t allow me to change it.

I have played at sunrise for awhile. I finally decided to do a withdrawal rather than play on my winnings. The withdrawal was requested and approved for $2500 on 11 October.

Originally was told Bitcoin was the way to the fastest payout. So I submitted as such. Received word that their 3rd party processor was having significant delays and they recommended wire transfer. I agreed at which point they sent me the list of almost every single bank in the US that they DO NOT send transfers. Then said check would be the best option. I say yes that’s fine and then they send me the list of virtually every bank known that can’t cash their check. So at this point not sure how I would get paid. I find it very hard to believe they can accept Bitcoin but can’t send it. Any help you can provide would be greatly appreciated.

Hello neverontym,

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 is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Did they specify how long it would take to withdraw with BTC? When was the last time you spoke to the casino and what was it about?

If you can make sure to not lose the money and you do not need them right away, I would probably recommend to withdraw with BTC anyway even if it might be delayed.

Looking forward to your answer.

Regards,

Nick

Thank you for the quick response.

1. Yes my account is verified and had been for about a month or so prior.
2. the bonus that was used was a no rule bonus and the amount was removed from my account. The remaining $2500 is able to be withdraw.
3. I asked repeatedly how long are we talking, days, weeks, months and the answer I get is they can’t tell me how long. I can send you the chain of emails if you would like.
4. I have only spoke via email and the "whatsup" app. I did that yesterday before I sent in this request. They had sent me an email addressed to another person saying her payment was being sent to processing. I wrote back indicating it was most likely the wrong person but inquired about mine which he replied he apologized for the mishap and said my $2500 payment is still waiting for 3rd party processor to send but they are having trouble with their Bitcoin transactions still. Then I wrote back saying I had already agreed to them sending me a check last week then at that point he sends me the list of basically every American bank that can’t cash their checks along with what they need to process a check request which includes the bank I would be cashing the check. All three of my banks are listed as banks that can’t cash their checks.
5. I also have communicated with my VIP rep on the "whatsup" app explaining my frustration that I play at many sites all of which pay me within 48 hours most within 24. He said he they were switching 3rd party soon. He said rest assured you will get paid and that they have a budget for each payment type. So he couldn’t say how long.

Thank you neverontym for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear neverontym,

I am so disappointed to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Sunrise Slots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you for your help. I received my payment today. Truly appreciate it.

Dear neverontym,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan