Sunrise Slots Casino - VIP player’s withdrawal has been delayed.

So I first need to say I’m a very loyal player at this site and I do get my withdrawals in a timely manner only when I use coindraw. Here’s the issue so I can only do I’ve coindraw at a time for 2500 each they take a 125 service fee so I get 2375 from that but the first one is made in four days… then next time it’s 7 days each tine. So I left my btc withdrawal thinking it will come together in the end bc of the lengthy withdrawal payout. Mt problem is I’m a level 5 vip with a level 5 vip they offer priority payments claiming you’ll gave your money in no time well here it is 11 business days later and I’m still waiting on approval. You offer that people that want to become a bio they instantly become one for $8,000… are you kidding me you want ppl to pay $8.000 when u can’t even do what you claim your going to do… I love this brand but the back end sucks the hosts are great… but I want to know when will I be approved I know the 850 is suppose be here by Friday thru btc.but I’m paying a pretty hefty fee for those each time and another thing if my withdrawal limit is 7500 a week why can I only do one coindraw at a time .. I just want my winnings and I don’t like how it’s so lengthy I play there loyal every dang day… what’s the hold up

Dear Jbeckett8713,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issues you've encountered with your withdrawals at the casino. To assist you further, could you please provide more details about the following:

• Could you clarify how long you have been experiencing these delays with your withdrawals?
• Is this the first time such a delay has occurred, or has it been a recurring issue?
• Regarding the priority payments for Level 5 VIPs, have you previously used this service successfully, or is this the first time you've encountered delays with it?

If you have any relevant communication or additional screenshots that could shed light on the situation, please forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

OK, so first of all delays usually only happen with bitcoin regular withdraws the casinos group offers coin draw which I believe is just affiliated with just this Casino group because even on their Facebook page it doesn’t’ name any other companies but this group of casinos.  You can find the group of casinos at playersrewardcard.com. WHEN  I first started playing here which was about two years ago coindraw took 24 hours. Them it start slowing down then it took 48 hours  and 72 hours and now it’s at 96 hours four days but after you do your first coin draw if you have any other ones after that they will take a week each. My regular withdrawal with bitcoin is pending from June 3 and still has not been approved or reviewed which makes no sense because I’ve already gotten payments from that win with coin draws so it should’ve already been approved. Furthermore, I can’t get anybody to answer when the timeframe will be. They just revamped their VIP page and now they are offering priority payments for levels. VIP 3 up to five, but there’s nothing VIP about it. It’s all the same time frame they say bitcoin faster but still the same timeframe as getting a check or money wire to you like that’s crazy. It’s not like I just deposit there here there I deposit almost every day and a lot and for them to just keep messing my payments around like this is bonkers. 

The VIP house are phenomenal. I can’t say anything bad about them. They do try for you but the back office or whoever does the banking there know anything what’s going on and they take their sweet time and then after they approve your payout, they will take it out of the casino, but you still won’t get payment for seven days and we all know bitcoin is literally a few hours to get to you .

I say only with bitcoin but I only use bitcoin for withdrawals so idk how long wires or checks take but bitcoin is suppose be the fastest but they all have the same tins frame and it’s business days so it’s like a month to get winnings if u don’t use or have coindraw as an option

And yes anytime I’ve won more than the 2500 which is the max for each transaxtion it’s always delayed

Sunrise your group could so many repeat customers bc it is a good group but withdrawals suck yall need to get it together foreal

But I will also say if I don’t cancel and gamble bc that’s what gamblers do they do pay it’s just slow like dead slow

Thank you very much, Jbeckett8713, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Jbeckett8713,

My name is Romi, and I will be in charge of your case from now on. I would now like to invite the Sunrise Slots Casino representative into this conversation.

Dear Sunrise Slots Casino,

Could you please provide more information about this case to clarify the situation?

Thank You in advance.

Romi

UPDATE: the btc withdrawal was approved today and has been completely removed from my account but they still aresaying 7-10 days for payment… btc is suppose to be fast and I though I was suppose to have priority payments hopefully they send it quickly but I’m not holding my breath… I still want to make sure it gets paid bc thst can take forever too and I want to know why it says $7,500 payout limit and what’s priority payments exactly mean… bc this longer than standerd terms

Greetings all,

From what I see there have been payouts weekly via Bitcoin on the 7th, 14th, 21st, the final requested withdrawal is approved and should be disbursed within the established timeframes of the casino. If payment has not been received within the next 7-10 business days I will be happy to assist.

Best wishes,

Nick and Sunrise

Hello and yes I have but those were coindraws they did the last btc withdrawal was just approved it took 14 business days to approve. I get standard time frames but it does also say priority payouts for vip and I just don’t understand what’s vip about it.. so now it’s another 7 to 10 business days to be paid thst will be July 8 if it’s 10 business days. That will mean a month for a withdrawal. The other three were coindraw and coindraw is suppose to be fast fast but the after the first one each one takes 7 days. Really tho my withdrawal should of been approved by the 17th that’s was the 10 th business day but it wasn’t approved until the 21st so I really hope it doesn’t drag out for the next two weeks thank you in advance

Jerryd

Hello all.

Dear Nick and Sunrise, thank you very much for clarifying the situation.

Dear Jbeckett8713, please confirm whenever you receive the full amount. Until then I will keep this complaint opened.

Thank you.

Best regards,

Romi

Yes still waiting on the $2500 it was approved on Friday June 21st I originally requested this on June 3rd and as far as clarifying I would like to know what priority payments mean and why is it offered? also what is the $7500 weekly wuthdrawal? I will let you know as soon as I receive the btc payment thank you

Dear Jbeckett8713,

We will wait for your confirmation. Please update us whenever you receive the payment.

Thank you.

Regards,

Romi

Technically and by terms at the most it should take 20 business days for withdrawal to go thru the approval and sent process. The approval 7-10 days and then payment 7-10 days after approval. So since that’s the standard time frame and it could approved or sent sooner then it could be less than 20 business days. What I am saying is today is the 20th business my withdrawal is from June 3rd so can I please get an update bc customer chat says it’s still pending thanks

Dear Jbeckett8713,

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.

Still haven’t received it this is the 10th business day

Ok it’s the 11tg business day you can call the casino rep in again

Now it’s 14 I should been paid Monday

Dear Jbeckett8713,

have you received your withdrawal yet?

Greetings,

Romi

No I still haven’t received it nor has it been sent

This withdrawal was requested 6/3 it was approved on 6/21 and now it’s 7/15 and still no withdrawal or no timeframe as to when it will be sent. Furthermore they took it out of my account on 6:21 so its not even showing in my account and they have yet to issue payment it’s bitcoin so idk what the hold up is

Hello all.

Dear Nick and Sunrise, could you please assist with the situation?

Thank you.

Best regards,

Romi

I finally got it

Thank you, Jbeckett8713, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Best regards,

Romi