Sunrise Slots Casino - Withdrawal of player's winnings has been delayed.

I I deposited money on a coupon SUNRISE It was a no max payout bonus and I deposited $40 I ended up getting up to $1600 but i had a playthrough. I completed the play through at $650 and walked it down to $500 and went to withdraw through bitcoin. All jmy docs were verified and two days later I got a 15 free spin coupon. I figured I would play while I am waiting for my withdraw(they told me it would take up to 4 weeks. ) I played the free spins and the next day logged in because I wanted to see the status of my withdraw. My account had $450 in it. I look at the trasactions and they denied my withdraw and took out $50. I contacted them through chat and they said it was a mistake. They put the $50 back in and told me to request withdraw again. I did. Two days later and it is declined again and this time they took $460 from me. I went to chat. First girl said I violated rules by playing on a coupon? Then when I asked her what what she meant she canceled chat. Next girl said they needed a utility bill becuase my address is different on my id. I explained I moved at christmas and the address I put in their system is the correct address.

Here is the print out of transactions

Jan. 31, 05:18 pm

Manager Deposit approved

$40.00

Jan. 31, 05:18 pm

Manager Deposit requested

$40.00

Jan. 31, 05:18 pm

Manager Withdrawal approved

Requested 2023-01-31 05:18 pm

$-500.00

Jan. 31, 05:18 pm

Manager Withdrawal requested

$-500.00

Jan. 31, 05:17 pm

Coindraw Withdrawal canceled

Requested 2023-01-31 04:50 pm

$500.00

Jan. 31, 04:50 pm

Coindraw Withdrawal requested

$-500.00

Jan. 31, 04:43 pm

Manager Deposit approved

$50.00

Jan. 31, 04:43 pm

Manager Deposit requested

$50.00

Jan. 28, 10:38 pm

Manager Withdrawal approved

Requested 2023-01-28 10:38 pm

$-50.00

Jan. 28, 10:38 pm

Manager Withdrawal requested

$-50.00

Jan. 28, 10:38 pm

Coindraw Withdrawal canceled

Requested 2023-01-27 10:38 pm

$500.00

Jan. 28, 06:15 pm

Coupon denied

Jan. 28, 06:15 pm

Coupon 15SWEETS requested

Jan. 27, 10:38 pm

Coupon Reversal Withdrawal approved

Requested 2023-01-27 10:38 pm

$-120.00

Jan. 27, 10:38 pm

Coupon Reversal Withdrawal requested

$-120.00

Jan. 27, 10:38 pm

Coindraw Withdrawal requested

$-500.00

Jan. 27, 09:23 pm

Coupon SUNRISE redeemed

Jan. 27, 09:23 pm

DF-BitCoins Deposit approved

$40.00

Jan. 27, 09:23 pm

DF-BitCoins Deposit requested

$40.00

Dear sirdavidy926,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear sirdavidy926,

Have you received your withdrawal from the casino yet?

No, I haven't received the withdraw and will not. They ended up denying the withdraw again and if you notice in the transaction report above, they kept $460 of the $500 and gave me back $40. I spoke to them in a chat a few times, but it looks like they keep giving me different answers why it was declined. At one point they said I played a 15 free spin coupon while waiting for the withdraw to be approved and that is against the rules. I should have checked on casinoguru first.

Thank you very much for your reply, sirdavidy926. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They haven't sent me any correspondence.

Thank you very much, sirdavidy926, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello sirdavidy926,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Sunrise Slots Casino to join the conversation.

Dear Sunrise Slots Casino,

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

No winnings have been obtained because the withdraw request was denied and they took the money. When you submit the withdraw request the money leaves your account. A copy of the withdraw request is on this thread.

Dear sirdavidy926,

Just to check, which game genres have you been playing with the bonus you've claimed with the coupon SUNRISE?

Dear sirdavidy926,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.