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

won $100 (max cashout) on a free spins bonus that was credited after I lost playing with a cash deposit. Ive also deposited several times and lost after the withdrawal request , between then and now. No new withdrawal requests have been made. My account is fully verified and no new deposit methods have been used, my bitcoin address has been submitted and has not changed. It's only for $100, and this is a ridiculous amount of time to wait. if Was able to use bitcoin to deposit, I wouldn't even be playing here because of the rigged games i've been experiencing , and withdrawal timeframes

Dear Nikkilm123,

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

my account is fully verified, and I did NOT breech any bonus terms

Dear Nikkilm123,

Have you received your withdrawal from the casino yet?

No I have not received my withdrawal from the casino.

Thank you for your reply, Nikkilm123. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal/transaction history here in this thread.

I have not received payment. I have made successful withdrawals from the casino, and am VIP2. I spend a lot of money there there is no reason i should wait more than two weeks for a one hundred dollar withdrawal. My withdrawal disappeared when i checked yesterday. Rep said it was approved , but Yet I have nothing.

Also yesterday I experienced two issues where the casino site was operating oddly, and when I was playing golden lion it kicked me out and brought me to home screen everytime I activated the feature. The last time I activated all three features, it kicked me out brought me back to home screen , and when I immediately returned to the game. The spins were set on a completely different set of reels, and no bonus feature was activated. The reels ddisplayed a spin that was a loss, not my most current spin. When I checked the log, it also shows my last spin was different from what appeared when I returned to the game. I took a screen shot of both, and when I stopped and contacted customer service I was on hold for ten minutes, and no one got back to me and my chat was eventually closed.

Also every single game was was spinning super fast, and acting oddly. I have screen shots that show the spins that differ from my feature and payout if you would like to see them

When did you make the last successful withdrawal and roughly how many days did it take to be processed? Did you use the same withdrawal method in the past?

Furthermore, the issue you experienced was most likely out of the casino's hands. Nonetheless, you can send any screenshots to kristina.s@casino.guru. Alternatively, you can post it here.

Additionally, please also forward me any relevant communication between you and the casino.

Dear Nikkilm123,

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.

yes they paid me but very very slowly over two wells to get $100

Could you please clarify whether you are talking about your past or present withdrawal request in your last message?

the present withdrawal of 100 was received, but they make me wait over two weeks for every withdrawal which is for bitcoin

Dear Nikkilm123,

Although I understand your frustration regarding the lengthy withdrawal process, unfortunately, we do not have any options on how to influence it. We can only help by contacting the casino to investigate what is going on with the transaction. Since you've already received your winnings, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru