Sunrise Slots Casino - 플레이어의 출금이 다시 지연되었습니다.

i submitted for withdraw on January 11/2025. Was told it would take time to get the approval but once approved bitcoin would be instant. The withdraw was approved on January 24. Since that day to today 15 business days have passed. 2 separate escalations have been send, one by the servise manager Isaac. Every day it’s something diferant.  I’m told the payment prosesor is down.  Our payments are delayed Edith 48 hours and call back. I’ve included screen shots of my last chat with them.

This casino delayed a 2k payment a year ago that your team had to resolve as well.

thanks.

Dear Tgreck,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify how many days did the last withdrawal take? Did you use the same withdrawal method in the past?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hi Kristina.

The last withdraw I had from Sunrise slots was July 24 of 2024. It took less time on that’s one I don’t recall exactly but was still way over their pay out frame they have clearly stated in there rules. I was lied to every day about how their payment options where all messed up or I had the wrong department or we’ll escalate this. So then I talk my self I would never play there again. But 6 months of relentless emails to me from sunrise slots apologizing and saying it was a single incident and it never goes like that. And then throwing into the mix saying if you use bitcoin your payout is instant. I confirmed that with their support and its write. That way in the web site. So I agreed to play. I believe I played under a deposit match bonus using my money to get a match percentage but there was a max cash out. So I could only submit for what I did the rest was deleted. When I submitted I asked about the instant withdraw. I was advised it was all the same time frame for with draw time to be approve but Anne in finance said once approve that payment to bitcoin is instant. Well it’s been now 16 business days since the approval of the pay out on January 24. I call and am tokd waits 48 more hours. Will escalate it. I’ve sent numerous emails to Anne and to the payment department with no responce. Yesterday I had the tech super person confirm my pay out is still going to happen but he would not give me a spacificly day. I put the screen shot if the conversation in this complain.

i asked about the KYC and if I needed to submit any paperwork. I was told no that they had everything.

???

Thank you for your reply, Tgreck. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi Kristina, sorry I just saw this. Here is what you requested. And the conversation when I got it with sunrise. Let me know if you need more.

also the confirmed again the layout is delayed as the say they have had large payout that have caused the delay. I asked if she could tell me how many times they have escalated this payout. She advised 3 times it’s been escalated. I have a screen shot added of that.

Hello. Update?

Thank you very much, Tgreck, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear Tgreck,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Sunrise Slots Casino representative to join this conversation.

Dear Sunrise Slots Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi. Sunrise slot did pay out but not $307.25. That paid $261.00. I emailed them and the said the was fees and a $25 surcharge to withdraw to bitcoin. I wrote back stating that I have won at their casino 3 time and not one of those withdraws charged me fees or a $25 surcharge for bitcoin. I have not heard back.

just is so irritating that the can make stuff up knowing I can do nothing. So I guess I’ll just cut my loosed and move on. Thank you for you help. I’m sure with out you all I would have gotten zero. Your the best.

Greetings,

As mentioned above payment was made on the 3rd of March via Bitcoin and has been confirmed delivered in Blockchain Explorer. The amount at the time of transfer was $282, that would be the approved withdrawal of $307 minus the $25 transfer fee, any additional fees would be on the receiving end.

Best wishes,

Nick and Sunrise

Dear Tgreck,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru