Sunrise Slots Casino - Вилучення гравця затримується.

They owe me $100. They have been giving me the runaround for 3 months now.

Everytime I email them, they either ignore me or say I will get paid in the next batch. It should not take over 3 months to pay out, especially a little $100.

Why would I spend more money with them if this is how I am treated?

Hello mahshorter,

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? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

My account has been verified for over 5 months. My winnings came from a sign up wagering special, but after I won, I paid them at least $300 through Zelle because it seemed like a pretty cool site. I did not pay anymore after that because they didn't pay me.

The last message I sent them was Oct. 22, 2022 about my payment but haven't heard anything back from them.The last time they sent me a message was Aug. 3, 2022 from a Nathan Garcia.

Thank you mahshorter for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello mahshorter

I'm Michal and I have taken over your complaint. I will contact the casino to see if I can help.

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

Dear Sunrise Slots Casino, 

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

I finally heard back from Nathan again on Oct. 25, 2022. He said they paid me but it has to go through other banks first. It is the 31st. I have yet to receive it. I will update if I ever do.

Thank you and your team at Casino Guru for helping us.

Greetings all,

I have reviewed the situation and I'll see what I can do to help.

Best wishes,

Nick and Sunrise Slots

Thank you for your support.

Dear Sunrise Slots / Nick

Can you give us any update on this case, please?

Dear mahshorter

Just to confirm, did you request your withdrawal via Wire transfer or any other method?

Have you considered crypto transfers? From experience, we know that crypto transfers are much quicker.

Hi. I requested a wire transfer.

Greetings all,

I have been assured the payment should clear to the bank account in the coming business days so a bit more patience is all that should be required moving forward. Let us know when it comes in mahshorter.

Best wishes,

Nick and Sunrise Slots

Okay. I will.

Dear mahshorter

As per the response from Nick, please allow a few business days for the funds to reach your account, and do let us know when you successfully received them.

Dear mahshorter,

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.

Hello. I am still patiently waiting on my pay. I doubt it is coming. It has been over 20 days.

Dear mahshorter

I can agree with you that the whole withdrawal process can be quicker and more user-friendly however, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers as well as limited to directly influencing 3rd party payment providers. We have information that there were some issues with your bank account and the payment needed to be sent again, so that is one of the delay reasons. At the moment I can only advise you to be patient please as the withdrawals have been sent out by the casino as Nick stated.

Dear Nick

we know this is out of your direct control but is there any chance that you could let us know how long the wire transfer still can take?

Okay. Thanks for the info.

Greetings all,

I'm going to try to take another route if possible, no guarantees here but there is a remote possibility that I can get payment stopped with our 3rd party and have it sent out via Bitcoin. Do you have a Bitcoin account mahshorter?

Best wishes,

Nick and Sunrise Slots

I am not too sure how bitcoin works but I do have an account with Coinbase. I can give you my BTC address. Let me know where to send it to. Thanks.

Dear mahshorter

You can simply post your bitcoin address here in your complaint thread.

Thank You, Michal. My BTC address is:

33tWU3L2o3AE7ro56gPz4q5MKurFvqVC3N

Dear Nick

Will it be possible to proceed with the payment via BTC?

Thanks everyone. I was paid. 😀

Dear mahshorter,

I'm glad to hear that your issue has been resolved successfully. 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,

Michal

Casino.Guru