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I had a bitcoin withdrawal approved on 9/22/2022 I already provided my ID and proof of address before the withdrawal. After two weeks I contacted customer service and was told to wait a few more days. About 4 days later I contacted customer service again and was told that I needed to submit my documents again and told it would be escalated as an outstanding withdrawal. I was also told that the casino was having unforeseen issues with bitcoin withdrawal, and ask to set up another option to withdraw. I replied that I prefer bitcoin and was told we will escalate the withdrawal. I sent them an email with my concerns and I have not received a reply.

Dear swhite1313,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that 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. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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

Best regards,

Petronela

I have been informed of other withdrawal methods.

My verification was approved before and after my withdrawal request.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Could you please advise which payment method has been suggested to you?

Dear swhite1313,

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.

Greetings all,

Just confirming that payment was issued via Bitcoin on the 21st of October and I have confirmed delivery in Blockchain Explorer.

Best wishes,

Nick and Sunrise Slots

Thank you very much, Sunrise Slots Casino team, for your assistance.

Dear swhite1313,

Could you please confirm that the withdrawal has been received successfully?

Dear swhite1313,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.