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I won a $1000 tournament that runs several times daily on the site on Dec 26/2022. I attempted to withdraw Dec 27/2022 and the wire transfer was rejected. After many, many emails back and forth they finally approved my account and banking details. The withdrawal was approved on Jan 3/2023 and was sent to their "third party processor" I have been bugging them because it’s been a ridiculous amount of time already and they keep telling me it’s on its way but they refuse to give any confirmation number or time frame. It’s a wire transfer. It’s 2-5 days at most. I have screenshots and copies of literally everything(including all chat transcripts, everything) so whatever you need, please ask. I have told them I think they’re giving me the run around and asked, if they’re being honest about sending then why not send me the transfer info. They ignore

Dear NylaHush,

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. Have you made any successful withdrawals before?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Sending everything to you now. I apologize in advance lol I screenshot evvvverything! About to flood your email😂

Sent. I did warn you lol there are so many…

Thank you very much, NylaHush, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Thank you!

Hello NylaHush,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Sunrise Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Thank you Tomas! I appreciate your assistance! Anything helps lol

I have contacted them many times at this point because one rep will tell me a couple days then the next will tell me any day, the next will say a week. It’s very frustrating. They say they’ve sent it to their "third party processor" as of Jan 9th. It’s a wire transfer, there’s no way it can possibly take 17 days (Jan 9-Jan 26) for a wire transfer. They won’t provide any sort of confirmation to be able to check the status of the transfer or to even verify that it’s actually been sent or anything. The amount has been owed since Dec 26 and they boast about having "lightening speed withdrawals" lol

So, I’ve received a couple emails but it’s just the same thing really. The transfer was sent and just keep waiting. Again I asked for some sort of confirmation/reference number for the transfer… They gave me a confirmation number but it’s the confirmation number from their website lol which I can clearly see on my account and it’s just confirming that it’s been paid, which, technically, it hasn’t because I haven’t received it. I’m not sure we’ll get anywhere with them besides them just saying to "keep waiting, it’s processing"

So, update, I spoke to someone last night who said they couldn’t figure out why this hasn’t been paid out yet and that it should take only 36 hours to process. So, they’re totally giving me the run around, like I thought they were and told them they were since day one lol. From what I understand there’s no third party processor that is taking their time in sending out lol I don’t know… I have chat transcript if you’d like me to email to you.

Greetings all,

I have reviewed the situation and payment was indeed released to our 3rd party payment providers on the 10th of January, generally we are looking at 3-10 business days on delivery from the time it is paid out by the casino so we are definitely beyond anticipated delivery time at this point. Currently there are no known delays on wire transfer with the payment provider in question, however I will have the requisite department look into this further on your behalf NylaHush.

Once I receive a reply I will update here.

Best wishes,

Nick and Sunrise Slots

And this is the same thing I’ve been hearing since the payment was sent to their "third party processor". It’s been "escalated " probably a dozen times by now (from what I’ve been told) ….

Dear Sunrise Slots Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Still nothing…. I don’t believe the casino even paid it out, to be honest. There’s absolutely no way that it would take this long and it’sa bit ridiculous that they expect anyone to believe that a wire transfer takes this long

Greetings all,

Please understand NylaHush that we use a 3rd party system for all bank transfers coming and going from our players, the casino has paid out the funds in full and it is in the hands of the 3rd party to deliver them to you. I have requested confirmation of payment from them and have yet to receive a reply so I understand and share your frustration. Fortunately this sort of situation is rare because getting to the bottom of it can be both time consuming and labor intensive on our part.

In the interim I have reached out personally to you via email, there may be a small chance of another option should they prove to have not issued funds as yet. Please respond.

Best wishes,

Nick and Sunrise Slots

Sent you an email Tomas

Update! I’m in shock lol payment finally received!

Dear NylaHush,

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,

Tomas