Sunrise Slots Casino - Povlačenje igrača je odloženo.

Been two months and still no withdraw and keep getting the run around

Dear Cstohr,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated 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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Have you made any successful withdrawals from the casino in the past?

no not yet

Could you please confirm that you have passed the KYC verification?

Yes

Have you accumulated your winnings with or without an active bonus?

No

Thank you very much, Cstohr, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Cstohr,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Sunrise Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Any update…

Greetings all,

I had the opportunity to review the situation and it appears payment was sent to our 3rd party payment providers on the 28th of November, 2023 for disbursal as a wire transfer and is marked delivered in our system. Please review your bank statement Cstohr, the funds should have arrived in your bank account within about 10 business days from that date. If you are still certain that the transfer hasn't arrived please provide casino.guru with your bank statements from November to present, I'm sure they will be happy to share them with me and I can have them reviewed by our payouts team on your behalf.

Best wishes,

Nick and Sunrise

Where should I send the statement to?

Dear Cstohr, you can send your bank statements to my email address at natalia.b@casino.guru and we'll share them with the casino representative. Thank you.

I'd like to confirm receiving the email from you, Cstohr. The files were sent to the casino representative.

Greetings all,

I am still waiting for review of the submitted bank statements by our payouts department however reviewing them superficially on on my own I see a deposit of $100 on the approximate date it should have arrived. I will once again need to wait for further information.

Best wishes,

Nick and Sunrise

What date do you see the $100?

Dear Sunrise Slots Casino, have there been any updates?

Greetings all,

There is indeed, we have heard back from our 3rd party payment provider and there was an unspecified delay we are still trying to get more information regarding. The good news is payment has been released by our 3rd party on the 18th of January as a wire transfer and should arrive shortly if it has not already.

Best wishes,

Nick and Sunrise

Thank you for your message, Sunrise Slots Casino.

Dear Cstohr, based on the information from the casino representative, the payment was finally processed a week ago. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Looks like it came in

Dear Cstohr,

I'm glad to hear that you finally received the winnings and the 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,

Natalia

Casino.Guru