Sunrise Slots Casino - Вывод игрока был отложен.

I won some money at Sunriseslots.com last month. In the past they have been ridiculously slow about paying out, but typically within double what their posted payout window is. I requested a payout for $2500 on 08/02, had it finally confirmed on 08/16, and as of today, 36 business days later I still do not have any idea when they will pay out the winnings. I have contacted their support team and their payout team about 8 times since the 14th of August. Most recently they offered to cancel my Bitcoin layout request and send it as a wire transfer. I told them this would be wonderful if they covered the wire charges to make up for the delay in the payout. They declined and still could not give any kind of ETA for the payout. I have been quite patient, and I know they do delay these, but I would like some assistance if possible in resolving this issue and getting the payout. I know you all have had quite a bit of success with others in getting these issues resolved.

Thank you,

Larry S***

9TimesCats

Dear 9timesCats,

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. Do I understand correctly that you have made successful withdrawals before? 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,

Kristina

Dear 9timesCats,

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.

Apologies for the delayed response. I did not get a notification for the first reply you made.

To answer your questions; yes, I have made successful withdrawals before. I have previously, and do have the email from their payout team confirming all my paperwork is in order for this payout. I also can get a screenshot from where the payout was internally approved on 08/16/23.

I did make a bonus deposit, and the funds for the bonus were withdrawn when I made the payout request. You can see the transactions below from my transaction page.

Aug. 16, 01:00 pm

Bitcoin Withdrawal approved

Requested 2023-08-02 11:44 pm

$-2500.00

Aug. 02, 11:44 pm

Coupon Reversal Withdrawal approved

Requested 2023-08-02 11:44 pm

$-275.00

Aug. 02, 11:44 pm

Coupon Reversal Withdrawal requested

$-275.00

Aug. 02, 11:44 pm

Bitcoin Withdrawal requested

$-2500.00

Aug. 02, 07:29 pm

Free Spin Deposit approved

$15.00

Aug. 02, 07:29 pm

Free Spin Deposit requested

$15.00

Aug. 02, 07:29 pm

Coupon redeemed

$275.00

Thank you very much for your reply, 9timesCats. When did you make the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

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

I sent th below in an email as you requested but did not get a response, so I'm posting it here as well

On 05/20 I made a payout request from Sunrise for $250 using the same bitcoin withdrawal method. They were approximately 2 weeks behind their posted payment guarantee, but that was not too unreasonable. I had to check back 3 or 4 times with them but they finally paid it 06/08. It seems like there was another from January, but they don't hold records back that far for me to pull the information from.

I'm not getting alerts that you have responded to my messages on the board. Could we continue this via direct email? I feel like this would really reduce the delay in my responses.

Thank you,

Larry S***

Thank you very much, 9timesCats, for your cooperation. 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 9timesCats,

I've just reviewed your case and am sorry to hear about this issue with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when it replies.

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?

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

Greetings all,

I have reviewed the situation and I'll see what can be done to assist, I've sent you an email 9timesCats. If you could hit reply there and re-confirm your Bitcoin address I will try to get things moving for you.

Best wishes,

Nick and Sunrise

I just replied to the email from Nick with a bitcoin address. I'm including the email below for reference.

I would prefer not to give you the address for the wallet I submitted a couple of months ago as it's used. Please let me know if providing a new address will further delay this. If it will not, please use the address below. Otherwise, I will confirm the one I previously submitted.

#####################

Thank you,

Larry S***

On Tue, Oct 10, 2023 at 8:01 AM Resolutions Sunrise wrote:

Greetings Larry,

If you could be so kind as to confirm your Bitcoin address by hitting reply here I'll see what I can do to assist.

Best wishes,

Nick

Player Relations Manager

Thank you for the response, Nick.

Dear 9timesCats, please let us know if there are any updates after you send the Bitcoin address as per the casino representative's request.

So far there has not been a response to my email and no activity on my account. They have not paid the withdrawal.

Thank you,

Larry

I still do not have an email from them noting this, but it appears that Sunrise payed the payout request this afternoon. I cannot tell you how much I appreciate you all and this site. I have seen you help so many people and it's incredible what you all do. Thank you so very very much for being here and helping so many of us. Casino Guru is THE BEST!!!

Dear 9timeCats, thank you for the updates. Could you please specify your last message? Have you already received the winnings or has the status of your withdrawal request changed to "processed"? Thank you.

I have received the payout.

Thank you,

Larry

Dear 9timesCats,

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,

Natalia

Casino.Guru