Sunrise Slots Casino - El jugador aún no ha recibido las ganancias.

I play at Sunrise pretty consistently and I have withdrawn twice before without any problems. However, on April 3 I requested to withdrawal $960 . I have contacted everyday and have been told to wait 7-10 calendar days to be paid. in the meantime I won an additional $600 in a weekly tournament. I contacted the chat line to ask if it was ok to submit an additional withdrawal request since I still havent received the first one. I was told that it would be ok and also told that my VIP3 status was removed from my account. I am completely confused why that happened and I noticed that I am not seeing any available tournaments to play whereas before there was multiple tournament being offered. I dont know what to think at this point. Sunrise has always been my go to casino to play online but Im questioning the lag with my withdrawals and the unfair removal from tournament play? Is it because I won? maybe you could find out where my withdrawals are and what happened to my VIP status.

Dear echambers74,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I received my first payment now I am awaiting my second withdrawal thank you.

Dear echambers74,

Have you received your withdrawal from the casino yet?

I am still waiting for my $600 withdrawal from Sunrise Slots tournament win.

Thank you for your reply, echambers74. Do I understand correctly that you have already received $960? Did you use the same withdrawal method to request both withdrawals?

Have you received any explanation from the casino regarding the delayed withdrawal? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I have not received any explanation other than it was still pending approval. I did finally receive the 960. I am still waiting fir the $600. Its frustrating because they have right on there site that you receive faster payouts if you use Bitcoin and this is the reason I switched to bitcoin for deposit and withdrawal. It definitely was quick to deposit but withdrawals are not fast and still pending approval is definately questionable since the $600 was from a slot tournament win that should not be taking this long.

I am happy to hear that you at least received the first withdrawal. Could you please clarify when exactly you requested the withdrawal of $600?

Yes, I requested the $600 withdrawal on April 3 to my bitcoin address. I called and was told it should only take 10-14 days and they were waiting on approval.... i asjed again today as you can read attached conversation. Nothing has changed but now they said they dont have any dates or timeframes available regarding payouts.. very disappointing and it seems that the customer support all give different information.

Thank you very much, echambers74, 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 echambers74,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. 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? Could you please check what is the status of the player's other withdrawal request of $600 and when he could expect it to be processed from your side?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Greetings all,

The withdrawal request was approved on Friday the 28th of April and should be released in the following business days. If the transfer is not complete by Friday please let me know and I will take further action.

Best wishes,

Nick and Sunrise Slots

Dear Nick and Sunrise Slots, thank you for the reply.

Dear echambers74, as you can see, the casino representative confirmed that your withdrawal request is about to be processed so I hope you'll receive your winnings very soon. Please, let us know when they'll be credited to you. I'll set the timer for 7 days for you, hopefully, this timeframe will be enough.

Kind regards,

Natalia

Hello Nick,

Today is Friday and I still dont see my $600 payout. You asked me to let you know if I havent received it by Friday so I am letting you know that it has not been received.

Friday has come and went and the weekend is over and I still have not received my $600 tournament win from Sunrise Slots. There was a message to my email account weeks ago confirming my bitcoin address but nothing since until Casino Guru got involved I was told that it was approved on April 28th and that I should expect it in my account by Friday but nothing has been deposited.

Dear echambers74, thank you for the updates. I'm sorry you still haven't received your winnings, but I hope that Nick will help us to find out what's the matter.

Dear Nick and Sunrise Slots Casino, could you please check if the payment was already processed from your side? Or what the problem could be?

Regards,

Natalia

Greetings all,

I have looked into the matter and it appears the payouts department required confirmation of current Bitcoin address before releasing payment. I have sent you an email echambers74, please respond ad I'll see what can be done to assist.

Best wishes,

Nick and Sunrise Slots

Thank you Nick,

I have responded to your email.

Dear echambers74, have you received any new information from the casino after your last response?

YAY!! Thank you Nick and Casino Guru for help getting my withdrawal paid out. I received the payout today!!!

Dear echambers74,

That's great news, 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