Sunrise Slots Casino - La retirada del jugador se retrasa.

I have waited over 2 months for my withdrawal. They say they sent the payment and it is the payment processor that is taking a long time the only thing they say to me is don’t worry it will get there. It been 2 months already.

Hello 57m5m98j9r,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunrise Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

If they are having a verification issue then they should be upfront and speak with me about it to resolve it if in doubt.

But if I give them all my documents that they requested, and they are still having these issues then I don’t know. They need to figure out what other ways to verify me then so they are satisfied.

Why would the other casino sites continue to allow me to deposit thousands of dollars if my accounts are not verified. I have been using mainly Bitcoin deposits. But I have cards under my name also I just used the card the other day anddddd I will verify at the other sites even though I have not cashed yet but I will just do so so they can be at peace of mind. And I also have been using direct zelle deposits to the casino sites from my bank account.

It should not even matter what their personal opinions are, I followed the rules and I passed all the verification procedures that they have requested of me thus far. There should not be an issue.

They should implement more secure and solid ways to verify their customers from here on out then into their system. I have done everything that they asked of me to do and I followed all their rules and they are still withholding my winnings. And this has become a personal opinion at this point because I have followed all other regulations like every other customer has on their website.

sorry this is so many responses and paragraphs you do not have to post all of it and i don’t know how to delete the entire post. Lol

Hello 57m5m98j9r and thank you for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi 57m5m98j9r,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Sunrise Slots Casino to join this conversation and participate in the investigation. Could you please share more information regarding the player's case? Are there any specific reasons for the player's withdrawal request to be delayed for over 2 months?

Hope to hear from you soon!

Best wishes,

Natalia

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

okay...

Greetings all,

And apologies for the delay, I have just received access to Sunrise based player complaints as of today so we should be more fluid moving forward.

That said, I can see in the system that payment was made to our 3rd party payment providers on the 26th of July for disbursal as a wire transfer, it unquestionably should have arrived by now. If you could please provide bank statements to the casino.guru team from the beginning of July to present they will share them with me and I can have them reviewed. If we can prove categorically that payment did not arrive through no fault of your own I'll see what can be done to re-issue the payment on your behalf 57m5m98j9r. Perhaps even in a more expeditious manner such as Bitcoin.

Best wishes,

Nick and Sunrise Slots

Hi Nick, thank you for checking this!

Dear 57m5m98j9r, following Nick's message, could you please contact your bank and ask them to provide you with a statement from your account? I hope, it will help us to understand better what happened to your withdrawal. I'll set the timer for 7 days for now, please let us know when you get some new information from your bank.

Looking forward to hearing from you,

Regards,

Natalia

If there is an email that can be provided I can send the whole pdf document. It is 10 pages long and I can only post pictures on tbis forum. Or I can have my bank forward the statements also although I have the online statements already in my bank account.

And I thought the payment processors would let the casino know when they have confirmed the payment as being sent right ? So is there a confirmation number of the payment being sent?

and yes I tbjnk that Bitcoin would be a better option

I think there was probably an issue with the bank details I provided then ...

I can provide a Bitcoin address instead ! Lol thank you

Dear 57m5m98j9r, thanks for providing this info. Have you checked the banking details or have you managed to use Bitcoin instead?

Regards,

Natalia

Hey everyone,

My name is Stefan, and I'm taking over your case.

Am I understanding the situation correctly that you have provided the casino with incorrect banking details? Did you request a new bitcoin withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Greetings all,

As we have not received confirmation of rejection by the receiving bank from our 3rd party we need to assure that the payment did not arrive before we can move forward 57m5m98j9r. If you could please provide the casino.guru team with complete bank statements from the beginning of July to present they can forward them to me and we can review the statements internally. Once it is confirmed that payment did not arrive I will see what can be done about reissue of payment.

Best wishes,

Nick and Sunrise Slots

i did not request a new Bitcoin withdrawal because I am still waiting for the arrival of the cash out which has not arrived. I just think I might have given the wrong bank details because it has been over two months.

i do not know what the real issue is.

But i have the bank statements I just need a full email address to send the documents.

i can just send through my sunrise account email

Dear 57m5m98j9r,

You can send the bank statements to my email address stefan.m@casino.guru. I will forward them to Nick once I receive them.

Thank you in advance.

Kind regards,

Stefan

Hi I just sent the bank statements to your email address from my email address [n****m**@icloud.com]. I added in those asterisks because I didn’t want my email publicly displayed.

the subject title is " 57m5m98j9r" to that email in case you miss it in your inbox.

thank you much!!!

Dear 57m5m98j9r,

I am sorry, but I haven't received any email from you. Could you please try to send it again?

Thank you in advance.

Kind Regards,

Stefan

Ok I just sent it

Dear 57m5m98j9r,

Thank you, I have received the documents. I will forward them to Nick and he will respond to this complaint after that.

Kind regards,

Stefan

Dear 57m5m98j9r,

I have talked to Nick, and you will need to cover a whole period from the time of issue to the current. Could you please send the document to my email address stefan.m@casino.guru?

Thank you very much for your understanding.

Kind regards,

Stefan

Dear 57m5m98j9r,

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.

Ok

Dear 57m5m98j9r,

I haven't received any documents from you. Could you please send them to me as soon as possible so we can investigate further?

I am looking forward to your response.

Kind regards,

Stefan

I sent it

Did u receive it

Dear 57m5m98j9r,

I haven't received any documents from you. I have sent you an email, please attach the documents in response.

Kind regards,

Stefan

That’s really weird because the email is in my sent folder which means that the email was sent.

is that the correct email address you have.

You can send me an email to nhihamai@icloud.com and nmai1@hotmail.com just to be sure 🙂.

Dear 57m5m98j9r,

I have received your email. I will forward the documents to Nick, and he will respond to the complaint after review.

Thank you very much for your patience.

Kind regards,

Stefan

Greetings all,

I have received the documents and submitted them to the requisite department for review. Hopefully I have further information shortly.

Best wishes,

Nick and Sunrise Slots

Ok thanks.

Greetings,

Thank you for your cooperation, the evidence was reviewed and payment was re-issued on the 25th of November. It should be arriving in your bank account shortly if it has not already 46zmn2kqpj.

Let us know when that comes in!

Best wishes,

Nick and Sunrise Slots

Dear 57m5m98j9r,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Dear 57m5m98j9r,

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.

Sorry thank you so much! I have received the payment !

Dear 57m5m98j9r,

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,

Stefan