Sunrise Slots Casino - プレイヤーが賞金を受け取れずにいます。

I won 250.00 on a tournament at sunrise slots.it wasn't won on a free chip they kept saying it was won on a free chip when it wasn't it was won on a tournament. And they are refusing to pay me the 250.00 that I won.

Dear katkrazy7151,

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

dq56i****- This is my player username sorry I was mistaken.

They told me they denied my withdrawal cause it was won on a free chip when it wasn't.

Dear katkrazy7151,

Have you received your withdrawal from the casino yet?

No I haven't received it I appreciate your help with this.

Dear katkrazy7151,

Would it be also possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru?

I will try to get that to you asap

Dear Katkrazy7151,

I hope you're doing well. I wanted to check if you were able to obtain the requested information. So far, I have not been able to locate any email from you regarding this matter.

If possible, could you kindly forward the relevant details to us at your earliest convenience? These information are crucial for us to proceed with resolving the issue at hand.

Thank you for your attention to this, and I look forward to your response.

Best regards,

Nick

Dear katkrazy7151,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.