Sunrise Slots Casino - プレイヤーの引き出しが遅れ、アカウント処理が混乱しています。

Hi I am writing to you because I need help I won some money from sunrise casino and I did the verification deposit but it didn't go through it was added to my slot account. I went to the casino chat and chatted with about 5 different reps who had different things to tell me I was first told because it was a free bonus that my withdrawal request would be denied even after I met the play through requirements because I didn't deposit any money I wasn't entitled to the free bonus wins which is not what i read on the email that was sent. Then I was told that in order for the withdrawal to be completed I had to make another deposit now I had been trying to do this since the 5th of December it is the 13th with no positive impact I also was told that it was expedited to the finance department I asked when will that be and I didn't get a response I was told to be patient I just kept getting the runaround and being lied to I sent some of what I have I did have another downloaded chat but can't find it. I continue to correspond with the casino and I was told to make a verification deposit which was already made but was applied to my slot account instead of verification deposit. Please help me

Dear brownsolvaline61,

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.

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

Have you requested a withdrawal via Bitcoin as the casino advised?

According to the communication with the casino you provided, you do not need to make another deposit via Bitcoin, as you have already deposited using Litecoin; you can simply request your withdrawal via Bitcoin.

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,

Dominika

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.

Yes I passed the KYC verification. I did request it bitcoin but for some reason it didn't go through or sometime I did not get that option. I have made a deposit via litecoin on sunrise casino sister site. No I did correspondence with the casino 12/14/24 and I was told I had to make another deposit and I will get 10 dollars for the 1 deposit and 10 for the 2nd deposit and I said why when I made a deposit and it was applied to my players account not the verification deposit where it should have went.

Dear brownsolvaline61, could you share your transaction history?

Did you make the Litecoin deposit to a different casino instead of this one?

No I made the deposit to sunrise casino

Thank you very much, brownsolvaline61, 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.

Dear brownsolvaline61,

I’ve just reviewed your case, and I’m sorry to hear about the difficulties you’re facing with withdrawal. I’ll contact the casino to see how we can assist you. Once they respond, we’ll explore what can be done.

Dear Sunrise Slots Casino, I’d like to invite you to join this discussion to help resolve the player’s complaint. Could you provide more information regarding this case? Specifically, please clarify if the player's verification deposit was successful and if the withdrawal can be made.

I look forward to your response. If you have any supporting evidence, feel free to send it to my email at natalia.b@casino.guru.

Best regards,

Natalia

Greetings all,

Apologies, I was forced into time off for the holiday, can't deny it was very pleasant. So HAPPY NEW YEAR to everyone. 🙂

I had the chance to review the account and I can see that the necessary documents are now in place for account verification. The funds have been placed back in your account to give you the opportunity to request your withdrawal using our automated Coindraw system. Please request your withdrawal once again brownsolvaline61 and select Coindraw as your payment method, it is incredibly fast and efficient in most cases and should resolve the situation quite quickly.

Best wishes,

Nick and Sunrise

I tried 3 times I give up this should not be that hard I have done th8s before they can send me back my 10 Dollars and they can keep their money

So it is useless dealing with sunrise. It had be exhausting and panic ridden trying to explain to them that I am not in the position to keep making deposits explaining that I am unemployed can't pay to file my taxes and you want me to make a deposit when I made 1. Then they fail to take ownership of their mistake and not fix it and that is what I am not understanding. So I give up even after I asked for them to refund my 10 dollars and was told that I can get a refund but you can get a refund with your withdrawal make it make sense.. Don't want to deal with I anymore

Thank you, Sunrise Slots Casino, for checking this issue.

Dear brownsolvaline61, Could you please specify if you received any errors when trying to request your withdrawal after the message from the casino representative?

All it keeps doing is sending me to the confirm verification wallet I did everything thing they said even cleared my cache and data out. I had to do a verified deposit for captain jack casino before and they do it the same way sunrise casino does there and I had no problem. I repeated the steps from before and nothing. this is what I keep getting it isn't even recognizing my deposit and all I keep hearing is make another deposit and I say not happening I don't understand how they are allowed to requesting me to deposit but is not taking the time to help me I asked to speak to a manager or supervisor and was denied that option. So it has not been good these past few months.

Dear Sunrise Slots Casino, can you please double-check if the player is enabled to make a withdrawal? According to brownsolvaline61, the verification deposit is still required.

I was able to do the withdrawal but now I am worried about if they try and find a reason to keep my withdrawal.

Thank you for the updates, brownsolvaline61. It may take a few days until your withdrawal request is approved and processed, but since it is a crypto payment method, I hope the process won't take too long.

They said Jan 22 I should hear back from them

Greetings all,

It appears the withdrawal was requested successfully however it was requested as traditional Bitcoin rather than Coindraw. This means it is a manual process, I can certainly assist however it slows things down considerably. First we will need a valid method of withdrawal on file before the requested withdrawal can be approved. Please visit our service department brownsolvaline61 and confirm with them your current Bitcoin account. Once we have this on file in your player account we will be able to proceed with approval and payment.

Best wishes,

Nick and Sunrise

Dear brownsolvaline61, have you confirmed your payment method with the casino customer service on their website? Do you have any updates from them?

I did receive something about my account is still under review and I should hear something back in the next couple of days

Dear Sunrise Slots Casino, could you please check with the relevant department to confirm if the player’s payment method has been settled? Additionally, let us know if you can proceed with the withdrawal. Thank you.

Greetings all,

There is still no update within the account, I also reviewed your interactions with the casino and I see where they instructed you to submit your Bitcoin address via email brownsolvaline61. I see emails but none of them contain the requested information, please work with our service department, follow thier instructions, and once the payout information is on file we can proceed.

Best wishes,

Nick and Sunrise

I did receive this from them so I don't know

Dear brownsolvaline6, have you submitted all the requested details as asked by Nick? Have you sent your response to the casino's customer service?

Yes I did and again I received this from the casino

Dear brownsolvaline6, could you please share a screenshot of your email sent to the casino?

today makes the 10th day that it should be in my account.

Dear brownsolvaline6, the screenshot you've provided does not include the relevant information about the Bitcoin address details that the casino representative asked you to specify in this complaint thread. Could you please provide this information?

Dear brownsolvaline61,

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.

moneymaker1026.cb.id bc1q62zlx0ea3jsl4sjsk5ls4njpyf86ypel5q6z9g

I checked the bitcoin address it is not valid

Dear Sunrise Slots Casino, can you please explain where the payment was sent?

As I understand the player received a confirmation from customer support that the payment was sent to:

bc1qhynz3f8hc05grhu2mcfex4zhvl49vrdxje9wef

while she provided another address:

bc1q62zlx0ea3jsl4sjsk5ls4njpyf86ypel5q6z9g

I tried all my bitcoin wallet and nothing

Greetings all,

The funds were sent to the Bitcoin address provided by the player via email (email date, February 5th) on the 10th of February and have been confirmed delivered (and withdrawn) in Blockchain Explorer.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Sunrise

Yeah I see that but I don't know how to retrieve it I have been asking for help with the funds but nothing so I am frustrated and don't want to deal with anymore

Thank you for sharing the screenshots, Sunrise Slots Casino.

Dear brownsolvaline61, from the screenshots Nick shared, I can see that you provided another Bitcoin address than you mentioned in the complaint thread - bc1qhynz3f8hc05grhu2mcfex4zhvl49vrdxje9wef. The payment was processed and sent to this address on 10th Feb. According to the information on the blockchain, the funds were withdrawn from the wallet the same day.

So, you confirm that you have received the money? Can you please explain what the issue is now? What kind of help with your funds have you been expecting?

To my understanding, the casino fulfilled its liabilities and processed the payment, and the complaint can be considered resolved.

My apologies I couldn't find my wallet but I found the wallet it is a trust wallet but I don't know how to get it in there bc1qhynz3f8hc05grhu2mcfex4zhvl49vrdxje9wef

Dear brownsolvaline61, please check it directly with Trust wallet support here: https://support.trustwallet.com/en/support/home. I'm sure they will do their best to explain to you how you can get to your wallet and access your funds. Or check the Trust wallet help center here: https://community.trustwallet.com/c/helpcenter/8.

I'm afraid neither the casino nor our complaints resolution center can be responsible for you not being able to get into your trust wallet account, but I hope that the above-mentioned links will be helpful for you. Please, let me know if you will be able to get into your account.

Dear brownsolvaline61,

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.

No i can get into my trust account I don't know how to transfer the funds to my trust account. I have been asking for help but no one has been able to help me so I gave up. Thank you

Dear brownsolvaline61, I’m sorry to hear that your Trust Wallet support couldn’t assist you with this issue. Unfortunately, we are unable to help directly, as this matter must be resolved through your payment provider.

Although it appears that this issue with the withdrawal itself may have been resolved, without confirmation regarding the receipt of payment, we are forced to reject this complaint.

Thank you for your understanding, brownsolvaline61. I regret that we couldn’t be of more assistance this time. Please feel free to contact us if you encounter any issues with this or any other casino in the future.