Sunrise Slots Casino - プレイヤーの撤退が遅れています。

Request - June 6th

Approval - June 17th

It is now one month in and they have said that is out of their hands and it is dependent on the payment service provider. I have asked for the payment service provider info to resolve this and heard nothing back.

Dear roperjeremy90,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The withdrawal was approved on June 17th and I just got a response from Sunrise customer service that they will not provide contact information for their payout service provider for security reasons.

Is there any update?

Hello roperjeremy90,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear roperjeremy90,

Were your winnings accumulated with or without an active bonus?

Thank you.

With a bonus, but I also made a qualifying deposit

Hi roperjeremy90,

• Just to confirm, were all your winnings from a free bonus, and did you then make a minimum real money deposit to verify your payment method?
• Additionally, have you redeemed any free bonuses from this casino in the past?

Thank you.

In regards to your 2 questions with the first bullet point, The answers are yes and yes, respectively.

As for the query with the second bullet point, I have not done so.

Thank You for your thorough questioning to better understand the situation. Often people jump to wrong conclusions by relying to heavily on asumptions and may have a strong possibility of doing more harm than good because of it

Thank you very much, roperjeremy90, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear roperjeremy90,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Sunrise Slots Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Sunrise Slots Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Greetings all,

I am pleased to report that payment was made today via Bitcoin and has been confirmed delivered in Blockchain Explorer.

Best wishes,

Nick and Sunrise

Dear Nick and Sunrise Slots Casino,

Thank you for this valuable update on the case.

Dear roperjeremy90,

Could you please confirm that you have received the funds?

I have received it. Thank You.

Dear roperjeremy90,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo