Sunrise Slots Casino - 決済が遅延しているとのクレームがあります。

withdraw my winnings and it says 0 playthrough and my withdraws got canceled tricking me into playing my points

Dear BlvckS,

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

so it canceled on me because it said I didn't finish playthrough,but the winnings came from the tournament . states I didn't need a playthrough limit and it let me withdraw

Dear BlvckS,

Have you received your withdrawal from the casino yet?

Dear BlvckS,

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 havnt because they said I havnt made my playthrough which wasn't required and then they said I had pass the playthrough that was needed . now they said I have 0 points because I played it all

Thank you for your reply, BlvckS. Do I understand correctly that you lost all funds you intended to withdraw?

I put 600 as withdrawal so I had 100 left to play, as I was playing the 100 u went down and my score jumped up out of nowhere. I never got a notification of my withdrawal being denied until I checked it myself.

Alright, allow me to rephrase my question. How much money do you have left in your casino account, please?

Dear BlvckS,

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.

I have nothing in there due to the fact the withdrawal got canceled without notifying me. I passed through all the kyc verification and everything. There was no reasonable reason why the withdrawal got canceled

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.