Sunrise Slots Casino - 選手の退会が遅れました。

Waiting over a month for my payout & they keep giving me different dates & the run around on when it will be here.

Dear Steve0824,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hello this ordeal began about a month ago I initially made several deposits of $50 and played multiple slot bonuses at that time I played for a few hours and won close to $900 and then suddenly my amount when to below $400 without losing. As I played on similar sights before and familiar with Bonuses I just assumed that bonus threshold was met and the site took back their % which has happened to me in past I thought fine so I kept playing and finally got up to over $2700 at that point I decided to cash out the max allowed ($2500) First the site asked me to verify all my banking info which I did Several says money sitting in limbo a few days pass then I was told the bank I chose for wire withdrawl was not one of the approved banks fine change info and add a new bank few more days waiting finally after almost 2 weeks of waiting I was told on Nov 14th that it was approved but for a total of $1622 ($878 less that the amount I requested to withdrawl) at this point I was told that $878 was due to the bonuses which I explained to them that it was already deducted mid play but after several emails I was told that the decision stands fine I figured just take what I can get instead of $2500 I will get $1622 ok not bad. Today is now day 12 and 2 days over of when I was told money would arrive but over a month total I called yesterday and after an hour Finally was told it should be here 7-21days and kept getting a run around and requested to speak to a supervisor and was told they would call me back which they did not and now site just awaiting wire approval. As of today still no money in account and sunrise could not provide me with a wire transfer tracking # which my bank stated that this should be provided by company.

During this time I applied another bonus which Was to be played on slots (until it allowed me to play other games). I have played these bonuses hundreds of times on other sites as well and with these bonuses it only allows you to play certain games as the other games (blackjack etc) are exempt and essentially locked out not allowing you to play. Once again I played a few hours back and forth on various slot games to which finally the other games were unlocked and now I could play blackjack I played a little longer and after winning $1,000 I decided to cash out Within a day the amount was processed on website so I was ecstatic as it was a lot quicker than last time so I thought ok now it’s in wire process. Several days later I received an email stating that my requested withdrawl amount of $2,000 (I at that point had 2 withdrawals of $2500 and $1,000 total of $3500) was denied because "the games I played were not allowed d/t bonus" After several days of back and forth I was told that this additional $1,000 would not be awarded to me as the games were not allowed I explained that I simply played the games I was allowed to play Blackjack was open after I met my threshold so it is not my fault the site ooened these games As admission of guilt the company sent me back my original $50 deposit but denied the $1,000 payout At this point it was over 2 weeks of dealing with the initial $2500 deposit so very angrily decided to just take the winnings I was promised so out of potential $3500 I was to receive a total of $1622 ($1878 less than I was supposed to receive) this is crazy that a company can just steal someone’s money I am extremely frustrated and upset and was greatly relying on that amount to function day to day please I hope someone can help me as I don’t know where else to turn thank you so much

sincerely, Steve ***

Thank you very much for your reply, Steve0824. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, Steve0824, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello Steve0824,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Sunrise Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino,

Can you please provide an update on the status of the player's withdrawal?

Best wishes,

Tomas

Greetings all,

I've reviewed the situation and I'll see what can be done to assist. Do you by chance have a Bitcoin account Steve0824? I see you are set up for bank wire but Bitcoin may serve to expedite things if I can get it approved as a payout method for you.

Best wishes,

Nick and Sunrise Slots

No I do not have Bitcoin and I made this known over a month ago when I began this withdrawl process

Dear Sunrise Slots Casino,

Is there any other payment method available for the player in order to expedite withdrawing funds?

Thank you.

Kind regards,

Tomas

Understood Steve0824,

However our 3rd party payment provider is currently experiencing delays with bank wire, yours is set to go out as soon as possible but Bitcoin could hasten that cash to your pocket is all.

I'll update as soon as I have further information.

Best wishes,

Nick and Sunrise Slots

Hello,can you please be more specific with your timeline as I have been told since November 14th that my funds will be sent out 7 days then 7-14 "business days" then 7-21 then after the full 21 business days I was told the exact same line above and also told that withdrawls would be "with the next batch" or "sent out as soon as possible"…..

Dear Sunrise Slots Casino,

Please update us once you have processed the withdrawal for the player.

Thank you.

Kind regards,

Tomas

Hey all,

I have been assured we will see some movement shortly.

Best wishes,

Nick and Sunrise Slots

Hello Sunrise Slots Casino,

Are there any updates regarding the player's withdrawal?

Thank you.

Kind regards,

Tomas

Hello Tomas I have received a final payout of $1582 (still $40 short of promised total) but after this all time I am just happy with any payout at this point thank you for ur assistance!

Dear Steve0824,

I'm glad to hear that your issue has been resolved successfully. I suppose the 40 USD part should be a bank wire withdrawal fee. Anyway, 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,

Tomas