Sunrise Slots Casino - 選手の退会が遅れました。

I requested a Bitcoin withdrawal of $2500 over a month ago and still not received it. It has been approved. I followed all the rules. I have reached out to the casino several times but they are not giving me a straight answer as to why I do not have it yet.

Dear skeberhart1023,

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?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is 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

It is not related to my account. The withdrawal was approved but I have still not received it. They said they are experiencing delays.

Thank you very much, skeberhart1023, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Skeberhart1023!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Greetings all,

I've had a chance to review the situation and I'll see what I can do to assist. I've sent you an email Skeberhart1023, if you could please reply with the requested information it would be much appreciated.

Best wishes,

Nick and Sunrise Slots

I emailed the requested information.

Today makes 10 business days from my approval, 20 business days since my initial withdrawal request.

If you guys would just be transparent in your Terms and Conditions can you imagine the time and energy you would save???

Just say Hey, if you make a withdrawal with our casino we are not sure when you are going to get it...at all. We would like everyone to get their money in a timely manor, but more than likely that won't be the case. So just prepare for it to take about three months for any withdrawals and if you happen to get it earlier then great.

But you don't do this, instead you lie in your Terms and Conditions and you know you are lying...but you do it anyway.

I just tried to log in and it says "player login restricted"

Who broke the Terms and Conditions, me or you???

Skeberhart1023, it is usual for casinos to restrict player's access to their account when the account check is in process, and, likely, it is the case right now. So, I suggest to wait for the Nick's response.

Thank you for your patience!

Ok, I will. Thank you. I'm sorry I got a little carried away there.

Greetings all,

Bitcoin information is updated in the account and I have received confirmation from our finance department that payment will be disbursed in the coming business days. Let us know when that comes in Skeberhart1023.

Best wishes,

Nick and Sunrise Slots

Thank you, Nick!

Skeberhart1023, I will set timer for 7 days and I hope funds will come to your Bitcoin address soon. Let us know when it happens!

I will definitely keep you updated! Thank you for your response Nick.

I still have not received my payout. 35 long days...and counting...I am literally crying right now.

Hello, Skeberhart1023!

The information was that the payment will be sent "in the upcoming business days", so it left us only with Friday last week. I am thankful for your patience and, though, there is a possibility that the funds will be sent only today or later, I hope that you receive them as soon as possible.

I wish you all the best!

Pavel K

I would like to apologize to all involved with my dispute. I responded to some of these when I was emotional and they sound very ugly and that's not who I am. I know everyone is doing everything they can to help me to resolve this and I truely appreciate it.

Skeberhart1023, it can be a tough time for anyone, therefore, I would like to thank you for your understanding and cooperation. Please, let us know as soon as you will receive your funds!

Pavel,

I thank you for trying to help me with this issue. At this point I can only assume Sunrise is not going to pay me. I am disappointed this could not be resolved.

I understand you. Recently, we did not have problems with withdrawals from Sunrise Slots, majority of latest complaints with them had been resolved, so I hoped that this would be the same case. The least I can do here is to suggest to wait full 14 days from the alleged sending of the money which is standard timeframe for withdrawals from most casinos. With your permission I will set the timer till the end of this week, and, if you will not receive money by then, I will close complaint as unresolved. However, there always will be possibility for you to reopen it in case funds will get to you later.

Update: I was reviewing my emails and realized that my Bitcoin address was wrong and I am in complete panic! It was from an account I closed and no longer have access to. I immediately get on chat and say, hey, you guys have the wrong address, I need to change it. But no one was there. I am at work at the time, I can't call. When I get off work, I call and say I need to change my address, they say well we can't do that over the phone. You have to send an email. I told them I am worried there is not enough time. I finally convinced them to do it over chat but I had to wait a long time to get reconnected on the chat from the phone call. So they say they changed it. The next day I get an email from the processing department that says we sent your money via Bitcoin. I was thrilled. Until I saw that the address was still wrong! I emailed them back and said no, that's the wrong address! They replied with sorry all bitcoin transactions are final, there's nothing you can do about it now. I am crushed!! All this work to get my payout and I don't think there's any way I will get it now. I am devastated. Is there anything I can do? I fully take responsibility for not paying attention and getting it wrong. Maybe Sunrise can dig down deep in there heart of hearts and help me fix this?? But I

don't know. 🙁

Hello, Skeberhart1023! I will see what I can do.

Thank you so much Pavel! Any help would be greatly appreciated.

Greetings all,

I had a look and payment went out on the 4th of April to the provided Bitcoin address and is confirmed delivered in Blockchain Explorer. We go to great pains to assure we have the correct information before releasing any funds (as was done in this case) for exactly this reason. The Bitcoin address was confirmed directly before disbursal of funds. Once a payment has been sent and delivered there is no way for us to retrieve it Skeberhart1023, I did everything I could to assure you got paid but there are definitely some variables we have no control over on our end. I would suggest contacting your crypto provider, perhaps they can provide assistance but we have delivered the funds to the address you provided and have no means by which to get them back.

I wish I could be of more assistance.

Best wishes,

Nick and Sunrise Slots

Thank you very much for your help, Nick!

Skeberhart1023, I am very sad to say it, but I must reject your complaint. There are things that we can not have control over and this is one of them. I urge you to try to resolve the issue with your crypto provider, like Nick said, and I hope, that the situation will work itself out. If you would like to ask me any questions - do not hesitate to contact me through my e-mail: pavel.k@casino.guru . I wish I could help more.

Respectfully,

Pavel K

Casino Guru Team