Sunrise Slots Casino - 選手の退会が遅れました。

I requested a withdrawal via bitcoin on Aug 19, it has been 37 days and I have received nothing. Upon contacting customer service they have told me there is an additional 8-10 WEEK delay for withdrawals via BTC. I’m thinking this site is just a scam - avoid at all costs. The only updates I got was when I reached out via chat and to update my BTC address and then I chatted again the next week and now they’re saying BTC withdrawals are delayed 10 weeks and to change my withdrawal method and restart the month long withdrawal process all over again. Awful. It seems this casino is just avoiding paying out their players. Do not deposit here.

Dear joeydeluca13,

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

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

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

Hi there,

this withdrawal was "processed" and accepted but it was never sent. When I reached out they said they’re having problems with their crypto withdrawals and to provide details for a check to be sent (which they advised will take at least another month to receive. These earnings were from an email I received for a no deposit bonus. I played through and confirmed with support that everything was played through. The withdrawal was accepted as a result of successful play through and also it should be noted that the max cash out for this promotion was 100 USD and I withdrew exactly that. I followed the terms and conditions very carefully and this casino accepted the withdrawal. I was told by customer service that all withdrawals that have been accepted have passed all playthrough requirements and are guaranteed to be paid out but now they are hitting me with excuses that they’re payments are delayed. I assume they are hoping I forget about this $100 and move on.

Thank you very much, joeydeluca13, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Sunrise Slots Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Thank you I appreciate it.

Dear joeydeluca13,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue. Now I would like to invite Sunrise Slots Casino's representatives to join this conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino, could you please state the reason why the player's withdrawal has not yet been paid?

Thank you in advance for providing the information.

Kind regards,

Tomas

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Thank you for following up. I hope they respond. I appreciate Casino Guru’s help. Thank you

Greetings all,

I have reviewed the situation and I see that payment was issued to our 3rd party payment providers on the 3rd of October for disbursal in your requested payment method of physical check joedeluca13. As a general rule we are looking at up to10 business days on delivery however keep in mind this is a physical check we are talking about and there can be further delays from time to time.

When the check is available for delivery you should receive an email with the tracking information from the courier.

From what I see it's only a matter of patience for the time being. Please remember that checks are for physical deposit only at a bank branch and probably best not to mention gaming to your bank.

Best wishes,

Nick and Sunrise Slots

Thank you, Sunrise Slots Casino, for providing the information.

Dear joeydeluca13, could you please update us once you have received the check?

Kind regards,

Tomas

Yes I will update you once I receive the check.

Hello joeydeluca13, any updates regarding the check?

Thank you.

Best regards,

Tomas

Dear joeydeluca13,

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 received it. Thank you for your help.

Dear joeydeluca13,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas