Sunrise Slots Casino - 選手の退会が遅れました。

Don't pay out despite accepted payout, instead more and more time is simply created under pretexts so that everything can take even longer, but completely irrelevant. This is not acceptable. Also, the last email from support said they might pay it out eventually, but they can't say when. Very clear warning about this casino, borderline criminal

Zahlen trotz akzeptierter Auszahlung nicht aus, stattdessen wird einfach immer mehr Zeit unter Vorwänden kreiert, damit alles noch länger dauern kann, aber völlig irrelevant. Das ist nicht akzeptabel. In der letzten E-Mail vom Support hieß es auch, dass sie es vielleicht irgendwann auszahlen, aber wann können sie nicht sagen. Ganz klare Warnung vor diesem Casino, grenzwertig zu kriminell

Dear keineahnung789,

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

There was no payout before, so this is the first payout.

The verification was already complete and confirmed beforehand. There was no active bonus

Vorher gab es noch keine Auszahlung, es ist somit die erste Auszahlung.

Die Verifizierung war bereits vorher komplett und bestätigt abgeschlossen. Einen aktiven Bonus gab es nicht

Thank you for your reply, keineahnung789. Do I understand correctly that the withdrawal was approved, but still has not been processed?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Correct, approved but nothing is edited.

Korrekt, genehmigt aber es wird nicht nichts bearbeitet.

Thank you very much keineahnung789 for your reply. I will now transfer your complaint to my colleague Tomas (tomas.k@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 soon.

Hello keineahnung789,

I have reviewed your case and will contact the casino to see if I can help.

We 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?

Kind regards,

Tomas

Greetings all,

I've reviewed the situation and I'll see what can be done to assist.

Best wishes,

Nick and Sunrise Slots

It's easy to stop making ridiculous excuses and just pay instead. In the meantime, the case has also been reported to various authorities as criminal fraud

Es ist ganz einfach, lächerliche Ausreden stoppen, stattdessen einfach bezahlen. Zwischenzeitlich wurde der Fall auch diversen Behörden als Krimineller Betrug gemeldet

Greetings keineahnung789,

I am a player advocate appointed by the casino and working in cooperation with the team here at casino.guru to assure you and all players get thorough fair review and the promptest possible action in resolving your issues. Please understand that I must also work in conjunction with the internal departments of the casino itself in order to accomplish the tasks at hand and some amount of patience is required on your part.

It is your right to use whatever channels you deem necessary however you are in very good hands here, I've seen your case and taken the necessary actions to expedite a resolution on your behalf.

Best wishes,

Nick and Sunrise Slots

Thank you, Sunrise Slots Casino, for participating in the resolution of this complaint.

Please keep us updated on any developments.

Kind regards,

Tomas

Greetings all,

Just a confirmation that the maximum withdrawable amount of $100 on the free welcome chip in play at the time of the win has been paid out via Revolut as of yesterday. If you could confirm delivery keineahnung789 that would be wonderful.

Best wishes,

Nick and Sunrise Slots

Dear keineahnung789,

Could you please confirm that this is correct and that the matter is now resolved?

Thank you very much.

Kind regards,

Tomas

No, I can't confirm. In addition, the matter is not complete until EVERYTHING is paid out, no matter how many times the amount is divided

Nein, kann ich nicht bestätigen. Außerdem ist die Sache erst abgeschlossen, wenn ALLES ausgezahlt ist, egal wie oft der Betrag noch aufgeteilt wird

100+180

Greetings all,

As the terms and conditions of the casino and the rules of the welcome chip itself state there is a minimum/maximum cashout value of $100 on these funds which has now been paid in full. A "manager withdrawal" as seen in the screenshots above is physical documentation of non-cashable funds being removed from the closed system at a managerial level.

I hope this clarifies things.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Sunrise Slots

Dear keineahnung789,

I was provided with evidence supporting the casino's decision. Your winnings have been capped as you have accumulated them using a free chip welcome bonus, where the maximum cashout is set to $100.

The casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved.

The complaint will now be rejected, I am sorry I could not be of more help on this occasion.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino.

We will try our best to help.

Kind regards,

Tomas

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

So far no incoming payment despite promised almost daily for several weeks. One can and must only warn against these liars

Bis jetzt kein Zahlungseingang trotz seit mehreren Wochen fast täglich zugesagt. Vor diesen Lügnern kann und muss man nur warnen

Dear Sunrise Slots Casino,

As the player provided us with the evidence confirming that they haven't yet received the payment of $100, we would like to ask you to look into the issue once again and confirm whether the payment has really been transferred or not.

Thank you.

Kind regards,

Tomas

Greetings all,

Payment was issued to our 3rd party payment provider on the 19th of October for disbursal as a wire transfer. Once payment has been made by the casino it generally arrives within 10 business days but can sometimes be a bit longer due to excessive transfer volumes with the 3rd party . Currently we would be at business day 7 due to a local public holiday, hopefully the payment arrives soon however there is no cause for concern at this juncture.

Best wishes,

Nick and Sunrise Slots

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

Dear keineahnung789,

Could you please update us once you have received the payment?

Thank you.

Kind regards,

Tomas

No payment received until now. The fairy tales are also not very believable, it wasn't day 7, but week 7, and stupid excuses every day.

Bis jetzt unverändert kein Zahlungseingang. Die Märchen sind auch wenig glaubhaft, es ist nicht Tag 7 gewesen, sondern Woche 7, und jeden Tag dumme Ausreden.

Dear keineahnung789,

Any updates regarding the payment?

Thank you.

Kind regards,

Tomas

Dear keineahnung789,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas