Sunrise Slots Casino - 選手の退場が遅れました。

It has been more than 20 business days since I requested the withdrawal on October 5th. They kept telling me the same thing and they didn’t do anything which is typical of the casinos, unfortunately.

Please help me to get it resolved.

Thank you.

Dear grumpymonkey0617,

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

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

Have you made any successful withdrawals before? YES

And yes I have passed my verification which is the most frustrating part in this matter.

Thank you very much for your reply, grumpymonkey0617. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here.

Additionally, 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.

Dear grumpymonkey0617,

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.

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.