Good morning,

I request your assistance in securing my winnings. I made a withdrawal request for 2500 USD on 23/08/2023 which was approved on 6/09/2023. Since then, I've been told that the payout would occur in less than 10 days, which hasn't happened yet. Can you help me with this?

Bom dia,

Pe?o a vossa ajuda no sentido de receber os meus ganhos. Efetuei um pedido de saque no valor de 2500 USD no dia 23/08/2023 e este foi aprovado a 6/09/2023. Desde aí a resposta que o tenho é que o pagamento seria em menos de 10 dias, o que n?o aconteceu. Podem ajudar-me?

Hello Li1979,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunrise Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Good afternoon Nick,

my account was already verified before the withdrawal request. And the withdrawal was already approved on September 6th. I asked the casino for clarification on September 18th and the response was the one I attached. 7 to 10 business days to have the money in your account. What did not happen.

Thanks,

LM

Boa tarde Nick,

a minha conta já estava verificada antes do pedido de saque. E o saque já foi aprovado a 06 de Setembro. Pedi esclarecimento ao casino a 18 de Setembro e a resposta foi a que anexei. 7 a 10 dias úteis para ter o dinheiro na conta. O que n?o aconteceu.

Obrigada,

LM

Thank you Li1979 for all the information provided. I will now forward your complaint to my colleague Tomas ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Li1979,

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 payment status?

Thank you.

Kind regards,

Tomas

Greetings all,

I've reviewed the situation and I'll see what can be done to assist, if anything else is required I'll let you know Li1979.

Best wishes,

Nick and Sunrise

Thank you for the information, Sunrise Slots Casino.

We are awaiting updates on the withdrawal progress.

Kind regards,

Tomas

Greetings all,

I have been informed that payment is in transit, as a general rule on wire transfers we are looking at 3-10 business days once delivered to our 3rd party payment providers. So hopefully the money will arrive before too long here. ??

Best wishes,

Nick and Sunrise

Dear Li1979,

I hope this is good news. Kindly let us know once you have received the payment so we can consider the case resolved.

Thank you.

Kind regards,

Tomas

Good afternoon everyone! According to the casino, the transfer was made on September 13th. (Answer attached) Soon the 10 working days have already been exceeded. But I will let you know as soon as I receive the winnings.

Bos tarde a todos! Segundo o casino a transferência foi efetuada a 13 de Setembro. (Resposta em anexo) Logo os 10 dias úteis já foram ultrupassados. Mas avisarei mal receba os ganhos.

Goodnight!

I inform you that I have not yet received my winnings and in the chat the only information they give me is that the money is with the payment provider and they do not give me any date to receive it.

Can you please question the casino again?

Compliments

LM

Boa noite!

Informo que ainda n?o recebi os meus ganhos e no chat a única informa??o que me d?o é que o dinheiro está com o provedor de pagamento e n?o me informam qualquer data para receber.

Podem por favor questionar novamente o casino?

Cumprimentos

LM

Greetings all,

I genuinely apologize for the delay, the 3rd party payment system is slower than any of us would prefer however this is exceptional even by the standards of the system we use. I have once again been assured that payment is forthcoming "shortly" however at this point we can only wait I'm afraid. Hopefully it comes in soon.

Best wishes,

Nick and Sunrise

Good afternoon!

I inform you that I have already received my winnings! Thank you casino Guru for your help and availability.

LM

Boa tarde!

Informo que já recebi os meus ganhos! Obrigada casino Guru pela ajuda e disponibilidade.

LM

Dear Li1979,

I'm glad to hear that your issue has been resolved successfully. 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