Oh 6/24/2022 I requested to withdraw my winnings via Bitcoin. I went through all the steps for making sure that my withdraw was going to be accepted. On 06/30/2022 Sunrise Slots emailed me and told me that my money was approved for payout and it was sent to their payment processor but that the withdraw method I had picked which was Bitcoin was delayed and that I would need to pick a back up method and that they would let me know which method my winnings would be paid out to. So I submitted all the information to have my money sent via wire transfer. Well I’m still waiting. They keep giving me the same almost like rehearsed script of what they are told to say which is . Hello (my name) Hope you are doing well today. As per the notes on your account you winnings were approved for payout on 06/30/2022 where we sent the money to our payment processor and now we have to just wait for confirmation. Once we have Received confirmation you will get an email with all the details. Keep in mind this is not a bank to bank transfer and that it must pass through multiple different stops before reaching your account. We can not give an estimated time frame due to the fact each bank has different time frames on how they handle international wire transfers. Please be advised you may also end up receiving the payment before we have been given confirmation. If that is the case please email us letting us know. Sorry for any inconveniences this may have caused you. 

everynow and again they will throw in a different one. They have told me that they have escalated my issue and concerns to the head supervisor in the Financial Department of the casino but nothing has came of it. I did however after emailing them every single day get an email from them asking me to provide my updated bitcoin address so I did and asked if that was how I would be getting my money. They wrote back and told me no that it was sent via wire transfer stop asking to be paid out via Bitcoin. But in the time I have been waiting they have sent me two promo emails stating if any player deposits and withdraws via bitcoin it has much faster payout times and you will receive your money in less than 48 hours. I have asked them multiple times why I am getting these emails saying one thing and yet they say all forms

of payout are delayed due to the payment processor. They fail to give me an answer. They just keep saying rest assured my payment was sent out with the batch of withdraws on 6/30 and that there is nothing more that they can do. I need to just be patient and continue to wait that they promise you will be getting your money. Back in July I had been emailing with them and told them I lost my job and that it was extremely important for me to please i actually was begging them to please make sure that my winnings made it to me on or before August 1st as this money was all the money i had and needed it to pay my rent if I didn’t have it I would be evicted and become homeless they literally told me not to worry we will see to it that your winnings will be in your account on or before 08/01/2022 well here it is 08/09/2022 and i still have not gotten anything from them but the run around. We have emailed back and forth over 250 emails between them writing and me emailing them back and still nothing has been deposited into my bank account. Please please help me

Hello heatherlorraine89,

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 is 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?

Looking forward to your answer.

Regards,

Nick

Yes my account is verified it’s been verified since June no I didn’t not use a bonus and yesterday was the last time I spoke to the casino about this the keep saying that my winnings were sent out with the batch that went out on 06/30 and they are just waiting on confirmation from the payment processor which is delayed and has been for well over 2-3 years now

Thank you heatherlorraine89 for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello heatherlorraine89

I'm Michal and I have taken over your complaint. I have reviewed your case and would like to put to your attention the fact, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. With this being said, I fully understand your frustration as in your case the payment is taking quite unusually long. I will contact the casino to see if I can help. We would like to invite Sunrise Slots Casino to join the conversation.

Dear Sunrise Slots Casino, 

Can you please provide some information regarding the long delay of the player's withdrawal?

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’.

Hello heatherlorraine89

We have not received any response from Sunrise Slots Casino. Can you please give us an update if the casino has been responsive to you by any chance?

Dear heatherlorraine89

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. I have tried to contact the casino repeatedly, but it appears they don't intend to respond to complaints. There is not much that can be done now without the casino's cooperation.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

We wish we could be of more help.

Best Regards

Michal

The casino can reopen this complaint anytime.

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

Dear Sunrise Slots Casino,

please provide some information if there were any issues that cause the long delay of the player's withdrawal.

Greetings all,

There were issues related to the player's bank however I can confirm that this was resolved and paid in full via Bitcoin, Blockchain explorer shows payment as delivered. You received the payment heatherlorraine89?

Best wishes,

Nick and Sunrise Slots

Hello heatherlorraine89

Can you please confirm your winnings have been paid? Is your complaint resolved?

Dear heatherlorraine89,

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.

The player later informed us via email that she was paid.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal