Sunrise Slots Casino - A retirada do jogador está sendo aprovada, mas não foi recebida.

I made a withdrawal and met all the requirements. I verified my account, made the deposit, and received a message saying it was in process. Now, it shows as approved but the amount hasn't been reflected in my account. I contacted customer support to inquire, and they told me it was canceled because the currency is not allowed in my country. I believe that was the only response they gave me, but the withdrawal still shows as approved. I received the message saying it was approved. Can you help me?

Hice un retiro cumplí con todos los requisitos verifique mi cuenta hice el depósito me llegó el mensaje de que estaba en proceso y ya me aparece como aprobado pero no sé me ha reflejado yo hablé para preguntar y me dice. Que fue anulado ya que en mi país no está permitida la moneda creo que fue la única respuesta queme dieron pero me aparece aprobado el retiro me llegó el mensaje y dice que fue aprovado me puede ayudar

Dear rbmv0114,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with your withdrawal.

To help us better understand and investigate your situation, could you please provide additional information on the following points:

• Could you specify the date and amount of the withdrawal you made?
• Did you receive any confirmation emails or messages from the casino stating that your withdrawal was approved? If so, could you please share those with us?
• Have you had previous successful withdrawals with the same currency, or is this the first time you encountered this issue?
• Could you provide screenshots or any documentation of the withdrawal request and the communication with customer support?
• Have you received any further communication from the casino explaining why the withdrawal was canceled due to currency restrictions, despite showing as approved?

Please send any relevant communication or documents to petronela.k@casino.guru.

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

I ask you to help me please, I met all the requirements and I want to comment that the same account that was deposited the 11 dollars that you did accept is the same account that I set up for Aser the withdrawal that he does not want to deposit, that is, the deposit did. They accepted but the withdrawal was not, here I send you the capture

Les pido que me ayuden por favor cumplí con todo los requisitos y quiero comentar que por la misma cuenta que fueron depositados los 11 dólares que si aceptaron es la misma cuenta que puse para Aser el retiro que no quiere depositar , osea que el depósito si lo aceptaron pero el retiro no, aquí les mando la captura

Additional comments from the player:

Hello, good afternoon, I hope you are well, and I hope you can help me, I won $2,500 dlls and at the sunsire casino I explained that they asked me to verify the account and it was approved and they asked me to deposit 11 dlls and they were also approved, I made the deposit in bitcoin and for that I made the withdrawal using the same method that gave me the Aserlo option. That way I received a message telling me that my withdrawal was in the approval process. Likewise, I receive a message congratulating me that it is approved and it is reflected in transactions that my deposit was approved and I through an online chap and I sent some emails asking why it was not reflected to me, they tell me that in the middle of Where I made the withdrawal, it is not allowed in my country. I complied with everything I require and it continues to appear as approved. It is not fair to me that I come out with that, the truth is that I abuse

Hello, good morning, I have not had another previous withdrawal. Just that, the casino does not tell me more than that, I sent you the screenshots that it was approved and everything that they asked me for at a time.

Additional comments from the player:

Hola buenas tardes espero se encuentre bien , y ojala pueda ayudarme gane $2500 dlls y en el casino sunsire le explico me pidieron verificar la cuenta y fue aprobada y me pidieron en depósito de 11 dlls y también fueron aprobado hice el depósito por bitcoin y por ese mismo método hice el retiro que me daba la opción de Aserlo de esa manera me llego un mensaje donde me dice que mi retiro estaba en proceso de aprobación. De iguvalmanera me llega un mensaje donde me felicilitan que está aprobado y se me refleja en transcasiones que fue aprovado mi deposito y yo por medio de un chap en línea y le mandé unos correos preguntando porque no se me reflejaba me dicen que por el medio por dónde hice el retiro no es permitido en mi país cumplí con todo lo requiero y me sigue apareciendo como aprobado no se me ase justo que salga con eso la vdd que abuso 

Hola bueno días no eh tenido otro retiro anterior .ente solo ese el casino no me dice más que eso le mando las capturas de que fue aprobado y todo lo que ellos me pidieron en un momento

Hi rbmv0114,

• Am I correct in understanding that your entire winnings were accumulated from a free bonus and subsequently voided due to country restrictions?
• Was this your first free bonus redeemed at this casino?

Thank you.

If so what does that mean?

Si entonces eso que quiere decir

But they asked me to deposit and they accepted the deposit

Pero me pidieron que depositara y si aceptaron el depósito

Hi rbmv0114,

I have checked the general bonus terms and conditions and this is what I found (here):

No Deposit Bonuses

All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to redeem the second No Deposit Bonus.

If you redeemed free bonuses in the past without making any real money deposits in between, unfortunately, you won't be eligible to withdraw any winnings from those free promotional offers. However, if you recently made a real money deposit and used it for gameplay, please share a screenshot of your cashier history with your next reply.

Thank you.

Dear rbmv0114,

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 wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.