Sunrise Slots Casino - A retirada do jogador foi adiada.

I started the withdrawal process on 11/1. My withdrawal wasn't approved until 11/11. I was told ten business days to get paid. Today is the 12th business day. Friday was the tenth. I was told they don't send wire transfers on Fridays. There is a different story every time. They obviously don't have enough funds and are working the float. I have deposited much more than I withdrew. Really frustrating.

Dear johnstonjimjj,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only? Have you received any payouts from this casino in the past, please?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

i have talked at Sunrise at length. This is very common. I was told by a VIP host that this could take months. They keep telling you it will be 2-3 more days. I was told Friday. Then Monday. Now next week last night. They obviously do not have the funds to pay winners.

Thank you very much, johnstonjimjj, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear johnstonjimjj,

I’m sorry to hear that your withdrawal has been delayed. I’ll contact the casino team and try my best to resolve the issue.

I would like to invite the representatives of Sunrise Slots Casino to join this conversation and participate in the resolution of this complaint.

Dear casino team,

Could you please state the reason why johnstonjimjj’s withdrawal has been delayed and indicate a time frame in which we can expect progress in this case?

Greetings all,

I have reviewed the case and it seems that you made a number of verbal threats against the casino johnstonjimjj, the most serious being that you intended to dispute all of your casino deposits. We received notice of a number of disputed deposits from our 3rd party payment providers shortly after. Unfortunately I will need to wait to assist here until we can fully understand the extent of the damages.

At minimum any disputed funds will need to be deducted from the outgoing payment amount including the $75 fee (per individual transaction) charged to us by the 3rd party. On the more extreme end if the damages are significant (and at the discretion of our finance and security departments) there are other decision that could be made regarding any withdrawable funds and the account itself.

The best thing to do in this situation is to contact the VIP department directly johnstonjimjj inform them of the extent of the actions taken on your part and specifically request to negotiate a resolution. While this is still up in the air there is little I can do to assist.

Best wishes,

Nick and Sunrise Slots

Thank you, Nick, for the clarification.

Dear johnstonjimjj,

Could you please comment on the above statements? Are you aware of disputing any of the deposits you made to Sunrise Slots Casino?

If so, I strongly recommend following the instructions given by the casino representative. I hope to see this situation resolved as soon as possible.

Looking forward to hearing from you.

I threatened to challenge deposits because Sunrise doesn't pay. There is a reason why they are unlicensed. They are way outside there terms and conditions. Im at 6 weeks. Now they have their VIP hosts trying to get me to accept bitcoin to get paid. I deposited cash, I should get cash. They tell the same story every week. Last week I was told by VIP host Hannah C*** that I would get my funds in the next withdrawal batch. That was 10 days ago. The reviews are true. They keep saying there are delays but you will get paid. They owe me 2000. I lost 5469. They still won't pay me. Your reviews are 100% accurate.

i will not challenge the deposits. I need to get paid. you can't even get the VIP hosts because they are dealing with this all day.

thanks

Thank you, johnstonjimjj, for the reply. I completely understand your frustration but I’d still strongly advise you to stay patient and refrain from taking any action that’s in breach of the casino’s Terms and Conditions. I truly believe it’ll only be a matter of time before things get moving for you.

Anyways, do I understand correctly that you in fact haven’t disputed any of your deposits?

No I haven't.

Greetings all,

According to our records you did indeed contact the VIP department and acknowledge the disputed charges and provided a statement that there would be no more disputed charges johnstonjimjj. I appreciate your cooperation in that respect. I can also see that payment is pending and should be released shortly via bankwire provided your statement holds true.

Are you now stating that you do not acknowledge the disputed casino deposits?

Best wishes,

Nick and Sunrise Slots

I did not dispute any Sunrise charges. I was told my withdrawals were wired Friday by Hannah C***. Is that not true?

jim J***

Thank you, Nick, johnstonjimjj, for the replies.

Nick, please let us know once there are any updates regarding the matter. I’m setting the timer for 7 days.

Greetings all,

I can confirm that both payments have been combined into a single payout and are currently in "pending" status awaiting batch payment provided no additional disputed deposits appear in the interim.

It is a little disarming that after your direct discussion regarding the situation with our service department that you would flat out deny disputing said deposits johnstonjimjj.

Best wishes,

Nick and Sunrise Slots

Nick

i have not disputed Sunrise deposits. I don't intend to.

jim J***

Thank you all for the replies. We’re glad to hear there’s been progress.

Dear Nick,

I’m extending the timer by 7 days. We’ll wait for further updates regarding the payment.

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’ which may negatively affect its rating.

Greetings all,

Apologies, I was out for the holiday. I can however confirm that payment was completed to our 3rd party on the 22nd of December as a wire transaction. It can be up to 10 business days on delivery however it should be arriving shortly if it has not already.

Best wishes,

Nick and Sunrise Slots

Dear Nick,

Thank you for the update. We’re glad to hear there’s been progress.

Dear johnstonjimjj,

I’d like to kindly ask you to let us know once the payment has been received. I’m setting the timer for 7 days.

Dear johnstonjimjj,

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 had to ask for a crypto withdrawal. My account doesn't accept wires.

Thank you, johnstonjimjj, for the update. I’m sorry to hear about the complication. Could you please advise what’s the current status of your withdrawal request?

Dear johnstonjimjj,

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, even though we believe that the issue has been resolved successfully, without the player’s confirmation we’re not able to proceed with the investigation and are left with no option but to reject this complaint.

The player can reopen this complaint anytime.