Sunrise Slots Casino - Výběr bitcoinů hráče byl zpožděn.

I initiated 2 withdrawals on June 19th. I got paid on the first via litecoin (this one was late also) however the second (and larger) payout via bitcoin has still not been. The withdrawal was approved on July 10th after 3-5 escalations due to being overdue. I still have yet to actually receive the money. I’m on escalation 4 or 5 of that second process.

I have never once received any response to an escalation. And each time I’m told to wait 24-48 hours and it should be done. Now, months later I still get no response other than they are "working on it". I message them via chat 5 times a day and they won’t budge. Any help you can provide would be appreciated.

Dear Pizano76,

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.

• Could you please confirm that you have passed the KYC verification?
• Have you been advised what is causing the delay? Is it an internal casino system issue, or it’s related to your account only? 
• Could you please share a screenshot of your pending withdrawal request?

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,

Tomas

All verification has been passed. The withdrawal was approved so there is nothing pending on the site. I just haven’t received any money.

The reason they give me is the standard "our withdrawal volumes are high so it takes time, thanks for your patience and keep waiting". Rinse and repeat for just shy of 2 months now.

Thank you very much, Pizano76, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Pizano76,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Sunrise Slots Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Sunrise Slots Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

The only update I have on this is that I’ve had 2-3 more escalations since my first post. None of which have had any resolution or information. Just "keep waiting, here is a new escalation."

Greetings all,

I have reviewed the situation and I will see what can be done to assist, if anything else is required I will let you know here.

Best wishes,

Nick and Sunrise

Dear Nick and Sunrise Slots Casino,

Thank you for your comment.

Dear Pizano76,

Following our communication with Nick outside of this thread, I want to let you know that there should be no obstacles preventing your withdrawal. The delay appears to be due to the high volume of requests being processed daily.

We are actively monitoring the situation and will escalate the matter if necessary to expedite your payment. I will keep you updated on any developments. Please let me know as soon as you receive your funds.

I understand that the term "escalation" might be frustrating, given how frequently you’ve heard it recently. However, I want to let you know that our intervention aims to address your issue promptly and with the attention it needs.

Thank you for your continued patience.

I did finally receive the money yesterday. Thank you for your assistance. This can be considered closed.

Dear Pizano76,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo