Sunrise Slots Casino - Výplata hráčovy výhry se zpozdila.

On 06/27/2023 @ 3:42am, I requested a withdrawal using Coindraw. According to the payments team, it will take approximately 48 hours to appear in my wallet; depending on volume, it can take between 3-7 days. The latest would be 07/04/23. I checked my wallet a bit ago and there was no deposit made. I logged on to Sunrise Slots and it shows my deposit was cancelled. I contacted customer service via chat and the agent is insisting that it was not cancelled. He said the payment attempt failed. It's another tactic they use to delay payment or I must be SOL because the exact same thing happened to me on June 10th, my withdrawal was cancelled the day it was set to deposit. I would appreciate any help you can offer. Thank you.

Dear pharmalpn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The problem I am having is not about the time it takes to receive a withdrawal. The issue I am having is, my withdrawal is being cancelled the day its set to be deposited.

Thank you

Thank you for your reply, pharmalpn. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I have had a couple of successful withdrawals from them. I did redeem a coupon that required a deposit. I've attached a photo of the transaction which includes the coupon reversal. Thank you.

Have you received any explanation from the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear pharmalpn,

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 was able to receive my winnings after speaking to a VIP Host Manager. Thank you.

Dear pharmalpn,

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,

Kristina

Casino.Guru