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I won 10,000 in the beginning of July this year. It has been 5 months. I received one payment so far of 2500. It took about a month to receive that payment. They told me they sent the next 7500 on the 6th of September. So it’s been almost 3 months for this payment. Every time I ask them about it I get an auto response saying that it takes ten days and there are certain velocity limits they must respect. They refuse to look into the issue for me. This amount of money is desperately needed right now. Please please help me!

Dear Sarachamp,

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.

• Have you used the same payment method for your successful withdrawal and the delayed withdrawals?
• Have you accumulated your winnings with the help of bonuses?

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

Yes I am using the same payment method. Nothing has changed since the first payment. I did use a bonus but it was a no rules bonus. There was no cap on what I could win. The whole amount has been approved since July. I would also like to say that the system automatically said that I was in Florida based on where I am right now. The card that I am withdrawing to is from Illinois. I’m mot sure if that matters.

If it only refers to your casino.guru profile, it shouldn't matter in complaint resolution.

Thank you very much, Sarachamp, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

OK thank you. How long does it usually take to come to resolution? I’ve just been waiting for so long already. Thank you for your help!

Hello Sarachamp,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Sunrise Slots Casino,

Could you possibly provide additional information regarding the delayed withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

I received another partial payment yesterday so now they owe me 5000

Greetings all,

I reviewed the case a few days ago and reached out to the payouts department on your behalf Sarachamp, they informed me of the payment in transit and assured me that subsequent payments would be forthcoming. We will check back next week and confirm the next in line is being handled appropriately.

Best wishes,

Nick and Sunrise

Thank you Sunrise Slots Casino and Nick for the information.

Dear Sarachamp,

Please, let us know when the payment arrives so we can mark this complaint as resolved. I look forward to hearing from you.

I just worry that it’ll take another six months to get the next two payments. I was told they were already sent . It’s been half a year and I’ve only gotten half of the money. I would just like them to recognize how ridiculous this is. Thank you for your help!

I am extending the timer to give the casino time to find out more information regarding this situation.

Dear Nick and Sunrise Casino, we will be waiting for confirmation that the payment was successfully sent to the player.

you’ll probably have to extend the timer 20 more times for that. Sorry but I’m very fed up. Thank you for your help casino guru, I appreciate you.

Just out of curiosity, are there any kind of consequences for the casino for taking over half a year to pay out?

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,

An additional payment was released on your behalf Sarachamp, please confirm when that has arrived.

Best wishes,

Nick and Sunrise

I’m not sure what you mean by additional. I still haven’t received anything.

Dear Sarachamp,

Please let us know when your money arrives. We will be waiting for your confirmation.

I’m not sure what you mean by additional. I was told that all of the payments were released 3 months ago. So I have been expecting them. Nothing has come through yet.

Dear Sarachamp,

Please, can you provide an update on your situation? Have you received your money?

No I haven’t received anything else. The last time they told me they sent money it took three months to hit my account. So no update to report as of yet. Wish I could tell you differently.

I received another partial payment today. One more to go and we’re all done here. Sunrise please send the next payment.

Dear Sarachamp,

That is surely great news. Please let us know when the last payment arrives. We will be waiting for your confirmation.

I’m sure it will be at least a month from now lol but I will let you know. Can we ask the casino here to send the last payment please? They told me they had sent all of them about 3 months ago so I’m not sure what he had to release since that was supposedly done already but would like to make sure

Dear Nick and Sunrise Casino,

Thank you for your cooperation so far. We are waiting for the last payment to arrive. Please keep us updated.

So the casino processor stopped me from playing anywhere. Other casinos said they would have to investigate why they put a restriction on me. That’s very bogus that they’re mad they had to pay me and now I can’t even play at a casino with better ratings.

Greetings all,

I am pleased to report that an additional payment was released to our 3rd party payment providers yesterday, the 8th of January for disbursal as a wire transfer Sarachamp. As a general rule once payment is made by the casino to our 3rd party we are looking at 3-10 business days on arrival to the bank account. Please let us know when you receive payment Sarachamp.

Best wishes,

Nick and Sunrise

Dear Sarachamp,

Please keep us updated on the status of the last payment. We will be waiting to hear from you.

Received. Thank you to both of you.

Dear Sarachamp,

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,

Michal, Casino.Guru