Slotuna Casino - Player believes that their withdrawal has been delayed.

Καλησπέρα σάς αγαπητοί ομάδα υποστήριξης του καζίνου guru και slotuna casino νομίζω ότι η ανάληψη μου έχει καθυστερήσει λίγο παραπάνω από τό συνηθισμένο? Υπάρχει κάποιο πρόβλημα?

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Ωραία θά περιμένω σάς ευχαριστώ αγαπημένη μου!

Όχι δεν καταλάβατε καλά έχουνε περάσει ήδη 10 μέρες από τότε επίσης έχουνε κλείσει το λογαριασμό όχι μόνο σε μένα σε πολλούς παίκτης από ελλάδα ότι θέλω να μάθω ότι θα γίνουν με την ανάληψή μου πώς θα την πάρω και πότε

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Όχι δεν έχω λάβει την ανάληψη μου έχουν περάσει πάρα πολλές μέρες καί δεν καταλαβαίνω για ποιο λόγο αργεί τόσο πολύ?

Για πιο λόγο μου ακυρωσατε την ανάληψη? Εφόσον εσείς λέτε ότι θά μπει όσο πιο σύντομα γίνετε αγαπητή εκπρόσωποι

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please let us know if the casino provided any specific reason for closing your account?

Are you still able to access your account in any way, or has it been completely locked?

Also, do you have any new information or updates from the casino regarding the pending withdrawals?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Το καζίνο έκλεισε όλους τούς λογαριασμούς από Έλληνες παίκτες πήρε μια απόφαση αλλά το θέμα είναι ότι εγώ είχα χρήματα καί ενεργή ανάληψη όταν έπαιζα τα έφτασα 750 έβγαλα τά 400 ευρώ ήρθαν κανονικά μέσα σε 3 με 4 μέρες καί περιμένω αλλά 350 τα οποία έχουν κάνει 1 μήνα

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Ευχαριστώ πολύ ελπίζω σε εσάς καί σάς θαυμάζω για την βοήθεια καί την πολύτιμη δουλειά που κάνετε για τόσες χιλιάδες άτομα

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Slotuna Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Locogreko14,

Thank you for bringing this to our attention. We kindly inform you that an email was send to you, in order to provide us with your bank details so we can proceed with your request.

Thank you for your cooperation.

Kind Regards,

Slotuna Casino team

Ευχαριστώ πολύ τμήμα και υποστήριξη του καζίνου slotuna σας έχω απάντηση στο ίδιο Email με όλα τά στοιχεία μου!

Dear Locogreko14

We kindly inform you that your bank details were received and your request was forwarded to the relevant department.

Also, we would like to inform you that we will notify you promptly once there is an update.

Thank you for your cooperation and understanding.

Kind Regards,

Slotuna Casino team

Ευχαριστώ πολύ για την άμεση απάντηση σάς καί την ανάλυση του προβλήματος σε ταχύ χρόνο!

Καλησπέρα σας αγαπητοί όλους σας είμαι σε ευχαριστεί θέση να ανακοινώσω ότι έλαβα τα χρήματα που έπρεπε από το καζίνο slotuna! Οπότε η διαδικασία έπειτε να κλείσει εύχομαι να έχετε ένα ευχαριστώ καλοκαίρι όλοι σας!

Dear Locogreko14,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru