Slotuna Casino - Player is concerned about verification request.

Hallo liebes Team.

Slotuna verlangt von mir zu Verifizierung meine kompletten Banking-Transaktionen für den Bereich Januar/Februar. Ich habe bisher noch nie die Erfahrung gehabt, dass ich private Transaktionen einem Casino übermitteln musste und finde das mehr als merkwürdig.

Dear 8bjkhv84s6,

Thank you very much for submitting your complaint. I’m sorry to hear about the concerns you’re having with Slotuna Casino’s verification request.

To better understand the situation and assess whether the request is justified, could you please clarify the following:

• Did the casino give you any specific reason or explanation for why they are requesting your full banking transactions from January and February?
• Are you currently trying to withdraw funds, and if so, what is the amount involved?
• Have you already submitted any documents to the casino (e.g. ID, proof of address, payment method) — and were they accepted?
• Was this your first withdrawal request, or have you made successful withdrawals in the past without such requests?
• If possible, could you forward the casino's message asking for these bank statements to petronela.k@casino.guru?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

They gave no specific reason

I tried to withdraw 400€ but they cancelled it.

Documents were already submitted and accepted.

I had 3 succesful withdraw requests before.

Hello,

I’m really sorry for the delay in your case. Petronela, your assigned resolver, is currently on a short vacation, and since she has the clearest overview of your situation and is in direct contact with the casino, we’ve decided to extend the timeline by 3 more days to ensure she can handle this personally.

We truly appreciate your patience and understanding, and I want to assure you that Petronela will get back to you before the end of this week.

Thank you again for bearing with us.

Dear 8bjkhv84s6,

Thank you very much for your reply and for clarifying that your documents have already been submitted and accepted, and that you’ve previously made three successful withdrawals without issues.

Since the casino provided no specific reason for requesting your full banking transactions for January and February, we’d like to gather a bit more information to better assess whether this request could be considered reasonable or excessive.

Could you please clarify the following:

• Have there been any recent changes to your account (e.g. use of a new payment method, login from a different location or device)?
• What payment method did you use for deposits and withdrawals? Have you always used the same one?

If possible, please forward any relevant communication you received from the casino (including the request for banking transactions) to petronela.k@casino.guru.

We know this process can be frustrating, and we’re here to support you through it.

Looking forward to your reply.

Ich habe die Zahlung „Banküberweisung" gewählt und nicht mehr geändert. Änderungen am Konto habe ich auch nicht vorgenommen.

Today I got a mail saying my Account is closed and my funds has been deducted.

I Need your support now as Im confronted with This Problem with other casinos. These other ones want complete Bank sheets of my private Banking history Even if I just deposited one time there.

Dear baddel,

Thank you again for staying in touch.

Before we proceed further, could you please clarify one important point:

• Did the casino provide any specific reason for blocking your account beyond simply referencing section 5.3 of their Terms and Conditions?
• Additionally, they mentioned that your balance was deducted in line with T&C 9.4 — do you recall receiving any explanation of what specific action or issue this clause was referring to in your case?

Understanding the exact grounds they cited will help us assess the situation more accurately and determine how we can best assist you.

Looking forward to your reply.

Die Erklärung lautet, ich hätte den Verifizierungsprozess nicht bestanden. Die entsprechende Mail habe ich an Ihre obige Mailadresse weitergeleitet.

Thank you very much, baddel, for providing all the necessary information. I will now transfer your complaint to my colleague, Martina (martina.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear baddel,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Slotuna Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player is not verified yet?

Thank you in advance for providing the information.

Dear all,

Thank you for contacting.

We kindly inform you that mr/ms baddel refused to provide us with the requested documents.

We would like to take this opportunity to remind you of three important points included in our Terms and Conditions, which apply to all users registered on our platform:

5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation.

<...>

•  void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.

<...>

Kind regards,

Slotuna Casino Team

Ich habe noch nie erfahren, dass ein Casino sämtliche private Kontotransaktionen verlangt hat. Meine Bank hat mir strikt verboten, private Banktransaktionen zu teilen. Ich habe nachgewiesen, dass die Beträge nach Slotuna von meinem Bankkonto überwiesen wurden, mithilfe eines Screenshots.

Dear baddel,

could you please provide the casino necessary documents they need?

Thank you

Wie gesagt, das Casino verlangt für 90 Tage sämtliche privaten Transaktionen, die ich über meine Bank abgewickelt habe. Das ist absolut unüblich und nicht seriös. Ich muss mich und auch die Empfänger meiner privaten Banktransaktionen schützen und diese Daten geheim halten. Alle Transaktionen mit Slotuna habe ich natürlich dem Casino übermittelt.

Dear baddel,

As part of the standard Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures, casinos may request various documents from players. Among these, the Source of Funds (SOF) and Source of Wealth (SOW) are particularly important.

With this in mind, I would kindly encourage you to provide the requested documents to the casino. This is a routine and necessary step in ensuring compliance with regulatory requirements, and it will help move your case forward.

Thank you for your understanding and cooperation.

Dear baddel,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru