Slotuna Casino - Player’s winnings haven’t been received yet.

Dear nektarioskab,

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


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.

I would like to inform you that I mistakenly told my partner to check the status of the withdrawals and by mistake on two out of three instead of going into the deposit to check the status she pressed cancel. Anyway, she only had one left, 400€, with this date that I sent you. So today I spoke to the chat and they informed me that my withdrawal would be made today. Not only did this not happen but my deposit was cancelled and the money returned to the account. I spoke to three different people on the chat and they made fun of me. One said I made the cancellation, the other said there was a problem in the system. And the same fairy tales, don't worry about your money, we will reprocess your deposit and you will receive it in three days. Scammers

Dear nektarioskab,

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.

Good evening. No, I have not received any payment. Last Monday they told me they would pay me, instead the money was returned to my account. In my questions in the chat and in my email they told me about a system problem. Lies. I made another withdrawal of €500 which is pending. It is almost 20 days and I have not received any money. I am really surprised about the rating you have for this casino.

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

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

How many withdrawal requests are currently pending in your casino account and when did you request them?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], 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.

Good evening. No, I have not made a withdrawal from this casino again. On Monday, if I am not mistaken, they asked me for their IBAN, which I sent. After the cancellation of my withdrawal, which they allegedly attributed to a system error, I again requested a withdrawal of €500. This withdrawal is pending. From the chat and email exchange, I only receive vague answers. I will send you my conversations to the email you indicated.

Good evening, again I have sent you an email with my conversations with the casino as well as the pending withdrawal since of course they canceled the previous one. They do not agree to tell the same lie, another told me that I canceled it, another systemic error, another problem with my bank. One got away with it and said that the cancellation was made by them. And today 9-6 when I spoke to them the same thing. Don't worry about your money, it is not appropriate, we have put you in the urgent category, we are sorry for the inconvenience, etc. 20 days and I still have not received my withdrawal. Of course, they do not tell me why my withdrawal has not been made. There is no issue of identification. In my profile it says that identification is not required although I have sent the IBAN. If you respect yourself, do not even think about playing at this casino. I honestly don't think I'll get my money back, I'm just waiting for an honest answer. Of course, slotuna casino and honesty are two lines that never intersect.

Dear nektarioskab, could you please explain why only the €500 withdrawal is pending? What happened to the €400 – was it received? If it is still in your account, have you considered requesting the withdrawal again?

Good evening. After they canceled my withdrawal and returned the money to my account, I immediately made a new withdrawal of €500. I made the mistake of playing the rest. That was their goal.

Good evening, I would like to inform you that the deposit was finally made today after 20 days. Thank you for your interest.

Dear nektarioskab,

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,

Dominika

Casino.Guru