The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player had expressed confusion regarding contradictory information about account verification and the withdrawal process, which had led to delays. The issue was resolved, and the player confirmed that their complaint was marked as resolved in the system.
Slotuna Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €1,201
Slotuna Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
On September 21, 2025, I requested a withdrawal of €1,201 from Slotuna Casino via bank transfer.
My account is fully verified. Despite repeated inquiries to customer support, the withdrawal has not yet been processed.
According to the casino's terms and conditions, withdrawals should be processed within 3 business days. Today is September 29, 2025, and I've been waiting for 8 days without success.
I request assistance from Casino Guru to process my withdrawal as quickly as possible.
Thank you!
Best regards
Edited by a Casino Guru admin
Automatic translation:
Public
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2 months ago
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
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2 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Translation
My account indicates that no verification is required. Nevertheless, I wanted to verify my account myself after seeing complaints.
In the chat, I was told to take a selfie with my ID—which I did. Afterward, I received a message saying that verification was only possible via the website and had to be uploaded there. However, the website doesn't request this.
Within just five minutes, I was told on the one hand that verification would be helpful for a quick payout, and shortly thereafter that it wasn't necessary. The excuse given the whole time was that only the finance department could process this, and the chat couldn't do anything.
This contradictory approach is extremely confusing and seems like a fraudulent excuse. I urgently request clear instructions and real assistance on how I can verify my account and receive payments.
Thank you in advance for your support.
Best regards
Edited
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2 months ago
Translation
Today, another excuse. They say it depends on the bank. Even though that's not true in this case. Because the withdrawal hasn't been processed yet, and it hasn't even been approved by Slotuna.
Edited
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2 months ago
Translation
They keep saying it will be processed shortly and no verification is required. But after 10 days, it still hasn't been processed.
They no longer respond to my emails.
Edited
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
