The player from Greece had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player initially experienced delays with multiple withdrawal requests despite having completed KYC verification and not using any active bonuses. After some communication, the player received the first partial payment of €1,500, with three withdrawals still under review. Since the initial withdrawals had been paid, the complaint was closed, with the option to reopen if future withdrawals were delayed beyond 14 days.
Slotuna Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €1,500
Slotuna Casino
Safety Index 8.0 HighCase summary
Discussion
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2 months ago
Translation
Dear Support Team,
I am contacting you to express my dissatisfaction regarding the delay in processing my withdrawal requests.
Specifically, I have submitted the following requests:
Request on 30/04/2026 for the amount of [insert amount, e.g. €500]
Request on 01/05/2026 for the amount of [insert amount, e.g. €500]
Although my available account balance (€2,500) fully covers the requests and I adhere to the €500 limit per transaction, the requests remain in "Pending" status for a period of time that exceeds your terms of use.
Please inform me immediately:
Why haven't the withdrawals progressed?
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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 that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address 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
Dear alexis1985,
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
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2 months ago
Dear alexis1985,
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.
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2 months ago
TranslationNo 🙂↔️ unfortunately no update!!!! the last time I spoke they just told me not to worry but my withdrawals never happened, I'm so sorry for their behavior,...... So many have passed, I'm desperate!!
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2 months ago
TranslationGood morning, I haven't had any information about what will happen, I'm starting to worry?!
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1 month ago
Dear alexis1985, thank you for your response. 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?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.
Karla
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1 month ago
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Good morning, I made a successful withdrawal on 4/05/26. I was not asked for identification or any documents. I did not have any active bonuses when I won, the winnings were exclusively in casino games!!!!!!! I have not made a screen shot of other conversations unfortunately as the answer was always the same that not to worry and that we are sorry..... I am really upset and very angry with this casino.....
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1 month ago
TranslationGood morning, I just received the first withdrawal money, I will leave the complaint open until the last amount of the withdrawals I will request in the future is paid.
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1 month ago
Dear alexis1985,
Thank you for the update.
Could you please confirm how much money you have received so far?
Also, please let us know what amount still remains pending and whether you have any currently active withdrawal requests.
Thank you in advance for your clarification.
Karla
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1 month ago
TranslationI have received €1,500 and I still have 3 withdrawals here and they have been in review for 5 days.
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1 month ago
TranslationI have received 1500 and am expecting 3 withdrawals since I received the first money
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1 month ago
Dear alexis1985,
Thank you for the update.
Since your initial withdrawals have now been paid, we will close this complaint for the time being.
If any future withdrawal requests become delayed again beyond our standard recommended waiting period of 14 days, you can request to reopen this complaint at any time, and we will be happy to review the situation again.
In the meantime, if you would like to share your experience with other players, you can also leave a review on Trustpilot here: https://www.trustpilot.com/evaluate/casino.guru
Thank you for your cooperation, and I am glad to hear that the payments have been processed.
Thank you in advance for your time.
Best regards,
Karla Mayfly
Casino.Guru
