Slotuna Casino - Player’s withdrawal has been canceled without explanation.

The below email summaries this whole situation. This email was sent along with my documents, proof of address and ID’s and still no response. This is actually insane. I have never experienced anything like this from an online site. Please help me! I won this money fair and square and all of a sudden in the 3rd day that the pending withdrawal was about to be approved, they cancelled my withdrawal. I’m soo shook that this happened. I continuously asked the live chat if there is anything I needed to do in order for the withdrawal process to go smoothly and they always confirmed that it was allgood. And then they just cancel my pending and exclude my account. Emails sent and nothing returned.

Dear Slotuna Support Team,

I am contacting you regarding my account under [removed by Casino.Guru admin] and my withdrawal request of $1,000 made on 19 October 2025.

I have always complied fully with your Terms and Conditions and completed all required verification steps. On 20/10, I spoke with your live-chat agent, who confirmed that everything on my side was "all good" and that my withdrawal was being processed. However, on 22 October 2025, I received an email stating that my withdrawal had been cancelled without any warning or email asking if I could confirm a few things.

To clarify, I never requested for my account to be closed, and I received no prior communication suggesting any problem with my account, verification, or gameplay.

Accordingly, I request that you:

Provide the specific clause(s) in your Terms and Conditions under which my account was closed and my withdrawal cancelled.

Provide a detailed explanation (including any evidence) of the alleged issue that led to this decision.

Confirm the status of my withdrawn funds ($1,000) - whether the payment will be reprocessed or if you intend to withhold it and for what reasons?

For reference, I have attached:

Screenshots of the chat confirming my account and withdrawal were in order.

A copy of your email dated 22 October stating my account was closed "on my request." Why was the ticket created on my behalf? You just cancelled my withdrawal without any warning so of course it’s natural to feel frustrated after going back and forth with your team asking if all was good and your team confirming that everything is good. I also provided screenshots of some terrible reviews against Slotuna and when checking 95% is all bad. Why. YOU ARE A LEGIT SITE? 

Please provide a written response.

If I do not receive a satisfactory explanation and resolution, I will escalate the matter to your Curaçao licensing authority and relevant alternative dispute resolution (ADR) services such as AskGamblers or Casino Guru, and, if necessary, pursue this further with my legal representative.

Please note that I have included Jarrod True, who specializes in gaming and gambling law, in this correspondence for transparency and record-keeping purposes.

All documents have been been sent and the below information has been filled out and returned back to you. 

Thank you for your attention to this matter. I look forward to your prompt response.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotuna Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share the email you received from the casino, asking you to confirm a few things?
• Could you please share the communication between you and the casino discussing the reasons for the account closure? Send it to my email at [email protected]

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your email.

Could you please share a screenshot of the error you receive when you attempt to access your account?

Send the screenshot to my email at [email protected]

Hi Guru,

Ive sent you an email, but I have not heard back from you. Can you please check if Slotuna are thieves? Because how is this the worst casino online that I have experienced. I’ve sent you screenshots of when I won, I sent you screenshots of when it randomly got cancelled on the 3rd day it was to be processed and they could not explain why? I’ve sent all docs through, it’s been almost 2 weeks. They have all the requested docs and all questions filled in since last week. Crazy work from this site. Can you help?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]), 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.

It’s allgood, they paid it out.

Dear Meremcnaughton,

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. 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, Jozef