Slotuna Casino - Player’s withdrawal has been delayed.

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

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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

Dear player,

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,

Dominika

Casino.Guru

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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,

Dominika

Casino.Guru

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Casino Guru team,

Thank you for the update.

I still haven’t received the €500 withdrawal from Slotuna Casino. The account was closed after the withdrawal request and I never received my funds. I kindly ask for your help to proceed further with this complaint.

Kind regards,

Dear player, 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?

Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@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.

I would like to add the following clarification and evidence to support my complaint:

Slotuna Casino closed my account without asking me for any additional documents or providing a proper explanation. I had submitted all required KYC documents — including valid ID, card photo, and a bank statement. These remained "Under Review" for several days, and on August 28th, 2025, I received a message stating that my account had been permanently closed and my winnings canceled — with no prior warning or clear justification.

This is not only unfair but also damaging to my reputation as a player who has always respected platform rules and KYC procedures.

I would like to point out a critical fact:

The Frumzi Casino, which belongs to the same group or operator umbrella as Slotuna (i.e. Dama N.V., under the same Curacao eGaming license), has fully verified my account using the same KYC documents and has already paid me €500, as part of my total winnings, to the same Revolut account.

🔎 Attached is a screenshot from Frumzi confirming this successful payment.

This demonstrates clear double standards and inconsistent treatment of players under the same license and operator structure. If Frumzi accepted and verified me successfully, then Slotuna’s decision to cancel my winnings without reason appears to be arbitrary and unjustified.

I kindly ask Casino Guru to consider this evidence and help me recover the €500 that I rightfully won.

I remain fully available to provide any further documentation, proof, or clarification if required.

Thank you for your support and transparency.

As a supplementary clarification, I would like to highlight a very important point:

Frumzi Casino, which operates under the same license and corporate umbrella as Slotuna (both managed by Dama N.V. and regulated by Curaçao eGaming), has already fully verified my identity using the exact same documents I submitted to Slotuna.

More importantly, Frumzi has processed and successfully paid me €500 — a fact that confirms my documents were valid and accepted by their compliance department.

I have attached a screenshot of this successful payment as proof.

This raises a serious inconsistency: how can two casinos under the same license treat the same player and documents in completely opposite ways?

I respectfully ask Casino Guru to consider this key evidence in support of my claim.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.

Hello there,

Thank you cyxpg96s9y1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slotuna Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings confiscated.

Thank you!

Dear cyxpg96s9y1,

 

Thank you for reaching out to us.

 

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

T&C 4.1 : - By opening an account on our Website and by using our Website you warrant that:

    

You are acting on your own behalf

<...>    

 

The credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

     

     

 

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:

 

<...>

 

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

 

<...>

 

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

using the Website for commercial purposes or in someone else’s name or interest;

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others.

Dear Peter,

We will provide you with the details regarding the decisions made by the casino via email.

 

Thank you for your patience and understanding.

Kind Regards,

Slotuna Casino Team

Dear Peter,

I would like to emphasize once again that during the period of my registration and gameplay at Slotuna, I was temporarily residing in Germany. This is the country I selected during account creation, and I was never asked to provide any additional proof of address.

Moreover, Frumzi Casino, which operates under the same company and Curacao license as Slotuna, has fully verified my account and approved several withdrawals – including a recent payment of €500.

This clearly shows that I passed all required KYC checks under the same regulatory umbrella. Therefore, I am deeply surprised and disappointed that Slotuna decided to close my account without any prior request for further documentation.

It is clear that this is a case of double standards and unfair treatment.

🔸 I have screenshots showing that Frumzi paid me €500 and other withdrawals under the same conditions.

I am happy to provide all this evidence via email or any secure method you suggest.

I kindly ask for your support in restoring fairness and ensuring Slotuna respects my winnings as per their own terms and the industry’s fair play policies.

Thank you very much,

A*** G***

Dear cyxpg96s9y1, I would like to point out that the issue isn't that you resided in a different country temporarily, but that you used a payment method not belonging to you, and this is an industry standard rule we don't like to go against. Could you clarify if there is any reason for you to use this payment method belonging to someone else? Thank you in advance for your clarification!

Dear Peter,

Thank you for your reply and for your attention to my case.

Regarding the payment method, I understand your concern. The payment card used belongs to my wife, with whom I share all household finances. At the time, I used her card only because we manage all expenses jointly, and it was more convenient. There was no intention to break any rule or mislead the platform.

Moreover, the same payment method was used and verified successfully by Frumzi Casino (under the same operator), and all withdrawals were approved.

If needed, I am willing to provide proof of our relationship and her written confirmation that she allowed the use of her card for this purpose.

Thank you for your understanding and support.

Sincerely, 

A********* G***

Thank you for the clarification cyxpg96s9y1. Please provide the evidence of the joint account to the casino support so we can continue with the resolution of the case. Thank you in advance for your cooperation!

Dear Peter,

Thank you for your guidance.

I have now sent all the requested documents to Slotuna's support email (support@slotuna.com), including:

- A copy of my wife's ID (B****** T***)

- Her Revolut statement confirming card ownership

- Card verification document

- A signed declaration from her confirming she authorized me to use her card

- Proof of our relationship

I kindly ask you to confirm once they acknowledge receipt, so we can proceed with the resolution of the case.

Thank you again for your support and fairness.

Sincerely, 

A********* G***

Dear cyxpg96s9y1,

Thank you for contacting us.

The relevant department has successfully received your documents.

Just to let you know, the Revolut account in question is classified as a personal account rather than a joint account, as shown by the presence of only one name on the original, unmodified statement.

Also, we are sorry to let you know that the screenshots provided cannot be accepted, as they are susceptible to manipulation.

Furthermore, the authorization letter cannot be accepted due to its date being subsequent to the deposits, indicating that the authorization was granted after the usage.

It is also important to note that the letter lacks a notary stamp, rendering it insufficient as a formal document.

Regrettably, based on the information provided, we are unable to proceed with the reopening or verification of your account, nor can we facilitate a refund of the voided funds.

Best Regards,

Slotuna Casino Team

Dear Casino Guru Team,

Thank you for forwarding Slotuna’s response. I would like to formally respond and clarify the following points:

Revolut Account:

I acknowledge that the Revolut account used was a personal account under my spouse’s name. However, I provided:

– full account statement showing the exact deposit,

– a signed authorization letter from my wife,

– a copy of her ID,

– and a detailed explanation that we are legally married and reside together.

Slotuna accepted this explanation during the KYC process and updated my account details (name, date of birth, address) accordingly after verifying my ID.

Screenshots:

If screenshots are not acceptable, I am willing to provide original PDF bank statements from Revolut. The data was never manipulated, and the screenshots were provided only because they requested urgent resubmission several times.

Authorization Letter:

The letter was issued as soon as Slotuna requested it. They never asked for a notarized document before. We complied with all their requests and provided everything in good faith.

No Prior Withdrawal:

I would like to emphasize that I have never received any withdrawal from Slotuna. My total winnings of €8,918.54 were voided after completing all requested verification steps. This feels arbitrary and unfair.

Intent & Good Faith:

I disclosed all personal details transparently and cooperated fully. The changes in name, DOB, and address were accepted by Slotuna. There was no intent to deceive, and I feel this account was closed simply to avoid paying out a legitimate win.

▶️ I respectfully ask Casino Guru to re-evaluate the case and recommend a fair resolution.

At minimum, I kindly request a refund of the deposited funds, if the winnings are considered void.

Thank you for your support.

Kind regards,

Alex*********. G*****

Dear Casino Guru Team,

I would like to respectfully submit a further statement in response to Slotuna’s position and clarify several crucial points.

First of all, I would like to highlight that in previous similar cases, players in my exact situation have had their winnings paid out after fair assessment, once they demonstrated full cooperation and honest intent. While I understand that each case is unique, I believe it is only fair to take into consideration the principle of equal treatment and past precedents where winnings were paid under similar conditions.

Secondly, I am currently a fully verified VIP player at Frumzi Casino, which belongs to the same group. They have successfully verified my identity, accepted my documents, and consistently paid my winnings without issue. This clearly proves my intent was never malicious or deceitful, and that my identification is genuine and trustworthy.

Furthermore, while Slotuna refers to a specific clause to justify withholding the winnings, I would like to point out that I never acted with bad faith. I immediately informed them of my real name, correct date of birth, updated address, and full explanation regarding the use of my wife’s card. I submitted every single document they requested — multiple times — and I cooperated fully throughout the entire KYC process. Nothing was hidden. Nothing was done with bad intent.

So I respectfully ask:

If I had any dishonest intentions, would I go through such a transparent and complete verification process? Would I voluntarily disclose everything?

How can I trust any online casino after such an experience?

How could Slotuna accept deposits from my wife’s card without issue, but later use that same detail as a reason to withhold €8,941 in winnings?

Why was a small win of €50 considered valid and paid out — but a larger win suddenly invalid?

Such behavior clearly shows inconsistency and, legally speaking, constitutes discriminatory treatment and significant financial harm. If there is one rule for small wins and another for large ones, this opens the door to potential regulatory violations and legal action.

Please be informed that I intend to pursue this matter in full through all appropriate regulatory and legal channels. I will act within the law and remain respectful at all times — but I will not stop until this situation is reviewed fairly and the amount that rightfully belongs to me is returned.

Thank you for your attention and continued support.

Kind regards,

Al******* G.

Subject: Response to Slotuna’s Claims – Request for Fair Review

Dear Casino Guru Team,

I am writing to respond formally to Slotuna’s recent statement regarding my case, and to clarify several key inaccuracies in their claims.

First of all, Slotuna stated that I submitted only screenshots during the KYC process. This is false. I have email records that clearly prove I submitted all requested documents in PDF format, multiple times. These documents included my ID card, my wife’s authorization letter and ID, a bank statement showing the deposit from her Revolut card, and even a photo of her holding the card and phone — all sent in PDF, as required. I have full documentation and proof of this correspondence, and I can present it at any time.

Secondly, it is misleading for Slotuna to now mention a requirement for a notarized authorization. This was never communicated to me at any point during the verification process. If such a requirement truly exists, it should have been clearly requested from the beginning — not used later as a justification to block payment.

It is important to stress that I cooperated fully and transparently throughout the entire KYC process. I informed Slotuna of my real name, my correct date of birth, and my change of address and phone number after relocating to Cyprus. They accepted this information and updated my account themselves. I did not hide anything, and I acted with good faith at every step.

Despite this, they repeatedly requested the same documents, which I resent in full, and then — without clear explanation — they abruptly closed my account. Now, after pressure from my complaint, they are attempting to justify their actions using arguments that are factually incorrect.

This behavior is deeply unfair, and the lack of clear communication has caused me significant distress. If I had acted dishonestly, I would not have gone through such an open and complete verification process.

I respectfully ask that this injustice be acknowledged and corrected, and that the total amount of €8,941 — which is rightfully owed to me — be paid without further delay. I remain committed to resolving this matter legally and respectfully through all appropriate regulatory and legal channels, no matter how long it takes.

Thank you for your time and understanding.

Kind regards,

A. G.

Request to anonymize personal data in public complaint

Dear Casino Guru Team,

For data protection and privacy purposes, I respectfully request that my full name and date of birth be removed from the public view of my complaint.

I kindly ask that you replace my name with initials (e.g. A.G.) or anonymize it completely, and omit any birth date details.

This request is made in accordance with privacy regulations and the right to data minimization.

Thank you very much for your support and understanding.

Kind regards,

A********* G.

Request to Anonymize My Full Name from Published Message

Dear Casino Guru team,

I kindly ask that you anonymize or delete the message in which my full name appears. This request is made in accordance with my previous request to anonymize my identity on your platform.

Please either replace my name with the initials "A.G." or remove it entirely from public view, in line with data protection and privacy regulations.

Thank you very much for your support and understanding.

Kind regards,

A.G.

Thank you to both parties for the update.

Dear cyxpg96s9y1, while I do understand and appreciate your reasoning, you have technically breached the casino’s terms and conditions. I was initially under the impression that you held a joint account with your wife; however, as that is not the case, her consent for the use of her card to make deposits is not sufficient to satisfy anti–money laundering regulations. It is an established industry rule that each person may only open one account and fund it with money solely belonging to them. In this regard, the casino is acting within its established rules and is therefore justified in its position.

I realize this outcome may be disappointing, and I genuinely appreciate the time and effort you took to explain your side of the situation. However, given the circumstances and the evidence provided, there is unfortunately nothing further I can do to assist. As such, I must formally close and reject your complaint. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter