The player from Austria had requested a withdrawal of €2000, distributed over four €500 amounts. While three withdrawals were processed, the first one had remained pending after three weeks. The player faced delays and unresponsive customer service. The pending withdrawal was eventually processed successfully shortly after the complaint was raised. The issue was resolved and the complaint was closed by the Complaints Team.
Slotuna Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €500
Slotuna Casino
Safety Index:HighCase summary
Discussion
Public
Public
1 month ago
Translation
Hi, I managed to win a pretty big amount (€2000) with my very first deposit at this casino. Since there's a daily withdrawal limit of €500, I had to make €500 withdrawals over several days. Three of the four withdrawals went through without a hitch... but the first of the four €500 withdrawals is still "pending." When I inquired via chat, I was given the runaround with excuses like "Sometimes it can take longer," etc. The casino isn't responding to emails at all... I'm starting to get a bit desperate. I hope you can help me!
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month ago
Dear MJ306,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please specify how many days ago was your withdrawal requested?
- Was your account, including the payment method, successfully verified?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you.
Thank you in advance.
Best regards,
Attila
Public
Public
1 month ago
TranslationHey Attila, I requested a total of 4 withdrawals – on February 5th, 6th, 7th, and 8th. All withdrawals went smoothly – except for the first one on February 5th...and when I inquire at the casino, I keep getting the runaround...verification wasn't/isn't necessary...at least that's what it says in my casino account.
Automatic translation:
Public
Public
1 month ago
Dear MJ306,
Thank you for your response.
Could you please attach a screenshot of your pending withdrawal?
Additionally, could you please confirm whether you have used the same payment method for all of your withdrawals?
Thank you in advance for your response.
Public
Public
1 month ago
TranslationI don't know if or what they might have already done – but just now, as I was about to take the screenshot, the payout was successful! Thank you so much!
Automatic translation:
Public
Public
4 weeks ago
Dear MJ306,
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,
Attila Gorkij
Casino.Guru
