Slotuna Casino - Player's withdrawal is delayed.

I requested multiple withdrawals starting from 30.03.

One of them has been pending for over 13 days.

I have received only part of the funds (4000 PLN), while the remaining withdrawals are still not processed.

The support keeps providing only general responses and referring to the terms and conditions, without giving any specific status or timeline.

There is no information that anything is blocking the withdrawal.

I would like the casino to process my remaining withdrawals as soon as possible

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Dear GabrielW,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Can you confirm the total amount you requested to withdraw and how many separate withdrawal requests you made?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Good morning, I've submitted five withdrawal requests, two of which were approved, and I received PLN 4,000. I currently have three open requests of PLN 2,000 each. My account doesn't require verification because support also wrote to me that my account doesn't require verification. My winnings were accumulated without any active bonuses.

I just received PLN 4,000, but my oldest payment from March 30, 2026 was rejected

Thank you for your reply and for providing the previous details, GabrielW.

Could you provide any additional communication you had with the casino regarding the payments? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I sent the answers by e-mail only in Polish, I hope there will be no problem with that, best regards

Thank you for your reply and for providing the previous details, GabrielW.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Thank you again for reply.

Hi, my last successful payout was completed on April 22, 2026. This time I received my payment within 3 business days, the payment method is Mastercard which I have always used, I have never used any other payment method

Dear GabrielW

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear GabrielW,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Slotuna Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Slotuna Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Hello, I'm currently waiting for an email from Slotun. I still had 11,000 PLN to withdraw, three withdrawals of 2,000 PLN each, and 5,099 PLN in my player balance. When I logged into my profile around evening, I noticed that my entire balance and withdrawals were gone. I received one response from Slotun stating that they hadn't noticed any suspicious activity on my account, even though my gaming experience had never been the same as it was on that day, April 24, 2026. In response to my email, Slotun cited the terms and conditions (I'm attaching screenshots). I really want to get at least some of the money back, as I was supposed to buy my wife a vacation with these funds, so I'm adamant that I wasn't the one using these funds to play. I've sent another request for review to Slotun.

Dear Casino Guru Team,

I am writing to highlight the most important evidence of my account being compromised. On April 24th, there was a radical and unprecedented change in my betting behavior that Slotuna Casino completely ignored.

My typical and long-term betting pattern consists of stakes between 2 PLN and 7 PLN. I have a consistent history of playing with these amounts and successfully withdrawing my winnings.

However, on the day of the incident:

Extreme Stake Increase: The stakes suddenly jumped to 1,000 PLN per transaction. This is hundreds of times higher than my regular play.

Withdrawal Cancellations: Three of my pending withdrawals (totaling 6,000 PLN) were canceled just to be immediately gambled away at these high stakes. No logical player would cancel their own withdrawals to play with such extreme risk.

This drastic departure from my established "baseline" behavior should have been flagged by the casino's security and responsible gambling systems. I believe the casino failed in its duty to protect my account when such obvious "High Risk" activity occurred.

I request that you investigate the User-Agent and device details for the 1,000 PLN transactions, as I am certain they were not made by me.

Kind regards,

Gabriel

Hello,

I would like to clarify an important point regarding my previous message.

I do not have definitive proof that my account was accessed by a third party, and I understand that the casino’s logs may indicate that the activity was performed from my usual device.

However, what I want to emphasize is the extreme and unprecedented change in my behavior on that day. The sudden increase from 2–7 PLN bets to 1,000 PLN transactions, along with the cancellation of withdrawals, is completely inconsistent with my long-term activity.

My concern is not only about potential unauthorized access, but also about the lack of intervention from the casino’s security or responsible gambling systems in response to such highly abnormal behavior.

I kindly ask you to evaluate this case from the perspective of player protection and fairness, and to consider whether some form of goodwill compensation would be appropriate.

Dear Slotuna Casino,

Could you please provide the session data, IP address, and device details associated with the account activity on April 24th, 2026, specifically the transactions of 1,000 PLN? Please send this information directly to hadi.a@casino.guru.

Best regards,

Hadi

I'm sending you some screenshots from the game's history that day, something like this has never happened before.

Hi Hadi,

I am attaching screenshots from my recent live chat with agent Katrina. I want to highlight the inconsistent and misleading information provided by the casino support:

At first, the agent explicitly claimed that "no decision has been made yet" regarding my refund request.

Only after I pushed for more details, she suddenly "found" the final refusal in their system, citing T&C 6.6.2.

This clearly shows that the support team is providing contradictory information and that my case is not being handled with the necessary professional care. It seems the casino is trying to dismiss my claim without a proper and transparent investigation into this whole situation.

Best regards,

Gabriel

Hi Hadi, I am providing 5 additional screenshots from my latest attempt to get technical answers from Slotuna's live support today. These images show a clear pattern of intentional avoidance and lack of transparency:

Failure to Detect Anomalies: Agent Frania confirms their system 'detected no irregularities,' completely ignoring the 1200 PLN stake anomaly and 7-hour unusual betting pattern.

Admission of System Flaws: When pressed about the lack of security locks, an agent admitted they are 'constantly working on improving their systems'—an indirect admission that their current protection is insufficient.

Irrelevant Deflection: Instead of addressing why the high-stakes transactions weren't blocked, agents repeatedly sent copy-pasted templates about child safety and parental filters (NetNanny), which is completely irrelevant to my situation.

Evasion and Closing Chats: On multiple occasions, agents (like Kentrell) simply closed the chat session immediately after being asked direct questions about Anti-Fraud and Account Takeover Protection (ATO) protocols.

Lack of Internal Communication: Support agents claimed they cannot see previous conversations and redirected me to email support, even though the casino has been ignoring my emails for 5 days.

This evidence shows that the casino is not acting in good faith and their internal security monitoring failed to protect my balance despite obvious red flags.

Dear GabrielW,

Thank you for the screenshots and the detailed breakdown of the April 24th activity. Everything you've shared so far has been noted and will be taken into consideration as the case progresses. In the meantime, we are waiting for the casino to respond.

Best regards,

Hadi

Dear all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Slotuna