The player from Germany requested a withdrawal of €500, but had not received a response regarding verification. He encountered difficulties finding assistance in the chat and planned to withdraw an additional €700 soon. Due to the player's lack of response to the Complaints Team's inquiries, the complaint was closed without resolution. The player can choose to reopen the complaint in the future.
Slotuna Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
Slotuna Casino
Safety Index:HighCase summary
Discussion
Public
Public
10 months ago
Translation
I requested a withdrawal and asked for verification, but I haven't received a response. The chat doesn't provide any concrete help.
I played on the site a while ago and rediscovered it today through a bonus email and deposited money. A total of about €500, which I'm now withdrawing. I also have another €700 in my account, part of which I plan to withdraw tomorrow. I chose bank transfer for deposits and withdrawals.
Automatic translation:
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10 months ago
Dear hn77bmybzd,
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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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10 months ago
Dear hn77bmybzd,
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.
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10 months ago
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,
Tomas
Casino.Guru
