Slotuna Casino - Player's withdrawal is delayed and account access is restricted.

Estoy teniendo problemas para retirar mi dinero. Después de haber apostado todo la cantidad de dinero requerido. Verifique mi cuenta tal y como me pedían, proporcionando toda la documentación solicitada, volví a realizar un retiro de mis fondos y siguen rechazándolo. Llevo mas de un mes y medio intentar retirar mi dinero y sigo a la espera. Me pide que entre a mi cuenta para verificar pero ni me deja entrar al casino y no hacen mas que darme largas por el chat y por el correo electrónico. imposibilitando poder retirar mis fondos y acabar con mi paciencia. No me dan ninguna solución y ahora mismo ni puedo entrar al casino para realzar la retirada y por correo no recibo respuesta alguna. Es por ello por lo que presento esta queja contra este casino.

Dear Pabloiglesias,

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

Please note that most of the screenshots you submitted are low quality and illegible.

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?
• Do I understand correctly that the casino requested additional verification documents from you?
• 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 with me your communication with the casino support regarding your account closure and verification? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Buenas tardes

Le voy respondiendo a todas sus preguntas:

-Me cerraron la cuenta sobre el 4 de febrero de 2025 que es cuando solicite mi primera petición de retiro de fondos y me registre el 25 de enero de 2025. Me rechazaron la petición el 10 de abril, 2 meses mas tarde.

-Debido a que no me permitía apostar mi dinero.

-Es correcto y se lo detallare en la captura, me solicito documentación adicional para verificar mi cuenta y se los proporcione sin obtener respuesta.

-Apuestas deportivas y juegos en vivo como la ruleta.

-Negativo, al registrarme no use bono.

-Le adjunto pantallazos a su correo electr´´onico comunicándome con el casino.

Muchas gracias por su ayuda.

Reciba un cordial saludo

Pablo *****

Thank you very much, Pabloiglesias, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Pabloiglesias,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Slotuna Casino to join the conversation.

Dear Slotuna Casino,

Could you kindly clarify why the player's account is still locked and their withdrawal hasn't been processed, even after they submitted the necessary KYC documents? If there are specific details related to this case that cannot be disclosed publicly, I kindly request that you send them to me at michal.k@casino.guru.

Dear Pabloiglesias,

We would kindly request to provide us the requested Crypto ownership and Proof of deposits as soon as possible in order to complete your account verification and proceed with the payment.

Thank you in advance!

Kind Regards

Slotuna Casino Team

Buenas noches 

A continuación, les remito los documentos solicitados y prueba de e-wallet para que puedan realizar el retiro manuales a mi billetera.

La fecha y el importe del depósito iniciales no recuerdo la cantidad y además tampoco se me permite entrar a mi cuenta para saber la cuantía exacta. Disculpen las molestias ocasionadas.

Dear Pabloiglesias,

We would kindly request to upload on the website the required Crypto ownership and Proof of deposits in order for the relevant department to complete your account verification.

Please provide us a screenshot of the issue you encounter when trying to log in so as to resolve it.

Thank you for your cooperation!

Kind Regards

Slotuna Casino Team

Buenas noches,

Les he remitido toda la documentación solicitada en el correo electrónico que me han enviado anteriormente. No obstante se lo dejare por aquí adjunto. Estaría bien que al menos me pudieran indicar la fecha exacta y la cuantía en la que realice el deposito ya que al no poder acceder a mi cuenta de Slotuna porque me han limitado no puedo recordar con exactitud esa información, por eso les envió las fechas aproximadas de las transacciones de mi billetera de Trustwallet. Es`pero que con esto sea suficiente y poder solucionar este caso de la mejor manera posible.

Un cordial saludo

Pablo I**** G****

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Pabloiglesias,

We would kindly request to provide a reply to the email received.

Thank you for your cooperation!

Kind Regards

Slotuna Casino Team

Buenos dias

Se lo acabo de remitir. Si revisan los correos electrónicos podrán comprobar que anteriormente ya les envié esta documentación. El problema viene que al no poder acceder a mi cuenta de slotuna no puedo saber con exactitud el importe y la fecha exacta, además que operó en las crypto casinos y tengo más operaciones. Por eso les he adjuntado todas mis operaciones en el periodo comprendido desde el 25/01/2025 ,fecha en la que me registró y hasta el día 04/02/2025 que es cuando ya me limitan y solicito el retiro. Espero que con esto sea suficiente. Desde el 4 de febrero hasta la fecha de hoy y sigo sin recibir mis fondos..

Dear Pabloiglesias,

We are pleased to inform you that your account has been successfully completed.

Thank you for your cooperation!

Kind Regards

Slotuna Casino Team

Thank you for the positive update, Slotuna Casino Team.

Dear Pabloiglesias,

As per the casino team's response, the verification has been successfully completed. I am confident that the withdrawal will be handled promptly and without any issues. Kindly inform me once you have received your winnings so I can proceed to close this case as resolved.

Buenas tardes

Eso es una gran noticia, mi pregunta es cómo van a proceder al retiro a mi billetera? Les envío mi dirección o sobre la misma que realicé el ingreso me lo enviarán ahí?. Por supuesto en que reciba los fondos les informaré al respecto y mi valoración sobre este casino será positiva.

Dear Pabloiglesias,

We would kindly request to submit your withdrawal request, in order to proceed with your payment, with the method used to deposit.

Thank you for your cooperation!

Kind Regards

Slotuna Casino Team

Buenos dias

me encantaría poder realizar la solicitud de retiro pero es que no puedo entrar a mi cuenta de slotuna, mi cuenta está en revisión. O bien me dan acceso para que pueda entrar o me hacen el retiro de fondos manual a mi dirección de billetera. Ya me dirán.

un saludo

Pablo Iglesias García

Dear Pabloiglesias,

We would kindly request to provide us a screenshot of the error that occurs when you're trying to submit a withdrawal request.

We would like to confirm you that your account has been successfully verified.

Thank you for your cooperation!

Kind Regards

Slotuna Casino Team

Buenas tardes

No puedo adjuntar una imagen en la pagina de casino guro, se queda cargando todo el rato pero no se adjunta, debe de haber un error. Si me proporcionan una dirección de correo les remito el pantallazo de lo que me aparece en pantalla. No obstante no puedo enviarles la captura de la solicitud de retiro que me solicitan debido a que ni siquiera se me permite acceder al casino online. Por ello y dado que mi cuenta se encuentra verificada solicito que me realicen la solicitud de retirada de fondos manual a mi dirección de billetera o método de pago alternativo. Muchas gracias por su ayuda.

un cordial saludo 

Pablo Iglesias Garcia

Dear Slotuna Casino Team,

Please provide an email address where the player can forward you the error message screenshot.

Dear Pabloiglesias,

Feel free to forward the error message screenshot or any other relevant screenshots to me at michal.k@casino.guru, and I will try to upload them in the complaint thread.

Thank you for your email, Pabloiglesias.

Dear Slotuna Casino Team,

The player receives these error messages when trying to access their account.

Can you please check that with your IT team?

Dear Pabloiglesias,

We would kindly ask you to provide us the error message screeshot in the email which requested.

Thank you for your cooperation!

Kind Regards

Slotuna Casino Team

Buenas noches

Procedo a adjuntarles las capturas de pantalla que me aparecen a la hora de intentar acceder a mi cuenta. No puedo realizar la solicitud de retiro al no tener acceso a mi cuenta, es por ello les solicito que me realicen un retiro de fondos manual. Quedo a su disposición

Atentamente

Pablo Iglesias Garcia

Dear Pabloiglesias,

Thank you for reaching out to us.

We would kindly request to retry and let us know If you are able to log in now.

Please note, that your account has been frozen due to wrong password attempts.

Kind Regards

Slotuna Casino Team

Buenos días 

Le he vuelto a intentar incluso solicitando un reseteo de contraseña y eliminando cookies y caché y me resulta imposible. Por favor si pueden realizarme el retiro manual porque no consigo acceder a mi cuenta, les adjunto pantallazo del error así como conversación mantenida con atención al cliente para solucionar mi problema de acceso a mi cuenta.

Hi Pablo,

Thank you for your patience.

Our records show that your login details were sent to you on June 13th.

Could you please confirm whether you were able to access your account successfully, or if you're still experiencing any issues?

Kind regards,

Slotuna Casino

Dear Pabloiglesias,

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.

Buenos días y disculpen mi demora en otorgar una respuesta. Si es correcto porque solicité por atención al cliente un cambio de contraseña para intentar acceder al casino pero me sigue dando el mismo error. Por favor solicito que efectúen el retiro manual de mis fondos debido a que sigo sin poder acceder a mi cuenta y realizar mi retiro.

Un saludo

Pablo Iglesias Garcia

Dear Pabloiglesias,

We’re very sorry to hear that you're still unable to access your account.

Our relevant department is currently reviewing the issue again to identify the cause and to see what alternative solution we can offer in this case.

Thank you for your continued patience — we’ll get back to you as soon as possible.

Best regards,

Slotuna team

Buenos días

He intentado por todos los medios intentar acceder a mi cuenta de Slotuna para realizar el retiro pero de ninguna manera ha sido posible. Por eso contacté con el servicio de atención al cliente para que me generaran una nueva contraseña pero ni aún así. Por ello quedo a la espera de que me indiquen la solución a adoptar. Quedamos a la orden. Muchas gracias

Un saludo

Pablo Iglesias Garcia

Dear Pabloiglesias,

Thank you for your response.

Dear Slotuna team,

I recognize that there is probably some bug or glitch preventing the player from accessing their account, and it is essential for your IT team to look into this matter. However, would it be possible to manually process the player's withdrawal to avoid keeping the player waiting for an indefinite period until the issue is completely resolved? The issue has been ongoing for several weeks, and it does not originate from the player's side.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Buenas noches

Por supuesto, a ver si me pueden dar una solución al problema porque estando todo verificado y correcto que a día de hoy desde febrero siga sin recibir mis fondos me parece sorprendente. Han sido todo largas espero que consigan darme otra solución y poder cerrar esta reclamación sin problema. Muchas gracias por su gran labor.

Atentamente

Pablo Iglesias Garcia

Dear Slotuna team,

Please address the player case at your earliest convenience. The issue has been ongoing for several months now, and it does not originate from the player's side, so it's expected that you address it without keeping the player waiting for an indefinite period until the issue with their account is completely resolved.

I respectfully request that you manually process the player's withdrawal.

The elapsed time of more than 2 months without a valid resolution falls short of the effective and user-friendly approach we expect from established, high-rated casinos. If this matter is not addressed in the forthcoming days, I will regrettably have to classify this case as unresolved, which will adversely impact your casino's safety index rating.

Dear Pabloiglesias,

We kindly ask you to please attempt to login one last time and please make sure you have cleared your browsers cache & cookies.

We also suggest to please try to login from another device. A desktop / tablet, if possible.

And please do not forget to share the screenshot of the error message.

As we agree with Michal. This case is juts prolonging. Therefore, we are willing to help you at the earliest.

Once you share the screenshot of the error from another device we can check further accordingly and regarding your balance. As we do not mean to keep you waiting any longer we will try to proceed with a manual withdrawal as soon as possible.

Hence, please confirm a screenshot as earliest as possible. Thank you!

Waiting for your update.

Kind regards,

Slotuna team.

Dear Pabloiglesias,

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.

Buenas noches

disculpen la demora en mi respuesta. Les confirmo que ya he podido acceder a mi cuenta y he realizado mi primera solicitud de retiro en mi cuenta. Cualquier verificación adicional o documentación háganmelo saber. Muchísimas gracias. Quedamos a la orden.

un saludo

Pablo Iglesias Garcia

Dear Pabloiglesias,

Thank you for the positive update. I'm glad you were finally able to access your account and request a withdrawal. I have my fingers crossed that it will be processed as usual without any delays.

Buenas noches y disculpen la demora, por ahora si tengo realizadas las dos peticiones de retiro de fondos. Yo también espero que no haya inconveniente después de todo y de haber verificado mi cuenta como corresponde hace unos meses. Les mantengo informados y si todo se procesa con normalidad para poder cerrar la queja. Muchas gracias

Un saludo

Pablo Iglesias Garcia

Dear Pabloiglesias,

Thank you for your response. I trust you will receive the funds shortly. I'm looking forward to your confirmation that you have received all of your winnings.

Buenos días, eso espero la verdad, que me liquiden la parte correspondiente y finalizar esta queja. De momento sigo a la espera. No he recibido mis fondos.

Dear Pabloiglesias, 

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Thank you in advance.

Kind Regards,

Slotuna Casino Team

Dear Slotuna Casino Team,

I am eagerly awaiting your confirmation regarding the date when the funds were disbursed from your side, as it has already been a week since the player submitted the withdrawal requests.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Pabloiglesias,

We are pleased to hear that your issue has been resolved and you received the funds. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru