Slotuna Casino - Player's withdrawal is delayed and account appears blocked.

Hello, I have a problem withdrawing money from Slotuna casino... I requested a withdrawal on March 18, 19, 20, and nothing has been processed so far... I previously withdrew money from this casino because I won a large sum of money and managed to withdraw the money twice, although with a significant delay, but it worked... and today I feel that the casino is deliberately withholding my withdrawal. I wrote several times in the online chat and each time I was dismissed that everything was fine, but there were a large number of withdrawals... it was like this every time I wrote to them... two days ago I wrote to them again by email and received a message that the casino sent me an email to confirm additional information for verification... I checked my entire inbox and there was no such message... I replied that I did not receive such a message from them, to which they replied that it would be on the website... I go to the website and in the verification tab and there is a message that my account does not require additional verification and I can play... I feel I was cheated by the casino and I would like to resolve this matter as soon as possible, I am attaching a photo of the account showing that it is verified. Additionally, it will show that I have ordered withdrawals and the account is blocked.

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Dear Rooney10,

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.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Can you confirm if any verification documents were requested from you, and if so, did you submit them?
• 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

The last withdrawal was made on March 19, 2026... I waited for it for about 2-3 weeks. I managed to withdraw the money twice and each time I waited about 2-3 weeks... As for the funds, it was a previously granted bonus from the casino itself, but I turned over the bonus in accordance with the regulations and the funds were sent as real money... As for the verification documents, yes, the casino informed me that additional documents would be required for verification, but they informed me only after a very long waiting time and after writing emails on my part... Previously, every time I wrote, either in online chat or by email, I was assured that everything was fine and the delay in the withdrawal was due to the large number of requests... They always replied like this... When I received information that I would have to provide additional documents for verification, I did not receive any email or information on where to submit these documents... they told me to wait... on my part, it seems like a deliberate delay in the withdrawal of funds... I have no problem providing these documents, just let the casino tell me where to deliver it because when I go to the casino website, I get a message that my account does not require verification, but the email tells me otherwise....

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

• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Was your payment method successfully verified?
• Could you provide any additional communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all the documents to petra.h@casino.guru or upload your screenshots directly to the complaint thread.

Thank you again for your cooperation.

I've been depositing money using the Blik method all the time since I started using Slotuna Casino, and I've never had any problems. For almost two weeks, my communication with the casino has been declining. They've been asking me to verify my documents. I've sent them what they need, but they still dismiss me. Once again, I get a message about uploading documents, saying I'm the account owner. I don't understand why they're treating me this way. I've been emailing support asking for specific reasons, but they're not responding to my emails. I've been uploading screenshots of the documents they want verified, and I've provided them with the documents, but after verification, the same message keeps appearing.

Dear Rooney10

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

Hello. I'd like to clarify one situation. The casino is communicating with me normally. They keep asking me to verify my bank account ownership. They're specifically referring to deposits made between January 15, 2026, and February 15, 2026. This is probably the third or fourth time I've sent them these documents because something kept going wrong. Yesterday, I was assured in online chat that all documents had been sent and were going through verification, which can take up to 10 business days. Could the problem be that I deposited money from a different account and withdrew to the other? I own both accounts, and I've withdrawn money from this casino three times before using this method, and everything was fine.

Dear Rooney10,

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

I would like to add updates, I passed account verification today which took a very long time... I am still waiting for the withdrawal of funds... I have even ordered two new withdrawals.

Dear all,

We would like to kindly inform you that we are checking the matter with our relevant team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Slotuna Team

Dear Rooney10,

We kindly inform you that your withdrawals have been completed successfully.

Excuse us for the inconvenience caused from this delay.

Best regards,

Slotuna Team

I am pleased to hear the good news. I will await confirmation from the player, and once received, we can consider this complaint resolved.

Yes, I confirm that both payments were made successfully... however, I would like to point out that the waiting time for all of this was truly scandalous.

Dear Rooney10,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help. Also, I would like to thank the casino for their assistance with the issue!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Hadi

Casino Guru Team