Slotuna Casino - Withdrawal of player's winnings has been delayed.

Good evening, I made a withdrawal from this particular casino on 7/27 and from what I read here about the casino, I am beginning to doubt that the money will be credited in time and I would like your help because in the chat they keep answering the same thing... I have not made a withdrawal in the past, I was not asked for KYC confirmation and the money is from deposit bonuses that I wagered legally without violating any terms or betting more than €5 euros. I am also sending you photos that told me that on 9/1 the money would have been credited to my account... I know that I have to wait up to 14 days but it is clear that this casino is slow and I would like you to call them to expedite the process and pay on time... Thank you.

Dear player,

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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Okay, so I have to wait until the 9th-10th of the month for you to intervene...

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good evening, nothing yet and they tell me the same thing every day in the chat that due to workload...Please help me get my winnings.

Dominika, please call the casino to resolve the issue, it has been delayed for quite some time.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you contacted the casino to explicitly ask whether they require any documents or action to complete the verification process?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Good evening, in the KYC process, no verification is requested, also in the bonus it was a real money deposit bonus, I am sending you the conversation as you requested in the mail.

And today's conversation apologizing for the delay and being prioritized, etc...

I'm uploading the bonus here as you requested, please keep it private for security reasons, thank you.

19 days have passed and still nothing!!

Today's conversation after 20 days...

Please call the casino to give an answer when I will receive my money....Thank you....

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Karla ([email protected]) 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 kwatasele31,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Slotuna Casino into this conversation.

Dear Slotuna Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Dear kwatasele31,

We have escalated your request to the relevant department and we will keep you posted once we receive an update.

Thank you for your patience.

Kind Regards,

Slotuna Team

Good morning, nothing has happened yet, nor have I received any money and I will have to wait another 7 days for a response from the casino to settle my money, it has been 22 days already...!!

Karla, this all turned out to be intentional, they are trying not to pay, today I logged into my account and after 23 days, the identification was requested, completely wrong according to the casino's terms, nevertheless I have done it and I am waiting for the completion, they are doing it on purpose to gain time!!

I just got an email saying my withdrawal was canceled while I haven't done anything and they haven't identified my account on purpose after 23 days and I can't make another withdrawal... Can you tell me what's going on here???

They asked me for identification again after 24 days, I did it and now they are asking me for the details of a 0076 card that has been canceled for a long time due to hacking. I had it in another article about this card. If you can, block it for security reasons... Thank you.

Hello kwatasele31,

Thank you very much for providing all the requested documents and for keeping us updated on the situation. I understand that this has been a very frustrating experience for you and I appreciate your cooperation throughout the process.

Dear Slotuna Casino,

Could you please confirm whether the player’s account verification process has now officially started?

If there are specific documents or requirements that the player must provide for the verification to be completed successfully, please list them clearly so that we can ensure the player submits everything needed at once.

This will help prevent any further delays and ensure the player can successfully verify the account and receive the pending winnings.

Thank you for your cooperation.

Best regards,

Karla

They are still asking me on the Karla profile to upload the documents for the card on which it is canceled and I sent you the bank documents that prove that it was intercepted and has been canceled....I uploaded them to them and they are still asking me the same thing even though I do not have this card in my possession nor can I see the movements while in the withdrawal I had made I had the new card that I have sent all the receipts....It is 26 days today and they still have not done anything.

Hello kwatasele31,

I completely understand how frustrating this situation must feel, especially given the long delay and repeated requests. Please be patient, we are here to help make sure this process moves forward.

To assist you as efficiently as possible, could you please send me screenshots of what you are currently seeing in your account (any pop-ups, verification requests, or messages) directly to my email address [email protected]? This will help me better understand the exact status and share it with the casino for review.

Dear Slotuna Casino,

Thank you for your earlier update. Could you please provide us with the current status of the player’s verification and withdrawal?

Additionally, we kindly ask you to confirm if there are any specific documents or requirements still needed from the player to successfully complete the verification and process the withdrawal. If so, please list them clearly so that the player can submit everything at once and avoid any further delays.

Your timely response will help us resolve this case as quickly as possible.

Best regards,

Karla

Also, the casino is unacceptable and I don't understand the rating it has on your forum. It is misleading for players. You need to change the rating immediately. The casino is really unacceptable.

Dear kwatasele31,

Your withdrawal request has been forwarded to the appropriate department for a speed up, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

Slotuna Casino Team

I have uploaded that you have asked me for identification and I sent the email again that the card you are requesting, 0076, has been canceled due to interception. I have also uploaded the documents from the bank that indicate the entire number of the specific card.. we are talking about the worst casino by far, unacceptable.

I just had this conversation with the chat confirming that all my documents are in order and have been identified. I am also uploading the corresponding screenshot with the conversation.

28 days Karla and I still haven't received my money it's unbelievable and you still have a high rating on this casino?

He says the money will appear as soon as possible, it's already been 28 days and still nothing.

Dear Slotuna Casino,

We consider the current withdrawal delay unacceptable.

The player’s €1,500 withdrawal has been pending for over 28 days, despite your own Terms stating:

• 6.15 – withdrawal requests are worked through by the financial department within 3 business days after the request is made and/or 3 business days after the last withdrawal was paid out (subject to completed checks).

• 6.14 – while you may set an individual schedule and transaction limits, this must still operate consistently with clause 6.15.

• 6.13 – a customer may have up to 3 pending withdrawals; in this case there is only one.

• Monthly withdrawal limit €7,000 – the requested €1,500 is well within this limit.

We acknowledge 6.16 allows temporary postponement to perform KYC/SoF and related checks. However, we need a serious, specific explanation for why this has reached 28 days and what precisely justifies such an extended delay.

Please could you clarify these questions so we can move with Players payout as fast as possible or so we can understand the delay in payout:

1. Which exact check(s) under 6.16 are pending (identity, account balance, source of funds, other)? When were they initiated and what is their current status and expected completion date?
2. The card ending 0076 has been cancelled (bank proof provided). Please confirm an alternative compliant payout route (e.g., the 6522 card already submitted ) and provide payment time.

For the avoidance of doubt: under 6.15 the financial department timeline is 3 business days. Even if 6.16 checks are ongoing, an additional 28 days is unacceptable. We require a clear explanation for this delay and a firm payment date for a player to receive his funds.

Thank you for your cooperation.

Best regards,

Karla

Dear Miralas,

We have sent an email with a list of the additional documents needed to complete the verification process for your funds withdrawal.

Please check your inbox and upload the required documents to our website at your earliest convenience.

Thank you for your prompt attention to this matter.

Kind Regards,

Slotuna Casino Team

Dear Slotuna Casino,

Thank you for your update. We kindly ask that once the player provides the newly requested documents, you review them without delay. The withdrawal process has already taken considerably longer than the time frames set out in your Terms, and we expect a swift conclusion once the player’s submission is complete.

Dear Miralas,

Thank you once again for your patience and cooperation. Please make sure to upload the requested documents to the casino as soon as possible so they can continue with your withdrawal. Hopefully, this will be the final step needed, and you will receive your funds without any further delay.

Best regards,

Karla

What you are asking for as a document, first of all, from the moment a card is deleted from the respective account, it is deleted and the history of the card, I continue to tell you, is unacceptable, do your best not to pay, from the moment you have a document that proves that the card has been hacked, has all my details on it, and you continue to ask for data from this particular card, it shows that you are deceitful and are operating with specific tactics to block the payment. I hope and I hope that you get a zero on the score and I hope that Karla will do her best for this. I will upload the email you sent me and what you are asking for about a card that is not active and you have all the evidence that proves my above words..

Dear Miralas,

Thank you for your replys. I fully understand your frustration regarding the repeated requests for documents related to a cancelled card.

To make sure we can support you in the best possible way, could you kindly send me every document, email, or screenshot that you are submitting to the casino? This will allow me to review them carefully as well, so that if the casino declines the card again, we will already have the necessary evidence on file to address the issue without further delays.

You can send them directly to my email address: [email protected]

Thank you once again for your patience and cooperation. We will do our best to help you receive your funds as soon as possible.

Best regards,

Karla

Casino Slotuna and dear Karla, I sent the casino the requested file with the movements that proves the entire history of May and also lists my full name and the card number officially... Proceed with my withdrawal at Slotuna casino.

Dear Karla and Slotuna Casino, I am uploading here the document that proves the deposit in May as you requested via E banking for the famous deposit of the card **0076...I have sent you Karla that document you requested in your email, as I uploaded the medical certificate for May to Slotuna, now the payment remains to be made immediately and I do not accept to upload anything else to you, up to this point.

Dear Casino Guru,

Regrettably, we are unable to advance with the customer's request until we obtain the following documents:

• An official letter from the bank indicating that card 0076 is no longer active, stamped by the bank. The document currently provided is irrelevant.
• A transaction history for the period of May 2025. The document submitted is from July 2025.

Kindly inform the customer of this requirement so that we may proceed with the withdrawal.

Kind Regards,

Slotuna Casino Team

You are at least ridiculous and fraudsters at the same time no bank provides documents for a card that has been canceled. Secondly, the May transaction that has been sent to you is the transaction that has been made from my account. It has been sent to you and it is clearly stated that the card 0076 has also been sent to you and it is also stated that the new card has also been sent to Karla, so she will find out that you are liars and are doing all this on purpose. I am addressing the slotuna casino.

Confirm immediately that you received the card transaction file **0076 for the month of May and stop fooling around.

Dear Slotuna Casino,

I would like to clarify that the player has provided us with two separate transaction history documents:

• Card 0076 – covering May 2025
• Card 6522 – covering July 2025

After reviewing these, I can confirm that the transaction history on my side is valid and does not present any issues.

At the same time, I fully acknowledge your request for an official stamped bank statement confirming that the 0076 card has been canceled.

I appreciate your cooperation and ask that, once the player provides the requested official bank statement, you review and finalize the withdrawal without further delay.

Thank you in advance for your attention to this matter.

Dear MIRALAS,

Thank you very much for sending us the transaction histories for both cards.

These documents are clear on our side and valid without problems.

Unfortunately, the casino has stated that they cannot move forward unless they receive an official bank statement confirming that the 0076 card has been canceled, and this document must be stamped by the bank. I kindly ask you to visit your bank and request this official document. Without it, the casino will not proceed with the withdrawal, and I want to make sure your payment is completed as soon as possible. I understand this is an additional step, but your cooperation will help us resolve the situation more quickly.

Thank you for your patience and understanding.

Best regards,

Karla

I'm waiting for the document from the bank, it takes 5-7 business days, they will send it by email, thank you very much

Dear MIRALAS,

Thank you very much for your patience and cooperation in this matter. I completely understand that obtaining the required stamped confirmation from your bank may take a few days, and I appreciate you taking the necessary steps to secure this document.

I will be waiting for any updates from you regarding this issue. To make the process smoother, could you also kindly send me a copy of the bank document directly to my email address at [email protected] once you receive it? This way, I can make sure if the documents are valid same as the transaction history you sended earlier.

Thank you again for your efforts and understanding. I hope this will be the final step needed for you to receive your funds.

Best regards,

Karla

Dear MIRALAS,

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.

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,
Karla
Casino.Guru