Slotuna Casino - Pelaajan kotiuttaminen viivästyy.

The casino isn't processing my withdrawal. They're delaying the payout and won't let me complete the KYC process, despite my repeated requests.

Das Casino bearbeitet meine Auszahlung nicht. Es verzögert die Auszahlung und lässt mich nicht den Kyc- Prozess durchführen, obwohl ich mehrmals darum gebeten habe.

Dear Viktor1989,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you submitted your withdrawal request?

Have you made any successful withdrawals from this casino before?

Did you accumulate 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 in advance for your reply.

Best regards

Veronika

I requested my first withdrawal on the 23rd, and one each day following. I haven't received a successful withdrawal yet, and I've also played without bonuses.

Ich habe am 23. die erste Auszahlung beantragt und in den darauf folgenden Tagen jeweils eine. Ich habe noch keine erfolgreiche Auszahlung vernehmen können und ich habe auch ohne Boni gespielt.

Thank you for your reply. Although I understand your concern, 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, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Five days have passed, and the KYC process hasn't even been requested. This is extremely dubious. I wouldn't be surprised if they canceled all withdrawals, asked for the KYC process, and waited another week. This is ridiculous.

Es sind nun fünf Tage vergangen und das KYC Verfahren wurde nicht einmal abgefragt. Es ist äußerst dubios. Ich würde mich nicht wundern, wenn sie alle Auszahlungen stornieren und nach dem KYC Verfahren fragen würden und wieder eine Woche abwarten. Das ist doch lächerlich.

Now my access has been blocked. I can no longer access the site.

Nun ist mir der Zugang gesperrt worden. Ich kann die Seite nicht mehr aufrufen.

I can visit the site again, but on day 8, no change. No response, nothing.

Ich kann die Seite wieder besuchen, Tag 8 keine Veränderung. Keine Reaktion, gar nichts.

Day 9, nothing not even the request to complete the KYC procedure

Tag 9 , nichts nicht einmal die Aufforderung das KYC Verfahren durchzuführen

Thank you for keeping me updated. As I mentioned in my initial response, we recommend waiting up to 14 days for your withdrawal request to be processed and paid out. If the casino cancels your request or if any other issues arise, please let me know immediately, and we will intervene. I appreciate your patience and cooperation.

The casino paid out €1,500 of the €2,500 after 11 days. I have now been waiting for the last payout for three days.

Das Casino hat 1500€ der 2500 € nach 11 Tagen ausgezahlt ich warte nun seit drei Tagen auf die letzte Auszahlung.

Another €500 was paid out today. After 15 days, there are still €500 left to be paid out.

Heute sind weitere 500€ ausgezahlt worden, es fehlen nach 15 Tagen! noch 500€, welche ausgezahlt werden sollen.

I'm glad to hear that you’ve received two parts of your winnings. Please keep me updated once the third payment arrives, or let me know if any issues come up in the meantime.

They somehow won't cash out the last withdrawal. Iam waiting 8 Days now, nothing is happening and the support is never helping. My complainment at askgamblers helped me get the first three cashouts, but they've closed the complainment now.

The last 500€ have not been paid out yet, I have been waiting for 8 days and the owner or the website has now banned me.

Die letzten 500€ sind noch nicht ausgezahlt, ich warte seit 8 Tagen und der Besitzer bzw. die webpage hat mich nun gebannt.

Please do something! This casino is the most dubious casino ever. I've been waiting for my full withdrawal for over three weeks now. A single withdrawal has been pending for 12 days.

Bitte macht etwas! Dieses Casino ist das unseriöseste Casino überhaupt. Ich warte nun seit mehr als drei Wochen auf meine komplette Auszahlung. Eine einzige Auszahlung steht noch seit 12 Tagen aus.

Thank you very much, Viktor1989, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Viktor1989,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Slotuna Casino representative to join this conversation.

Dear Slotuna Casino,

Could you please clarify, why the player's withdrawal hasn't been paid out?

Thank you in advance,

Mirka

Dear Casino Guru team and Viktor1989,

Thank you for bringing this matter to our attention.

We would like to confirm that the player’s last withdrawal was successfully processed and paid earlier this morning. We always strive to handle all withdrawals promptly, and we appreciate the player's patience throughout this process.

Should there be any further concerns or delays, we remain at your disposal for support and clarification.

Kind regards,

Slotuna Casino Support Team

Dear Viktor1989,

Could you please confirm, if you have received the last withdrawal?

The entire amount was received after 23 days. A warning to everyone: don't play at Slotuna. It's a dubious casino that doesn't pay out funds and hopes you'll cancel the withdrawal and lose it.

Das komplette Geld ist nach 23 Tagen eingegangen. Eine Warnung an alle, spielt nicht bei Slotuna. Es ist ein unseriöses Casino, welches die Gelder nicht auszahlt und darauf hofft, dass man die Auszahlung storniert und verspielt.

Dear Viktor1989,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru