Slotuna Casino - Pelaajan kotiutuspyyntö on viivästynyt.

Good evening, I really have a huge problem. In general, I have been playing at this casino for a year now and I have made regular withdrawals of 1000 euros and several of 500€ and above, however the other day I won 10200 in total, they made a withdrawal of 800 but now it is stuck on the others since December 30 It seems like they have blocked my transactions for no reason and generally the only response I get is not to worry and that the money will come in. Please help me because I need this money. Thank you very much in advance.

Καλησπέρα σας , πραγματικά έχω τεράστιο πρόβλημα .Γενικα εγώ παίζω σε αυτό το καζίνο εδώ και κάνα χρόνο έχω κάνει κανονικά αναλήψεις και 1000 ευρώ και αρκετές από 500€ και πάνω ωστόσο τις προάλλες κέρδισα 10200 στο σύνολο μου κάνανε μια ανάληψη των 800 αλλά τώρα έχει κολλήσει στις άλλες από 30 Δεκεμβρίου εδώ φαίνεται να μου έχουν μπλοκάρει τις συναλλαγές χωρίς λόγο και γενικά το μόνο που παίρνω σαν απάντηση είναι να μην ανησυχώ και ότι τα χρήματα θα μπουν .παρακαλω βοηθήστε με γιατί τα χρήματα αυτά τα έχω ανάγκη ευχαριστώ πολύ εκ τον προτέρων

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Sourpeos,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing. To better understand the situation, I would like to ask you a few questions.

• Can you log in to your account?
• Could you please let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you use to withdraw your winnings, and was it the same method you used previously?
• Have you accumulated your winnings with an active bonus, or without any bonus applied?

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

Best regards,

Petra

Good evening, my last withdrawal was on January 2nd, they put it in relatively quickly, within three business days. I can log in to my account normally and the money I won was not from an active bonus, it is all for withdrawal and does not require a rollover. I withdrew it to a Visa debit card, which I have been using to deposit money and make my withdrawals for a year now.

Καλησπέρα σας τελευταία ανάληψη έγινε στις 2 Ιανουαρίου μου τα βάλανε σχετικά γρήγορα μέσα σε τρεις εργάσιμες .μπορω να συνδεθώ κανονικά στον λογαριασμό μου και τα χρήματα που κέρδισα δεν ήτανε από κάποιο ενεργό μπόνους είναι όλα για ανάληψη και δεν χρειάζεται Τζιράρισμα . Τα τράβηξα σε κάρτα χρεωστική visa όπου με αυτή βάζω λεφτά και κάνω τις αναλήψεις μου εδώ και κάνα χρόνο

Good evening, again they asked me for identification in order to proceed. I sent them my ID, which they approved, and they are asking me for a card that no longer exists and I had only made a withdrawal on it once, a small amount, about a month ago. So as you can see, since it is no longer in use, I cannot send it. so I sent this email so they could ask me for the correct card and the one I've been withdrawing and depositing from for a year now

Καλησπέρα και πάλι μου ζητήσανε ταυτοποίηση για να προχωρήσουμε έστειλα ταυτότητα την οποία μου την εγκρίνανε και μου ζητάνε μια κάρτα η οποία δεν υφίσταται πλέον και είχα κάνει ανάληψη σε αυτή μόνο μια φορά ένα μικρό ποσό πριν από κάνα μήνα περίπου .Οποτε όπως καταλαβαίνετε από την στιγμή που δεν χρησιμοποιείται πλέον δεν μπορώ να την στείλω οπότε έστειλα αυτό το μειλ ώστε να μου ζητήσουν την σωστή κάρτα και αυτή που κάνω ανάληψη αλλά και κατάθεση εδώ και κάνα χρόνο

Good evening, I finally found a way and sent through the bank's application that the card has been stolen and that I cannot provide any official document except a screenshot from the bank's application that the card has been lost, which means that they will have to ask me for identification of the existing card that I have saved in my profile.

Καλησπέρα σας ,τελικά βρήκα τρόπο και έστειλα μέσα από εφαρμογή της τράπεζας ότι η κάρτα έχει κλαπεί και ότι δεν μπορώ να προσκομίσω κάποιο επίσημο έγγραφο παρά μόνο στιγμιότυπο οθόνης μέσα από την εφαρμογή της τράπεζας ότι η κάρτα έχει χαθεί που συνεπάγεται ότι θα πρέπει να μου ζητήσουν ταυτοποίηση της υπάρχουσας κάρτας που έχω αποθηκεύσει στο προφίλ μου

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

• Have there been any changes to your account or recent transactions since you uploaded your card to the system?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Additionally, please provide any furhter communication regarding the card stolen you had with the bank/casino. This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Sourpeos,

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.

Good evening, sorry for the delay, I'm still waiting for the document from the bank that this card they're asking me for is not being used. I'll send you detailed photos and everything else you need within the next few days. Thank you very much for your patience and service.

Καλησπέρα σας συγνώμη για την καθυστέρηση περιμένω ακόμα το έγγραφο από την τράπεζα ότι αυτή η κάρτα που μου ζητάνε δεν χρησιμοποιείται θα σας στείλω μέσα σε αυτές τις μέρες αναλυτικά φωτογραφίες και όλα όσα χρειάζονται ευχαριστώ πολύ για την αναμονή και την εξυπηρέτηση σας

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

Could you provide further communication regarding the sent document you had with the casino? This can include screenshots, emails, or chat records. You can send me all the relevant documentation to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Good evening.

These are the emails I have exchanged and I have also spoken by phone with a Greek representative. I have sent the documents 4 days ago and I am still waiting for a response. They have nothing else to ask of me, I have actually provided exactly what they asked for.

Καλησπέρα σας

Αυτά είναι τα μειλ που έχω ανταλλάξει ενώ έχω μιλήσει και τηλεφωνικά με έλληνα εκπρόσωπο.Εχω στείλει τα έγγραφα εδώ και 4 μέρες και περιμένω ακόμα απάντηση .Δεν έχουν κάτι άλλο να μου ζητήσουν πράγματικα έχω προσκομίσει ακριβώς ότι μου ζητάγανε

I spoke again in live chat, the answers were the usual ones The days passed and I saw no response.

It seems that since I sent them the necessary document they are trying to delay payments even further.

It's been a month since then, so...

Ξαναμίλησα σε live chat οι απαντήσεις ήταν οι έξεις οι μέρες παίρνανε και ανταπόκριση δεν βλέπω

φαίνεται ότι από τότε που τους έστειλα το απαραίτητο έγγραφο προσπαθούν να καθυστερήσουν και άλλο τις πληρωμές

παει ένας μήνας από τότε έτσι

Dear Sourpeos

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

Thank you very much, I tell you the truth.

Σας ευχαριστώ πάρα πολύ αλήθεια σας το λέω

Dear Sourpeos,

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

Dear Casino Guru,

To proceed with verification, player needs to provide the following documentation:

Card Ending in 638: We require a clear photo of both the front and back (only one side was previously provided).

For security, please ensure the first 6 and last 4 digits are visible, while the middle 6 digits and the CVV code are covered.

Please note that for their protection, we cannot accept documents where this sensitive information is left visible.

Official Bank Document: An official, stamped bank statement or letter that includes the signature of an authorized bank officer.

Kind Regards,

Slotuna Casino Team

Here they probably haven't informed you that this card has been lost, I had declared the loss, I sent you a screenshot from the application itself that the card no longer exists, then you ask me for a paper from the bank to prove that this card is no longer used, I send it to you and now you tell me that you also want a signature. The bank itself sent me this paper, it no longer exists and finally there is simply a delay for no reason. The logical thing is to request verification of a card that is used but for some reason it continues and you ask for a card that no longer exists

Εδώ μάλλον δεν σας έχουν ενημερώσει ότι αυτή η κάρτα έχει χαθεί την είχα δηλώσει η απώλεια , σας έστειλα σκρινσοτ από την ίδια την εφαρμογή ότι δεν υπάρχει πλέον η κάρτα μετά μου ζητάτε χαρτί από την τράπεζα για να αποδείξω ότι αυτή η κάρτα δεν χρησιμοποιείται πλέον ,σας το στέλνω και τώρα μου λέτε ότι θέλετε και υπογραφή. Η ίδια η τράπεζα μου έστειλε αυτό το χαρτί δεν υπάρχει άλλο και τέλος απλά υπάρχει καθυστέρηση χωρίς λόγο .Το λογικό είναι να ζητήσετε επαλήθευση μια κάρτα από αυτές που χρησιμοποιούνται αλλά για κάποιον λόγο συνεχίζεται και ζητάτε μια κάρτα που δεν υπάρχει πλέον

I hope you understand my confusion because you are asking for things that are not done here in Greece. I asked for a document that proves that this card is not used and they gave me that. I cannot ask for what I want or what you want because the electronic signature does not work for you. This document is not issued otherwise, only electronically. You can look it up if you want. I am not trying to escape a situation. On the contrary, I send what you ask me for and then there is always an issue.

Ελπίζω να καταλαβαίνεται την αναστάτωση μου διότι ζητάτε πράγματα που εδώ στην Ελλάδα δεν γίνονται εγώ ζήτησα ένα έγγραφο που αποδεικνύει ότι η κάρτα αυτή δεν χρησιμοποιείται και αυτοί μου δώσανε αυτό δεν μπορώ να ζητάω ότι θέλω ή ότι θέλετε εσεις επειδή δεν σας κάνει η ηλεκτρονική υπογραφή .Δεν εκδίδεται αλλιώς αυτό έγγραφο μόνο ηλεκτρονικά μπορείτε να το ψάξετε αν θέλετε δεν προσπαθώ να ξεφύγω κάποια κατάσταση αντιθέτως στέλνω ότι μου ζητάτε και μετά πάντα υπάρχει θέμα

Dear Hadi, the document I sent them doesn't work for them, they say it's not official. I called the bank and they told me that we can't send you another document. Apparently the casino knows that what they're asking me for isn't being done and they're just doing it so that the whole process doesn't go forward. Please ask them to do my identification on a card that I have in my hands and not one that I've canceled because I lost it.

αγαπητε hadi το εγγραφο που τουσ εστειλα δεν τουσ κανει λενε γιατι δεν ειναι επισημο ,πηρα τηλεφωνο την τραπεζα και μου ειπανε οτι δεν μπορουμε να σασ στειλουμε αλλο εγγραφο.Προφανωσ το καζινο γνωριζει οτι δεν γινεται αυτο που μου ζηταει και απλα το κανουν για να μην προχωρησει η ολη διαδικασια ,Παρακαλω να τουσ ζητησετε να μου κανουν ταυτοποιηση σε μια καρτα που να την εχω στα χερια μου και οχι μια που εχω ακυρωσει επειδη την εχασα

Dear Sourpeos and Slotuna Team,

Thank you both for the updates.

I understand the player’s frustration regarding the verification of the canceled card, and I also acknowledge the casino’s security requirements.

Sourpeos, I noticed that a screenshot of the bank document was shared in the thread. In order to properly review the matter, I kindly ask you to forward the original PDF file issued by the bank, not a screenshot, directly to my email at hadi.a@casino.guru.

Having the official PDF version will allow me to assess whether it meets the necessary verification standards and determine how we can move forward.

Thank you both for your cooperation.

Best regards,

Hadi

Dear Slotuna Casino Team,

We have received the bank statement submitted by the player for verification. The player has informed us that the bank has confirmed no other official document can be issued, and the PDF provided is the only document available.

Could you kindly clarify:

• Why this official document is not being accepted for verification?
• Whether there is an alternative way to verify the player’s funds, given that the requested card is no longer in use and the bank cannot provide another document?

We would appreciate a clear and practical solution so that the verification process can move forward without further delays.

Sourpeos, please refrain from sending additional documents until we receive the casino’s response.

Thank you for your cooperation and attention to this matter.

Kind regards,

Hadi

Dear Casino Guru,

Please note that official documents must be submitted in PDF format, as we are unable to accept MS Word files.

Regarding the player's bank card, we have initiated an inquiry with the relevant department and will provide you with an update as soon as we hear back.

Kind Regards,

Slotuna Team

This research has been going on for a month now, but maybe we should cut it short and ask me for a card that is active and has been used for both deposits and withdrawals at your casino?

Αυτή η έρευνα γίνεται εδώ και κάνα μήνα όμως μήπως πρέπει να συντομεύουμε και να μου ζητήσετε κάποια κάρτα που είναι ενεργή για και έχει χρησιμοποιηθεί και για κατάθεση και για ανάληψη στο καζίνο σας ;

They already canceled a withdrawal for me so I could probably play with the money.

So it's clear what games they play.

ηδη μου ακυρωσανε μονοι τουσ μια αναληψη για να παιξω πιθανον τα χρηματα

αρα καταλαβαινεται τι παιχνιδια παιζουν

And not to mention empty words

Και για να μην λέμε και λόγια του αέρα

Dear Sourpeos,

I have sent you an email, and I would appreciate it if you could take a moment to review it. Thank you.

Yes, of course, thank you.

Ναι εννοείται ευχαριστώ

I sent it to you.

σασ το εστειλα

Hi Sourpeos,

I received your email. Please also check your inbox, as I have sent you an email as well.

Best regards,

Hadi

Dear Slotuna Casino,

I just want to clarify the document you received, was it not in PDF but in Word format instead? The player mentioned that they submitted the official document as a PDF. Could you please confirm this?

Thank you!

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

Dear Sourpeos,

We are pleased to hear that your issue has been resolved. 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,

Hadi