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I played here in this casino.. the first one was done normally in 4 days with a day off. then I won and put another one on withdrawal 2 times for 250 euros. 04/05/2025.. still no withdrawal. in the chat it says the same thing money will come in 3-5 days. but more has passed than it should. and they say the same thing every day. what to do. help

Играл я тут в казино этом.. первый сделали нормально за 4 дня с выходным днем. далее выиграл еще поставил на вывод 2 раза по 250 евро. 05.04.2025.. вывода так и нет. в чате пишет одно и тоже деньги придут за 3-5 дней. но прошло уже больше чем надо. и так каждый день говорят. что делать. помогите

Dear aleksandr23,

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 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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear aleksandr23,

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.

silence

тишина

Thank you aleksandr23 for all the information provided so far. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello aleksandr23,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Slotuna Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which aleksandr23 can expect his withdrawal to be processed?

Dear all,

We are pleased to inform you that all pending withdrawal requests dated has been successfully completed and there are currently no outstanding requests.

Kind regards,

Slotuna Casino Team

Dear Slotuna Casino representative,

thank you very much for the update. I am happy the issue seems to be resolved.

Dear aleksandr23,

can you please confirm whether you have received the money?

Dear aleksandr23,

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,
Martin
Casino.Guru