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I have won 41.000 euros at Slotuna with sport betting (world cup games and important tennis matches). At the beginning Slotuna started to send me withdrawals (1500 euros per day) then they suddenly closed my account, blocking all the possibilities. On June 25th they asked for KYC information which I sent them immediately (ID CARD, proof of address, my Neteller account info). It has been 10 days now without any answer from their end. I can hardly communicate with an AI agent and my designated VIP agent completly disappeared. I neither can play nor I get my money. I am afraid that thy will make something up to withhold my money. Please help me to get my account and my money back. Thank You very much in advance.

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 dancho1989,

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

But I can not even keep on betting. My account is inactive. That is not normal.

Good evening! I wish to confirm that my KYC is still going on… for 16 days now. I do not get answers from the casino’s end. Not a word…I would like to ask Your generous help wirh the case.

thank You in advance.

D

Dear dancho1989,

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 Dear Karla! I wish to confirm that my KYC is still going on… for 16 days now. I do not get answers from the casino’s end. Not a word…I would like to ask Your generous help wirh the case.

thank You in advance.

D

Dear dancho1989, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.

Karla

Dear dancho1989,

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