HomeComplaintsSlotuna Casino - Player's withdrawal is delayed.

Slotuna Casino - Player's withdrawal is delayed.

Amount: €360

Slotuna Casino
Submitted: 30 Oct 2024 | Case closed : 25 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Spain faced difficulties with a withdrawal of 360 euros, as the casino refused to pay and had not provided any response. The Complaints Team kept the complaint open, allowing additional time for the casino to process the withdrawal. However, due to the player's lack of response to inquiries and messages, the investigation could not proceed, leading to the rejection of the complaint.

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Translation

The casino refuses to pay me a withdrawal of 360 euros, and I haven't received any response from them. Please help me.

Automatic translation:
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Dear geinersantillan337, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

  • Could you please advise when exactly you requested this withdrawal?
  • Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

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Translation

Hello, I am still having problems with my withdrawal and when I speak to the chat they always send the same copied texts that they are processing the withdrawal but there is no progress.

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It is the first time I play in this casino and I made the withdrawal 5 days ago but the withdrawal status has not progressed and I would like to know if it is possible and how I can send files and photos of what they answer me when I ask about my withdrawal. This seems like a joke.

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Translation

I send files of what they send me when I ask about my withdrawal and every day the same senseless answer and also the status of the withdrawal from 5 days ago

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Thank you for your reply, geinersantillan337. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

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Translation

Please could you help me to exclude myself completely from the casinos, it is ruining my life. I need to exclude myself globally from all types of casinos, please help me.

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Dear geinersantillan337,

Have you received your winnings?

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Dear geinersantillan337,

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.

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Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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