The player from Spain is experiencing repeated rejection of his withdrawal requests despite having verified his account and met the wagering requirements. For over a month and a half, he has faced difficulties accessing his account and has received inadequate support from customer service.
Slotuna Casino - Player's withdrawal is delayed and account access is restricted.
Amount: €700
Slotuna Casino
Safety Index:HighSafety Index
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8.3
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Case summary
10 hours ago
Public
Public
1 week ago
Translation
I'm having trouble withdrawing my money. After wagering the required amount, I verified my account as requested, providing all the required documentation. I then withdrew my funds again, and they keep rejecting it. I've been trying to withdraw my money for over a month and a half, and I'm still waiting. They ask me to log into my account to verify, but they won't even let me into the casino, and they keep giving me the runaround via chat and email, making it impossible to withdraw my funds and exhausting my patience. They don't offer me any solution, and right now I can't even log into the casino to make the withdrawal, and I haven't received any response by email. That's why I'm filing this complaint against this casino.
Automatic translation:
Public
Public
1 week ago
Dear Pabloiglesias,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotuna Casino.
Please note that most of the screenshots you submitted are low quality and illegible.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- Do I understand correctly that the casino requested additional verification documents from you?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino support regarding your account closure and verification? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Casino Guru is examining the case
