The player from Greece successfully met the wagering requirements and tried to withdraw 1000 euros from Slotuna Casino. The casino requested verification documents, which kept getting rejected. We advised the player to provide a complete bank statement in PDF format showing both income and expenses. The verification was completed, and the withdrawal was processed successfully.
Slotuna Casino - Player’s withdrawal verification has been delayed.
Amount: €1,000
Slotuna Casino
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Good evening,
Last week, I made a deposit at Slotuna Casino. Specifically, I deposited 50 euros with a 100% bonus. I met the wagering requirements and managed to withdraw 1000 euros. After two days, they requested verification. There were five different documents I needed to provide to proceed with the withdrawal. I've submitted four, but for the last one, something seems to be wrong, and I'm not sure what exactly they need. I've sent four different PDF files from the bank, all of which have been rejected.
In the live chat, I sent a screenshot of the document, and they confirmed it was correct; they just needed it in PDF format. I complied, yet it was still rejected. Could I get some assistance? Thank you very much.
Automatic translation:
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4 months ago
Dear thanostzi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- From the screenshot, it seems the casino needs a bank statement on which source of the funds is included.
- Does the list of transactions you submitted include debit and credit (+ and -) transactions related to your bank account?
- Could you please share your communication with the casino? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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4 months ago
Dear thanostzi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- From the screenshot, it seems the casino needs a bank statement on which source of the funds is included.
- Does the list of transactions you submitted include debit and credit (+ and -) transactions related to your bank account?
- Could you please share your communication with the casino? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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4 months ago
Translation
this is the last account verification document. I have sent it many times and they cancel it in PDF format. In their chat, they told me that it is correct, they just want me to send it in PDF format.. so I did.. they keep not clarifying and not accepting the file... there are other account transactions in the photo, I just sent a part of it
Edited
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4 months ago
Thanks for your reply and email.
On the screenshots you sent to me on the sample list of transactions, I can see only your expenses, with no apparent income among the transactions.
Did the files contain a list of transactions that were also credited to your bank account (for example your income)?
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4 months ago
Translation
Good evening, and thanks for your reply.
The document I have sent in PDF, shows the account movements of the last 3 months, about 160 account movements. (both income and expenses)
In the photo, only the first 10 are shown, because you asked me for a Screenshot.
I have sent it since yesterday, and they are still processing it.
I should note that the same document was sent to me by my Bank, since I contacted them to look for the specific PDF document.
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4 months ago
Translation
Thank you very much.
The verification was done, after some time.
The withdrawal will be completed soon!
Thank you 🫵🤜🤛🫶
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4 months ago
Dear thanostzi, Thank you very much for the update. We will keep this complaint open until you confirm your cashout has been successful. Please keep me informed about any further developments.
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4 months ago
Dear thanostzi,
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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4 months ago
Translation
Redemption was successful. Thank you very much.
Automatic translation:
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4 months ago
Dear thanostzi,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
