The player from Greece had requested three withdrawals of 500€ each since January 8th, but none had been processed due to significant delays. Despite not having violated any terms, the player received only automated responses and felt that the situation resembled a scam. The Complaints Team had extended the timer for the player to respond, but due to a lack of communication, the complaint was rejected.
Slotuna Casino - Player's withdrawals are delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Slotuna Casino
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8.3
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Case summary
Discussion
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8 months ago
Translation
Good evening. Since January 8th, I have requested three withdrawals of 500 each, and as of today, they still haven't been processed! In the chat, they respond with automated messages and provide no details other than saying there are significant delays. This situation is unprecedented, and I have played at foreign casinos before without ever experiencing anything like this. Please do something because this really seems like a scam. Lastly, let me inform you that I have not violated any terms.
Automatic translation:
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8 months ago
Dear george243333,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
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.
Best regards,
Kristina
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8 months ago
Translation
Good morning, no, these are the first withdrawals at this casino. They haven't asked for verification and I haven't received anything yet to send. I've also asked and they haven't asked for anything. I had received the deposit bonus which was fully wagered but still after that it continued and some funds were played so I don't think it's an issue with the bonus. In their chats they mention delays due to a large volume of transactions but one says it will be completed the next day and one says soon. Thank you very much
Automatic translation:
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8 months ago
Thank you for your reply, george243333. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
