The player from Spain has been waiting over six weeks for his withdrawals, having successfully completed the first but encountering issues with the subsequent ones. He is repeatedly asked to verify his address with different documents despite providing valid invoices, and has received no proper communication regarding the status of his funds.
Slotuna Casino - Player's withdrawals are delayed due to verification issues.
Amount: €928
Slotuna Casino
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Opened
Current status
Waiting for casino to reply
3d 21h 19m 41s
Case summary
7 hours ago
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4 weeks ago
Translation
After being limited very quickly, I was able to make a withdrawal, because they only allow a maximum of €500 per withdrawal.
After successfully completing the first withdrawal, the second and third haven't arrived. I've been waiting for over a month and a half. I've contacted them several times via chat, and the third time I contacted them, they told me I need to verify again. I resubmit my verification (ID, selfie video, invoice, etc.), and they tell me I need to verify proof of address for the third time, without giving me a reason, even though I've already sent the invoices.
I contacted them again via chat, and they told me they had no further information and would inform me via email. They never sent emails or responded to them. I sent another invoice because they told me I couldn't send a phone bill, even though it literally says "phone bill" among the permitted documents. I sent an electricity bill, and they rejected it again, without reason, without explanation, and my money is still being held and unpaid.
They are scammers
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4 weeks ago
Dear migbt22,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. Your situation seems quite frustrating, and I would like to gather more details to better understand the issue and help resolve it.
Could you please provide answers to the following questions?
- When exactly did you submit your second and third withdrawal requests?
- Can you specify which documents were accepted during the verification process?
- What specific reasons did the casino provide for rejecting your proof of address? Have you made sure that the utility bill was issued within the last 3 months? Does the address on your utility bill match the one in your casino profile?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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4 weeks ago
Translation
When exactly did you submit your second and third withdrawal requests?
February 8th the second, and February 24th the third
Can you specify which documents were accepted during the verification process?
ID, selfie with video
What specific reasons did the casino give for rejecting your proof of address?
The first is that they say it's because it's a phone bill and it's not valid, when their accepted documents clearly state that they do accept phone bills.
The electricity bill has been rejected twice and I am not given any reason.
Have you made sure your utility bill was issued within the last 3 months? Does the address on your utility bill match the one on your casino profile?
Yes, it's the last invoice, and the address matches down to the last letter.
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3 weeks ago
Please forward me the documents you submitted to the casino for verification that were rejected. Kindly include the emails you received from the casino regarding your verification and withdrawal request as well. You can send them to veronika.f@casino.guru. Thank you for your patience and cooperation.
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2 weeks ago
Translation
I'm going to compile the information and send it to the email you gave me.
I only received an email from the casino saying they would reply within 72 hours at the most, and that was over a week ago.
The last bill they rejected was from this week.
I've tried 3 or 4 different ones and they reject them without reason, with the aim of not paying me.
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1 week ago
Thank you very much, migbt22, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 week ago
Dear migbt22,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Slotuna Casino representative to join this conversation.
Dear Slotuna Casino, could you please provide more information about this case?
Looking forward to your reply.
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1 week ago
Dear migbt22,
We would kindly request to upload the missing document (clarification regarding DOB mismatch) in order to complete your account verification and subsequently, your payment.
Thank you in advance.
Kind Regards,
Slotuna Casino Team
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6 days ago
Translation
Hi, I'm trying to upload said document, but it won't let me. It only lets me send my ID or identity card with a photo again, which has already been fully confirmed and verified. How can I send you the explanation you're asking for?
since through your verification section it does not let me
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6 days ago
i already sent you an email with the explanation to all of this to support@slotuna.com
please proceed the verification so i finally can withdraw and have my funds after several months blocked!
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3 days ago
Dear migbt22,
thank you for your messages.
Dear Slotuna Casino,
have you received migbt22's email with the requested documents? Is there anything else you might need?
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3 days ago
Translation
I've already sent everything, both by email and double-checked. The website says "pending review." I hope they review it now and finally allow me to withdraw.
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11 hours ago
they are scammers.
i sent them days ago AGAIN the ID verification, and when i enter to the website we have returned back to the point in which they are asking same explanations for birth date which i already gave them weeks ago!!!!!
this is the nonstop circle who never ends! i attach you the screenshot i just made
they are scamming me!!!!! please can you do actually something??
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7 hours ago
Dear migbt22,
Thank you for your messages. I understand this process may be frustrating and seem repetitive. I recommend remaining patient and providing the requested documents as soon as possible, even if you have already submitted them.
The timer is now active for Casino; we await their response.
Slotuna Casino has 3d 21h 19m 41s to reply
