Slotuna Casino - プレイヤーの撤退が遅れています。

On July 27, I made a deposit of €100 and received a bonus of €150. After making some wins and wagering the required amount, I ended up winning €4,000.

I then proceeded to request three separate withdrawals of €500 each.

My withdrawal requests have been in "processing" status since July 28. It has now been 15 days, and the casino’s support team keeps telling me there is a delay due to the workload of the finance department and that the money will be credited soon. They have been giving me the same answer since the first week, saying my request is being "escalated," but I still have not received anything.

I am very disappointed with this situation and am starting to worry about my funds. I would like to understand why deposits are processed instantly, but withdrawals take so long to be reviewed.

Hello,

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 that 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?

Could you please send me a link or a screenshot of the bonus you activated and played with?

What types of games did you play?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

No, I have never made a withdrawal before. Also, they have not asked me to verify my account, because they told me it is not necessary. I am sending you a screenshot of the email about the bonus I received after I made a deposit. The games I played were only Pragmatic Play, Gates of Olympus Super Scatter, and others.

Thank you for your reply. Please forward me the communication between you and the casino customer support regarding the delay in processing your withdrawals at veronika.f@casino.guru, or post screenshots here.

its been 3 weeks now since the withdrawals and here is the communication with live support today.

They are saying the same words every time.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@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.

Hello konstantinos20,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Slotuna Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear all,

We would be happy to inform you that the withdrawals have been completed.

Thank you for your patience.

Kind Regards,

Slotuna Casino Team.

Hello konstantinos20,

Could you kindly confirm receipt of your withdrawals?

Best regards,

Attila G.

After almost a month of waiting, the funds were finally credited to my account. I would like to sincerely thank the Casino Guru team for their intervention and support in resolving my issue. The matter was successfully settled thanks to their assistance.

Unfortunately, my experience with Casino Slotuna was unpleasant, and I will not be playing there again. Many thanks once again to the Casino Guru team.

Dear konstantinos20,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila Gorkij

Casino.Guru