Slotuna Casino - プレイヤーの引き出しが遅れており、アカウントへのアクセスが拒否されています。

Hello, i've been waiting for so long for my withdrawl, i've made 3 x 500euro requests i only recieved one then they asked me for verification i sent what they wanted. today i tried to login and it says RBAC access denied for some reason??

also i've already done before withdraws deposits etc.

i dont know what is going on

Dear mitsosyio98,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing with your withdrawals and access to your account.

To better understand your situation and be able to proceed with your case, I would like to kindly ask you for a few additional details:

1. Could you please confirm when you registered your account with the casino?
2. When exactly did you request the three €500 withdrawals, and when did you receive the first one?
3. Could you clarify when the casino requested your verification documents and when you submitted them? Have you received any confirmation from the casino that your verification was successfully completed?
4. Do you have any idea why you might be receiving the "RBAC access denied" message? Did the casino provide you with any explanation regarding this?
5. Could you please forward any relevant communication you had with the casino (emails, chat transcripts, or payment confirmations) to petronela.k@casino.guru?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email address provided in your complaint post.

Stay cautious and contact us directly if you have any doubts.

i actually succesfully joined to the site after this error,

so the problem is that they dont verify me for some reason i've seen that a lot from reviews it looks supsucious

im sending the transaction history as they say and every time they reject

and im sending the right one because i've talked with bank support.

looks weird

Hi mitsosyio98,

Thank you for the update, and I’m glad to hear you were able to log into your account again.

I understand how frustrating this situation must be, especially after submitting the requested documents multiple times without success. In order to better understand what might be happening, could you please help clarify a few things:

• When exactly did you request the three €500 withdrawals, and on what date did you receive the first one?
• When did the casino request your verification documents, and when did you submit them? Have they provided any reason for rejecting your documents?
• Could you also confirm if you’ve received any email or message explaining why the documents were rejected?
• You mentioned you're sending the "transaction history" — could you please clarify what exactly you’ve sent? Was it a bank statement or a screenshot from your banking app? And did it show the specific deposit(s) you made to the casino?

If possible, please forward the exact documents you submitted (and any replies from the casino) to petronela.k@casino.guru, so we can review everything in detail and determine how best to assist you.

Thank you for your cooperation.

When exactly did you request the three withdrawals of €500 and what date did you receive the first one: 28/02/2025

When did the casino request the verification documents and when did you submit them? Have they provided a reason for rejecting your documents: about 2 weeks later.

You could also confirm if you have received any email or message explaining why the documents were rejected: I have tried to speak with them by email but they did not respond.

You mentioned sending "transaction history" — could you please clarify what exactly you sent? Was it a bank statement or a screenshot from your banking app? And did it show the specific deposit(s) you made to the casino: I send exact pdf downloads directly from the bank with transaction history but they keep on deleting it.

Πότε ακριβώς ζητήσατε τις τρεις αναλήψεις των 500€ και ποια ημερομηνία λάβατε την πρώτη: 28/02/2025

Πότε ζήτησε το καζίνο τα έγγραφα επαλήθευσης και πότε τα υποβάλατε; Έχουν παράσχει κάποιον λόγο για την απόρριψη των εγγράφων σας: περιπου 2 εβδομαδες μετα.

Θα μπορούσατε επίσης να επιβεβαιώσετε εάν έχετε λάβει κάποιο email ή μήνυμα που εξηγεί γιατί απορρίφθηκαν τα έγγραφα: εχω προσπαθησει να μιλησω μαζι τους με email αλλα δεν απαντανε.

Αναφέρατε ότι στέλνετε το "ιστορικό συναλλαγών" — θα μπορούσατε παρακαλώ να διευκρινίσετε τι ακριβώς στείλατε; Ήταν μια κίνηση τραπεζικού λογαριασμού ή ένα στιγμιότυπο οθόνης από την τραπεζική σας εφαρμογή; Και έδειχνε τη συγκεκριμένη κατάθεση(ες) που κάνατε στο καζίνο: στελνω ακριβως κατεβασμενα pdf απευθειας απο την τραπεζα με transaction history αλλλα συνεχιζουν και το απορυπτουν.

Thank you very much, mitsosyio98, for providing all the necessary information. I will now transfer your complaint to my colleague, Martin (martin.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello mitsosyio98,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would like to invite the Slotuna Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? What is the issue with the documents mitsosyio98 provided? Alternatively, can you give us some guidance on how to proceed?