Slotuna Casino - 플레이어의 출금이 지연되고 계정 접근이 제한됩니다.

I'm having trouble withdrawing my money. After wagering the required amount, I verified my account as requested, providing all the required documentation. I then withdrew my funds again, and they keep rejecting it. I've been trying to withdraw my money for over a month and a half, and I'm still waiting. They ask me to log into my account to verify, but they won't even let me into the casino, and they keep giving me the runaround via chat and email, making it impossible to withdraw my funds and exhausting my patience. They don't offer me any solution, and right now I can't even log into the casino to make the withdrawal, and I haven't received any response by email. That's why I'm filing this complaint against this casino.

Estoy teniendo problemas para retirar mi dinero. Después de haber apostado todo la cantidad de dinero requerido. Verifique mi cuenta tal y como me pedían, proporcionando toda la documentación solicitada, volví a realizar un retiro de mis fondos y siguen rechazándolo. Llevo mas de un mes y medio intentar retirar mi dinero y sigo a la espera. Me pide que entre a mi cuenta para verificar pero ni me deja entrar al casino y no hacen mas que darme largas por el chat y por el correo electrónico. imposibilitando poder retirar mis fondos y acabar con mi paciencia. No me dan ninguna solución y ahora mismo ni puedo entrar al casino para realzar la retirada y por correo no recibo respuesta alguna. Es por ello por lo que presento esta queja contra este casino.

Dear Pabloiglesias,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotuna Casino.

Please note that most of the screenshots you submitted are low quality and illegible.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Do I understand correctly that the casino requested additional verification documents from you?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino support regarding your account closure and verification? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good afternoon

I'm answering all your questions:

-My account was closed around February 4, 2025, which is when I requested my first withdrawal and registered on January 25, 2025. My request was rejected on April 10, two months later.

-Because he wouldn't let me bet my money.

-That's correct, and I'll detail it in the screenshot. I was asked for additional documentation to verify my account, and I provided it without receiving a response.

-Sports betting and live games like roulette.

-Negative, when I registered I didn't use the bonus.

-I'm attaching screenshots to your email in which I communicate with the casino.

Thank you very much for your help.

Receive a cordial greeting

Pablo *****

Buenas tardes

Le voy respondiendo a todas sus preguntas:

-Me cerraron la cuenta sobre el 4 de febrero de 2025 que es cuando solicite mi primera petición de retiro de fondos y me registre el 25 de enero de 2025. Me rechazaron la petición el 10 de abril, 2 meses mas tarde.

-Debido a que no me permitía apostar mi dinero.

-Es correcto y se lo detallare en la captura, me solicito documentación adicional para verificar mi cuenta y se los proporcione sin obtener respuesta.

-Apuestas deportivas y juegos en vivo como la ruleta.

-Negativo, al registrarme no use bono.

-Le adjunto pantallazos a su correo electr´´onico comunicándome con el casino.

Muchas gracias por su ayuda.

Reciba un cordial saludo

Pablo *****

Thank you very much, Pabloiglesias, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Pabloiglesias,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Slotuna Casino to join the conversation.

Dear Slotuna Casino,

Could you kindly clarify why the player's account is still locked and their withdrawal hasn't been processed, even after they submitted the necessary KYC documents? If there are specific details related to this case that cannot be disclosed publicly, I kindly request that you send them to me at michal.k@casino.guru.

Dear Pabloiglesias,

We would kindly request to provide us the requested Crypto ownership and Proof of deposits as soon as possible in order to complete your account verification and proceed with the payment.

Thank you in advance!

Kind Regards

Slotuna Casino Team

Good night

Below, I am sending you the requested documents and proof of e-wallet so you can make the manual withdrawal to my wallet.

I don't remember the date and amount of the initial deposit, and I'm also unable to access my account to find out the exact amount. We apologize for any inconvenience.

Buenas noches 

A continuación, les remito los documentos solicitados y prueba de e-wallet para que puedan realizar el retiro manuales a mi billetera.

La fecha y el importe del depósito iniciales no recuerdo la cantidad y además tampoco se me permite entrar a mi cuenta para saber la cuantía exacta. Disculpen las molestias ocasionadas.

Dear Pabloiglesias,

We would kindly request to upload on the website the required Crypto ownership and Proof of deposits in order for the relevant department to complete your account verification.

Please provide us a screenshot of the issue you encounter when trying to log in so as to resolve it.

Thank you for your cooperation!

Kind Regards

Slotuna Casino Team

Good night,

I have sent you all the requested documentation in the email you sent me earlier. However, I will leave it attached here. It would be nice if you could at least tell me the exact date and amount of the deposit, since I can't access my Slotuna account due to a restriction, so I can't remember that information exactly. That's why I'm sending you the approximate dates of the transactions from my Trustwallet wallet. I hope this is sufficient and we can resolve this case in the best possible way.

A cordial greeting

Paul I**** G****

Buenas noches,

Les he remitido toda la documentación solicitada en el correo electrónico que me han enviado anteriormente. No obstante se lo dejare por aquí adjunto. Estaría bien que al menos me pudieran indicar la fecha exacta y la cuantía en la que realice el deposito ya que al no poder acceder a mi cuenta de Slotuna porque me han limitado no puedo recordar con exactitud esa información, por eso les envió las fechas aproximadas de las transacciones de mi billetera de Trustwallet. Es`pero que con esto sea suficiente y poder solucionar este caso de la mejor manera posible.

Un cordial saludo

Pablo I**** G****

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Pabloiglesias,

We would kindly request to provide a reply to the email received.

Thank you for your cooperation!

Kind Regards

Slotuna Casino Team

Good morning

I just sent it to you. If you check your emails, you'll see that I've already sent you this documentation. The problem is that since I can't access my Slotuna account, I can't know the exact amount or date. I also traded at crypto casinos and have more transactions. That's why I've attached all my transactions from January 25, 2025, the date I registered, until February 4, 2025, when they limited me and I requested a withdrawal. I hope this is sufficient. I've been unable to access my Slotuna account since February 4th, and I still haven't received my funds.

Buenos dias

Se lo acabo de remitir. Si revisan los correos electrónicos podrán comprobar que anteriormente ya les envié esta documentación. El problema viene que al no poder acceder a mi cuenta de slotuna no puedo saber con exactitud el importe y la fecha exacta, además que operó en las crypto casinos y tengo más operaciones. Por eso les he adjuntado todas mis operaciones en el periodo comprendido desde el 25/01/2025 ,fecha en la que me registró y hasta el día 04/02/2025 que es cuando ya me limitan y solicito el retiro. Espero que con esto sea suficiente. Desde el 4 de febrero hasta la fecha de hoy y sigo sin recibir mis fondos..

Dear Pabloiglesias,

We are pleased to inform you that your account has been successfully completed.

Thank you for your cooperation!

Kind Regards

Slotuna Casino Team

Thank you for the positive update, Slotuna Casino Team.

Dear Pabloiglesias,

As per the casino team's response, the verification has been successfully completed. I am confident that the withdrawal will be handled promptly and without any issues. Kindly inform me once you have received your winnings so I can proceed to close this case as resolved.