Slotuna Casino - 플레이어의 출금이 검증 문제로 인해 지연되고 있습니다.

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

Después de ser limitado muy rápidamente, pude hacer un retiro, porque solo dejan un máximo de 500 € por retiro.

Después de conseguir el primer retiro correctamente, el segundo y el tercero no llegaron, he estado esperando más de un mes y medio. Me he puesto en contacto varias veces por chat y la tercera vez que me puse en contacto me dijeron que tengo que verificar de nuevo. Vuelvo a enviar mi verificación (DNI, video selfie, factura, etc) y me dicen que tengo que verificar el comprobante de domicilio por tercera vez sin darme una razón, cuando ya he enviado las facturas.

Vuelvo a contactar por chat y me dicen que no tienen más información y que me informarán por correo electrónico. Nunca envían correos electrónicos ni los responden. He enviado otra factura distinta porque me han dicho que no podia enviar una factura telefónica pese a que literalmente dentro de los documentos permitidos pone "factura telefonica". Aun asi envio una factura de luz y me la vuelven a rechazar, sin motivo, sin dar explicaciones, y ahi tienen mi dinero retenido y sin pagarme.

Son unos estafadores

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

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.

¿Cuándo exactamente enviaste tu segunda y tercera solicitud de retiro?

8 de febrero la segunda, y 24 de febrero la tercera

¿Puede especificar qué documentos fueron aceptados durante el proceso de verificación?

dni, selfie con video

¿Qué razones específicas alegó el casino para rechazar su comprobante de domicilio?

El primero dicen que es porque es una factura de teléfono y no es válida, cuando en sus documentos aceptados claramente pone que sí aceptan facturas de telefono.

La factura de electricidad la han rechazado dos veces y no me dan ningun motivo

¿Se ha asegurado de que la factura de servicios públicos se haya emitido en los últimos 3 meses? ¿La dirección de su factura de servicios públicos coincide con la de su perfil del casino?

Sí, es la ultima factura, y coincide la direccion hasta la ultima letra.

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.

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.

Voy a recopilar la información y es la envío por el mail que me has dado.

Del casino solo tengo un mail diciendo que me contestarán en 72h maximo, y de eso hace ya mas de una semana.

La ultima factura que me echaron para atrás es de esta semana.

He probado 3 o 4 distintas y me las rechazan sin motivo, con el objetivo de no pagarme.

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.

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.