Slotuna Casino - El jugador aún no ha recibido las ganancias.

On September 21, 2025, I requested a withdrawal of €1,201 from Slotuna Casino via bank transfer.

My account is fully verified. Despite repeated inquiries to customer support, the withdrawal has not yet been processed.

According to the casino's terms and conditions, withdrawals should be processed within 3 business days. Today is September 29, 2025, and I've been waiting for 8 days without success.

I request assistance from Casino Guru to process my withdrawal as quickly as possible.

Thank you!

Best regards

ich habe am 21.09.2025 im Slotuna Casino eine Auszahlung in Höhe von gesamt 1201€ über Bankübdrweisung beantragt.

Mein Konto ist vollständig verifiziert. Trotz mehrfacher Nachfrage beim Kundensupport wurde die Auszahlung bisher nicht bearbeitet.

Laut den Geschäftsbedingungen des Casinos sollte eine Auszahlung innerhalb von 3 Werktagen bearbeitet werden. Heute ist der 29.09.2025, und ich warte bereits seit 8 Tagen ohne Erfolg.

Ich bitte um Unterstützung von casino guru, damit meine Auszahlung so schnell wie möglich abgeschlossen wird.

Vielen Dank!

Mit freundlichen Grüßen

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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If anything seems suspicious, contact us directly.

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My account indicates that no verification is required. Nevertheless, I wanted to verify my account myself after seeing complaints.

In the chat, I was told to take a selfie with my ID—which I did. Afterward, I received a message saying that verification was only possible via the website and had to be uploaded there. However, the website doesn't request this.

Within just five minutes, I was told on the one hand that verification would be helpful for a quick payout, and shortly thereafter that it wasn't necessary. The excuse given the whole time was that only the finance department could process this, and the chat couldn't do anything.

This contradictory approach is extremely confusing and seems like a fraudulent excuse. I urgently request clear instructions and real assistance on how I can verify my account and receive payments.

Thank you in advance for your support.

Best regards

Mein Konto zeigt an, dass keine Verifizierung erforderlich ist. Trotzdem wollte ich mein Konto selbst verifizieren, nachdem ich Beschwerden gesehen habe.

Im Chat wurde mir gesagt, ein Selfie mit meinem Ausweis zu machen – das habe ich auch getan. Danach erhielt ich die Nachricht, dass die Verifizierung nur über die Website möglich sei und dort hochgeladen werden müsse. Auf der Website wird dies jedoch nicht angefragt.

Innerhalb von nur fünf Minuten wurde mir einerseits gesagt, dass eine Verifizierung für eine schnelle Auszahlung hilfreich sei, und kurz darauf, dass sie gar nicht erforderlich ist. Die ganze Zeit wird als Ausrede angeführt, dass nur die Finanzabteilung dies bearbeiten könne und der Chat nichts tun könne.

Dieses widersprüchliche Vorgehen ist extrem verwirrend und wirkt wie eine betrügerische Ausrede. Ich bitte dringend um klare Anweisungen und echte Hilfe, wie ich mein Konto verifizieren und Zahlungen erhalten kann.

Vielen Dank im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen

Today, another excuse. They say it depends on the bank. Even though that's not true in this case. Because the withdrawal hasn't been processed yet, and it hasn't even been approved by Slotuna.

Heute wieder eine andere Ausrede. Die sagen das es von der bank abhängig ist. Obwohl das hier gar nicht stimmt. Weil die Auszahlung bisher nicht bearbeitet und nicht mal genehmigt wurde von Slotuna.

They keep saying it will be processed shortly and no verification is required. But after 10 days, it still hasn't been processed.

They no longer respond to my emails.

Immer wieder sagen dass es in kurze bearbeitet wird und keine verifizieren erforderlich ist. Aber nach 10 Tagen immer noch nicht bearbeitet.

Auf meine Mails reagieren sie nicht mehr.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika