Slotuna Casino - El retiro del jugador se ha retrasado y se ha denegado el acceso a la cuenta.

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?

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.

In case they don't respond - how should I proceed? Because we're talking about a large amount.

Σε περίπτωση που δεν απαντήσουν - ασχοληθούν εγώ πως θα πρέπει να κινηθώ; Γιατί μιλάμε για μεγάλο ποσό.

Hello mitsosyio98,

I think we should remain optimistic for now, as the casino has no unresolved complaints in our database. I am trying to reach the casino through other channels as well.

If our resolution process is unsuccessful, you will then be able to file a complaint with the license provider - in this instance the Anjouan gambling authority.

Dear mitsosyio98,

We would kindly apologize for the delay in your verification process. Please be assured that we are working on your case and it will be reviewed as soon as possible.

We are deeply sorry for any inconvenience and delay and thank you for your patience and cooperation.

Kind regards,

Slotuna Casino Team

I would like to ask if we could communicate somehow, unfortunately they didn't help me in the live chat, they keep saying the same thing with no results.

Θα παρακαλούσα να μπορούμε να επικοινωνούμε κάπως, στο λαιβ τσατ δυστυχώς δεν με βοηθανε λένε συνέχεια τα ίδια με κανένα αποτέλεσμα.

Dear Casino Representative,

thank you for your response. I hope the matter will be resolved to everyone's satisfaction

Dear mitsosyio98,

just to clarify, have your documents been rejected again or has there been no reaction?

First of all, I would like to thank you for putting me in touch with the casino. I send the documents and they keep getting rejected. This has been happening for about two months now. I can't understand why they are being rejected, and for this reason I can't analyze it. I would like to ask for a solution to this issue because I have been waiting for a long time.

Καταρχάς να σας ευχαριστήσω που με φέρατε σε επικοινωνία με το καζίνο, στέλνω τα έγγραφα και απορρίπτονται συνέχεια γίνεται περίπου εδώ και δύο μήνες αυτό το πράγμα, που δεν μπορώ να καταλάβω τον λόγο που απορρίπτονται, και γι αυτό τον λόγο δεν μπορώ να κάνω αναλυψη, θα παρακαλούσα να βρεθεί μια λύση σε αυτό το θέμα γιατί πάει πολύς καιρός που περιμένω

Dear mitsosyio98,

We would kindly like to inform you to check your emails. We just send you an Email with the remaining documents we still need for the verification process. Please send us the missing documents in order to finalize your verification.

Thank you for your cooperation.

Kind regards,

Slotuna Casino Team

Dear mitsosyio98,

are you able to provide all of the requested documents? If you need any help with the process, please send me an email to martin.l@casino.guru.

I sent 3 files from January, February and March with all the movements,

the files are not processed and exactly as they request with the deposit inside so we are waiting for a response from slotuna,

It is from the National Bank (NBG) and exactly from the card where deposits and withdrawals have been made.

Έστειλα 3 αρχεία από Ιανουάριο Φεβρουάριο και Μάρτιο με όλες τις κινήσεις,

τα αρχεία δεν είναι επεξεργασμένα και ακριβώς έτσι όπως τα ζητάνε με την κατάθεση μέσα οπότε περιμένουμε απάντηση από την slotuna,

Είναι από την τράπεζα εθνική (NBG) και ακριβώς από την κάρτα που έχουν γίνει καταθέσεις - αναλυψεις.

Hello mitsosyio98,

thank you for your cooperation.

Dear casino representative,

please keep us updated on the process.

Now for some reason it says: verification required, please upload the documents requested below to verify your account.

without having any option to upload a file. What is happening?

Τωρα για κάποιο λόγο μου βγάζει : απαιτείται επαλήθευση, παρακαλούμε ανεβάστε τα έγγραφα που ζητούνται παρακάτω για να επαληθεύσετε το λογαριασμό σας.

χωρις να έχω κάποια επιλογή να μπορώ να ανεβάσω κάποιο αρχείο. Τι συμβαίνει;

Dear mitsosyio98,

We kindly apologize for the inconvenience. We are currently checking why you are not able to upload the documents.

In the meantime please try to clear your CC, user Chrome Browser and allow all cookies. That might help in order for you to upload the documents.

In case it is still not possible, we would kindly ask you to send all required documents per email to us : support@slotuna.com

Thank you in advance for your cooperation.

Kind regards,

Slotuna Casino Team

But that's not a problem, since I had already sent you the files and I'm waiting for a response on what's going on! So all that's left is for you to unblock the analyses so I can get my money, thank you.

Μα δεν είναι πρόβλημα αυτό, αφού σας τα είχα ήδη στείλει τα αρχεία και περιμένω απάντηση με το τι γίνεται! Οποτε το μόνο που μένει είναι να μου ξεμπλοκάρετε τις αναλυψεις να μπορώ να πάρω τα χρήματα μου, ευχαριστώ.

Dear parties,

thank you for your responses.

Dear casino representative,

have you received the documents?

Dear all,

We'd like to inform you that the requested documents have been received, the account is currently being reviewed, and you will receive an update as soon as possible.

Kind regards,

Roby Casino Team

Okay, we're waiting for an answer.

Ωραία, περιμένουμε απάντηση.

Dear mitsosyio98,

We are happy to inform you, that your account has been successfully verified.

Your pending withdrawal requests will be now finalized in the nearest time.

Thank you for your patience and cooperation.

Kind regards,

Slotuna Casino Team

Perfect, thank you very much for your understanding and for your time, I wish you a good day!

Τέλεια, σας ευχαριστώ πολύ για την κατανόηση σας και για τον χρόνο σας εύχομαι καλή σας ημέρα!

Dear parties,

thank you both for updating us on the matter.

Dear mitsosyio98,

please let us know when your withdrawal gets processed.

The first €500 has been received, I will keep you informed until everything is received, thank you very much!

Μπήκαν τα πρώτα 500€, θα σας έχω ενήμερους μέχρι να μπουν όλα, σας ευχαριστώ πολύ!

Hello mitsosyio98,

I am happy to hear things are moving in the right direction. I will leave this complaint open until everything is paid out.

Good evening, just for information, this post.

I'm waiting for the final resolution of the 500€ so you can close this post! I'll keep you posted, thanks!

Καλησπέρα σας, απλά για ενημέρωση αυτό το post.

Περιμένω τελευταία αναλυψη τον 500€ για να μπορέσετε να κλείσετε το post αυτό! Θα σας Εχω ενήμερους, ευχαριστώ!

Dear mitsosyio98,

We would kindly inform you, that no more open withdrawal requests are on your account, and the last request was successfully complete.

Thank you for your patience and cooperation.

Kind regards,

Slotuna Casino Team

Great, everything is fine, thank you both for your time!!!

Υπέροχα, όλα εντάξει σας ευχαριστώ και τους δύο για τον χρόνο σας!!!

Dear mitsosyio98,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Slotuna Casino for their response. 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, 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, 

Martin

Casino.Guru