Slotuna Casino - El retiro del jugador se retrasa.

I have a pending withdrawal of €372 since February 4th and it has not been processed.

Tengo una retirada de 372€ pendiente desde el día 4 de febrero y no la procesan.

Dear WillyFogBettor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, I made a withdrawal previously, after another complaint. It seems that only this mechanism works.

I have passed KYC and did not use any bonuses.

Thank you

Si, realicé un retiro previamente, tras otra queja. Parece que solo funciona este mecanismo.

He pasado KYC y no usé bonos.

Gracias

Now they have blocked my account.... according to them I have participated in fraud or illegal activity...

Ahora me han bloquedao la cuenta .... según ellos he participado en un fraude o actividad ilegal...

Thank you for your reply, WillyFogBettor. Could you please advise which games you focused on - slots, live casino, sports betting, etc.? Did the casino specify what they define as fraud? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I have only participated in sports betting. I have been asked to verify the account, and I have sent all the requested information. I am waiting for them to tell me that the account has been verified and I can withdraw. But currently, everything remains the same, the account is still blocked.

Solamente he participado en apuestas deportivas. Me han pedido verificar la cuenta, y he mandado toda la información solicitada. Estoy a la espera de que me indiquen que la cuenta ha sido verificada y poder retirar. Pero actualmente, todo sigue igual, la cuenta sigue bloqueada.

Please understand that if you only placed bets on sports betting and your account has been blocked and you were accused of fraudulent activity, we cannot assist further. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.