Slotuna Casino - Los retiros de los jugadores se retrasan debido a problemas de verificación.

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.

Dear migbt22,

We would kindly request to upload the missing document (clarification regarding DOB mismatch) in order to complete your account verification and subsequently, your payment.

Thank you in advance.

Kind Regards,

Slotuna Casino Team

Hi, I'm trying to upload said document, but it won't let me. It only lets me send my ID or identity card with a photo again, which has already been fully confirmed and verified. How can I send you the explanation you're asking for?

since through your verification section it does not let me

hola, estoy intentar cargar dicho documento pero no me deja, solo me deja mandar con foto de nuevo mi ID o carnet de identidad , identidad que ya está más que confirmada y verificada. Como os puedo mandar la explicación que me estáis pidiendo?

ya que a través de vuestro apartado de verificacion no me deja

i already sent you an email with the explanation to all of this to support@slotuna.com

please proceed the verification so i finally can withdraw and have my funds after several months blocked!

Dear migbt22,

thank you for your messages.

Dear Slotuna Casino,

have you received migbt22's email with the requested documents? Is there anything else you might need?

I've already sent everything, both by email and double-checked. The website says "pending review." I hope they review it now and finally allow me to withdraw.

ya he enviado todo tanto por email, como volvi a verificar todo. en la web me pone "pendiente de revisión". a ver si lo revisan ya y me permiten retirar por fin

they are scammers.

i sent them days ago AGAIN the ID verification, and when i enter to the website we have returned back to the point in which they are asking same explanations for birth date which i already gave them weeks ago!!!!!

this is the nonstop circle who never ends! i attach you the screenshot i just made

they are scamming me!!!!! please can you do actually something??

Dear migbt22,

Thank you for your messages. I understand this process may be frustrating and seem repetitive. I recommend remaining patient and providing the requested documents as soon as possible, even if you have already submitted them.

The timer is now active for Casino; we await their response.

My other pending withdrawal just got canceled. It's unbelievable!

Me acaban de cancelar el otro retiro que tenía pendiente. Es increíble!!!!!!

Dear migbt22,

We would like to confirm that we received the document provided via email.

We would kindly request that you remain patient as we endeavour to complete the verification as soon as possible.

Thank you in advance!

Kind Regards,

Slotuna Casino Team

How will you notify me when I can withdraw?

Why did you cancel my pending withdrawal?

Why do I get prompted in the verification section to upload the reason for the error in my date of birth again? Also, I can't upload it from there because when I do, it only lets me verify my identity with a photo from my passport or ID card, and it doesn't let me attach any files either. Anyway, it's sending the same thing again that I've already sent 3 times, 3 times!

You have been withholding almost €1,000 from me for months.

it's incredible

como me vais a notificar cuando podré retirar?

por qué me cancelasteis el retiro que estaba pendiente??

por qué me sale en el apartado de verificación que suba otra vez la justificación del error en la fecha de nacimiento? además que no se puede subir desde ahí porque al darle solo deja verificar identidad con foto en directo al pasaporte o DNI, y no deja adjuntar ningún archivo tampoco. de todas formas es enviar otra vez lo mismo que ya he enviado 3 veces, 3 veces!!

me teneis casi 1000€ retenidos desde hace meses.

es increible

Dear migbt22,

We would kindly request to check and provide us the document requested today so that the relevant department be able to complete your account verification.

Thank you for your cooperation!

Kind Regards,

Slotuna Casino Team

But you don't read!!??? You don't know how to read???? Who works there in customer service????

It doesn't let you upload any documents from the verification section! It only lets you take a photo of your ID! It doesn't let you upload files, and I already sent you the explanation for the error in the date of birth to your email a while ago, and you already accepted it!

When you click the button, it only lets you select the personal document type and activate the camera to take a live photo; it doesn't let you upload files!

Let's see if you understand this once and for all!!!!

Pero vosotros no leéis!!??? No sabéis leer???? Quién trabaja ahí en el servicio al cliente????

Que no deja subir ningún documento desde el apartado de verificación!!!!!! Que solo deja hacer una foto del DNI!!!!! Que no deja subir archivos, y que lo de la explicación del fallo en la fecha de nacimiento ya os lo envié hace bastante tiempo a vuestro email, y ya me lo aceptasteis!!!!!

Cuando le das al botón, sólo deja seleccionar el tipo de documento personal y activar la cámara para hacer una foto en directo, no deja subir archivos!!!!

A ver si os enteráis de una vez ya!!!!

estoy harto y agotado de la incompetencia de slotuna, es increible lo mal que funcionan, la manera de hacer las cosas y robarle a los clientes, no solo el dinero, sino la paciencia.

despues de semanas esperando me contestan esta basura de email sin sentido ninguno

Dear Marc,

Thank you for contacting our Customer Support team. 

Also thank you for providing the information. We know that having your information up to date and correct is very important.

Please note that the changes will be made when your account requires verification. We appreciate your patience during this process, and we're here to assist you with any further questions or concerns.

If you have additional questions, please feel free to contact us via email support@Slotuna.com or via Live Chat.

Yours sincerely, 

Customer Service

es una autentica basura

1. You ask me for identity verification. OK. I send it

2. You ask me to clarify the error in the date of birth in the registry. OK, I SEND IT BY EMAIL (18-19 March), you answer me that everything is ok

3. You ask me for identity verification AGAIN. OK. I'll send it again, everything ok

and suddenly I find myself again in the verification section that I have to resend AGAIN the clarification of the date of birth when I have already sent it!!!!! This is fucking crazy!!! how is possible you work thaaaat bad???

Moreover, eventhough i would want to send the same information again, it is not possible to send that information through the verification section of the website because clicking there only opens the camera to take a picture of the ID or passport, and it does not allow uploading any type of document or anything else! This is a vicious cycle, a never-ending story!

Dear migbt22,

thank you for your messages.

I understand your frustration. However, I must respectfully request that you refrain from using profane or vulgar language.

Regarding the document submission, have you attempted to upload the documents via email to the casino?

Dear Slotuna Casino,

Could you please provide clarification on the document upload procedure for migbt22?

Last night I sent the document explaining the error in the date of birth again, in PDF format as an email attachment.

Ayer por la noche volví a enviar el documento de la explicación del error en la fecha de nacimiento, en PDF como archivo adjunto por correo electrónico

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 migbt22,

According to the information provided by the relevant department, you have recently been contacted by email for additional documentation necessary to complete the verification of your account.

Should you have any further queries, please do not hesitate to contact us.

Kind regards,

Slotuna Casino Team

I sent it 5 days ago, and you guys don't understand a thing. Seriously, this is the worst customer service I've ever seen.

You order things in triplicate, you order them by a means that can't be shipped, then I send them weeks ago and you still don't know.

It's incredible how badly, badly, badly things can get. Truly, it's LAMENTABLE.

La envié hace 5 días, y no os enter´´ais absolutamente de nada. En serio, es el peor servicio al cliente que he visto en mi vida.

Pedis las cosas triplicadas, las pedis por un medio que no se puede enviar, luego las envío hace semanas y no os enteráis todavía.

Es increible lo mal mal mal mal que podeis llegar a funcionar. De verdad, es LAMENTABLE lo vuestro

Dear Slotuna Casino,

thank you for your message.

Dear migbt22,

thank you for the update.

I recommend adhering to the casino's most recent instructions and submitting the requested documents as outlined in their last email. Kindly inform us of your progress.

I sent them the documentation for the third time a few days ago, and after that email, I received another email from them asking me to send them the documentation I had already sent them.

I sent it to him again for the fourth time this morning.

It's incredible

Les envié la documentación por tercera vez hace días, y posteriormente a ese mail me volvió a llegar a otro correo de ellos que le enviara la documentación que ya les había enviado.

Se la volví a enviar por cuarta vez esta mañana

Es increíble

Dear migbt22,

thank you for the update and for your patience.

Dear Slotuna Casino,

Have you received the requested documents? I would appreciate an update regarding the status of the migbt22 funds.

Dear all,

We are pleased to inform you that the player's account verification has been successfully completed.

Thank you for your cooperation.

Kind regards,

Slotuna Casino Team

I have already requested the remaining total in two withdrawals that I had left, of 900 and something euros.

Now let's see how long it takes

ya he solicitado el total restante en dos retiradas que me quedaba, de 900 y algo de euros.

ahora a ver cuánto tardan

Dear migbt22,

thank you for your message.

We await confirmation of receipt of your funds. Kindly provide an update at your earliest convenience.

They haven't paid anything yet and I requested the withdrawals over a week ago.

Can you put pressure on them please?

todavia no han pagado nada y solicité los retiros hace más de una semana.

les podeis meter presión por favor?

Dear migbt22,

thank you for your message.

Any update regarding your withdrawal, please?

Dear Slotuna Casino,

have you processed migbt22 withdrawal request, please?

Dear migbt22,

We are happy to confirm that your withdrawal requests have been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

If you have any additional questions don't hesitate to contact us.

Best regards,

Slotuna Casino Team

Finally! After months! Received

por fin! despues de meses! recibidos

Dear migbt22,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru