Slotuna Casino - El retiro del jugador se ha retrasado.

The casino isn't processing my withdrawal. They're delaying the payout and won't let me complete the KYC process, despite my repeated requests.

Das Casino bearbeitet meine Auszahlung nicht. Es verzögert die Auszahlung und lässt mich nicht den Kyc- Prozess durchführen, obwohl ich mehrmals darum gebeten habe.

Dear Viktor1989,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you submitted your withdrawal request?

Have you made any successful withdrawals from this casino before?

Did you accumulate your winnings with or without an active bonus?

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

I requested my first withdrawal on the 23rd, and one each day following. I haven't received a successful withdrawal yet, and I've also played without bonuses.

Ich habe am 23. die erste Auszahlung beantragt und in den darauf folgenden Tagen jeweils eine. Ich habe noch keine erfolgreiche Auszahlung vernehmen können und ich habe auch ohne Boni gespielt.

Thank you for your reply. Although I understand your concern, 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, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Five days have passed, and the KYC process hasn't even been requested. This is extremely dubious. I wouldn't be surprised if they canceled all withdrawals, asked for the KYC process, and waited another week. This is ridiculous.

Es sind nun fünf Tage vergangen und das KYC Verfahren wurde nicht einmal abgefragt. Es ist äußerst dubios. Ich würde mich nicht wundern, wenn sie alle Auszahlungen stornieren und nach dem KYC Verfahren fragen würden und wieder eine Woche abwarten. Das ist doch lächerlich.

Now my access has been blocked. I can no longer access the site.

Nun ist mir der Zugang gesperrt worden. Ich kann die Seite nicht mehr aufrufen.

I can visit the site again, but on day 8, no change. No response, nothing.

Ich kann die Seite wieder besuchen, Tag 8 keine Veränderung. Keine Reaktion, gar nichts.

Day 9, nothing not even the request to complete the KYC procedure

Tag 9 , nichts nicht einmal die Aufforderung das KYC Verfahren durchzuführen

Thank you for keeping me updated. As I mentioned in my initial response, we recommend waiting up to 14 days for your withdrawal request to be processed and paid out. If the casino cancels your request or if any other issues arise, please let me know immediately, and we will intervene. I appreciate your patience and cooperation.