Slotuna Casino - El retiro del jugador se retrasa.

It's been 14 days already but the withdrawal I requested hasn't been processed, support only gives template responses like, don't worry, your withdrawal is being processed, but no one gives any information on when it will be completed. That's why I'm asking you for help.

Dear ivvanovvich,

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?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Yes, I had one conclusion.

I did not undergo KYC, since it was not required of me.

No, I played without bonuses.

I would like to add to the complaint. After I posted a complaint here, I was sent a KYC. After passing the KYC, my account was frozen. And I have no more information.

Dear ivvanovvich, have you received any updates from the casino about the account review?

Has the purpose of the review been specified by the casino?

Have you received the funds?

Hello Dominika!

I received an email that my account did not pass verification and will be closed forever with confiscation of winnings.

Dear ivvanovvich, could you please share the communication with the casino?

Has the casino provided a reason for this decision?

Dear ivvanovvich, has the casino indicated which point of the 9.1 in the terms and conditions you violated?

No! This is all the information I have, there were no more explanations.

Thank you very much, ivvanovvich, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear ivvanovvich,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Slotuna Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.

Thank you for your understanding and patience!

Best Regards,

Kubo

Hello Kubo, No further information has been received.

Dear ivvanovvich,

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases where funds are recalled/disputed;

- using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

- permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Based on the above the account did not pass verification, the pending withdrawal was canceled, and the funds were deducted. We hope this helps clarify the matter for you.

Best regards,

Slotuna Casino Team

Nothing is clear from the above text. Can you indicate the reason for the violation?

Or do you have rules like this: if I want to, I’ll block an account because I want to.

Dear Ivvanovvich

As you can see in the screenshot the IP is form Poland and the address is from Germany (and here in casino guru the post from Ukraine) - it is only one of the reasons.

We can't list them all here.

Best regards,

Slotuna Casino Team

At the moment I am in Ukraine. When I played I was in Germany for work. I don't understand what's wrong with that.

Dear ivvanovvich,

Just wanted to check - have you been using a VPN while accessing the casino?

When I was in Germany, I almost always had my VPN turned on. Because I didn't have access to some resources related to my work.

Dear ivvanovvich,

Could you please provide me with the documents you submitted to the casino for identity verification? Kindly send them to my email at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

Please be informed that we have sent you an additional email with the evidence pertaining to the case.

Please let us know if you have any additional questions.

Best regards,

Slotuna team

Dear ivvanovvich,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.