Slotuna Casino - La verificación de retiro del jugador se ha retrasado.

Good evening,

Last week, I made a deposit at Slotuna Casino. Specifically, I deposited 50 euros with a 100% bonus. I met the wagering requirements and managed to withdraw 1000 euros. After two days, they requested verification. There were five different documents I needed to provide to proceed with the withdrawal. I've submitted four, but for the last one, something seems to be wrong, and I'm not sure what exactly they need. I've sent four different PDF files from the bank, all of which have been rejected.

In the live chat, I sent a screenshot of the document, and they confirmed it was correct; they just needed it in PDF format. I complied, yet it was still rejected. Could I get some assistance? Thank you very much.

καλησπέρα.

την προηγούμενη εβδομάδα, έκανα μια κατάθεση στο casino Slotuna..συγκεκριμένα , έβαλα 50 ευρώ, με Bonus 100%..τζίραρα τα απαιτούμενα χρήματα, και κατάφερα να κάνω ανάληψη το ποσό των 1000 ευρώ. Έπειτα, μετά από 2 ημέρες, μου ζητήθηκε ταυτοποίηση ..ήταν 5 διαφορετικά documents να εισπράξω, ώστε να προχωρήσει η ανάληψη. μου έχει μείνει ένα τελευταίο, δεν γνωρίζω τι πάει λάθος ή τι ζητάνε συγκεκριμένα. έχω στείλει 4 διαφορετικά αρχεία pdf από την τράπεζα και μου τα έχουν απορρίψει...στο live chat που μίλησα, έστειλα το αρχείο σε screenshot και μου είπαν ότι είναι σωστό , απλά θα έπρεπε να το στείλω σε αρχείο pdf ..έτσι και έκανα! και πάλι μου το ακύρωσαν. Θα μπορούσα να έχω μια βοήθεια? Ευχαριστώ πολύ.

Dear thanostzi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• From the screenshot, it seems the casino needs a bank statement on which source of the funds is included.
• Does the list of transactions you submitted include debit and credit (+ and -) transactions related to your bank account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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 in advance for your reply.

Best regards,

Tomas

Dear thanostzi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• From the screenshot, it seems the casino needs a bank statement on which source of the funds is included.
• Does the list of transactions you submitted include debit and credit (+ and -) transactions related to your bank account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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 in advance for your reply.

Best regards,

Tomas

this is the last account verification document. I have sent it many times and they cancel it in PDF format. In their chat, they told me that it is correct, they just want me to send it in PDF format.. so I did.. they keep not clarifying and not accepting the file... there are other account transactions in the photo, I just sent a part of it

αυτό είναι το τελευταίο έγγραφο επαλήθευσης λογαριασμού. το έχω στείλει πολλές φορές και μου το ακυρώνουν σε μορφή PDF. Στο τσατ τους , μου είπαν ότι είναι σωστό , απλά θέλει να το στείλω σε μορφή PDF.. έτσι και έκανα.. συνεχίζουν να μην μου διευκρινίζουν και να μην ΄δέχονται το αρχείο ... στην φωτογραφία υπάρχουν και άλλες κινήσεις λογαριασμού , απλά έστειλα ένα μέρος από αυτό

Thanks for your reply and email.

On the screenshots you sent to me on the sample list of transactions, I can see only your expenses, with no apparent income among the transactions.

Did the files contain a list of transactions that were also credited to your bank account (for example your income)?

Good evening, and thanks for your reply.

The document I have sent in PDF, shows the account movements of the last 3 months, about 160 account movements. (both income and expenses)

In the photo, only the first 10 are shown, because you asked me for a Screenshot.

I have sent it since yesterday, and they are still processing it.

I should note that the same document was sent to me by my Bank, since I contacted them to look for the specific PDF document.

Καλησπέρα, και ευχαριστώ για την απάντηση σας.

Το έγγραφο που έχω στείλει σε PDF , δείχνει τις κινήσεις λογαριασμού τους τελευταίους 3 μήνες, περίπου στις 160 κινήσεις λογαριασμού.( και έσοδα, και έξοδα)

Στην φωτογραφία, απλά φαίνονται τα πρώτα 10, διότι μου ζητήσατε κάποιο Screenshot.

Το έχω στείλει απο χθες, και ακόμα το επεξεργάζονται.

Να σημειώσω, ότι το ίδιο έγγραφο μου έστειλε και η Τράπεζά μου, εφόσον ήρθα σε επικοινωνία μαζί τους, για να αναζητήσω το συγκεκριμένο έγγραφο PDF.

Thank you very much.

The verification was done, after some time.

The withdrawal will be completed soon!

Thank you 🫵🤜🤛🫶

Σας ευχαριστώ πάρα πολύ.

Η επαλήθευση έγινε, μετά απο αρκετό καιρό.

Η ανάληψη θα ολοκληρωθεί σύντομα!

Σας ευχαριστώ 🫵🤜🤛🫶

Dear thanostzi, Thank you very much for the update. We will keep this complaint open until you confirm your cashout has been successful. Please keep me informed about any further developments.

Dear thanostzi,

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.

Redemption was successful. Thank you very much.

Η εξαργύρωση ήταν επιτυχής. Σας ευχαριστώ πολύ.

Dear thanostzi,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru