Slotuna Casino - Los retiros de los jugadores se retrasan por más de 15 días.

I have 2 withdrawals pending for over 15 days, both waiting for approval: one for 413 euros and another for 500 euros. They haven’t asked for verification (the account is only verified when the casino requests it, and they haven't asked me yet, so I can withdraw without any issue). These are my first 2 withdrawals, I haven't played with any bonus, and they keep telling me via live chat for days that it’s a delay, that they will notify the responsible department, and that my money will arrive soon. However, I'm still waiting. My last contact with the casino was today. In the photos I sent, you can see both pending withdrawals as well as the conversation with today's live chat.



Tengo 2 retiros pendientes de más de 15 días ambos en espera que me lo aprueben, 1 de 413 euros y otro de 500 euros, no me han pedido verificación(solo se verifica la cuenta cuando el casino te lo pida, y no me la han pedido, mientras tanto puedo retirar sin problema), estos son primeros 2 retiros, no e jugado con ningun bono, me vienen diciendo que es un retraso hace días por chat en vivo, que se lo notificaran al área encargada, y que dentro de poco llegará mi dinero, y sigo esperando, mi último contacto con el casino fue hoy, en las fotos que envié puede ver tanto los 2 retiros pendientes, como la conversación con el chat en vivo de hoy



Dear juan123321,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing with your pending withdrawals.

To better understand and assist with resolving this issue, could you please provide the following information:

• Even though the casino hasn’t requested verification, have you completed the process voluntarily, or have you previously submitted any documents to them?
• Could you specify the withdrawal method(s) you used for the pending withdrawals (e.g., bank transfer, e-wallet, etc.)?
• Have you received any updates or further responses from the casino since your last contact?

If you have any further screenshots, email exchanges, or other relevant documents, feel free to forward them to nikolas.b@casino.guru so we can include them in our assessment.

We’ll do our best to mediate with the casino on your behalf and keep you updated on any progress.

Best regards,

Nick

There is a box from the casino that says verification, I tapped on that box, and it says "for now we don't need you to send us anything", the only method for both withdrawal and deposit is usdt crypto, I have not received an update from the last time I wrote to you.

Hay una casilla del casino que dice verificación tocó en esa casilla, y me aparece "por ahora no necesitamos que nos envíes nada", el único método tanto de retiro como de deposito es usdt crypto, no e recibido actualización de la última vez que les escribí

The money has already arrived in my crypto wallet, thanks

Ya me llego el dinero a mi billetera crypto, gracias

Dear juan123321, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru