Slotuna Casino - A desistência do jogador foi adiada.

​I requested a withdrawal 6 days ago. According to Slotuna’s Terms and Conditions (Section 6.15), withdrawals are scheduled to be processed within 3 business days. This standard timeframe has now been significantly exceeded, and the casino has refused to process the payout or provide a clear resolution date.

​Over the past week, I have contacted live support multiple times and received conflicting and vague explanations from various agents (including Krasi, Beckett, Krystal, Avery, and Rio):

​Conflicting Excuses: Support agents initially cited a "finance department backlog," then blamed "payment provider delays," and eventually admitted they had no specific details other than a vague "minor issue."

​Verification Status: Agent Avery explicitly confirmed via live chat that my account is in good standing and no KYC verification is required at this time.

​Generic Responses: Rather than processing the payout or offering a specific timeframe, support repeatedly relied on copy-pasted templates asking for "a little bit of patience."

​When I formally escalated the matter to their support email, management responded by citing Section 6.16 (right to delay payouts for identity/source of funds checks) and Section 6.10 (alternative payment methods). However, they have not requested a single document or verification item from me, nor have they specified what checks are allegedly taking place.

I would also like to highlight management is giving generic automated responses pointing back to Live Chat while Live chat points back to email.

​Desired Outcome:

​Immediate approval and processing of my pending withdrawal in full to my requested payment method.

Important notice:

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Dear casmonet72,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

CRITICAL UPDATE:

Today, Slotuna officially canceled my pending 1,000 NZD withdrawal after holding it for over 6 days.

​They sent an automated email claiming a potential "technical error with the payment service provider." As previously proven by my chat logs and account settings, my account is fully verified, requires no documents, and uses an approved deposit/withdrawal method.

​I have re-submitted the withdrawal request for 1,000 NZD via my bank card as per their email hint. I am attaching a screenshot of the cancellation email from their Finance Department, alongside proof of my new withdrawal request. This clear stall tactic has delayed my funds well beyond their 3-business-day T&C threshold.

Thank you for your reply. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Which payment method have you opted for to withdraw your winnings?
• Did you accumulate your winnings with or without an active bonus?

Additionally, you mentioned screenshots in your previous message; however, it appears that none have been included in this thread. If you have any evidence you would like to share, please feel free to post it here or send it to kristina.s@casino.guru.

Thank you very much.

Dear casmonet72,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear casmonet72,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina