Slotuna Casino - O pedido de retirada do jogador está atrasado.

Yet another casino run by the same company that says it pays out withdrawals within 72 hours but then 14 days have passed and I still haven't received my money.

I have 3 withdrawals (maximum pending withdrawal requests) for a total of €1,260 pending since August 19th.

Customer support in the chat is useless as always giving the same automatic answers saying that there is a delay in the withdrawal but that they will pay as soon as possible.

answering some of the questions you're going to ask, i haven't played any bonuses in the casino, i've played slots and some sports betting and so far there's been no request to verify the account.

thank you for your help. Thank you

Mais um casino gerido pela mesma empresa que diz que paga os levantamentos em 72 horas mas depois já passaram 14 dias e continuo sem receber o meu dinheiro .

tenho 3 levantamentos ( máximo de pedidos de levantamento pendentes) num total de 1260€ desde 19 de agosto pendente.

O apoio ao cliente no chat é inútil como sempre dando sempre as mesmas respostas automáticas a dizer que há um atraso no levantamento mas que vão pagar assim que possível.

respondendo já a algumas perguntas que vão fazer, não joguei nenhum bônus no casino, joguei slots e algumas apostas desportivas e até ao momento não houve nenhum pedido de verificação de conta.

agradeço a vossa ajuda. Obrigado

Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please share screenshots of your withdrawal requests or your recent interaction with casino support regarding the delay as evidence? Send the information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Hello, I haven't made any successful withdrawals yet because all my withdrawals have been pending for a long time. I've already sent the requested documents to your e-mail address. Thank you

Olá, ainda não fiz nenhuma levantamento bem sucedido porque todos os meus levantamentos estão pendentes há imenso tempo. Já enviei os documentos pedidos para o e-mail. Obrigado

18 days and everything is still the same. I never get paid and the chat response is always the same. A casino that says it pays in 72 hours is shameful.

18 dias e continua tudo na mesma. Nunca me pagam e no chat a resposta é sempre a mesma .. Um casino que diz que paga em 72 horas, é vergonhoso.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Barbora (barbora.p@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 player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Slotuna Casino representative to join this conversation.

Dear Slotuna Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Canutinho,

Thank you for sharing your concerns. In line with our Terms and Conditions (section 6.14), the Company reserves the right to process payments according to an individual schedule, which may vary depending on several factors.

We can confirm that your withdrawal requests are in the queue and are being treated with priority.

Kind regards,

Slotuna Casino Team

Unbelievable. This casino says it pays out in 72 hours, but 21 days have passed! And the answer this casino gives to casino guru here is the same one it gives me, that I have to wait ... without any justification, without anything. It's unbelievable how this casino can have such a positive rating and lead its players astray.

Inacreditável. Este casino diz que paga em 72horas, já passaram 21 dias !! E a resposta que este casino da aqui ao casino guru é a mesma que me dá a mim, que tenho de esperar .. sem qualquer justificação, sem nada. Inacreditável como este casino pode ter uma avaliação tão positiva levando assim os seus jogadores ao erro

Dear Slotuna Casino,

I fully understand and respect your Terms and Conditions, including section 6.14, which allows the Company to process withdrawals according to an individual schedule, account level, withdrawal method, and other relevant factors.

However, the player has now been waiting for over three weeks for withdrawals totaling €1,260. While the monthly withdrawal limit of €7,000 for Level 1 accounts is not exceeded, the delay far exceeds the advertised 72-hour payout window and is causing significant frustration.

We kindly request that you expedite the processing of these pending withdrawals. A delay of this length is not acceptable from the perspective of customer experience.

We appreciate your understanding and prompt attention to this matter and look forward to a resolution as soon as possible.

Thank you for your cooperation.

Best regards,

Barbora

Thank you casino guru for your help. All withdrawals have been paid out. But as you can see, if it hadn't been for casino guru, slotuna would still have told me to wait for withdrawals even after 3 weeks. And after casino guru intervened, the casino paid out in minutes. Very unreliable casino. Thank you casino guru !

Agradeço a ajuda do casino guru. Todos os levantamentos foram pagos . Mas como viram, se não fosse o casino guru a slotuna ia continuar a mandar me esperar pelos levantamento mesmo após 3 semanas. E após o casino guru intervir , o casino pagou em minutos. Casino muito pouco confiável . Obrigado casino guru !

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

Dear Canutinho,

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,

Barbora