Slotuna Casino - A retirada do jogador foi adiada e o encerramento da conta foi solicitado.

Good afternoon, I am reaching out for help because I don’t know what else to do, and I have already spoken in the chat and through email without receiving any response, unfortunately.

So, I had to resort to filing a complaint.

On the 24th, I made a withdrawal, but as of today, the 28th, it is still pending.

I contacted the live chat, where one operator tells me one thing, and another tells me something different, and my withdrawal status remains unchanged. They resolve nothing. I just want my money so I can close my account, as I don’t want to play at this casino anymore. They are not fair with the players and do everything to make us cancel our withdrawals and spend all our money so that we lose everything. The customer service is terrible, and no one responds to emails. In the chat, they just give pre-recorded responses to deceive us. Please, I am asking for your help to resolve this situation as I am stressed out and completely unhappy with all of this. 😔🙏

Boa tarde venho por este meio pedir ajuda pois não sei mais o que fazer e já falei no chat por email sem obter resposta infelizmente

E tive que optar por denúnciar

No dia 24 fiz um saque ao qual até hoje dia 28 está na mesma situação

Contacto com o chat ao vivo onde um operador me dia uma coisa outro diz outra e o meu saque está igual não resolvem nada eu só quero o meu dinheiro para poder enserrar a conta pois não quero mais jogar neste casino ,não são leais com os jogadores e fazem tudo para que cancelemos os saques e gastarmos o dinheiro todo para que percamos tudo .o atendimento ao cliente e péssimo e por email ninguém responde .no chat e só respostas gravadas para nos enganar peço por favor que me ajudem a resolver esta situação pois já ando stressada e completamente triste com isto tudo .😔🙏

Hello xanarony1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotuna Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Good afternoon I sent the documents by email on the 24th even though the account said that my account did not need to be verified.

I spoke to the chat today and they told me that they don't know when it will be resolved but that there is a problem with the provider .each one says one thing my winnings were only with real money no bonuses because I don't play with bonuses .I'm very angry and I just want my withdrawal so I can close the account .help me please the money is sorely missed .

Boa tarde eu mandei os ducumentos por email no dia 24 mesmo na conta dizer que a minha conta não precisava de ser verificada

Falei com o chat hoje que me diceram que não sabem quando vai ser resolvido mas que tem um problema com o provedor .cada um diz uma coisa os meus ganhos foram apenas com dinheiro real nenhum bônus pois não jogo com bônus .estou muita revoltada e só quero o meu saque para poder enserrar a conta .ajudem me por favor o dinheiro faz me imensa falta .

In the casino's rules they give three working days, it seems that they don't want to pay me because they want me to cancel the withdrawal so that I can lose everything. I'm not going to do it, I just want my money, nothing more and to close the account.

Nas regras do casino dão três dias úteis ,ao que me parece que não me querem pagar pois querem que cancele o saque para poder perder tudo .não o vou fazer só quero o meu dinheiro nada mais e fechar a conta

Good morning I contacted you again today and yesterday and the answer is the same I have to wait but there's no forecast.... I don't know what to do I really don't know help me

Bom dia entrei em contato hoje de novo e ontem e simplesmente a resposta e a mesma tenho que esperar mas não tem previsão....não sei o que fazer sinceramente ajudem me

Dear Xanarony1,

As mentioned earlier, the verification process and withdrawals can take up to 14 days. In the meantime, I recommend that you remain patient and continue to cooperate with the casino.

Please inform us if the process takes longer than expected.

Best regards,

Nick

Dear xanarony1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.