Slotuna Casino— player complaints: 8 in English

Reason: Delayed payment Hello,I am submitting this complaint regarding a significant delay in the processing of my withdrawals from Slotuna Casino.I requested three withdrawals of €500 each, on August 18, August 19 and August 20, 2026, for a total amount of €1,500.At the time of submitting this complaint, all three withdrawals are still showing as pending/awaiting validation, and I have not received any of the funds.According to Slotuna's terms, withdrawals are normally processed within 3 business days (Monday to Friday). This timeframe has now been exceeded by a considerable margin.I have contacted Live Chat several times to ask for an update. Initially, I was repeatedly informed that there was a high volume of withdrawal requests and that I needed to be patient.I subsequently received more specific information from several support agents:I was informed that my account had been personally checked by the financial team.I was told that my withdrawals were in the “final stages of processing.”I was informed that my case had been escalated to the financial department as a priority.I was also told that payments could be processed at any time, including during the weekend.Another agent confirmed that the financial department would contact me once the process was completed.Despite these updates, my three withdrawals remain at the validation stage and I have not yet received any payment.I understand that withdrawal processing can sometimes take longer than usual, particularly during periods of high demand. However, given the length of time that has now passed and the stated processing timeframe, I would appreciate clarification regarding the current status of my withdrawals.There is also a further point that is important to my situation. I still have approximately €2,400 remaining to withdraw from my balance. As my current withdrawals have not yet been processed, I am currently unable to proceed normally with withdrawing the remaining funds. I would therefore appreciate having the current withdrawals resolved so that I can access the rest of my balance normally.As far as I am aware, I have completed all requirements necessary for these withdrawals, and I have not been informed that any additional documents or actions are required from me.Desired outcomeI would kindly ask for assistance with the following:The validation and processing of my three pending withdrawals of €500 each.Payment of the full €1,500 through my selected payment method.A clear explanation of the current status of these withdrawals and why the stated 3-business-day timeframe has been exceeded.Confirmation that no additional verification or documentation is required from me.Once the current withdrawals have been processed, I would like to be able to proceed with withdrawing the remaining approximately €2,400 from my balance.I have screenshots of my conversations with Slotuna's Live Chat showing the information and updates I have received, and I can provide them as supporting evidence if required.I am not making any accusation against Slotuna. I am simply requesting clarification and assistance in resolving the delay, as the current situation is preventing me from accessing and withdrawing the remaining funds in my account.Thank you for your assistance. --- Ответы в треде --- justinegillot7 • Belgium 1 hour ago Hello, I would like to provide an update regarding my complaint. The three previous withdrawals made on September 16th, 17th and 18th have now been successfully received. However, it once again took almost 15 days for these withdrawals to be processed, even though the timeframe stated on the website is 3 business days. The situation is therefore not completely resolved yet, as I still have funds remaining to withdraw. I am currently making the remaining €500 withdrawals. I made one withdrawal yesterday, another today, and I will make one more tomorrow, for an additional total of €1,500. After that, I will still have three additional €500 withdrawals to make, meaning that I currently have six €500 withdrawals remaining in total. I really hope that these upcoming withdrawals will be processed much faster and within the stated 3-business-day timeframe, so that I do not have to wait almost 15 days again for each withdrawal. Once all of these remaining withdrawals have been successfully processed and received, I will consider the situation fully resolved and the complaint can then be closed. For now, I would therefore like to keep the complaint open until all of my remaining funds have been successfully withdrawn. Thank you for continuing to follow the situation. AskGamblers • Support Team 1 day ago Dear @justinegillot7,The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.Thanks in advance for your cooperation. Slotuna Casino • Representative 1 day ago Dear justinegillot7, We are pleased to inform you that your withdrawals attempted on September 17, September 18, and September 19, 2026, has been successfully processed, and the funds were dispatched from our end on October 3, 2026. The funds may take between 3 and 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank. We assure you that we remain fully committed to assisting you with future withdrawals. We intend to provide you with a comprehensive update regarding these transactions at the earliest opportunity. Thank you for your patience and understanding while we work through this. Kind regards, Slotuna Casino team. Slotuna Casino • Representative 1 day ago Dear justinegillot7, We are pleased to inform you that your withdrawals attempted on September 7, September 8, and September 9, 2026, has been successfully processed, and the funds were dispatched from our end on September 17, 2026. The funds may take between 3 and 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank. We assure you that we remain fully committed to assisting you with future withdrawals. We intend to provide you with a comprehensive update regarding these transactions at the earliest opportunity. Thank you for your patience and understanding while we work through this. Kind regards, Slotuna Casino team.

Reason: Delayed payment Complaint Details:Casino: SlotunaAmount involved: 500 CHFPayment Method: USDT (ERC20)Transaction ID: ⁠d0922­af7­-f5­23-­49e­b-b­f52­-f5­ec8­52b­c4a4⁠Requested Date: 11/09/2026Description:I am filing a complaint against Slotuna regarding my remaining pending withdrawal of 500.00 CHF.According to Slotuna's Terms and Conditions, all withdrawal requests are processed within a maximum of 3 business days. This withdrawal request was submitted on September 11, 2026, and has been stuck in "In Bearbeitung" / "Under review" status for over 5 days, which directly violates their own Terms and Conditions.My account is fully verified, and no bonus terms or rules have been violated. Live Support provides no concrete updates or resolution timeframes.I request the complaint team to assist in prompting Slotuna to honor their terms and release my remaining 500 CHF immediately. --- Ответы в треде --- AskGamblers • Support Team 1 week ago Dear @uhligmijamin,The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.Thanks in advance for your cooperation. Slotuna Casino • Representative 1 week ago Dear uhligmijamin, We are pleased to inform you that your withdrawal request was successfully processed and paid out yesterday. Thank you for your patience and cooperation throughout this process. Best regards, Slotuna Casino Team Slotuna Casino • Representative 2 weeks ago Dear AskGamblers Team and Player, We confirm that we have received the necessary credentials. We are currently liaising with our relevant department to check the status of the withdrawal. Thank you for your patience while we review this matter. Kind regards, Slotuna Casino Team Slotuna Casino • Representative 2 weeks ago Dear AskGamblers Team, We have sent an email to your team requesting the player's registered email address so we can locate the account and investigate this case further. Once we receive the necessary details, we will review the matter and provide an update accordingly. Kind regards, Slotuna Casino Team

The player from Finland reported that Slotuna Casino had illegitimately blocked his VIP account after he had reached a balance of €20,000–€22,000. He faced ongoing withdrawal obstructions, server errors that had depleted his balance, and a lack of transparency regarding his game history, which led to a retaliatory account closure. He demanded restitution of his funds and transparency from the casino. We reviewed the screenshots, chats, and other evidence, but no proof was provided that the server errors had caused the claimed loss or that individual rounds had been invalid. As a result, we were unable to establish that the casino had unfairly confiscated his winnings, so the complaint was rejected.The player from Finland reported that Slotuna Casino had illegitimately blocked his VIP account after he had reached a balance of €20,000–€22,000. He faced ongoing withdrawal obstructions, server errors that had depleted his balance, and a lack of transparency regarding his game history, which led to a retaliatory account closure. He demanded restitution of his funds and transparency from the casino. We reviewed the screenshots, chats, and other evidence, but no proof was provided that the server errors had caused the claimed loss or that individual rounds had been invalid. As a result, we were unable to establish that the casino had unfairly confiscated his winnings, so the complaint was rejected. Written by VeronikaComplaint Resolution Center Deputy Team Lead Submitted: 31 Aug 2026 | Closed : 09 Sep 2026Automatic translation:

The player from Finland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. We explained that withdrawals could take up to 14 days due to KYC checks or a high volume of requests, and asked him to wait and cooperate with the casino. The player later confirmed the withdrawal had been resolved, so we marked the complaint as resolved.

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The player from New Zealand requests a withdrawal that has been delayed for six days, exceeding the casino's stated processing timeframe. Despite confirming that his account is in good standing with no KYC verification needed, he receives conflicting information from support agents and generic responses from management without clear reasons for the delay.The player from New Zealand requests a withdrawal that has been delayed for six days, exceeding the casino's stated processing timeframe. Despite confirming that his account is in good standing with no KYC verification needed, he receives conflicting information from support agents and generic responses from management without clear reasons for the delay. Written by KristinaComplaint Resolution Center Team Lead Submitted: 27 Jul 2026 Automatic translation:

The player from Finland raised a complaint about the retroactive application of a 10x maximum cashout rule on a deposit bonus, claiming he had been unaware of it when he accepted the bonus. He argued that terms should not be applied retroactively and sought clarification from the casino, having had his winnings reduced from €2,304 to €1,600, with €704 remaining unpaid. We reviewed the evidence provided but found that the bonus details had clearly stated the 10x maximum cashout limit before play began, meaning the player had accepted these conditions. As there was insufficient proof that the rule was applied retroactively or unfairly, the complaint was rejected. The player was advised that such bonus restrictions were common and accepted in the industry.

The player from Germany filed a complaint regarding Slotuna, claiming he had been able to use an account there despite a self-exclusion request from Casinoly. He lost several thousand euros after his self-exclusion date and requested an investigation into whether the self-exclusion should have applied at Slotuna, along with a potential refund for his losses. Upon investigation, it was found that self-exclusion requests applied only to the specific casino where they were made, and neither Casinoly nor Slotuna had been licensed by the Curaçao Gaming Authority at the time but by the Anjouan Gaming Authority, which did not mandate cross-brand self-exclusion. Since the player had not requested self-exclusion at Slotuna, the self-exclusion did not apply there, and therefore no refund was warranted. The complaint was closed accordingly.