Complaint #19 Slotuna Casino

Self excluded and then account reactivated

By Overcominggambling

3 months ago

I hope this message finds you well.

I am writing to express my concern regarding the reopening of my account following a self-exclusion request I had previously made. At the time of my self-exclusion, I was under the impression that it would be permanent, as I was not made aware that such exclusions are only temporary. I feel that I was not adequately informed of the terms of the self-exclusion process.

On March 30th, I received an email prompting me to log back into my account, which I did, and subsequently made a deposit. This has led me back down the road to gambling, which I should not have been able to do. I find this situation particularly distressing, as I trusted that my self-exclusion would prevent me from accessing my account, but instead, I was reactivated without prior warning or proper communication.

This situation is unfair, and I am requesting that the deposits made since the reactivation of my account be refunded. I also request clarification regarding the terms of the self-exclusion policy and the lack of adequate communication on your part about its temporary nature.

I appreciate your prompt attention to this matter and look forward to your response and resolution of this issue. Thank you for understanding the seriousness of this situation

Disputed Casino Slotuna Casino

Reason Account closure

Amount €1700

Discussion

AskGamblers

• Support Team

3 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Overcominggambling

3 months ago

This can now be closed thank you all

Overcominggambling

3 months ago

Hi All

This can not be closed as received refund

Thank you for your assistance in this manner and I do hope that gambling controls are looked at regarding how this happened

Thank you

Overcominggambling

3 months ago

Hi I have sent the details as requested and waiting for refund will advise once received for this to be closed

Slotuna Casino Complaint Stats

Resolved 16 / 16

Avg. Amount $1,321

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

Slotuna Casino Complaints

See all complaints for this casino

Withdrawal unprocessed for 6 days

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):

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."

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

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.

Desired Outcome:

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

28h left

$1,000

The platform deliberately delayed the withdrawal time

This is my first time using this platform. I started by playing the slot machines and betting on the World Cup without using any rewards or bonuses. I had some wins and some losses, but only won a little money in the end. When I asked customer service how long it would take to withdraw money for the first time, they told me it would take 2-3 days. Today is the third day, and when I asked them again, they told me it would take 3-5 days. Isn't this just playing word games?

Resolved

Delayed withdrawal they keep saying it is done but my withdrawal request still says under review

It’s been over a week now and well over the cited withdrawal period.. support and my “vip” manager just keep saying it’s done and it will come in soon. Honestly I’m fine with waiting but once it goes way past the process time it gets me a little nervous. I frequent other sites and never have issues with payouts. I feel like they are not going to go through with it and try find a reason not to. I hope ask gamblers can help as this site seems fantastic at helping people get things settled.

Resolved

$1,000

Withdrawal delay and no response

My account was put under review 2 weeks ago. On the same date, I sent an email to this casino to ask for the withdrawal of my balance.

They told me as I attach to wait for information, but 2 weeks have passed, and I still haven't received a response.

So I have been forced to make this complaint in order to withdraw my balance

Resolved

Delayed Payment bad customer service

Hello,

I decided to file a complaint regarding Slotuna, as their customer support has not responded properly and appears to be deliberately delaying my withdrawal.

I have been playing on this site for a long time. I have a personal VIP manager, and everything has worked flawlessly until now. However, after numerous losses, when I finally won a larger amount for the first time, the problems began.

I made my most recent deposit on January 31, 2026, and claimed a bonus. After completing the wagering requirements, my balance was €6,829.94. I then requested withdrawals as usual (in €700 installments, as this is the maximum allowed per transaction).

After this, the withdrawals were not processed, so I contacted customer support to ask about the delay. The only response I received was that they were “looking into the matter.”

After one week, I contacted them again and was then informed that they required documents for account verification. I had not been notified about this previously and only received this information after asking.

I fully understand that account verification is important; this is not new to me. I sent the requested documents via email on February 8, and later provided additional documents that were not requested initially but were requested afterward.

I have now been waiting for my withdrawal for nearly a month, which I consider highly unreasonable. Customer support has provided no meaningful updates, only stating that the “documents are under review.”

Document verification should be a straightforward process once the documents have been received.

I am willing to provide any additional information or documentation if necessary. I sincerely hope you can assist me in resolving this matter, as my patience has unfortunately run out.

Resolved

€6,830

Delayed withdrawal for a week

Hello
I requested a withdrawal in the amount of 343 Euro.

According to the casino’s Terms and Conditions, withdrawals should be processed within a maximum of 3 business days. As of today, I have been waiting for 5 business days and the withdrawal is still pending.

I have contacted customer support multiple times, but I keep receiving robotic responses telling me to just wait, with no valid reason for this delay.
A casino should respect their own terms and conditions so everyone respect theirs

I am requesting immediate processing of my withdrawal.

Thanks

Resolved

€343

Delayed withdrawal for a week

I requested a withdrawal in the amount of 12,500 CZK.

According to the casino’s Terms and Conditions, withdrawals should be processed within a maximum of 3 business days. As of today, I have been waiting for 4 business days and the withdrawal is still pending.

I have contacted customer support multiple times, but I keep receiving generic responses without any clear explanation or concrete resolution.
There is no valid reason for this delay.

I am requesting immediate processing of my withdrawal or a clear explanation for why the casino is not respecting its own stated withdrawal timeframe.

Thanks fot your help!

Resolved

Kč12,500

2 months withdrawal

Hi,

I've been waiting for the withdrawal of my funds for around 2 months.

My account was put under review / closed as well as in several of these mirrors, and since then, I've been in contact with the casino to withdraw. After almost a month and a half, they asked for documents, which I quickly sent, and since then, there's been no answer for two weeks, the process being a total of two months.

They don't answer emails or respond to the verification one, just that the documents have been passed to the department.

The funds are 920 euros.

Resolved

€920

Would not close account

Hi,

After requesting my account closure through chat multiple times, they informed me to send an email, as I have a gambling issue, which I am seeking help for.

I requested the account. to be closed through chat, and they informed me to send an email, which I did, and did not receive a response.

I then went through chat again and resent an email, but was still able to deposit today.

They sent me an email with a bonus amount and upgraded me to vip status, which also allows me to deposit.

When I went through chat again, they closed the account.

I have also emailed their complaints and have had no response, and am requesting a refund

Any help would be great

Resolved

€900

Pending withdrawal at Slotuna Casino

Dear AskGamblers Complaint Team,

I am submitting this formal complaint against Slotuna Casino due to a significant withdrawal request that has remained pending and has not been processed into my bank account.

I have initiated a total withdrawal of 420,000 HUF (approx. 1,077 EUR) from Slotuna Casino. Despite fulfilling all requirements and submitting the withdrawal requests correctly, the funds have not been transferred to my bank account. It has now been over two weeks since my withdrawal request, yet the payment has still not been processed.

During this time, I have repeatedly contacted the casino’s support team but have only received the same generic response each time, without any concrete information about when or if my withdrawal will be processed.

The exact amount is €1,077.

Request:

I kindly request AskGamblers’ assistance in ensuring that Slotuna Casino promptly processes my pending withdrawal of 420,000 HUF (approx. 1,077 EUR) or provides an official written explanation for the delay or possible refusal.

Attached evidence:

– Screenshot of the pending withdrawals (attached)

Thank you for your assistance and prompt response.

Resolved

€1,077