Complaint #26 Slotuna Casino

Violating Terms Conditions

By Mijamin U.

1 week ago

Complaint Details:

Casino: Slotuna
Amount involved: 500 CHF
Payment Method: USDT (ERC20)
Transaction ID: ⁠d0922af7-f523-49eb-bf52-f5ec852bc4a4⁠
Requested Date: 11/09/2026

Description:

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.

Disputed Casino Slotuna Casino

Reason Delayed payment

Amount CHF500

Discussion

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

1 week 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

1 week 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

Slotuna Casino Complaint Stats

Resolved 18 / 18

Avg. Amount $1,267

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

Slotuna Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 16 out of 16 complaints in this category have been resolved.

This operator's average complaint duration is 12 days, while the average duration across all operators is 8 days.

Slotuna Casino Complaints

See all complaints for this casino

Withdrawal is being delayed

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 outcome
I 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.

2h left

€1,500

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.

Resolved

$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

$57

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

Self excluded and then account reactivated

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

Resolved

€1,700

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