Withdrawals pending for 9 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.

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

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

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.

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