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Good morning, on November 12, I made my first withdrawal request for €500 via e-wallet. It's currently pending verification. I've contacted support several times to ask for clarification, but they always get the same response. There are currently delays and no documents are required at this time. What can I do?

Buongiorno, in data 12/11 ho effettuato la mia prima richiesta di prelievo di 500 euro tramite portafoglio elettronico. Attualmente è ancora in attesa di verifica. Ho contattato svariate volte l'assistenza per chiedere spiegazioni in merito ma viene sempre fornita la stessa risposta. Attualmente ci sono ritardi e che non servono documenti al momento. Cosa posso fare?

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Dear Kiara9619,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Kiara9619,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning, unfortunately not yet. The first withdrawal I made on November 12 is still pending. I'm attaching a screenshot from this morning.

Buongiorno, purtroppo ancora no. Il primo prelievo da me effettuato il 12/11 è ancora in attesa. Allego screenshot di questa mattina.

I'm adding an update. Today I received an email to verify my account.

Aggiungo aggiornamento. Oggi mi è arrivata mail per la verifica dell'account

Dear Kiara9619, thank you for the update.

Could you please confirm whether you have submitted all of the documents requested by the casino?

Additionally, could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here. I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear Kiara9619,

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.

Good evening, I already emailed you the screenshots a week ago. However, they made me upload the documents again, but without any explanation. Verification is currently pending.

I emailed them complaining that the first withdrawal request was made on November 12. They couldn't give me a plausible explanation.

Buonasera , le avevo già mandato una settimana fa via mail gli screenshot. Comunque mi hanno rifatto caricare dinuovo i documenti ma senza una spiegazione. Al momento la verifica è in attesa.

Ho mandato mail lamentando il fatto che la prima richiesta di prelievo risale al 12/11. Non mi hanno saputo dare una spiegazione plausibile.

Dear Kiara9619,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Dear Kiara9619,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Slotuna Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Good morning, thank you in advance. The only document accepted at the moment is an identity document. Verification of name/residence and card details has been requested again. I sent screenshots of the front of the card because it's digital. For the name and residence verification document, I'll use a bank statement from another card I have.

Do you have any different suggestions since I was rejected for the second time?

Thank you and have a good day

Buongiorno, vi ringrazio in anticipo. L'unico documento accettato al momento è quello d'identità. La verifica di nome/residenza e della carta è stata dinuovo richiesta. Io avevo inviato screenshot del fronte della carta perché digitale. Mentre per il documento di verifica residenza e nome un estratto conto di un altra carta che ho.

Avete dei suggerimenti differenti visto che mi sono stati rifiutati per la seconda volta?

Grazie e buona giornata

Dear Kiara9619,

I would recommend waiting for the casino’s response. Once they provide further clarification, it should become clear why your verification documents were rejected.

Dear Kiara9619,

We would like to kindly inform you that the relevant department is checking the document that you've uploaded today.

Furthermore, you need to upload the required document of your credit card so as to complete your account verification and proceed with the pending withdrawals.

Thank you in advance.

Kind Regards,

Slotuna Casino Team

Good morning, since the card used is digital, I sent the screenshot back. I also added the card contract and another document related to the account. I'm still waiting for the latter to be verified. I hope I'm almost there.

Buongiorno, essendo che la carta utilizzata è digitale, ho rinviato lo screenshot. Ho aggiunto anche contratto carta e un altro documento legato al conto. Sono ancora in attesa di verifica di quest'ultima. Spero di essere agli sgoccioli.

Update. First withdrawal received today! Verification completed.

Thanks everyone for the support

Aggiornamento. Primo prelievo ricevuto oggi! Verifica completata.

Grazie a tutti per il supporto

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kiara9619,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana