Slotuna Casino - Учетная запись игрока закрыта, выигрыш не выплачен.

Dear Casino Guru Team,

I would like to file a formal complaint against Slotuna Casino regarding unpaid winnings and unjustified account suspension.

I registered and played at Slotuna Casino, where I managed to win a total amount of 9100 PLN. Initially, the casino processed partial withdrawals totaling 6000 PLN, paid in three installments of 2000 PLN each. However, the remaining balance of 3100 PLN has not been paid.

After requesting further withdrawals, I experienced a prolonged delay of approximately three weeks. Subsequently, my account was suddenly blocked, and all pending withdrawals were canceled. The casino informed me that my account was under investigation for alleged fraud but failed to provide any specific details or evidence to support this claim.

I firmly deny any wrongdoing. I have always complied with the casino’s terms and conditions and played fairly.

Following their request, I completed all required verification procedures, including:

Verification of my cryptocurrency wallet

Submission of identity documents

Providing a selfie with the casino interface in the background

Despite fully cooperating and submitting all requested documents, the casino has ceased communication entirely and is no longer responding to my emails.

I believe this behavior is unfair and raises serious concerns about the legitimacy of Slotuna Casino’s practices. I kindly ask Casino Guru to investigate this matter and assist in resolving the issue, particularly in securing the payment of my remaining winnings.

Please let me know if you require any additional information or documentation.

Thank you for your time and assistance.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Klaudia0505,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Can you provide the exact dates when you made your withdrawals and when your account was suspended?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Thank you very much for taking care of this matter.

1. I only played slot machines.
2. of the amounts remaining to be paid, yes.

2000 PLN ordered on March 20, 2026

700 PLN ordered on March 21, 2026

I don't remember PLN 400 because I don't have access to the account.

my account was blocked on April 6, 2026.

I accumulated my winnings after successfully wagering the bonus amount for my first deposit.

Bardzo dziękuję za zajęcie się tą sprawą.

1. Grałam tylko na automatach.
2. z kwot które zostały do wypłaty to tak.

2000zł zlecone 20.03.2026r

700zł zlecone 21.03.2026r

400zł nie pamiętam gdyż nie mam dostępu do konta.

moje konto zostało zablokowane 06.04.2026r.

swoje wygrane zgromadziłam po udanym obróceniu kwoty bonusowej do pierwszego depozytu.

Has anything moved in my case?

Czy coś się ruszyło w mojej sprawie?

Thank you for your reply and for providing the previous details, Klaudia0505.

• Have you ever made a withdrawal at this casino? If so, could you please clarify when your last successful payment was, how long it took to be processed, which payment method you used, and whether it was the same as for your current withdrawal?
• Have you kept records of all your communication with the casino, including emails and their responses?
• Could you provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to [email protected] or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Request for payment of PLN 2,000 on March 16, 2026

Request for payment of PLN 2,000 on March 17, 2026

Payment of PLN 2,000 made on March 20, 2026

the above payments have been made.

All deposits and withdrawals were made via the USDT (ERC20) cryptocurrency and my private Trust wallet.

06/04/2026 My account was blocked and all withdrawals were canceled by the casino.

On April 8, 2026, the casino requested verification.

On April 10, 2026, they received all the necessary documents for verification.

In total, I had PLN 9,100 to withdraw, of which PLN 6,000 was transferred to my Trust wallet and PLN 3,100 was canceled by slotuna.

I will also send all the documents I have.

Żądanie wypłaty 2000pln 16.03.2026r

Żądanie wypłaty 2000pln 17.03.2026r

Wypłata 2000pln zrealizowana 20.03.2026r

powyższe wypłaty zostały zrealizowane.

Wszystkie depozyty oraz wypłaty były realizowane poprzez kryptowalutę usdt (erc20) oraz mój prywatny portfel Trust wallet.

06.04.2026r Moje konto zostało zablokowane oraz wszystkie wypłaty anulowane przez kasyno.

08.04.2026r kasyno zażądało weryfikacji.

10.04.2026r otrzymali wszystkie potrzebne dokumenty do weryfikacji.

Łącznie miałam do wypłaty 9100zł z czego 6000 zostało przekazane na mój portfel Trust wallet a 3100zł anulowane przez slotunę.

przesle także wszystkie dokumenty jakie posiadam.

Update:

My account has been unblocked but withdrawals are still blocked.

Aktualizacja:

moje konto zostało odblokowane ale możliwość wypłat nadal jest zablokowana.

Dear Klaudia0505

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 Romi ([email protected]). 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,

Petra

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Slotuna Casino,

Could you possibly provide additional information regarding the situation?

Thank you in advance.

Respectfully,

Romi

Update. My withdrawals have been released. I just ordered the first installment of 2,000 PLN. I'm curious if they will arrive without any problems.

Aktualizacja. Moje wypłaty zostały odblokowane. Zleciłem właśnie pierwszą część w wysokości 2000pln. Jestem ciekaw czy przyjdą bez problemu.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I received my money back, but I believe that this unjustified blocking of accounts and withdrawals is reprehensible. Casinos should not behave this way, and they should be warned against it.

Pieniądze zostały mi wypłacone, lecz uważam, że takie bezpodstawne blokowanie kont i możliwości wypłat jest karygodne. Kasyno nie powinno tak postępować i należy przestrzegać przed tym kasynem.

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru