Slotuna Casino - Печалбите на играча са забавени.

After two wins in the game Blackjack Montreal, the winning amount was never credited to my account. The live support that I bother every day reassures me and tells me to wait for an email. It's been 2 weeks and I haven't heard anything.

Μετά από δύο νίκες στο παιχνίδι Blackjack Montreal, δεν πιστώθηκε ποτέ στο λογαριασμό μου το κερδισμένο ποσό. Το live support που καθημερινά ενοχλώ με καθησυχάζει και λέει να περιμένω ενημερωτικό email. Εχουν περάσει 2 εβδομάδες και δεν έχω τη παραμικρή ενημέρωση.

Dear giannisathens7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotuna Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share evidence of the amount that was supposed to be credited, but wasn't such as screenshots from your gaming history?
• Did the casino acknowledge the issue? What assistance have you received from casino support?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Please note without enough supporting evidence we are unable to confront the casino regarding uncredited winnings.

Thank you very much in advance for your reply.

Best regards,

Tomas

The casino acknowledged the problem and said that it has informed the relevant department to check it and proceed with the crediting of the amount. I will email you the screenshots of the proof.

Το καζίνο αναγνώρισε το πρόβλημα και είπε πως έχει ενημερώσει το αρμόδιο τμήμα ώστε να το ελέγξει και να προχωρήσει στη πίστωση του ποσού. Θα σας στείλω στο email τα αποδεικτικά screenshot.

Is there anything newer?

Υπάρχει κάτι νεότερο;

Thank you very much, giannisathens7, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello giannisathens7,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Slotuna Casino representative to join this conversation and participate in resolving this complaint.

Dear Slotuna Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Good evening. I keep getting a response from live support that the request is being processed and that I will have a response "as soon as possible".

Καλησπέρα. Συνεχίζω να παίρνω απάντηση από το live support ότι το αίτημα επεξεργάζεται και πως θα έχω απάντηση "το συντομότερο".

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.

Hello giannisathens7,

I am in contact with the casino representative outside of the complaint thread and they have forwarded the information to a relevant team. Let's hope they will respond as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Dear giannisathens7

Thank you for your patience.

Kindly be informed that we had checked our communication with you and we had found out that you had confirmed that you had received one of the 2 missing wins already for the amount 720 euro.

We would kindly ask you to provide the following details for your remaining missing win so we can investigate the issue further :

1. Date and time when the bet was made.

2. The bet amount that you placed.

3. The name of the slot that you were playing.

4. The total amount of the missing win.

5. Bet ID (you can find all the info above by checking your balance history in the

profile and selecting "spins" from the filter).

6. Balance before and after the bet was made (if possible).

Thank you in advance.

Best Regards

Slotuna Team

Good evening. This is a confusion on your part. I have never won €720 on your betting, except on another one where I was facing the same problem. I have contacted live support a while ago, I provided all the necessary screenshots and information with the 2 bets (I did indeed get the 1st one credited, the second one remains). Please check which of the two has not been credited and resolve it as soon as possible. Thank you

καλησπερα. Πρόκειται για μπέρδεμα από μεριά σας. Δεν είχα ποτέ νίκη 720€ στοιχηματική σας παρά μόνο σε άλλη που αντιμετώπιζα το ίδιο πρόβλημα. Εχω επικοινωνήσει πριν από λίγο με το live support, έδωσα όλα τα απαραίτητα στιγμιότυπα και πληροφορίες με τα 2 στοιχήματα (το 1 όντως το πιστώθηκα, παραμένει το δεύτερο). Παρακαλώ να ελεγχθεί ποιο από τα δύο δεν έχει πιστωθεί και να διευθετηθεί το συντομότερο. Ευχαριστώ

Dear Slotuna Casino,

Could you comment on the situation?

Did you receive the information that the player provided via the live chat?

I'll be awaiting your reply.

Dear all

Thank you for your patience.

We would like to inform you that both of the missing wins has been added to customer gaming account first for 560 euro was added 10/03/25 and second missing win again for 560 euro was added at 11/03/25.

This is both of the bets the customer had reported to us.

We hope this resolve the issue.

Best Regards

Slotuna Team

Hello giannisathens7,

Could you confirm that you have received both transactions?

I'll be awaiting your reply.

I confirm. Close the complaint.

Επιβεβαιώνω. Κλείστε το παράπονο

Dear giannisathens7,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Stefan, Casino.Guru