The player from Germany won approximately €3 from a bonus and later won €180 from purchased free spins, but the winnings disappeared from her balance without explanation. She is struggling to get assistance via chat and has not received a response from support despite her inquiries.
Slotuna Casino - Player’s winnings have been confiscated.
Amount: €180
Slotuna Casino
Safety Index:HighSafety Index
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8.2
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Opened
Current status
Waiting for Casino Guru to reply
6d 4h 1m 44s
Case summary
19 hours ago
Public
Public
yesterday
Translation
Hi. I won about €3 from 50 free spins. The wagering requirements were met, and I was notified that the bonus money had been converted to real money. I played a bit and later bought free spins for €60 on the game "Who Wants to Be a Millionaire" (Big Time Gaming). I won about €180 from these free spins. However, they only appeared in my balance for a very short time before disappearing again. Now I'm wondering why the money is simply gone. I couldn't get any help in the chat, and I'm still waiting for the message I was supposed to receive from support. Emails are also not being responded to. Attached is the screenshot with the said free spins and a history showing that no money was credited to me after purchasing the free spins.
Automatic translation:
Public
Public
20 hours ago
Dear Joyciii,
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.
- When was the last time you were in contact with casino support, and what did you discuss?
- Have you completed account verification in the casino?
- Did you receive any justification about why your balance was removed?
- 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
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,
Tomas
Casino Guru is examining the case
