The player from Paraguay faced account blockage after attempting to withdraw €750, despite having previously verified his account and deposited €50. He had submitted additional requested documentation but received only vague responses about the case being 'under review', claiming improper withholding of his funds. The player clarified that his bets were on horse races without using any bonus. We reviewed the case but lacked sufficient expertise and insight into the casino's investigation related to sports betting activity and therefore could not fairly judge or resolve the complaint. Consequently, the complaint was closed without resolution.
Sportium Casino - Player’s account is blocked and funds are delayed.
Closed
Our verdict
Other
Amount: $800
Sportium Casino
Safety Index 7.5 Above averageCase summary
Discussion
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1 month ago
Translation
Dear All,
I am contacting you to request assistance regarding a problem I am experiencing with an online betting site.
I have been using the platform for approximately 3 to 4 weeks without any issues, operating normally. On April 8th, I attempted to withdraw my funds, after having initially deposited €50 and reaching a balance of €750 through legitimate activity.
However, on April 9th, my account was blocked, and I received a notification from the company. It's worth noting that my account had already been verified before this incident.
Subsequently, I was again asked to submit additional personal documentation (including photos, videos, and other supporting documents), which I provided in full. Despite having complied with all requirements, I have not received a concrete solution to date. The only response I have repeatedly received from the company is that the case is "under review," without providing clear explanations or estimated resolution times.
I believe this situation is unjustified and could constitute an improper withholding of funds, as I have not been informed of any specific irregularity in my account or my activity.
For this reason, I am turning to you for guidance and/or intervention, in order to recover my funds or move forward in resolving the case.
I am available to provide any additional documentation you may deem necessary (screenshots, emails, receipts, etc.).
Thank you very much for your attention.
To clarify, use the same deposit method for withdrawals
Sincerely
Gaona Gonzalo
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
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.
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1 month ago
Dear GonzaGao,
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.?
- To clarify, you were able to pass the verification before so this is the second time that the casino asked you to verify your account?
- 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,
Jean
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1 month ago
TranslationIt wasn't at any casino game, it was betting on horse races
If your account is blocked when you create it and they require you to send documentation to their email address, they will later verify and activate it.
Do not use any bonus
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1 month ago
Thank you for your reply, GonzaGao. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.
After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with betting in casino games — we will do our best to assist.
