The player from Mexico had his account suspended since his deposit on March 22, 2026, without any reason provided. He was unable to access bonuses, did not receive a response from customer support regarding his inquiries, and requested a refund of his deposit that remained unprocessed. The Complaints Team attempted to resolve the issue by requesting additional information from the player and contacting the casino for clarification. However, the casino failed to respond, and the complaint was ultimately marked as unresolved due to the lack of cooperation from the casino. The player was advised to contact the relevant gaming authority for further assistance.
Sportium Casino - Player’s account is suspended with delayed refund.
Unresolved
Our verdict
No reaction policy
Black points: 25
Amount: Mex$100
Sportium Casino
Safety Index 7.5 Above averageCase summary
Discussion
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2 months ago
Translation
I made a deposit on March 22, 2026. A few days prior, I was able to claim my bonuses normally, but from the day I made the deposit, it said my account had been suspended. I contacted support, and they specified a timeframe for receiving a response via email. To date, I haven't received any response. Therefore, I proceeded to request a refund of the deposit, which also passed within the specified timeframe, and they haven't processed it. I haven't been able to claim any of the daily bonuses they offer. In fact, right after making the aforementioned deposit, I received an authorization message for a casino bonus worth $500 pesos, obviously with the casino's rollover requirements. However, I accepted it, and they never credited it, much less allowed me to play any slots. Customer service takes far too long to respond. I've already sent them the transaction confirmation and screenshots, and they just tell me to wait for a response to my email and that all I can do is wait, when they aren't fulfilling any of their obligations, and I'm aware of this. I don't know the reason for the suspension of my account, as there isn't one. They claim it's under review due to a system error. It's been a long time since I've made any withdrawals; most of my recent transactions have been deposits. I hope you can help me. Thank you in advance.
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2 months 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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2 months ago
Dear Oskrbnl12,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.
To better understand the situation, could you please provide a bit more detail on the following:
- Which types of games did you mainly play (e.g., slots, live casino, sports betting)?
- Had you completed the account verification process before losing access?
- Could you please confirm whether you were able to accumulate any winnings, either with or without an active bonus?
I hope we’ll be able to assist you in resolving this matter as quickly as possible.
Thank you very much in advance for your reply.
Best regards,
Petra
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2 months ago
TranslationThank you in advance for looking into my case.
I have always played slots, and my account has been verified for a very long time. I am a constant and very active user, although my withdrawal amounts are not constant or large, but I have never done anything that would be a suspicious reason for them to decide to suspend my account.
As for whether I accumulated winnings with the bonus, well, no, I didn't have the opportunity because firstly it wasn't even reflected in my bonus balance, and by the time I accepted the bonus, my account was already suspended, so if I didn't have the opportunity to enter any game of any kind, I certainly didn't have the opportunity to accumulate any winnings. 
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1 month ago
Hello Oskrbnl12,
We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petra will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Thank you for your reply and for providing the previous details, Oskrbnl12.
- What specific message did you receive when your account was suspended?
- Have you received any communication regarding the 'system error' mentioned by customer support?
- Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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1 month ago
TranslationI haven't received any information about my account. It still hasn't been reactivated, and I haven't received my deposit back. Since approximately March 22nd (the date my account was suspended), they specified a maximum of 5 business days for this supposed review. I still haven't received any information, and they just tell me to wait for a response to my email. I've told the support agents too many times (if they even respond, because many times they leave me hanging until the chat closes due to lack of activity on their part, obviously) that I can't wait any longer. Besides, I was losing all the bonuses I'm entitled to that they give out daily because of the suspension of my account without prior notice.
The message I get when I enter any slot game, regardless of the instructor, is "account suspended".
I HAVE ATTACHED EVIDENCE OF A CHAT WITH A SUPPORT AGENT THAT RECEIVED NO RESPONSE.
Thank you very much in advance
I am also attaching evidence of each and every bonus I have lost due to the suspension of my account.
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1 month ago
Dear Oskrbnl12
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,
Petra
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1 month ago
Dear Oskrbnl12,
I sincerely apologize for the inconvenience caused by your account being blocked. I will reach out to the casino promptly to address this issue. Additionally, I would like to invite a representative from Sportium Casino to join this conversation to assist in resolving this complaint.
Dear Sportium Casino,
could you please clarify the reasons behind the player's account being blocked? We would appreciate it if you could provide relevant evidence as well. You may share your statement and any accompanying evidence in this conversation or forward it to my email address, jana.k@casino.guru.
Thank you in advance for your cooperation and assistance in this matter.
Kind regards,
Jana
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1 month ago
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.
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1 month ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the DGOJ Gaming Authority (https://www.ordenacionjuego.es/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Jana
