Sportuna Casino - Player believes that their withdrawal has been delayed.

Hi, let me explain the situation. I requested two withdrawals on June 22 and 23. Every week, Sportuna Casino, like others, gives away bonuses — for example, €5 free or 30 free spins for 10 cents. Once I won about €4 with one of these bonuses. I had to convert the amount with a X30 wagering requirement, and I reached €60 in bonus balance. Once I reached the goal, the bonus balance was converted into real balance, and by playing both at the casino and on sports betting I reached €222 in real balance. At that point I requested the withdrawal. However, I was not asked for anything nor did I receive the money, and I have been waiting for 14 days now. I contact support up to 20 times a day, but they always answer me the same things. Even by email they only tell me to "wait". It seems like a joke. I would like someone to help me solve this problem.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning, unfortunately nothing has arrived yet. I don't even get a response to emails. I've contacted support via chat dozens of times, but they are unable to help me with the withdrawal: they simply send reports, without any concrete follow-up. What should I do? In the section dedicated to questions about withdrawals it is clearly indicated that "payments to electronic wallets can be received instantly", instead I have been waiting for two weeks. I kindly ask that someone seriously intervene. Thank you.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Let me explain everything to you. I have been playing at this casino for over a year and have never been able to withdraw. I even tried to withdraw money about a year ago - I have all the evidence in my emails. I requested a withdrawal of €800, waited a couple of days, but it never came. In the end, I spent it all. It happens often - they make you wait because they want you to lose your money, and unfortunately that is exactly what happened to me last year. Now, back to the present and the current withdrawal of €222. I will answer your questions and attach the screenshots via your email: Have I ever made withdrawals? Yes, but without success. Have I completed KYC verification? No, they never asked me. Bonus used? I don't remember exactly - it doesn't appear in the bonus history, but I think it was free spins. they are free bonuses that the casino gives every week or 2 weeks it depends I lose them practically immediately because it is not easy but this time I managed to reach a good amount and I would like my winnings you can contact the sportuna casino and ask for explanations thanks

Sono passati 17 giorni

Nessuno risponde dopo 17 giorni qui siamo alla follia

Dear player, have you received the money?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear nicolet939,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika