Sportuna Casino - Player’s account closure request was ignored.

Hello,

I would like to submit a complaint against Sportuna Casino regarding my gambling activity and the way my account was handled.

During my time playing on Sportuna, I repeatedly contacted support requesting that my account be closed because I felt that I was losing control over my gambling and it was negatively affecting my financial situation.

Despite clearly expressing my concerns, my account was not properly closed in a timely manner and I was able to continue depositing and gambling.

Additionally, I continued receiving promotional emails and bonus offers encouraging me to deposit and play, even after I had requested account closure and asked to stop receiving such communications

In total, my losses on gambling platforms including Sportuna reached approximately 400000 CZK 

I believe that proper responsible gambling measures were not applied in my case, as my requests for account closure were not respected and I was continuously encouraged to keep gambling.

The casino offered me a goodwill refund of 400 EUR, which I consider insufficient given the circumstances.

I have evidence to support my claims, including:

- emails requesting account closure

- records of promotional offers received after my requests

- communication with support

- details regarding withdrawal issues

I kindly ask for a full review of my case and a fair compensation.

Thank you.

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Dear AldaCze,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling Policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@sportuna.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Lizaro Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

I have checked your request, but I could not find a specific reason indicating self-exclusion due to gambling addiction. It is crucial that the player's request includes wording that can be clearly recognized as a gambling problem, as this should trigger the self-exclusion process at the casino.

Examples of wording that should trigger the process include:

• gambling problem
• problem gambling
• gambling addiction
• gambling issue
• pathological gambling
• compulsive gambling
• ludomania
• ludopathy
• addiction-related struggles
• suicidal thoughts
• mental health impacts
• loss of control
• inability to control gambling
• urgent need for help

Could you please specify the exact reason for closing your account?

Can you specify the dates on which you requested your account to be closed and when you made transactions in your account?

Thank you in advance.

Kind regards,

Petra