Sportuna Casino - Player's account has been closed but funds are not refunded.

I have closed my account citing a gambling problem. The casino in question opened the account without my request and informed me about it by email.

They have promised many times to return the deposited amounts, but they do not return them or respond to emails.

Dear Majeju,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sportuna Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward your initial account closure/self-exclusion request to my email at tomas@casino.guru?
• Could you please explain when was your account reopened and forward the email you received from the casino regarding the reopening?
• When did you request a refund of your lost funds from the casino?

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.

Best regards,

Tomas

My account was reopened in February, they sent me an email about it. I closed my account over a year ago, citing a gaming problem. I have been requesting my funds back since 11.2.

Thanks for your reply.

Your initial self-exclusion request is an indispensable piece of information we require to review to proceed with the complaint.

Please forward it to my email at tomas@casino.guru

They always say the same thing over chat.

Thanks for your reply.

Unfortunately, without proof, you informed the casino about a gambling problem we are unable to confront the casino and request a refund. Since you confirmed your account has been closed there is no further action we can take.

Please consider taking advantage of the following resources:

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link

https://casino.guru/problem-gambling-help-centers

Please let me know if there is any information I might not have considered or overlooked, otherwise your complaint will be closed.

Dear Majeju,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you for contacting our customer service.

We fully understand your concerns and deeply apologize for the situation and any inconvenience this may have caused.

We take this matter very seriously and have escalated the case to urgent processing. We are investigating the circumstances surrounding your account opening and reviewing the deposits made during February 2025.

We assure you that we will get back to you as soon as possible after the investigation is complete. We appreciate your patience and want to ensure that the matter is handled properly and fairly.

If you have any further questions, feel free to contact us back via email at support@Sportuna.com or LiveChat and we will be happy to help you.

Best regards,

Sportuna.com

Dear Majeju,

• Have you heard anything else from the casino since your last post?
• Has the casino acknowledged making a mistake?

Please let me know about any further developments.

Send any correspondence that supports your complaint to my email at tomas@casino.guru

Thanks in advance for your reply and cooperation.

Today they answered and here they admit their mistake themselves!

Dear Majeju,

There's a difference between opening an account after a simple account closure and reopening an account after the player requested a self-exclusion due to gambling problems.

If we can't determine whether you informed the casino about your gambling problems, we can't confront the casino and ask them to refund you your lost deposits.

So far you haven't provided evidence you informed the casino about your gambling problems proving the casino should have protected you. If you happen to find such proof please contact me again and we'll try to assist you.

Sadly, due to insufficient evidence, the complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.