Sportuna Casino - Player’s account has been closed with missing funds.

Subject: Complaint Against Sportuna Casino – Missing Balance and Unpaid Withdrawal

Dear Casino Guru Team,

I would like to submit a complaint against Sportuna Casino regarding my account balance and an unpaid withdrawal.

After winning a jackpot, my account balance reached approximately 52,000 EUR. I did not authorize any further gambling activity that would explain the disappearance of these funds. The money disappeared from my account, and I have not received a clear explanation or evidence showing how the balance was lost.

I also requested a withdrawal of 2,400 EUR, but the payment was not completed despite waiting several days. After contacting the casino, my account was closed, and Sportuna claimed that the funds were lost through gameplay, which I strongly dispute.

I request a full investigation and that Sportuna Casino provide:

- complete transaction history,

- complete game history with timestamps,

- proof of all bets made,

- explanation of the missing balance,

- reason for closing my account.

I have screenshots and records of my account, balance, withdrawal request, and communication with the casino.

I kindly ask Casino Guru to review this case and help me obtain a transparent explanation and fair resolution.

Kind regards,

Mario ****

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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.

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Hello,

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 advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hallo Tomas,

vielen Dank für Ihre Antwort.

Ich habe mehrere Jahre bei Sportuna gespielt und insgesamt mehrere Zehntausend Euro verloren. Mein Konto wurde gesperrt, nachdem ich einen Jackpot gewonnen hatte. Zum Zeitpunkt der Sperrung befanden sich rund 52.000 € auf meinem Spielerkonto.

Ich habe die Sperrung per E-Mail erfahren. Ich habe hauptsächlich Spielautomaten (Slots) gespielt. Mein Guthaben stammt nicht aus einem Bonus, sondern aus meinen eigenen Einzahlungen und Gewinnen.

Ich habe eine Auszahlung beantragt, diese wurde jedoch nicht bearbeitet. Nach mehreren Tagen war mein Kontostand plötzlich 0 €, obwohl ich nach meinem Wissen nicht gespielt habe. In der Spielhistorie konnte ich diese Verluste nicht nachvollziehen.

Ich werde Ihnen alle E-Mails sowie Screenshots meiner Kommunikation mit dem Casino an tomas@casino.guru senden. Ich verfüge außerdem über Screenshots meines Kontostands und weiterer relevanter Informationen.

Vielen Dank für Ihre Unterstützung. Ich hoffe, dass Sie mir helfen können, mein Geld zurückzubekommen.

Mit freundlichen Grüßen,

Mario ****

Dear Marinjo555,

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, Martina (martina.b@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,

Tomas

Dear Marinjo555,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Sportuna Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Marinjo555,

Thank you for reaching out to us.

After reviewing your case we can confirm that on the 27.06 you made a win of 50.000 EUR.

Furthermore, please be informed that the funds have been used throughout the gameplay.

Additionally, please be informed that all requested withdrawal requests have been cancelled by you.

We are currently gathering the history of gameplay of the costumer and will provide additional proof as soon as possible.

We hope this helps to clarify the case.

Kind regards,

Sportuna Team

Dear Sportuna Team,

Thank you for your reply.

However, I do not accept your claim that the €50,000 was used for gameplay because I did not play those games.

Please provide the complete gameplay and transaction history, including:

the exact date and time of every bet,

the amount of every bet,

the name of each game played,

the IP address and device information used for every gaming session,

all login and logout records for my account,

the reason why all of my withdrawal requests were cancelled.

I would also like to point out that my account was closed before I was able to verify the alleged gameplay, preventing me from accessing my account and reviewing the activity myself.

Until you provide complete evidence, I reject your claim that I personally used these funds.

I kindly ask Casino Guru to wait for Sportuna to provide all the requested evidence before reaching any conclusion.

Kind regards,

Marinjo555

Dear Sportuna Casino Team,

Once you have gathered all the relevant information and supporting evidence, could you please send it to my email address: martina.b@casino.guru?

This may include the player’s game log and any other documentation relevant to the case.

Please rest assured that all evidence will be treated as strictly confidential and used solely for our internal assessment of the complaint.

Thank you very much in advance for your cooperation.

Dear Martina,

Thank you for your patience.

We kindly ask you to check your emails where we provided you further information regarding this case.

Dear Marinjo555,

Thank you for your reply.

Please be informed that your request of your game history has been forwarded and all information will be provided to you as soon as possible.

Thank you for your understanding.

Kind regards,

Sportuna Team

Dear Sportuna Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

Thank you for your reply.

Could you kindly review, as we did not receive any reply to our email.

We would kindly ask to resend your reply in order for us to review your request.

Thank you for your understanding.

Kind regads,

Sportuna Team

Dear Sportuna Casino Team,

thank you for letting me know!

I have resent my reply. Please if you have not receive it, could you please give me another email address I should send it to?

Thank you so much in advance

Dear Martina,

Thank you for your reply.

Unfortunately, we still did not receive your reply.

We send you an email again, could you kindly check if you received our email and reply.

Kind regards,

Sportuna Team

I have not received any new email from Sportuna regarding this case. I am still waiting for a proper explanation and supporting evidence.

The main issue remains unresolved: Sportuna confirmed that I had a €50,000 profit on June 27, but the funds were subsequently missing from my account. I maintain that I did not continue playing with these funds. My requested withdrawals were also cancelled, and my account was later closed.

I kindly ask Casino Guru to continue investigating this matter and request from Sportuna the complete and verifiable game history, transaction history, withdrawal history, and evidence showing exactly how the €50,000 was allegedly used in gameplay.

I am still waiting for a clear explanation of where these funds went

Dear Sportuna Casino Team,

no email have been received.

Please try to send it again to martina.b@casino.guru

Thank you

Dear Martina,

I would also like to add an important point to the case.

After requesting the withdrawal, I waited for 7 days for the payout. After this waiting period, my account was blocked/closed by Sportuna.

Sportuna now claims that the €50,000 was subsequently used for further gameplay. However, I have not received any evidence proving this, and neither have you.

More than a month has now passed, and Sportuna still has not provided the promised gameplay and financial transaction history.

I believe it is very important to establish exactly what happened during those 7 days, including the withdrawal request, any alleged gameplay, the account balance and the exact time when my account was blocked/closed.

Please take this into consideration when reviewing the case and ask Sportuna to provide the complete evidence.

Thank you for your help

Dear Martina,

I would also like to point out that Sportuna clearly states that withdrawals are processed within 2–3 working days. However, I waited 7 days for my withdrawal, and then my account was blocked/closed.

This is especially important because Sportuna now claims that the €50,000 was subsequently used for further gameplay. I have still not received any evidence proving this, and neither have you.

More than a month has now passed, so I believe Sportuna should finally provide the complete gameplay and financial transaction history showing exactly what happened to the €50,000.

Thank you

"Hello, I would like to update you on my case. Since the casino has completely closed my account with a balance of €52,271.99 and is refusing to cooperate, I have officially submitted a formal complaint to their licensing authority, Anjouan Gaming Board. I have provided them with all the screenshots, transaction history, and proof of my verified account. I am strictly demanding a full investigation into this casino's fraudulent behavior and the release of my funds.

Dear Martina,

We would like to ask you to check resent response provided by mail.

Thank you in advance.

Kind regards,

Sportuna Casino Team

Hello Marinjo555,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina 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 Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update and for explaining the situation.

I understand that Martina is currently on vacation, and I am willing to wait for her return. Since she is already familiar with my case and has been communicating directly with Sportuna Casino, I agree that it is best for her to continue handling the case.

I appreciate your assistance and patience. I look forward to hearing from Martina once she returns.

Best regards, Marinjo555

Dear Marinjo555,

Thank you very much for your patience and for waiting for my return. I truly appreciate it!

Dear Sportuna Casino Team,

I have sent you my response. Could you please review it and reply at your earliest convenience?

Thank you very much in advance for your cooperation.

Dear Martina,

Thank you very much for your message and for continuing to follow up with Sportuna Casino regarding my case. I really appreciate your help and patience.

I will wait for Sportuna’s response. Please let me know if you receive any information or evidence from them.

Thank you again for your assistance.

Best regards,

Marinjo555

Dear Martina,

Thank you for your reply.

Please be informed that we did not receive any reply from you via email.

Could you please resend your email as reply to our information send and let us know which additional data are still requested.

Thank you for your understanding.

Kind regards.

Sportuna Team

Dear Sportuna Team,

Thank you for your reply.

I would like to point out that I have also still not received the requested documentation from you.

You previously stated that you would provide the relevant information and evidence regarding my account, gameplay and transactions. I have been waiting for this information for a long time.

It is very disappointing that this matter is still being delayed. If Martina’s email was not received, please contact her directly and resolve this immediately.

I kindly ask you to send the complete requested documentation to Martina and also provide me with a copy.

I do not want this matter to be delayed any further. I expect the information and evidence you previously promised to provide.

Kind regards,

Mario

Dear Sportuna Casino Team,

there has been obviously some issue, I am forced to post my email here, so that you can provide me more info.

"Thank you very much for the screenshots.

They have helped me understand the situation better. However, since the player does not appear to be aware that these funds were lost during gameplay, I would kindly ask you to provide the complete game log for the relevant period.

The individual screenshots give us some context, but I am unable to consider them sufficient supporting evidence on their own. A full game log would allow us to clearly verify what happened and assess the case fairly.

Please rest assured that the information will remain strictly confidential and will be used solely for our internal review.

Thank you very much in advance for your cooperation."

Dear Martina,

Thank you very much for your message and for continuing to investigate my case.

I would like to confirm that I have never received the complete game log for the relevant period from Sportuna. The screenshots they provided are not sufficient for me either, as they do not allow me to verify exactly how the funds were allegedly lost during gameplay.

I therefore fully support your request for the complete game log and any other relevant transaction/gameplay records.

I kindly ask Sportuna to provide the full and unaltered game history for the relevant period, including all bets, wins, losses, timestamps and balance movements, so that the situation can be independently verified.

Thank you very much for your continued help and for handling this matter fairly.

Kind regards, Marinjo555

Dear Martina,

Thank you for your reply and clarification.

Please be informed that we requested the data from the relevant department and will provide you with all information as soon as possible.

Dear Marinjo555,

Thank you for your reply.

We would kindly like to apologize for the delay in your case.

Please be informed that we marked your request with priority and expect that the data will be send to you in the nearest time.

We thank you for your understanding.

Kind regards,

Sportuna Team

Dear Martina,

Thank you for your patience.

We would kindly ask you to check your emails where we provided you with the requested information.

We hope this helps to clarify the case.

Kind regards,

Sportuna Team

Dear Sportuna Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Also I wanted to ask if you have any note in your system of player winning a jackpot of 54 000€?

Thank you very much in advance.

Dear Marinjo555,

I am right now discussing the case with the casino. There has been still some information that needs to be clarified, but I wanted to ask you if you have any evidence of winning a jackpot of 54 000€ (beside that one screenshot), and when exactly(date and time) that happened?

Please let us know.

Thank you very much in advance

Dear Martina,

How could I have any other evidence when Sportuna closed my account and I no longer have access to my account history?

The screenshot I provided is the only evidence I have. Sportuna should have the complete records in their system, including the exact date and time of the jackpot, the game history, balance history and transaction history.

I kindly ask you to request this information directly from Sportuna, as I have no way to access it myself after my account was closed.

Thank you for your understanding and for continuing to investigate this case.

I believe there is an important issue that needs to be clarified.

If Sportuna claims that I lost the €50,000–€54,000 through further gameplay, I would like to understand why my account was not closed or restricted while I was previously losing substantial amounts of money. Why was the account only closed after the significant win?

Furthermore, Sportuna has stated that the account was closed at my request. I categorically deny making such a request. Therefore, I would like Sportuna to provide clear evidence showing when, how, and by whom the account closure was requested.

Please also ask the casino to provide the complete account history, including the exact date and reason for the closure, all communications related to the closure, and the relevant gameplay and financial records.

I believe this information is essential to properly understand what happened to the funds

Dear Martina,

Thank you for your reply.

Please find our answer in your emails.

We hope this helps to clarify the case.

Kind regards,

Sportuna Team

Dear Marinjo555,

After reviewing the complete gameplay record, I can confirm that the disputed balance was recorded as being used through gameplay. As you maintain that you did not authorize this activity or cancel the withdrawals, the remaining issue concerns possible unauthorized access to your casino account.

Unfortunately, Casino Guru does not have the legal authority or technical resources to investigate cybercrime or determine who accessed an account. Such matters must be investigated by the relevant authorities, and you should provide them with the available account and gameplay records.

For this reason, I am unable to pursue the complaint further and must close it as rejected. This conclusion does not mean that I have determined who performed the disputed activity; it reflects that the remaining allegation falls outside the scope of our complaint-resolution service.

Thank you for your understanding.