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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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.