Sportuna Casino - Player’s account has been closed without reason.

Buenos días, el pasado día 12 de octubre de 2025 decidí abrir una cuenta en el casino Sportuna realizando un depósito y comenzando a jugar tanto al casino en vivo como principalmente a apuestas deportivas.

Los días 9 y 12 de diciembre realizo de nuevo dos ingresos de 300€ cada uno.

Sin embargo, el día 17 de diciembre y con aproximadamente 650€ de saldo, me doy cuenta que no puedo iniciar sesión saliendo un mensaje (Adjunto captura) en el que me indican que mi cuenta está en revisión.

Cabe destacar que en ningun momento he recibido un email o comunicación advirtiéndome sobre dicha situación.

Desde ese día me he comunicado vía email con el casino recibiendo el día 24 de diciembre una comunicacion indicándome que mi cuenta ha sido cerrada en virtud de los artículos 9.1, 9.2 y 9.3.

Estos artículos indican unos hechos que por supuesto son total total y absolutamente falso.

Desde el mismo 24 de diciembre llevo enviando emails donde solicito me indiquen la forma de recuperar el saldo que había en mi cuenta, recibiendo constantemente email contradictorios que lo único que me generan es una enorme frustración dado que no hay ninguna intención de abonarme mi dinero.

Es por todo esto que recurro desesperadamente a Casino Guru para que ayude a recuperar dicho dinero.

Saludos y gracias de antemano

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Luisgui,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Can you provide any details about the message you received when your account was under review?

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

Petra

Buenos días Petra, en primer lugar no había pasado el proceso de verificación ya que el casino no me lo había solicitado.

Por otra parte, no acepté ningún tipo de bono de bienvenida ni de ningún otro tipo de bono.

Por último, le adjunto la contestación que recibí al comunicarme con ellos para que me explicarán que sucedía con mi cuenta:

Nos comunicamos con usted para informarle sobre una decisión importante relacionada con el estado de su cuenta.

Tras una minuciosa consideración y una revisión exhaustiva de las circunstancias de su cuenta, lamentamos informarle que su cuenta ha sido cerrada debido a una decisión administrativa.

Entendemos que esta noticia puede ser decepcionante y queremos asegurarle que esta decisión no se tomó a la ligera. Esta basada en nuestros términos y condiciones T&C punto 9.3 y 9,4

Nuestra administración se dedica a mantener un entorno seguro y conforme para todos nuestros clientes. Para preservar la integridad de nuestros servicios, es fundamental que cumplamos con ciertas políticas y protocolos.

Si necesitan cualquier tipo de información adicional estaré encantado de proporcionarla.

Muchas gracias y saludos

Thank you for your reply and for providing the previous details, Luisgui.

• Could you kindly confirm, to the best of your knowledge, whether you have intentionally or unintentionally utilized any prohibited tools or strategies, or if you have taken advantage of any errors related to systems or bonuses?
• Have you received any further communication from the casino since December 24th? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Buenos días, a la primera pregunta le puedo responder categóricamente NO, en ningún caso ni voluntaria ni involuntariamente. Simplemente he estado usando mi cuenta como diversión, es más ni siquiera he ganado dinero en el casino, en el cual estoy en perdidas.

No tiene ningún sentido.

Todas las comunicaciones que he tenido con el casino van a ser enviadas al correo electrónico que me ha facilitado.

Un saludo y muchas gracias por su labor

Dear Luisgui

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 Samuel (samuel.s@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,

Petra

Dear Luisgui,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Sportuna Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Sportuna Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the account closure and whether any remaining balance is affected.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Buenas días Samuel, el placer es mío. Antes que nada, darte la gracias a ti y al equipo de casinoguru por la ayuda que nos prestáis a los jugadores antes los abusos de los casinos.

No ha habido ninguna actualización sobre el caso ni por supuesto el casino se ha puesto en contacto conmigo, cosas que no ha realizado en ningún momento pese a haber cerrado mi cuenta. En todo el proceso,.el casino se ha limitado a responder los emails que yo le enviaba evitando responder cuando le cuestionaba sobre mi dinero.

Es evidente que el casino no tiene ninguna intención de devolver el dinero que se ha apropiado de forma fraudulenta. Que existan casinos así genera muchísima inseguridad en los jugadores los cuales no sentimos total y absolutamente desprotegidos.

Saludos

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Es lamentable que ni siquiera respondan y den la cara. Te cierran la cuenta sin avisar, sin ningún motivo, se quedan con todo el saldo y se niegan a responder.

Buenas tardes, acabo de recibir un correo electrónico como respuesta a un queja forma enviada ayer en la que reconocen que se apropian de la totalidad del saldo existente en virtud a una cláusulas genéricas. En las que no se especifican ni el motivo ni las pruebas que llevan al cierre de cuenta. Copio el correo q continuación:

Adam (Sportuna)

18 feb 2026, 12:37 EET

Dear Guillermo, 

We hope you find this email in good health!

Upon reviewing your concerns, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website:

3.9 :- We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

9.3 :- We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

<...>

Consequently, in accordance with the previously mentioned articles, we would like to reiterate the balance was voided and not available for your account and this is our final decision. 

We trust that this information will assist in clarifying the matter for you.

Our team extends its best wishes for your future endeavors.

Warm regards,

Sportuna team. 

Buenas tardes, he investigado que sportuna tiene su regulador en Filipinas. Les he emcuestonsdondobre los paso a seguir y he recibido respuesta oficial del regulador de Filipinas, la Philippine Amusement and Gaming Corporation (PAGCOR), indicando que Sportuna NO está licenciada ni acreditada por ellos.

PAGCOR también informa de que el sitio será remitido a otras autoridades filipinas para su investigación.

Por tanto, nos encontramos ante un casino ilegal que miente sobre su regulador. Solicito a Casino Gurú que cambie radicalmente la valoración que tiene acerca del casino.

Adjunto captura de la respuesta del regulador.





Hello Luisgui,

thank you for your updates and for sharing all the information so far. Before we proceed further, could you clarify where you obtained the information from regarding PAGCOR and Sportuna’s licensing status? It would help to understand the source of this information so that it can be verified properly.

Please also keep me updated on any further responses you receive from the casino or authorities.

Hello all,

We kindly inform you that we will need some time to review the case and we will have updates for you as soon as possible.

Thank you. for your patience and understanding.

Best regards,

Sportuna Team

Hello everyone,

Thank you, Sportuna Casino, for the update. I understand and respect that you need some extra time to review the case, so I will give you the additional time requested.

Luisgui, regarding the information you shared: the first link appears to be an outdated review, and the other two links seem misleading - they mimic official casino addresses but when attempting registration they redirect to different casinos. For safety, I recommend relying exclusively on information available directly on the official Sportuna Casino website.

Since the casino does not appear to be licensed, it is likely that they do not wish to disclose the operator or owner publicly.

Thank you both for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Luisgui,

We are writing to confirm that we have approved the repayment of your winnings in the amount of 650 EUR.

Please note that your account will remain closed in accordance with the terms and conditions outlined in our email sent on February 18, 2026.

To facilitate the transfer of your funds, please provide the following bank details by replying to our most recent correspondence:-

• Full Name (please include all names including middle names) : 

• E-mail : 

• Bank Account’s Owner name : 

• IBAN/Account no. : 

• Bank Name : 

• Bank location (Country) :

• SWIFT/BIC :

We look forward to receiving these details at your earliest convenience.

Best regards,  

Sportuna Casino team.

Buenas noches, ya le he enviado la documentación solicitada.

Espero recibir el pago para cerrar el caso

Hello everyone,

Luisgui, thank you for your update and for providing the requested documentation. Please let us know once the funds have arrived, or feel free to close the complaint yourself once the payment is received.

Sportuna Casino, thank you very much for your support and for facilitating the repayment of the player’s winnings. Your assistance in resolving this complaint is greatly appreciated.

Buenas tardes Samuel, estoy a la espera de recibir el reembolso. Una vez lo reciba le avisaré por aquí para que podamos cerrar el caso.

Gracias y un saludo

Hello everyone,

thank you, Luisgui, for the update. Please keep us posted once the funds arrive. As a reminder, you also have the option to use the Resolve button in this thread to close the complaint yourself once the payment is received.

Dear Luisgui,

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.

Buenas tardes Samuel, sigo a la espera de recibir el dinero, cosa que aún no se ha producido.

Cualquier novedad la comentaré por aquí de forma inmediata.

Saludos

Hello Luisgui,

thank you for your update. I understand that you are still waiting for the payment.

Please keep me informed as soon as there is any progress or once the funds are received. I will continue monitoring the situation.

Dear Luisgui,

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.

Sportuna me mandó un correo diciendo que el pago iba a ser enviado, sin embargo, al día siguiente recibí un correo diciendo que el mismo había sido cancelado.

Les he escrito un correo electrónico, solicitando el motivo de la cancelación, ya que presumiblemente puede ser un error en la cuenta, y les he enviado una nueva forma de pago.

Aún no he recibido respuesta

Hello everyone,

thank you for the update.

Dear Luisgui,

I appreciate you keeping me informed. I understand that the payment was first approved, then cancelled, and that you have already provided a new payment method.

At this point, I kindly ask you to let me know as soon as the casino responds to your email or if you receive any further update regarding the payment.

Dear Sportuna Casino,

could you please clarify why the initial payment was cancelled and confirm whether the newly provided payment details are sufficient to proceed with the transfer? Additionally, please advise on the expected timeframe for completing the payment.

I will continue monitoring the case and look forward to your response so we can move this toward a resolution.

Buenas tardes, acabo de recibir de forma integra el dinero que el casino estaba retenido.

Por mi parte, el caso está resuelto y puede ser cerrado.

Agradezco enormemente la colaboración de Casinoguru y en especial de Samuel por la paciencia y la inestimable ayuda que prestáis.

Igualmente agradezco al Casino que finalmente me haya devuelto la integridad del dinero retenido.

Saludos a todos

Dear Samuel,

We are writing to clarify that the manual withdrawal of the balance for the Luisgui account was successfully processed. The funds were dispatched on April 3, 2026, and the recipient confirmed receipt of the transaction on the same date.

Accordingly, we consider this matter resolved from our side.

We look forward to your to your update.

Kind regards,

Sportuna Casino team.

Hello everyone,

I would like to thank Sportuna Casino for their cooperation and assistance in resolving this matter. Your support is greatly appreciated.

Dear Luisgui, we’re glad to hear that your issue has now been resolved. We’ll go ahead and mark the complaint as ‘resolved’ in our system. We sincerely appreciate your cooperation and confirmation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We’re always here to help.

As you know, we do not charge for our services, nor do we accept gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru