Sportuna Casino - Player's account is reopened after self-exclusion.

Subject: Sportuna Casino breached self-exclusion and enticed me back whit bonuses.

Dear Casino GuruTeam, i am filing a complaint against Sportuna Casino for a severe breach of Responsible Gambling regulations. On 14.07.2026. I explicitly requested self-exclusion due to gambling problems. Shortly after, the casino violated its duty of care by sending me a promotional email offering bonuses to reactivate my account.

Due to this unlawful marketing enticement, I relapsed and deposited 313500 HUF, which I subsequently lost.

I contacted their support, but they refused a refund, citing terms 4.1 and 6.6.2, claiming that since the funds were wagered, no refund is possible. However, these terms should not apply because the account should have been strictly closed, and I should never been allowed to deposit or receive promotional materials after my self-exclusion request.

I have a full evidence (screenshots of my self-exclusion request and their bonus email sent after the request) which I am ready to provide.

I request a full refund of all deposits made after my self-exclusion request.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the casino's response to your account suspension request from July 14? Please send me the complete email communication in its original format, preferably as .eml or .msg files, to veronika.f@casino.guru.
• Did you receive any other communication from the casino between your July 14 request and the reactivation offer you received on August 26 concerning the status of your account or the duration of its suspension?
• When you received the reactivation offer on August 26, did you reply to the casino and explicitly ask for your account to be reopened? If so, please forward this communication as well.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for taking my case. 

1. I have just forwarded the complete, original email from July 15 (confirming my permanent account closure) directly to your email address (veronika.f@casino.guru).

2. No, I did not receive any other communication from the casino regarding the status or duration of the suspension between July 14 and August 26.

3. Regarding the offer on August 26, I replied to their email asking to reopen the account. I have also forwarded this reply to your email address.

Thank you for your help, I hope we can resolve this soon.

Thank you for your emails. However, I noticed that your self-exclusion request dated 14 July was sent to Slotuna Casino, while this complaint concerns Sportuna Casino.

Do you have any emails showing that you also requested to be self-excluded from Sportuna Casino on 14 July? If so, please forward the original email containing this request to me.

Dear Veronika,

Thank you for your response. I need to clarify a very important detail regarding this.

I have never registered an account, nor have I ever played at Slotuna Casino. The initial self-exclusion request I sent on July 14 was addressed to Sportuna Casino, where I actually had my active profile.

As a matter of fact, right after I received that confirmation email from the agent (Anna) on July 15, my Sportuna account was indeed successfully closed and suspended. This proves beyond doubt that the email was meant for my Sportuna profile.

Because Sportuna and Slotuna belong to the same operator/group and share the exact same customer support backend, the agent simply made a typographical error and mistakenly used a Slotuna template. The fact that they later allowed me to log back in and deposit on Sportuna is a result of this internal administrative confusion and system failure on their end.

Therefore, the email from July 15 was the official confirmation of my permanent closure for Sportuna.

Thank you for your un

derstanding.

Did you receive any notification specifying how long the suspension of your account would remain in effect?

The email you received from Slotuna support does not appear to contain any confirmation that your account was actually closed or suspended. It only contains a recommendation to visit websites dedicated to responsible gambling.

Additionally, in your message from 14 July, you asked the casino to suspend your profile, but you did not specify the period for which you wished to be self-excluded.

Did the casino subsequently confirm that your account had been suspended and specify how long the suspension would remain in effect? If so, please forward me this communication.

Dear Veronika,

Thank you for your response. I would like to clarify the entire situation and the exact chain of events based on the emails, as the casino's shared backend system explains the confusion between the brands.

1. I have never registered an account, nor have I ever played at Slotuna Casino. The account where I actually had my active profile and where I suffered losses was Sportuna Casino. 

2. To clarify the timeframe, here is the exact text of the email I sent to request the suspension:

"Szeretném kérni, hogy függesszék fel a profilomat, mert már rengeteg pénzt veszítettem el, és ez csak tönkre fog engem tenni, be szeretném fejezni ezt amíg nem leszek szerencsejáték függő!"

(Translation: "I would like to ask you to suspend my profile because I have already lost a lot of money and this will only ruin me, I want to finish this before I become a gambling addict!")

Under responsible gambling regulations, since I explicitly mentioned severe financial loss and the fear of gambling addiction, the casino was obligated to treat this as a permanent self-exclusion immediately.

3. Here is the exact chain of events regarding the support communication:

- On July 14, I received a promotional email signed by an agent named Bella. Even though it had a Slotuna template, I replied directly to this email to demand the immediate closure of my gambling profile due to the addiction issues mentioned above.

- On July 15, another agent, Anna, replied to this thread stating: "...fiókját menedzsment döntés alapján végleg lezártuk..." (Translation: "...your account has been permanently closed based on a management decision..."). Following this confirmation, my Sportuna account was indeed successfully locked and became completely inaccessible. This proves that their backend system applied my request to my active Sportuna profile.

- Finally, in August, the exact same agent, Bella, contacted me again, but this time sending a reactivation bonus offer specifically for Sportuna Casino, which led to my relapse and subsequent deposits.

This proves beyond doubt that both brands operate under the exact same backend system and customer support team. The email from July 15 was the official confirmation of my permanent closure for Sportuna, and the casino is fully responsible for failing their duty of care by enticing me back.

Thank you for your assistance.

Dear sztojesz7,

After reviewing the available correspondence, I’m sorry to inform you that I cannot proceed with your complaint, as the evidence does not establish that your July self-exclusion applied to Sportuna Casino.

Your July request and the permanent-closure confirmation identify Slotuna Casino. I understand your explanation that the casino used the wrong brand name. However, the correspondence does not confirm that this was a template error or that the closure concerned your Sportuna account. Sportuna’s subsequent reopening email does not establish the reason for the original closure.

Self-exclusion at one casino does not automatically apply to other brands. There is no documented confirmation in the available evidence that your exclusion covered Sportuna or that Sportuna received your gambling-related closure request before the disputed losses.

Without this evidence, I cannot substantiate your refund claim and must reject your complaint. If you obtain new evidence confirming these points, you may request that the complaint be reopened.

For additional support, I recommend the BetBlocker website. BetBlocker is a free tool provided by a UK-registered charity that can block thousands of gambling websites across multiple devices, either continuously or during selected vulnerable periods. Setup is quick; it works quietly in the background, supports multiple languages, and can be used anonymously. You can also learn about our Global Self-Exclusion Initiative.

Please note that BetBlocker may also block gambling-information websites, including Casino Guru. Leave the Casino Guru blocking option unchecked during setup if you wish to retain access to your complaint or our resources.

Best regards,

Veronika

We’ve reopened this complaint at the request of sztojesz7. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear sztojesz7

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, Igor (igor.p@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,

Veronika

Dear sztojesz7,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Sportuna Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Sportuna Casino representative to join this conversation and participate in resolving this complaint.

Dear Sportuna Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Sportuna Casino Team

Dear Sportuna Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear sztojesz7,

We recently sent an email requesting your bank details so we can proceed with processing your refund of 313,500 HUF. Please share these details at your earliest convenience.

We look forward to hearing from you.

Kind regards,

Sportuna Casino team.

Dear sztojesz7,

The casino has sent you an email requesting your bank information in order to proceed with your refund.

Please let us know once you have replied to the email. Thank you.

Dear Igor,

I have replied to Sportuna Casino's email, and the issue will likely be resolved. Thank you for your help, and I wish you all the best!

Dear sztojesz7,

You can also use the Resolve button to automatically mark this complaint as resolved, once you receive the refund. Thank you.

Dear Sportuna Casino,

The player has sent you their bank details.

Please let us know whether you have received the email. Also, please keep us updated on any news regarding this case. Thank you.