The player from Germany had requested self-exclusion from Sportuna in January 2025 and had received confirmation that her account would be permanently closed. However, she was able to access her account a year later and lost €510 before realizing she could still deposit and play. After contacting support for a refund, her request was denied, and her account was closed again, which led her to question the compliance with player protection rules. The casino later reviewed the case and offered a refund for the losses incurred during the account reopening period. The player accepted the refund, which was processed, and the complaint was subsequently resolved by the Complaints Team.
Sportuna Casino - Player's account reopened despite self-exclusion.
Resolved
Our verdict
Case closed
Amount: €510
Sportuna Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
On January 10, 2025, I explicitly requested self-exclusion from Sportuna due to problematic gambling behavior. This was confirmed to me in writing with the information that my account would be permanently closed and could not be reopened.
About a year later, I received an advertisement via email and was able to log back into my existing account without having to register again. The account was active, and I was able to make deposits and play on February 19, 2026. On that day, I lost a total of €510.
After realizing that my account was accessible again despite my self-exclusion, I contacted support and requested a refund. Initially, the case was forwarded to the relevant department, but subsequently rejected with reference to the terms and conditions ("no refunds after placing bets").
My account has since been permanently closed again.
I am now wondering how it is possible for an account to be active again and for deposits to be possible despite a confirmed self-exclusion, and whether this is compatible with the player protection rules.
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2 months ago
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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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Stay safe.
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2 months ago
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 share your self-exclusion request from January 10th with me? Forward it to my email at tomas@casino.guru
- Have you unsubscribed from the casino's marketing communication? (newsletters, ads)
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
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2 months ago
TranslationHello, I have sent you all the information.
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2 months ago
Dear mex26,
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, Martin (martin.l@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
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2 months ago
Hello mex26,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on.
Dear casino representative,
could you please check the case and explain the matter to us? Why was the account reopened? Also, would you be able to provide us with the player's deposit history?
Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru
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2 months ago
Dear mex26,
Thank you for reaching out to us.
We are sorry to hear about your situation.
We would kindly like to inform you that your case has been forwarded for further review.
You will be contacted as soon as possible with further information and updates.
We thank you for your understanding.
Kind regards,
Sportuna Casino Tea,
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2 months ago
Dear casino representative,
thank you for your response, we will be awaiting the result of your review.
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2 months ago
Dear mex26,
Thank you for your patience.
We would kindly like to ask you to check your emails where we offered you the refund of the losses made during the time of reopening.
If you agree, please answer with your details in order to proceed with your payment.
Kind regards,
Sportuna Casino Team
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2 months ago
TranslationThank you,
I replied to them.
Best regards
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2 months ago
Dear parties,
thank you for your cooperation. Please provide us with the communication, so we can help with the mediation process.
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2 months ago
Dear All,
Thank you for your patience.
We forwarded the details to the relevant department and expect the finalization of payment in the nearest time.
Thank you for your cooperation.
Kind regards,
Sportuna Team
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2 months ago
Dear mex26,
can you please update us on the current proceedings? Have you accepted a proposal for a refund?
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2 months ago
TranslationThe case can be closed; I have received the refund.
Thank you so much for your help.
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2 months ago
Dear mex26,
We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Sportuna Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, 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 any 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,
Martin
Casino.Guru
