Sportuna Casino - Player's withdrawal has been delayed and account is blocked.

I accumulated a large sum of money in my Sportuna account through sports betting and requested a withdrawal on November 14th. At that moment, my access to the account was blocked without any explanation, with the explanation that it was under review.

After a week without any contact or information, I started sending emails, in which they explained that they were experiencing an unexpected delay. It wasn't until December 6th (20 days later) that they requested documents for verification.

When I sent them, they told me I had to resend the documents, without giving any reason for rejecting the ones I had previously sent. On December 15th, I still hadn't heard anything, and I complained, since their website stated that withdrawals were processed within 3 business days. When I emailed them, they told me that as of December 15th, it was still within the 3-business-day period. I sent them a screenshot showing that I had requested the withdrawal on November 14th, and they were still saying they were within the deadline.

After this period of days during which they said they were within the deadline, they started telling me I had to upload the documents to the verification section in my profile, when they WON'T LET ME ACCESS MY PROFILE. Unbelievable.

I kept sending the documents by email, and they still didn't respond when I did.

After that, all their emails consisted of saying that they had forwarded the information to the relevant department, but that never ended with any new information for me.

After this, they started asking me for the same documents again and again, and although I sent them many times, they never responded by accepting them.

Since the beginning of January, they started asking me for patience again, indicating that everything was being reviewed by the relevant department, and since January 15th they have not responded to me.

I don't know what else to do. I haven't done anything illegal. My account is mine, with my data. I've given them everything they've asked for, and they keep creating problems.

I hope that with your help the issue can be resolved.

Thank you so much

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Dear Alejandr12345,

Thank you very much for submitting your complaint. Please allow me to ask you some questions, so I can better understand the situation.

Which documents were approved and which were not, to your knowledge?

Has the casino indicated that there might be a problem with approving specific documents?

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

Best regards, 

Attila

Thank you for trying to help me.

The latest documents that have caused me problems are the transaction history of my bank account, and the photo of me holding my ID card with a monitor with its page open behind me.

With the transactions, they're asking me for a document showing my income and expenses for a specific month, and that the document includes my credit card number. I've explained to them several times that the credit card is only for expenses, not income, so it's useless for what they're asking for. If they want to see my income and expenses, my bank statement needs to show my IBAN.

After explaining that to them, I sent them a screenshot of my banking app, which shows that my card is linked to my account number (IBAN), the statement of expenses for that period they requested, which shows the casino deposits made with my credit card number, and my bank statement for that month, which shows my income and expenses and also includes my account number (IBAN). I believe these documents more than prove that the account is mine and belongs to me; I don't know why they're making such a fuss.

Later, regarding the photo issue (which is silly), I've always placed bets from my mobile phone. When I tried to access the casino's website on my computer, it wouldn't let me in, I don't know why. It says access is restricted in my country, but I can access it without any problem on my phone. I've never used a VPN or anything, nor have I tried to hide my location. Since I can't access their website from my computer, I accessed it from a tablet I have, and I sent the image to the TV, and everything works perfectly.

I don't think I'm doing anything wrong. I might not have a computer at home, and how would I take the photo? Besides, what difference does that photo make? I've already uploaded photos of myself with my ID. I could upload a photo of myself with my ID from my phone on the website, but they'd tell me it has to be a monitor.

Those are the latest problems they're giving me.

They didn't specifically tell me there was a problem, but when I asked, they kept telling me to resend those specific documents. Finally, they told me to be patient, that it was being reviewed by the relevant department.

The last response I received was on January 18th.

I should also mention that I still can't access my account.

Thank you for your interest, and I look forward to your reply. Best regards

Hello, good afternoon.

I received an email 2 hours ago from Sportuna, in which they tell me that they verified my account on January 23rd.

Even so, I still can't access my account; it still shows that it's being verified.

I've replied to their email again requesting access. I'll let you know when I hear anything.

Thank you

Today I received another email after requesting access to my account, stating that, by decision of the administrators, I cannot make any withdrawals at the moment, without any further explanation.

What do they want to do, keep my money just because? For no reason?

Incredible

Dear Alejandr12345, Thank you for your response. Could you please clarify whether the casino has mentioned that the limitation on accessing your account is due to your play from a restricted country? Additionally, could you kindly confirm if you have uploaded the requested photo to the casino?

Thank you for your patience and cooperation.

Hello good

The casino does not have in its terms and conditions that my country (Spain) is restricted.

In fact, I have never hidden my country or used a VPN or anything similar.

My account was restricted right when I requested the withdrawal, not before. They haven't given me any reason for restricting my access in any of the emails; they've only slowed down my verification process.

In the last photo I sent you, they only tell me that they cannot process the withdrawal, without any reason.

I already took the photo and sent it, and according to them, I'm verified.

Dear Alejandr12345,

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, Lucia (lucia.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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Good afternoon.

First, I want to clarify that all my profits came from sports betting. In that case, you won't be able to help me? Thank you for clarifying.

On the other hand, they confirmed that I'm verified and that I should be able to access my account without any problems, but I still can't. I sent them a video and told them that if I still can't access it, they should at least confirm how much money I have in the account and process a withdrawal. That's why I also sent them the account ownership certificate.

I will keep you informed.

Thank you

Hello Alejandr12345,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully,

Lucia

Dear Alejandr12345,

Thank you for your follow-up.

We would like to clarify that you will not be able to log in to your account.

To ensure you receive your funds without further delay, we have requested your bank details to perform a manual transfer of your total balance.

We can confirm that your details have been received and the manual withdrawal is now in process with our Finance Department. We are working to complete this transaction as quickly as possible so that we can mark this complaint as fully resolved.

Thank you for your continued patience while we finalize this manual payout.

Best regards,

Sportuna Casino Team.

Dear Sportuna Casino Team,

Thank you for your update.

Could you please provide an estimated timeframe for when the transfer is expected to be completed? Having a clearer timeline will help us properly monitor the case and ensure the matter is resolved in a timely manner.

Additionally, we would appreciate it if you could keep us updated on the progress of the transaction and notify us once the payment has been successfully sent.

Thank you for your cooperation.

Dear Alejandr12345,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Sportuna Casino Team.

I requested my withdrawal on November 14th. Since then, it's been like this: me requesting my money, and them delaying all the procedures. They reply after a week, and when they do, they don't say anything.

I don't think this is normal in a "serious" casino.

Dear Sportuna Casino Team,

Thank you for the update.

Please continue to keep us informed regarding any developments in this case. I would also appreciate it if you could raise the priority of this complaint so that it can be resolved as quickly as possible, as the player has been waiting a considerable amount of time for his withdrawal.

Thank you in advance for your cooperation.

Dear Lucia,

Thank you for your follow-up regarding the player's withdrawal.

Please be advised that our Finance Team is currently still in the process of finalizing this manual withdrawal. Due to the nature of this specific transaction, it requires additional manual verification and handling outside of our automated systems.

We appreciate the player's patience while we complete these final steps. We will provide a further update as soon as the funds have been successfully dispatched.

Best regards,

Sportuna Casino Team.

Dear Alejandr12345,

We are pleased to inform you that the withdrawal request has been successfully processed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Sportuna Casino Team.

Dear Sportuna Casino representative,

thank you very much for the update. I will leave this complaint open until Alejandr12345 confirms his withdrawals have been paid out.

Hello, good afternoon.

I just received the money.

I wanted to thank Casino Guru, because I know this wouldn't have been possible without you. My money has been held since November and they weren't doing anything to return it.

Thank you very much, and I hope you lower the rating that Sportuna has on your page, as it is not very accurate.

All the best

Dear Alejandr12345,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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 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,

Lucia S

Casino.Guru