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