The player from Germany is facing a two-month delay in withdrawing her winnings of €13,800 from Sportuna due to unresolved verification issues. Despite submitting all required documentation and receiving confirmations, her account remains in 'Verification required' status, and no payments have been processed.
Sportuna Casino - Player's withdrawal is blocked despite completed verification.
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4d 16h 37m 24s
Sportuna Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
Date: April 1, 2026
Complaint against Sportuna – payouts blocked despite completed verification and confirmed documents
Dear Casino Guru Team,
I hereby wish to file a complaint against Sportuna due to a significant delay in verification and the resulting blocking of the payout of a large profit.
Financial overview
Total winnings: €13,800
Already paid out: €0
Amount due: €13,800
My entire balance is currently unavailable for withdrawal because my account is still undergoing the verification process.
Background of the profits
On November 17, 2025, I deposited €1,000 via Jeton (3rd welcome bonus).
I played the game Mines and won.
I have fully met the wagering requirements of the bonus with Poseidon Extreme.
After complete implementation, a profit of €13,800 was generated, which was converted into real money credit.
Verification status
I have completed all requested verifications:
- Proof of identity (ID card)
-Selfie verification
- Selfie with ID + visible casino website in the background
-Proof of address
-Proof of payment (Jeton & MiFinity)
-Transaction histories
-Proof of the bank account holder
All of these documents have been submitted.
Chronology of the problem
February 2026: Last documents submitted
February 27, 2026: Transaction history was accepted as confirmed in the system.
Since then: No further processing, no decision, no payment
As of today (April 1, 2026), my account is still in "Verification required" status. However, no new documents are being requested, and all my documents have been verified so far.
Additional problems
1. Conflicting requirements
First, a MiFinity transaction history in PDF format was required.
Then it suddenly said the PDF couldn't be opened → I should send screenshots.
I have also submitted this one.
2. Support without result
I have contacted the live chat and email support multiple times regarding the verification problems.
I have received confirmation that my request is legitimate and will be reviewed.
No further response from the casino since then.
3. Confirmed documents – but no release
The transaction history has been officially marked as "confirmed".
Nevertheless, the payment is not released.
Conclusion
The situation is incomprehensible:
All requested documents have been submitted in full.
Parts of the verification have already been confirmed.
However, no processing has taken place for over a month.
The payout of €13,800 remains completely blocked.
I cooperated fully and fulfilled all requirements.
I urge Casino Guru to intervene in this case and ensure that:
My verification will be completed immediately.
my account will be activated
My entire balance of €13,800 will be paid out immediately.
I will gladly send the Casino Guru the chat histories from live chats and emails, as well as the documents I provided to the casino, via email.
Thank you in advance for your support.
Best regards
Ninosch
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Dear Ninosch,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing regarding withheld payouts and verification with Sportuna Casino.
To assist you effectively, we would like to clarify a few points regarding your situation:
- Have you ever made a withdrawal at this casino?
- Have you received any specific feedback from Sportuna about why your payout has not been released?
- Can you confirm the exact dates on which you submitted individual verification documents?
I hope we will be able to help resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petra
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3 weeks ago
TranslationDear Petra,
Thank you for your feedback.
Just to clarify: This case concerns the Casino Sportuna.
I will gladly answer your questions in detail:
1. Payout history
No, I have not received a payout from this casino yet.
My entire balance of €13,803.70 is currently unavailable for withdrawal because my account remains blocked.
2. Feedback from the casino
No, I did not receive a specific explanation from the casino as to why my withdrawal was not released.
I only received standard replies, such as:
-My verification is still being processed.
-Processing may take longer depending on the workload
-the case has "not been forgotten"
However, it was:
-no specific reason given
-no missing document identified
-no time was given
3. Verification status and submitted documents
I have submitted all requested documents in full, including:
-Identity card
-Selfie verification
-Proof of address
-Proof of payment (token / e-wallet) and additionally MiFinity / e-wallet)
-Bank statement
-In addition, a MiFinity transaction history was requested in the live chat on January 13, 2026, even though it had not previously been displayed in the verification area.
I also submitted this one via email as requested.
Important point:
The transaction history was later marked as "confirmed" in the system.
4. Timeline
-13.01.2026: Contact via live chat, additional documents requested
-27.02.2026: All documents submitted and marked as confirmed
-Since then: No further processing, no payment
-As of today, my account is still in the "Verification required" status, even though all documents have already been confirmed.
5. Summary
-All documents were submitted in full
-The last verification request for the MiFinity transaction history was displayed as confirmed in my account.
-For weeks the status has been the same : "We need some time to review your documents. You will be informed of the results of the review as soon as possible."
Transaction history – Confirmed"
No further requirements were made.
-There is no explanation for the delay
My account remains blocked.
-The payment of €13,803.70 will not be made.
I hope this clarification helps with the further processing of my case.
Thank you for your support.
Best regards
Ninosch
Automatic translation:
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2 weeks ago
Thank you for your reply and for providing the previous details, Ninosch.
- Have you tried reaching out to customer support after February 27, 2026, and if so, what was their response?
- Could you provide any additional communication you had with the casino? 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.
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2 weeks ago
TranslationHello,
I made a mistake. For data protection reasons, I would like to request that my name be anonymized in my complaints or changed to "Ninosch". Unfortunately, I signed my last message with my real name. I am currently unable to edit the message as it is under review.
Thank you for your support.
Best regards
Ninosch
Automatic translation:
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1 week ago
Dear Ninosch
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 Hadi (hadi.a@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
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1 week ago
Dear Ninosch,
It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Sportuna Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Sportuna Casino,
Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the situation.
Thank you in advance for your cooperation and prompt response.
Best regards,
Hadi
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4 days ago
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.
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2 days ago
Dear all,
thank you for contacting us.
We would like to inform you that there is ongoing verification of the account and one of the required documents is not correctly uploaded yet. We are referring to this:
Transaction history of MiFinity for 20.10.2025 - 20.11.2025 in PDF format. The document must clearly show your full name, account details, and all incoming/outgoing transactions, including deposits to us.
It is still missing therefore the customer is not able to withdraw the active balance.
We would invite the customer to upload it via or Verification tab on the website.
Best regards,
Team Sportuna
