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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Sportuna Casino
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yesterday
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:
Public
Public
12 hours 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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12 hours 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 Aquawin.
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
Casino Guru is examining the case
Petra is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
