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.
Opened
Current status
Waiting for casino to reply
6d 3h 24m 28s
Sportuna Casino
Safety Index 8.1 HighCase summary
Discussion
Public
Public
2 months 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:
Public
Public
2 months 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.
Public
Public
2 months 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
Public
Public
2 months 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:
Public
Public
1 month 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.
Public
Public
1 month 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:
Public
Public
1 month 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
Public
Public
1 month 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
Public
Public
1 month 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.
Public
Public
1 month 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
Public
Public
1 month ago
Dear Ninosch,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 month ago
TranslationHello,
I would like to clarify once again that I have already submitted the requested transaction history in full.
Specifically:
- The MiFinity transaction history for the period 20.10.2025 – 20.11.2025 was already submitted by me on 13 January 2026.
- The document was uploaded multiple times via the verification area.
- I also sent the file via email, as there were problems with the upload previously.
The submitted document:
- corresponds exactly to the required time period
- was created as an official PDF by MiFinity
- contains my full name, my account details, and all incoming and outgoing transactions
Therefore, I cannot understand why this document is being requested again.
I am of course still willing to cooperate, but I would appreciate a clear response:
- whether a specific detail is missing
- or for what reason the previously submitted document was not accepted
I want to avoid unnecessary delays and complete the process as quickly as possible.
Thank you for your support.
Best regards
Ninosch
Automatic translation:
Public
Public
1 month ago
Dear Sportuna Casino,
The player has provided screenshots of the verification tab taken on February 27 and April 1, 2026, both of which show the transaction history marked as "Bestätigt" (Confirmed) in your system. They have also provided a chat transcript from January 13, 2026, showing that your support agent directed them to submit the MiFinity document via email because the upload function was unavailable at the time. Given that your own system reflects a confirmed status, could you please clarify on what basis this document is now being flagged as missing?
Best regards,
Hadi
Public
Public
4 weeks ago
Dear all,
thank you for the response.
We have now forwarded the issue to the relevant department so they can check further.
Once there is response we will reply to this thread as soon as possible.
Thank you for the understanding.
Best Regards,
Team Sportuna
Public
Public
3 weeks ago
Dear all,
thank you for the patience.
We just wanted to let you know that we are still waiting for the relevant department as they are doing a detailed review of the case and the account. As previously mentioned once there is update we will inform you accordingly. Thank you for the understanding!
Best Regards,
Team Sportuna
Public
Public
2 weeks ago
Dear all,
we have checked the case with our relevant department and as we can see the remaining document that is required for the verification of the account is Transaction history for MiFinity from 20.10.2025 until 20.11.2025.
The customer can upload it directly from the Verification tab on the website and it will be checked as soon as possible.
Thank you for the understanding!
Best Regards,
Team Sportuna
Public
Public
2 weeks ago
TranslationHello,
As mentioned several times already, the requested MiFinity transaction history for the period 20.10.2025 – 20.11.2025 has already been provided to the casino multiple times.
The document was:
-uploaded multiple times via the verification area
- additionally transmitted via email
and contains the exact required time period as well as all necessary information
Therefore, I cannot understand why the same transaction history is being requested again.
Furthermore, I am currently not at home and therefore do not have access to the original PDF file that has already been submitted.
I therefore ask the casino once again to carefully review the existing documents or to specify exactly which detail is allegedly missing.
I remain fully cooperative, but I would like to avoid further unnecessary delays to the verification process due to repeated identical requests.
Thank you.
Kind regards, Ninosch
Automatic translation:
Public
Public
2 weeks ago
Dear customer,
as we can see you have uploaded only Jeton statements until now, which are not needed. We are currently requesting Transaction history for MiFinity from 20.10.2025 until 20.11.2025 in PDF format. The document must display your full names, account details and all incoming/outgoing transactions, including deposits to us.
Thank you for the understanding!
Best Regards,
Team Sportuna
Public
Public
2 weeks ago
Dear Ninosch,
Could you please send me a screenshot of your verification tab on the Sportuna website, showing all the documents you have uploaded and their current status?
Best regards,
Hadi
Public
Public
2 weeks ago
TranslationHello Hadi,
I am currently in Switzerland and therefore cannot log into my Sportuna account at the moment to take a current screenshot of the verification tab or to re-upload the document directly via the website.
Sportuna Casino,
I have already sent you the requested document by email and would be pleased if you could review it promptly.
Best regards
Ninosch
Edited
Automatic translation:
Public
Public
1 week ago
Dear customer,
we couldn't find anything sent to either support@sportuna.com or complaints@sportuna.com recently. Could you please re-send it to any of these emails so it can be checked?
Thank you in advance!
Best Regards,
Team Sportuna
Public
Public
1 week ago
TranslationI have sent the document again to the casino via email as requested. To the email address: complaints@sportuna.com
I await your confirmation.
Automatic translation:
Public
Public
5 days ago
Dear Ninosch,
may we kindly ask you to provide it to the CasinoGuru representative so they can forward it to us? Seems like we are not receiving any emails from you or at least couldn't find any sent recently.
Thank you in advance!
Best Regards,
Team Sportuna
Public
Public
3 days ago
TranslationI have just sent the email with the requested document to Hadi via email.
Kind regards
Automatic translation:
Public
Public
3 days ago
Dear Sportuna Casino,
We have sent an email to you with the MiFinity transaction history for the period 20.10.2025 – 20.11.2025 attached on behalf of the player. Please confirm once you have received and reviewed it.
Best regards,
Hadi
Public
Public
yesterday
Dear all,
thank you for the patience.
Seems like we currently have an issue ongoing with complaints@sportuna.com email. May we kindly ask the customer to send the transaction history to support@sportuna.com and it will be checked as soon as possible.
We sincerely apologise about the delay of this issue and appreciate the understanding.
Best Regards,
Team Sportuna
