The player from Germany had been waiting for two weeks for a withdrawal from the casino, but payouts were not being processed. He reported receiving unhelpful responses from support, claiming that KYC had never been requested, and expressed frustration with the casino's handling of his situation. Despite attempts to gather more information and extend the timeline for response, the player did not provide the requested details. Consequently, the complaint was rejected due to lack of communication from the player.
Sportuna Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €3,000
Sportuna Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Payouts are not processed at this casino and you don't get any help either, the support always writes the same thing, it is not my fault, KYC was never requested, see screenshots, this casino is a disgrace, you know that NovaForgeLTD often takes longer but this is a disgrace
Automatic translation:
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Have you accumulated your winnings with or without an active bonus?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
- When was the last time the casino contacted you regarding the delay in processing your payment?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly.
Stay safe.
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4 months ago
Translation
Hello, I have never withdrawn but have deposited often and the support confirmed to me that it is not my fault but that the finance department apparently has a lot of work to do. Stupid talk from them, yes, that was with a bonus, but I did not violate the terms and conditions, maxbet of 5 euros, etc. I have been playing regularly for years on NovaForge, but I have never had anything like this before.
Last time they didn't contact me I always went to the live chat on their site
Automatic translation:
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4 months ago
Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at [email protected], or post screenshots here. Thank you for your cooperation.
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3 months ago
Could you please send me a link or a screenshot of the bonus you activated and played with?
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
