Sportuna Casino - Player's withdrawal is delayed due to verification issues.

There is a severe delay regarding account verification and a pending withdrawal at Sportuna.

Over 7 days ago, all requested transaction documents were submitted for verification. The status of these documents has been stuck on "Pending" ever since. According to Sportuna's own terms and explicit statements, this verification process is supposed to take a maximum of 24 hours to 2 days.

The Live Chat has been contacted multiple times for an update, but the support agents provide absolutely nothing useful. They only give generic, copy-pasted responses stating that it will be sorted out "soon," without providing any concrete information or actual progress.

All requested documentation was provided promptly, but the casino is failing to meet its own timeframes while offering zero transparency through its customer service.

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.

Dear Flextex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

I have sent all the information to the email. I had to provide my id, a picture with both me and their website in one picture on another device, confirmation on my account, the card I used and all my transactions from 13.04-13.05. I have never seen a site that’s asking for this much… but I did it anyways

all the funds is without any bonuses. Made by sports betting with the original funds. And sins they killed the account before I could be done with the turnover I played bj for the last few k

Hi. Have not heard back from you in a week, are we any closer on something happening?🙂 thank you

Dear Flextex

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, Munya, (munya.s@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,

Jean

Dear Flextex,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Sportuna Casino to join this conversation and assist in addressing the complaint.

Dear Sportuna Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Sportuna

Sportuna Casino

Thank you very much for your response and for your willingness to look into the matter. I look forward to receiving an update from you.

Hi. Hopefully this actually is true that they are working on it now, but this is the exact same response I have gotten in just shy of one month now. Without any progress… The last information was given to them 28-30th may.

Dear all,

Thank you for the patience.

We would like to inform you that after review your case with the relevant department they inform us that you need to provide the following document for verify your account:

Proof of ownership for card ***3635

Kind regards,

Sportuna

That is already proved now. I did it right away yesterday

Sportuna Casino

Your update would be greatly appreciated, especially as the player has reported successfully completing the verification process.

This is actually so crazy to me… I have now been waiting for 3,5 weeks to get the verification done, just for them to hit me with a now one right after it got approved. And the taking long again..

Dear all,

Thank you for the reply.

We would like to ask for some patience as the relevant department is working on your verification.

Kind regards,

Sportuna

Sportuna Casino

A timely update from you will be greatly appreciated.

Dear all,

Thank you for the reply.

We would like to inform you that your account is verified.

Kind regards,

Sportuna

Sportuna Casino

Thank you for completing the verification process. I appreciate your cooperation and look forward to the prompt processing of the player's withdrawal.

Dear all,

Thank you for the reply.

We would like to inform you that your withdrawal is successfully completed.

Kind regards,

Sportuna

5k is approved, but 31199 is still pending

They cancelled the other withdrawal off course… so now I have to do it in 5000 or turn sequences… i actually had hope they was about to help me complete it fast…

Flextex

Kindly do what you need to do so that you manage to withdraw your funds. Keep me informed.

I will. I just requested for a new 5k withdrawal. That’s the daily max

Dear all,

Thank you for contacting us.

We would like to inform you that the relevant department inform us that you need to provide Norwegian bank details, not Revolut in order to proceed with your withdrawal.

Kind regards,

Sportuna

Flextex

Kindly take note of the casino's communication and act accordingly.

I have already gotten a withdrawal to my revolut account and that’s the account I used for my deposit so I would like to receive my money to the same account

I would like to keep my Norwegian bank account separated from this

Sportuna Casino

I kindly request that you provide clarification regarding your request, as this will help the player understand your reasons for choosing a different payment method. Your assistance and guidance are greatly appreciated.

Dear all,

Thank you for the reply.

We would like to inform you that after checking with the relevant department they inform us that we cannot refund NOK currency to a Revolut account, only to a local bank account. Alternatively the player can provide crypto wallet address.

Kind regards,

Sportuna

Just like you have done with the last one is perfect. To pay out in euro🙂 so that’s perfect

Flextex

Has there been any new developments regarding your payment?

Dear Flextex,

Thank you for the reply.

We would like to inform you that you need to provide Bank details that we can pay you to NOK currency.Alternatively you can provide crypto wallet address.

Kind regards,

Sportuna

since when..? You accepted the deposit for my revolut account, and I have already gotten one withdrawl from you. So just do the same… I just want my money to the same account I have sent and gotten approved for transactions for 30 days, the account is approved and everything is done with that account!

Sportuna Casino

I would like to express my growing concern regarding what appears to be a deviation from your established terms and conditions concerning payments and withdrawals. Additionally, I have requested a comprehensive explanation to be provided to the player to ensure clarity on the reasons behind your repeated requests, which has not yet been addressed. As I understand it, Revolut supports the NOK currency. Could you please clarify why payments cannot be processed using this platform? Furthermore, I would like to emphasize that timely payments positively reflect on your brand, while delays may adversely affect your reputation. Thank you for your attention to these matters.

Dear all,

Thank you for the reply.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Sportuna

Sportuna Casino

I sincerely appreciate your ongoing attention to this matter and am hopeful for a prompt resolution. However, I must emphasize that I can only keep a complaint open for a limited duration if there is measurable progress towards its resolution. In the event of a slowdown or lack of progress, I will regrettably need to close the complaint as unresolved. Therefore, I kindly request a timely update from you, as it would be greatly beneficial. Thank you for your understanding.

Dear All,

We are sorry for the issue We are encountering to initiate the transaction.

Please be informed that we can only process the transaction Manually in NOK in a Norwegian bank account; We are unable to issue Manual transactions in Lithuanian Revolut account even if it support the Norwegian currency.

To move forward, could you please provide either a Norwegian bank account including the following information or a crypto wallet address?

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Thank you for your cooperation.

Kind Regards,

Sportuna

this is not correct tho? I have already received 1 payout by you in euro to the revolut account I have given you.

Dear All,

I would like to acknowledge the exchange, particularly regarding the challenge raised by the casino. To help facilitate a resolution, I kindly suggest that the player provide alternative banking details. I understand that this may not be the most convenient option, but it would allow for the responsibility of resolving this matter to be transferred to the casino. I sincerely hope that my proposal will be well received.

Maybe they then can do it in one go so we can be done with this..

Flextex

It is my hope as well that your payment will be processed soon. Please keep me informed in case of any development.

Dear all,

Thank you for the patience.

We would like to inform you that the withdrawals of the player is successfully completed.

Kind regards,

Sportuna

I have gotten my money now🙂

Dear Flextex,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru