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..