The player from Germany had requested a withdrawal of €500 three weeks ago, which remained in 'Awaiting Review' status at Sportuna. Despite contacting customer support multiple times, he received no clear explanation for the delay, which was attributed to an ongoing investigation that lacked specifics. The player had provided detailed information about his bonus usage and wagering history but did not respond to further inquiries from the Complaints Team. As a result, the complaint was closed due to lack of cooperation, with the option for the player to reopen it if he chose.
Sportuna Casino - Player's withdrawal is delayed without explanation.
Closed
Our verdict
Player stopped responding
Amount: €500
Sportuna Casino
Safety Index 8.1 HighCase summary
Discussion
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2 months ago
Translation
Hello Casino Guru Team,
I hereby file a complaint against the provider Sportuna.
I have a €500 withdrawal that I requested on March 24, 2026. Since then, this withdrawal has been permanently stuck in "Awaiting Review" status. Nothing has changed to this day, and there has been no discernible processing by the finance department.
Despite multiple attempts to contact customer support, they were unable to provide a concrete explanation for the delay and only referred generally to an ongoing investigation, without specifying a timeframe or progress.
I fully met the bonus requirements, and the resulting winnings have already been converted into real money. At one point, I had a total profit of around €2000, but I lost most of it again later in the game. In the end, I only requested a withdrawal of the remaining €500.
The payout therefore applies to real money balances that have already been verified or unlocked through regular gameplay.
I request Casino Guru's assistance in resolving this case and enforcing my payout.
Thank you in advance.
Best regards
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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.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What types of games did you play to accumulate the winnings you've been trying to withdraw? Were they slots, live casino games, or sports betting?
- Could you please send me a screenshot or a link to the bonus you activated and played with?
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
TranslationHello Veronika,
Thank you for your message. I would like to describe the sequence of events in my case correctly and completely:
- I made a deposit of €20 and received a 200% deposit bonus.
- This gave me a total starting balance of €60 (€20 real money + €40 bonus).
- First I gambled away my real money and then continued playing with the bonus credit.
- With the bonus credit, I have reached an account balance of approximately €560.
- At the time I had fully met the 40x turnover requirements, my account balance was around €560.
- According to the bonus terms and conditions, there was a maximum cashout rule (10x bonus amount = approx. €400) after the wagering requirements had been met.
- The amount was accordingly converted into withdrawable real money up to the maximum allowed limit of approximately €400.
- After that, I continued playing with this real money.
- During this further course of the game, I reached a maximum balance of approximately €2,800.
- I subsequently lost this credit again during normal gameplay before finally requesting a payout of approximately €500.
For KYC verification:
The casino displays a message indicating that my account does not currently require any additional verification ("It looks like your account does not need to be verified").
If you require any further information, I will gladly provide it.
Thank you for your support.
Best regards
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1 month ago
Thank you for providing me with a detailed timeline and further details. Before we proceed with the investigation, kindly forward me all the communication between you and the casino's customer support regarding the review of your withdrawal request at veronika.f@casino.guru. These can be screenshots, emails, or chat transcripts. I appreciate your patience and cooperation.
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1 month ago
Dear Trayfishy,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
