Sportuna Casino - Player's withdrawal is delayed without resolution.

I am submitting this complaint regarding my unresolved withdrawal and verification issues with Sportuna Casino.

On April 4, 2026, I made a deposit of €200 to claim a reload bonus of approximately €180. I successfully completed all wagering requirements and accumulated total winnings of €15,401.

Immediately after completing the wagering requirements, I requested my first withdrawal. According to the casino's terms and conditions, withdrawals should be processed within a maximum of 3 days. However, as of June 6, 2026, more than two months have passed since my initial withdrawal request, and I have not received a single payout.

The casino limits withdrawals to 500 USDC per transaction, which already makes the withdrawal process lengthy. Nevertheless, the complete lack of progress for over two months is unreasonable and unacceptable.

Throughout this entire period, I have been in regular contact with customer support. For more than a month now, I have repeatedly received the same generic responses, such as:

"Your case has been escalated to the priority list."

"We are currently reviewing the matter."

"Please be patient while the relevant department investigates."

Despite these assurances, nothing has changed, and no meaningful progress has been made.

In addition, I have faced continuous verification problems. Due to technical issues with the casino's document upload system, I was unable to upload my verification documents through the website. Following instructions from support, I sent my documents via email on approximately three separate occasions before they were finally reviewed and approved.

At this point, the only document that has not been approved is the selfie verification photo showing my ID along with the Sportuna Casino website open in the background. After being informed that this document was not accepted, I submitted three new versions of the selfie, carefully ensuring that the image quality was clear and that all details were fully visible and readable.

Despite this, I have now been waiting for more than ten days without any update. Each time I contact customer support, I am told that the document is "currently under review," but no progress has been made and no timeframe has been provided.

What concerns me most is the complete lack of proactive communication from the casino. The only updates I have received were after I personally contacted support. At no point has the casino provided a clear explanation for the delays, an estimated completion date, or any concrete information regarding my withdrawal requests.

From a player's perspective, waiting more than two months for a withdrawal that should be processed within a few days is entirely unacceptable. I have fully complied with all bonus terms, wagering requirements, and verification requests, yet I still have no access to my winnings.

I kindly ask Casino Guru to assist in resolving this matter and to contact the casino on my behalf. I would appreciate any help in obtaining a clear explanation for the delays and ensuring that my withdrawals are processed without further unnecessary postponements.

Thank you for your assistance.

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Hello,

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 are able to 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 advise which documents you have already provided and when exactly did you send the last one? Have you received any communication indicating the status of your latest document submission?

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

Best regards,

Attila

I have sent them wallet verification (the deposit was made through a DEX wallet, Phantom, which does not display any personal information, and I had to explain to them from the very beginning how wallet ownership can be verified). I have sent my passport, a selfie with my passport, a selfie with my passport and the Sportuna casino visible in the background. I have sent a utility bill, a bank statement, screenshots of all transactions, and the transaction hashes for all transfers. I have provided everything possible and everything they have requested.

I am still waiting for a response regarding the most recent document I submitted. When uploading documents on the website, it states that document verification takes a maximum of 24 hours. However, none of my documents have been verified in less than 5 days, and even then, it has required numerous follow-ups and contacts with the casino.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear MrJekkuP,

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.