The player from Portugal had not received his withdrawal of 1500€ that he requested two weeks ago after winning 15,000€. Despite making three requests, all responses from the casino indicated a delay, and he no longer received replies via email. The Complaints Team had been unable to proceed with further investigation due to the player's lack of response to inquiries and reminders, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future.
Sportuna Casino - Player's withdrawals are delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Sportuna Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Good afternoon
in a bet i won about 15.000€
on september 14th i made a withdrawal request for 500€ (maximum allowed) and then over the next 3 days i made 2 more SADE withdrawal requests.
with this i reached the limit of requests as i can only make 3 requests at the most.
from then on, nothing has happened, i haven't received the money (1500€) and i can't ask to withdraw the rest i have in my account.
the response from their side is always in the chat saying that they had a delay and now they don't even reply by mail.
what can i do?
thank you
Automatic translation:
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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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear Mpeteira99,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Sportuna Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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2 months ago
Translation
Have you ever made a successful withdrawal before? Yes, several times
Can you confirm that you passed the KYC check? I haven't and I don't know what that is
Did you accumulate your winnings with or without an active bonus? No active bonus
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2 months ago
Dear Mpeteira99,
thank you for your reply.
Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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1 month ago
Dear Mpeteira99,
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,
Katarina
Casino.Guru
