Sportuna Casino - yleistä keskustelua (sivu 8)

It's good that you have the first one, even though it took this long.

We will wait for another update from you for sure.

Good morning everyone, today the 2nd withdrawal was finally completed. Theoretically, it will take 3 business days and I will have my money! Sportuna is slow but they pay.

Buongiorno a tutti oggi finalmente è stato completato il 2. Prelievo in teoria 3 giorni lavorativi e avrò i miei soldi ! Sportuna è lento ma pagano

Hello good morning.

I have a problem with Sportuna. I place sports bets, and after accumulating a very large amount of money in my Sportuna account, I requested a withdrawal. (I tried to verify my account before withdrawing, but they wouldn't let me.)

The moment I requested the withdrawal (November 14), they stopped allowing me to access my account, stating that it was under review.

I understood it was a normal process, and I let time pass. When more than a week had gone by, I asked, and they told me there was an unexpected delay with the withdrawals, and that they were very sorry. They kept using that excuse for almost a month.

After much insistence, they started asking me for KYC documents, which I sent without issue. They continued rejecting my documents for no reason.

From then on, I contacted their support and complaints email. I keep sending them emails, but they almost never reply. I still can't access my account, and my account hasn't been verified. After two months, they cancelled my withdrawal. I continue to email them, but they almost never respond. In chat, they always say they're sorry and that they'll escalate the case to the appropriate department, but I still haven't heard anything.

I hope you can help me; I don't know what else to do. I haven't done anything wrong; I registered with my information, and all my documents are real. I hope you can help me.

Thank you

Hola buenos días.

Tengo un problema con Sportuna. Yo realizo apuestas deportivas, y tras acumular una cantidad de dinero demasiado alta en sportuna, solicité una retirada. (Intenté verificar antes de retirar, pero no me dejaron)

Al instante de solicitar la retirada (14 de noviembre), dejaron de permitirme acceder a mi cuenta, afirmando que estaba en revisión.

Entendí que era un proceso habitual, y dejé que pasara el tiempo. Cuando pasó más de una semana, pregunté, y me dijeron que había un retraso inesperado con las retiradas, que lo sentían mucho. Estuvieron con esa excusa casi un mes.

Tras insistir mucho, comenzaron a pedirme documentos para el KYC, los cuales envié sin problema. Continuaron rechazandome documentos sin ningún motivo.

A partir de aquí, fui comunicándome con el correo de soporte y de quejas. Continuamente les mando correos, pero casi nunca me responden, continuo sin poder acceder a mi cuenta, y sin ser verificado. A los 2 meses me cancelaron la retirada. Continuo enviándoles correos, pero no me responden casi nunca. Por chat me dicen siempre que lo lamentan y que van a escalar el caso al departamento correspondiente, pero sigo sin tener noticias.

Espero que me puedan ayudar, no sé qué más hacer. No he hecho nada malo, me registre con mis datos, todos mis documentos son reales. Espero me puedan ayudar.

Gracias

Good day to you.

I see you have been through a lot with this casino, so let me be quite straightforward.

Casino Guru is not capable of challenging a sportsbook if the matter is related solely to sports betting rules. But I think this case is different because the casino/sportsbook hasn't suggested a specific issue, no rules have been broken, and account activity is fine, based on what you wrote. As a result, though, the withdrawal as well as KYC is extremely unclear and slow.

I can't promise miracles, but I would try to submit the complaint; just make sure to focus on the delay and the KYC process. It would be good to mention that the casino, or sportsbook, has never questioned the winnings themselves.

This is all I can think of right now.

I'm still not entirely clear on this. Would you file the complaint for me? Or how should I proceed? I've sent many emails to Sportuna's complaints email address, but they almost never reply, or they reply after many days with a confusing and unclear answer, and I find myself in the same situation again a week later.

What would you do if it were me? Should I keep emailing the complaints department, wait for a response, or file a complaint for me?

Thank you so much

No me ha quedado muy claro. Presentarías vosotros la queja por mi? O como debo proceder? Yo he mandado muchas veces correos al email de quejas de sportuna, pero no me responden casi nunca, o me responden al cabo de muchos días con una respuesta confusa y nada clara, y vuelvo a encontrarme en la misma situación, pero una semana más tarde.

Qué harían ustedes si fuera yo, insistir en el correo de quejas, esperar que me respondan, presentar vosotros una queja por mi?

Muchas gracias

Good day, I wish you

I have my VIP manager, try writing to him on telegram: +353899620281, or write to vip@sportuna.com .

Dobrý den přeji

Já mám svého VIP manažere, zkuste mu napsat na telegram: +353899620281, nebo napište na vip@sportuna.com.

Hello good.

Thanks for the reply. I had a VIP manager, but he never gave me a proper answer. He kept saying the same things as in the chat—no helpful responses.

Buenas.

Gracias por la respuesta. Tenia un gerente vip, pero nunca me dió una respuesta adecuada. Me decía lo mismo que en el chat, ninguna respuesta útil

Hello, you may submit the complaint directly; the call is yours:

https://casinoguru-it.com/reclami/invia

I have no inside information from the casino/sportsbook, so I can't decide that for you or lodge the complaint on your behalf.

You see, Casino Guru support resolves players' complaints only when it comes to casino games, as I explained, some situations are edge cases; therefore, it is up to my colleagues to make the call about whether they believe it is possible to get involved or not.

The complaint request is free; you don't need to worry about any consequences. In the worst case, the request will be rejected with an explanation provided.