Sportium Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

I started playing at Sportium last year and all initially was good. I went through KYC, I made deposits using the Skrill app, gambled, won some, lost some and all was good.

The issue began when I won a large jackpot. Sportium took away the ability for me to withdraw to my Skrill account and asked for proof of ownership (even though there were no issues previously and my account showed as verified). I provided this and then they wanted a screen grab from the page which shows my deposit methods to Skrill and proof that I own that account too, I provided them with this information and now their support team have gone silent.

I have emailed them this information and I have uploaded it directly on their website.

80k is a huge amount of money and I want to withdraw it to my Skrill account, I can't see why they are not allowing me to do this.

Can you please investigate for me?

Thank you,

J*****

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 JorgeMora, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Sportium Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please provide the exact date of your additional verification request?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please confirm with casino support if they require you to modify your payment method for processing withdrawal requests?

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

5th September - I email Sportium Support and ask for help as I can't withdraw

5th September - They reply with a request for "Screenshot of the Payment Methods section showing the method used to top up your Skrill balance.

Screenshot and/or photograph proving ownership of the method used to top up your Skrill balance."

5th September: I originally respond with the truth "I've never reloaded my account using any other method. I initially had money in my Skrill account after selling something to a friend. I was paid with Skrill, and I've been using it for gambling ever since.

Your casino had no problem withdrawing my money from my Skrill account, but now there seems to be a problem." (This email also has a screenshot from Skrill which shows there is no method on the deposit methods page)

20th September I receive another email which states: "After reviewing your case, we inform you that the requested documentation must be uploaded in the "My Account - My Information - Submit Documents" section.

We remind you that we do not accept cropped screenshots."

23rd September I send support another screenshot of their payment methods page which show Skrill as verified but I still can't withdraw to it

23rd September I receive another email from Sportium again asking for a "Screenshot of the Payment Methods section showing the method used to top up your Skrill balance.

Screenshot and/or photograph proving ownership of the method used to top up your Skrill balance."

23rd September: I then upload my banking information in to Skrill so there is a deposit method on the account, I then take a screenshot and I upload that alongside a letter from my bank showing that I own the bank account associated with the one set up on Skrill in to Sportium but I've heard nothing since.

This is €80,000 they have of mine and I'm worried that they're just going to ignore me and not pay me

I play slots.

Jorge

I received this over the weekend even though I have given them the documents attached

Today I received this email, I uploaded the documents in my previous message from here in to Sportium, they have had the correct documentation - am I being an idiot?? is there something I'm missing??

they have 80,000€ of my money and they are not letting me have this.

Dear JorgeMora,

thank you for your reply.

Have you accumulated your winnings with the help of bonus, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Please attach the screenshots from your previous messages as some of them have arrived blurry and unreadable.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina,

No, I have not used any bonuses

Jorge

Thank you very much, JorgeMora, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Sportium Casino representative to join this conversation.

Dear Sportium Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear player,

I am trying to get in touch with casino representatives outside of this thread.

I will notify you, if there are any updates. Thank you for your patience.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Authority (DGOJ) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Feel free to check our article with instructions on submitting a license: https://casino.guru/licensing-authorities/spain-license.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova