Sportuna Casino - Pelaajan kotiutus on viivästynyt.

Hello dear Casino Guru Team,

On October 14, 2025, I deposited €700 for a 100% up to €700 casino reload bonus.

Real money and bonus funds are kept separate in this casino. After I had lost my real money, I activated the casino bonus and was able to win with the bonus money.

After fulfilling all the wagering requirements, €9372 was available as real money for withdrawal. On October 16, 2025, I requested the first withdrawal of €500. Two further withdrawals followed, bringing me to the withdrawal limit of €1500.

Since this first payout from the casino has not been processed after 14 days, I have now decided to file a complaint and hope you can help me resolve this issue.

Best regards,

M*******

Hallo liebes Casino Guru Team,

Am 14.10.2025 habe ich 700€ für einen 100% bis 700€ Casino Reload-Bonus eingezahlt.

Echtgeld und Bonus sind in diesem Casino voneinander getrennt. Nachdem ich mein Echtgeld verspielt hatte, habe ich den Casino Bonus aktiviert und konnte mit dem Bonusgeld einen Gewinn erzielen.

Nachdem ich alle Umsatzbedingungen erfüllt hatte, standen 9372€ als Echtgeld zur Auszahlung zur Verfügung. Am 16.10.2025 habe ich dann die erste Auszahlung von 500€ beantragt. Zwei weitere Auszahlungen bis zum Auszahlungslimit von 1500€ folgten.

Da diese erste Auszahlung vom Casino nach 14 Tagen noch nicht bearbeitet wurde, habe ich mich nun entschlossen, eine Beschwerde zu schreiben und hoffe, sie können mir dabei helfen, diesen Fall zu lösen.

liebe Grüße,

M*******

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 Popy71, 

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? 
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 

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

Hello Katarina,

Here are the answers to your questions:

Have you ever successfully made a withdrawal?

Yes

Could you please confirm that you have passed the KYC verification?

Yes. I uploaded all the requested documents. However, the casino then requested the transaction history (account statement) from Jeton a second time. I uploaded it again two days ago. I don't know why the casino is requesting the transaction history again or why the review is taking so long.

Which payment method did you choose to withdraw your winnings? Was it the same one you used for the deposit?

Yes, I deposited using chips and I also selected chips as the withdrawal method.

kind regards,

Michael

Hallo Katarina,

hier die Antworten zu Ihren Fragen:

Haben Sie schon einmal erfolgreich Auszahlungen vorgenommen?

Ja

Könnten Sie bitte bestätigen, dass Sie die KYC-Verifizierung bestanden haben?

Ja. Ich habe alle angeforderten Dokumente hochgeladen. Dann wurde aber der Transaktionsverlauf (Account Statement) von Jeton vom Casino ein zweites Mal angefordert. Diesen habe ich dann vor 2 Tagen erneut hochgeladen. Ich weiß nicht, weshalb das Casino den Transaktionsverlauf erneut anfordert und weshalb die Prüfung so lange dauert.

Welche Zahlungsmethode haben Sie für die Auszahlung Ihrer Gewinne gewählt? War es dieselbe, die Sie für die Einzahlung verwendet haben?

Ja, ich habe mit Jeton eingezahlt und für die Auszahlungsmethode habe ich ebenfalls Jeton ausgewählt.

lieben Gruß,

Michael

Dear Popy71,

thank you for your reply.

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.

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

Looking forward to your reply.

Katarina

Hello Katarina,

I just sent them an email.

kind regards,

Michael

Hallo Katarina,

ich habe ihnen gerade eine Email gesendet.

lieben Gruß,

Michael

Hello Katarina,

In my verification tab, I've now been asked for the third time to upload a token account statement for the last 3-6 months. I've received this request again today. I don't understand why I have to upload the account statement three times.

kind regards,

Michael

Hallo Katarina,

in meinem Verifizierungs-Tab wurde ich jetzt zum 3. Mal aufgefordert, für die letzten 3-6 Monate einen Jeton Account Statement hochzuladen. Das habe ich heute nun nochmal. Ich weiß nicht, weshalb ich das Account Statement 3 Mal hochladen soll?

lieben Gruß,

Michael

Dear Popy71

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Karla (karla.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello Popy71,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Sportuna Casino into this conversation.

Dear Sportuna Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Dear Popy71,

Thank you for your cooperation and continued patience as we finalize your account verification.

We understand your frustration with being asked to upload documents repeatedly.

We want to clarify the exact document required to complete this process:

-clear Screenshots of your Jeton transaction history showing all transactions made during the month of October.

Once this specific Jeton history is uploaded, we will finalize your verification immediately.

Thank you for your prompt assistance.

Kind regards,

Sportuna Casino Team

Dear Sportuna Casino Team,

Thank you very much for your update.

To ensure that this verification is completed without any further delays, could you please process the player’s KYC check as quickly as possible once the requested Jeton transaction history is uploaded?

We kindly ask you to prioritize this verification, as the withdrawal has already been pending for several weeks.

Thank you in advance for your cooperation.

Hello Popy71,

Thank you very much for your cooperation so far.

To make sure everything is fully correct and to help speed up the process, could you please send me a copy of the same Jeton transaction history that you are submitting to the casino?

You can email it directly to me at karla.m@casino.guru.

Once I receive your documents, I will review them separately and make sure everything is in order on your side.

Thank you again for your help — I hope we can resolve your case as soon as possible.

Dear Casino Guru Team,

Thank you for your message.

We would like to assure you that we will prioritise the player’s KYC verification. As soon as the requested Jeton transaction screenshots are uploaded, our team will immediately proceed with the review to avoid any further delays.

We appreciate your cooperation and remain available for any additional information.

Kind regards,

Sportuna Casino Team

Hello Karla, Hello Sportuna Casino Team,

They're only referring to clear screenshots from October 2025, as they wrote in their message from 3 days ago. Here's their text again:

- Clear screenshots of your Jeton transaction history showing all transactions made in October.

On their verification page, I have already uploaded a Jeton account statement covering the last six months three times, as they explicitly requested. All of these account statements clearly include the entire month of October 2025 and all transactions made during that month.

Here's the latest screenshot from today:

I have just sent them a Jeton Account Statement specifically for the entire month of October 2025.

kind regards,

Michael

Hallo Karla, Hallo Sportuna Casino Team,

Sie sprechen von klaren Screenshots nur aus dem Monat Oktober 2025, wie sie in der Nachricht von vor 3Tagen hier geschrieben haben. Hier nochmal ihr Text:

-klare Screenshots Ihrer Jeton-Transaktionshistorie, die alle im Oktober getätigten Transaktionen zeigen.

Auf ihrer Verifizierungsseite habe ich bisher schon 3x einen Jeton Account Statement der letzten 6 Monate hochgeladen, den sie dort wortwörtlich verlangt haben. Alle diese Account Statements beinhalten bereits klar ersichtlich den gesamten Oktober2025 und all seine Transaktionen, die in diesem Monat getätigt wurden.

Hier der neueste Screenshot von heute:

Ich habe ihnen gerade einen Jeton Account Statement explizit vom gesamten Oktober 2025 gesendet.

lieben Gruß,

Michael

Hello Popy71,

Thank you very much for sending me your Jeton bank statement — I confirm that I have received it successfully.

I truly appreciate your cooperation and the time you’ve invested in providing all required documents. I will now review the PDF separately and continue following the case closely.

Thank you again for your assistance.

Dear Sportuna Casino Team,

Thank you very much for your update.

I would like to kindly inform you that I have now received the player’s Jeton account statement in PDF format, covering the relevant period including October. From my side, the document is clear, complete, and fully readable.

To ensure we are aligned and to avoid any further delays, could you please clarify one point:

Do you specifically require screenshots of the Jeton transaction history for your verification system, or is a PDF document also acceptable?

The player is certainly able to provide both formats if needed, so it would be helpful for us to understand your preferred format to proceed correctly.

Thank you very much for your cooperation — we appreciate your assistance in bringing this verification to a smooth conclusion.

Dear All,

Thank you for your message.

For the account verification to be completed the player is required to provide a detailed transaction history for the entire month of October, including all incoming and outgoing transactions, with screenshots showing full transaction details.

We kindly ask the player to provide these screenshots as soon as possible so we can proceed with the verification without further delays.

Thank you for your cooperation.

Kind regards,

Sportuna Casino Team

Hello Popy71,

Thank you very much for your update.

Could you please confirm whether you have already submitted the requested Jeton screenshots for the month of October to Sportuna Casino?

If not yet, kindly upload them as soon as possible.

In any case, I would like to ask you to also send me a copy of the same screenshots directly to my email at karla.m@casino.guru, so I can review them separately and ensure everything is fully in order on your side.

Thank you very much for your cooperation.

Dear Sportuna Casino Team,

Thank you for your clarification.

Once the player submits the requested screenshots, we kindly ask you to proceed with the verification as swiftly as possible and inform us promptly whether the documents are acceptable or if any additional details are required.

Given the duration of this verification, we truly appreciate your quick assistance in finalizing the process.

Thank you again for your cooperation.

Hello Karla, Hello Sportuna Casino,

I have just taken 16 screenshots of the token transactions for October 2025. Since I can only upload 5 files on your verification page, I would appreciate an email address to which I can send the 16 screenshots.

Question for the casino:

Why is an original Jeton Account Statement showing all payments in October 2025, which I last sent them via their verification page, not sufficient?

I have also already sent them an original Jeton account statement from the last 6 months twice via their verification page!

Please let me know regarding the email address.

kind regards,

Michael

Hallo Karla, Hallo Sportuna Casino,

Ich habe soeben für den Oktober 2025 von den Jeton Transaktionen 16 Screenshots gemacht. Da ich auf ihrer Verifizierungsseite aber nur 5 Dateien hochladen kann, bitte ich um eine Emailadresse, an die ich die 16 Screenshots senden kann.

Frage an das Casino:

Weshalb ist ein Original Jeton Account Statement von allen Zahlungen im Oktober 2025 nicht ausreichend, den ich ihnen als letztes über ihre Verifizierungsseite gesendet habe?

Ebenso habe ich ihnen ja auch schon 2x ein Original Jeton Account Statement der letzten 6 Monate über ihre Verifizierungsseite gesendet!

Bitte geben Sie mir bezüglich der Emailadresse Bescheid.

lieben Gruß,

Michael

Dear Sportuna Casino Team,

Thank you very much for your continued cooperation.

To help the player complete the verification as requested, could you please provide an email address where he can submit all 16 Jeton transaction screenshots for October 2025?

Since the verification page allows uploading only five files at a time, an alternative email contact would make it possible for the player to send all required documents at once and avoid further delays.

We would appreciate it if you could share the appropriate email address for document submission.

Thank you in advance for your assistance.

Dear Sportuna Casino Team,

Thank you very much for your cooperation and for providing the email address for document submission.

Could you please kindly confirm once you receive the player’s Jeton screenshots and inform us of the current status of the verification?

Your update will help us keep the process fully transparent and ensure the case continues moving forward without unnecessary delays.

Thank you in advance for your prompt reaction.

Hello Popy71,

Thank you very much for your continued cooperation and for sending the required screenshots to the casino.

Whenever you receive any update from Sportuna Casino — whether the documents were accepted or if any next steps are requested — please let me know here in the thread so we can continue to monitor your case accurately.

Thank you both once again for your assistance. I hope we can bring this verification process to a smooth conclusion soon.

Dear All,

Thank you for your cooperation as we finalized this matter.

We are pleased to confirm that the player’s Jeton screenshots were received and the account verification has been successfully finalized.

The processing of all pending withdrawal requests is now underway.

Kind regards,

Sportuna Casino Team

Hello,

Thank you very much for the update.

Popy71— once the withdrawals are successfully issued and you receive confirmation from the casino or see the funds in your account, please let me know here in the thread so I can update the status of your case accordingly.

Thank you for your cooperation, and I hope the payouts will now be processed without any further delays.

Hello Karla,

Yes, I can confirm that payouts have been made by the casino.

A total of 2 x €500 were paid out.

€8372 is still outstanding.

I will keep you updated here regarding further payouts.

Kind regards,

Michael

Hallo Karla,

ja, ich kann bestätigen, dass vom Casino Auszahlungen getätigt wurden.

Insgesamt wurden 2x 500€ ausgezahlt.

Offen sind noch 8372€.

Ich werde sie hier bei weiteren Auszahlungen auf dem Laufenden halten.

Lieben Gruß,

Michael

Thank you very much for the update.

I’m glad to hear that two of your withdrawals have already been successfully processed.

Please continue to keep me informed regarding the remaining payouts of €8,372 — once you receive any further payments or updates from the casino, feel free to let me know here in the thread.

I will continue to monitor your case closely until the full amount has been paid.

Hello Karla,

The casino made further payouts over the weekend.

A total of 2 x €500 were paid out.

There is still €7372 outstanding.

Kind regards,

Michael

Hallo Karla,

am Wochenende wurden vom Casino weitere Auszahlungen getätigt.

Insgesamt wurden 2x 500€ ausgezahlt.

Offen sind noch 7372€.

Lieben Gruß,

Michael

Hello Karla,

On October 9, 2025, December 10, 2025 and December 11, 2025, one payment of €500 was made each day.

€5872 is still outstanding.

Kind regards,

Michael

Hallo Karla,

am 9.10.2025, am 10.12.2025 und am 11.12.2025 wurden jeweils 1x 500€ ausgezahlt.

Offen sind noch 5872€.

Lieben Gruß,

Michael

Dear Popy71,

Thank you very much for keeping me updated throughout this case and for informing me about the €5872 payment you have received.

I appreciate your continued cooperation and patience during this process. I kindly ask you to please keep me informed of any further updates — especially once the remaining pending withdrawals are processed or if you receive any new communication from the casino.

Your updates are essential for me to continue monitoring the case closely and to ensure the situation is resolved fully and fairly.

Thank you again for your cooperation.

Hello Karla,

On December 12, 2025, two payments of €500 each were made.

There is still €4872 outstanding.

Three payments of €500 each have already been requested for disbursement.

Kind regards,

Michael

Hallo Karla,

am 12.12.2025 wurden 2x 500€ ausgezahlt.

Offen sind noch 4872€.

3x 500€ sind bereits wieder zur Auszahlung beantragt.

Lieben Gruß,

Michael

Hello Karla,

On December 17, 2025, December 20, 2025, December 23, 2025 and December 27, 2025, one payment of €500 was made each time.

€2372 is still outstanding.

Three payments of €500 each have already been requested for disbursement.

Kind regards,

Michael

Hallo Karla,

am 17.12.2025, am 20.12.2025, am 23.12.2025 und am 27.12.2025 wurde jeweils 1x500€ ausgezahlt.

Offen sind noch 2372€.

3x 500€ sind bereits wieder zur Auszahlung beantragt.

Lieben Gruß,

Michael

Dear Popy71,

Thank you very much for the update.

I’m keeping a close eye on the remaining withdrawals. Please continue to keep me informed of any further payouts or updates from the casino until the full amount is received.

Hello Karla,

I can confirm that the casino has paid out the remaining €2372. The case can therefore be closed.

Thank you so much for the great support and best regards,

Michael

Hallo Karla,

ich kann bestätigen, dass das Casino die restlichen 2372€ ausgezahlt hat. Der Fall kann also geschlossen werden.

Vielen Dank für die tolle Unterstützung und einen lieben Gruß,

Michael

Dear Popy71,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru