Sportuna Casino - general discussion (page 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.

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

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

Good day, I wish you

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

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.

So I'm writing a bad experience after a long time on Sportuna. I deposited 1000 CZK and won 23000 CZK, I wanted to withdraw it and it told me that my withdrawal limit was exceeded. I wrote to the chat and they told me this: Withdrawal limits vary depending on your account level, which is determined by your gaming activity over the last 90 calendar days. They also vary depending on the ratio of your deposits, withdrawals and also bonuses received.

The level is automatically calculated by our system and we are not able to manually influence the status of any player account. Your current status (level 2) allows you to withdraw up to 12500 CZK every 24 hours up to a maximum of 3 active withdrawal requests.

Even though I had a VIP account and when I withdrew 20,000 CZK, they told me this: Withdrawal limits vary depending on your account level, which is determined by your gaming activity over the last 90 calendar days. They also vary depending on the ratio of your deposits, withdrawals, and bonuses received.

The higher the level, the higher the limits. Your level has dropped to 2 due to your activity. This is determined by the system and therefore the limits have been reduced.

I do not recommend this casino at all.

Well, I have to tell you that this is nothing unusual in online casinos, actually.

The VIP level always drops if the player doesn't deposit, you know.

Have you read the information about VIP levels?