The player from Germany encounters issues with depositing money to the casino, having made four deposits on November 3rd, but only two transactions have completed while two remain pending. The player feels frustrated and misled by the casino.
Sportuna Casino - Player experiences delayed deposits.
Amount: €20
Sportuna Casino
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8.3
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Case opened
Current status
Waiting for casino to reply
6d 18h 56m 13s
Case summary
5 hours ago
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1 month ago
Translation
On November 3rd, I deposited money four times and the money was immediately debited from my account. To this day, I have only received two transactions. Two are still pending. I'm being given the runaround; it's unbelievable what's happening here. This will be the last time I visit this casino.
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1 month ago
Dear Paulalex,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please, could you clarify if you have tried contacting your payment processor regarding this issue?
Please could you forward the payment receipt and any relevant communication to dominika.l@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Dominika
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1 month ago
Translation
Hello, I was not told how to contact the payment processor and was not informed about it. I tried to contact the casino several times a day but they didn't help me, they just put me off. I will pass on the relevant information.
Thank you for your support.
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3 weeks ago
Dear Paulalex,
What payment method did you use for the deposits?
If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.
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3 weeks ago
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I paid immediately via Klarna, which was done via Mirata Services. OK, then I'll contact them.
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3 weeks ago
Translation
Hello, I've tried it, what do I do now? I haven't had any success. I can't get any further. I need more help.
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3 weeks ago
Dear Paulalex, could you please share your communication with the casino and the payment provider regarding the deposits? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
As already mentioned previously, if your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.
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3 weeks ago
Translation
Hello,
I am hereby sending you the attachments again. As I said, I have no chance of contacting the payment processor. The processor is Mirata. The money was taken from my account. I cannot reach anyone there.
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2 weeks ago
Dear Paulalex, please contact your payment provider using the contact button displayed in the screenshots.
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2 weeks ago
Translation
Hello Dominika,
I tried to contact the payment provider but unfortunately without success, what should I do now?
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1 week ago
Dear Paulalex, please provide evidence of your attempts to contact the payment provider and explain why you were unable to reach them. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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1 week ago
Translation
Hello Dominika,
I cannot contact my payment provider because the money was debited directly from my account via Mirata. This is clear from my screenshots. I have searched the internet several times and have not gotten anywhere. I want my money because I am entitled to it. Unfortunately, I did not pay via Klarna because that would be easier to resolve. What should I do?
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1 week ago
Thank you very much, Paulalex, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.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.
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1 week ago
Dear Paulalex,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Sportuna Casino representative to join this conversation.
Dear Sportuna Casino, could you please provide more information about this case?
Looking forward to your reply.
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5 hours ago
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.
Sportuna Casino has 6d 18h 56m 13s to reply
