HomeComplaintsSportuna Casino - Player experiences delayed withdrawal after account closure.

Sportuna Casino - Player experiences delayed withdrawal after account closure.

Amount: €85

Sportuna Casino
Safety Index:High
Submitted: 04 Jan 2024 | Case closed : 23 Jan 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

9 months ago

The player from Spain had faced a significant delay in receiving his funds from Sportuna casino following his account closure. The casino had provided repetitive responses and seemed to have consistently delayed the payment process. The player had closed his account voluntarily due to potential gaming addiction issues and had been assured by the casino that he would receive his funds without any problem. Despite our efforts to assist, the player failed to respond to our questions and provide necessary communication proof, resulting in our inability to further investigate the case. The complaint was therefore rejected.

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10 months ago
Translation

I am awaiting for the Sportuna casino to credit the money they owe me once my account has been closed. All I get are messages delaying the process and repeating the same information to me 20 times. I am tired and have decided to report this website which seems a bit suspect. They do not respond to emails and always seem to delay things.

Automatic translation:
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10 months ago

Dear rllabla,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sportuna Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise how long have you been a player of the casino and when exactly was your account closed?
  • What was the reason why your account was closed?
  • How did the casino inform you about the withdrawal of your funds after your account was closed?
  • What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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,

Tomas


Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

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10 months ago
Translation

It closed on December 10.

I closed it on a personal basis due to possible mental illness with the game

They told me that I would receive my money without any problem and that they would contact me.

Everything in slots.

Automatic translation:
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10 months ago

Please forward me the email communication between you and the casino, or chat transcript regarding the issues mentioned in the complaint.

My email is tomas@casino.guru

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9 months ago

Dear rllabla,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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9 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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