Sportuna Casino - Player requests account closure and refund.

Hello, good afternoon. I emailed Sportuna on November 29, 2024, asking that my account be blocked due to gambling addiction. They didn't even respond. I can access the account without any problems. I'm requesting that my account be closed and my deposit returned.

Hello juannprogamer,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sportuna Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• How much did you deposit since your first request?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi there,

If it is verified.

122€ + 18€ from last week

The casino hasn't responded to me at all.

Thank you juannprogamer for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I have requested a loan and deposited 200€ more, a total of 218€, I have not closed the account yet.

They closed me after insisting on the live chat today.

Hello juannprogamer,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Sportuna Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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 juannprogamer,

Thank you for contacting us.

We are reaching out to confirm you of the status of your account, which is currently closed.

However, after reviewing all available e-mail communications from the casino, we have not found any e-mail requesting account closure due to a gambling problem.

Kind regards,

Sportuna Casino Team

Hello, here's the email that proves I notified Sportuna Casino.

Dear juannprogamer,

Did you send any more emails or just the one from the 29th of November?

Hello good,

March 7th and 21st.

Dear All,

We would like to inform you that matter has been forwarded to the relevant department for further investigation.

You will be kept informed of the update.

Please be assured that we are doing our best to resolve this matter as soon as possible.

Best regards,

Sportuna Casino Team

Good afternoon, Sportuna. They want to refund me €200. I agreed, but I told them I'm missing €18. Attached are the screenshots:

I have accepted the 200€

Dear juannprogamer,

Thank you for the update. Please, let me know as soon as you receive your funds.

Hello Michal,

I'll let you know when I receive the money.

Thank you!

Hello, good afternoon. I have received the transfer of €200. I have now notified Sportuna Casino that I am missing €18, since when I requested the account be blocked due to gambling addiction, I deposited €218.

Thank you!

Dear Sportuna Casino,

Could you give us an update on the remaining €18?

Dear juannprogamer,

We would like to take this opportunity to provide clarification regarding the refund situation.

Following our notification of the settlement, you received an offer accompanied by additional clarification, which served as the basis for the following information:

We would like to draw your attention to a specific aspect of Responsible Gaming, particularly concerning self-exclusion, as detailed below:

Self-exclusion request: you can contact Support Service Team via e-mail:  support@sportuna.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts, but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts.

In accordance with the aforementioned article, the total amount of deposited funds, 24 hours after we receive your request, will be 200 EUR.

Furthermore, upon this clarification, you subsequently confirmed and agreed to the proposed settlement.

Evidence of this confirmation can be resent once we obtain the email address of the forum representative.

We trust that this information clarifies the matter at hand.

Kind regards,

Sportuna Casino Team

At Sportuna Casino, this isn't going to happen. I accepted the €200, but I also told you that €18 was missing.

Above the complaint, there are screenshots showing that I deposited €218 within 24 hours of sending the email after requesting the account be blocked due to gambling addiction. On November 29, 2024, I requested the account be blocked.

On March 7, 2025, deposit €18.

On March 21, 2025, deposit €200.

Total = €218

I attach screenshots:

I notified the casino in 3 emails that €18 was missing.

Dear juannprogamer,

Due to the fact that you have already agreed to the settlement of €200, I am forced to reject this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.