HomeComplaintsSportuna Casino - Player’s winnings haven’t been received yet.

Sportuna Casino - Player’s winnings haven’t been received yet.

Amount: €500

Sportuna Casino
Safety Index:High
Submitted: 11 Sep 2024 | Case closed : 30 Sep 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player from Greece had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team had advised the player to be patient and to wait at least 14 days before escalating the issue. After the recommended timeframe, the team had reached out for updates but did not receive a response from the player. Consequently, the complaint was rejected due to lack of communication.

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2 months ago


Dear Sir/Madam,

I am writing to formally file a complaint regarding the delay in processing my withdrawal request from Sportuna Casino, where I am registered under the following username: valou8

On 2 September, I requested a withdrawal of 500€ , which I am entitled to after successfully meeting the requirements on the casino platform. However, despite the fact that 9 days have passed, my withdrawal has not been processed, and I have not received a clear explanation for the delay.

I have contacted the casino's customer support on multiple occasions, but I have yet to receive any satisfactory response or resolution.

I kindly request that this issue is investigated, and that my payment is processed without further delay. Should this issue not be resolved promptly, I will be forced to escalate the matter to the relevant regulatory authorities.

Thank you in advance for your prompt attention to this matter.

Best regards,

Evangelia Chondrou

valia_hon@hotmail.com


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2 months ago

Dear valiahon,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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2 months ago

Dear valiahon,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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2 months ago

Dear valiahon,

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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1 month 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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