The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The Complaints Team noted that the player did not respond to inquiries regarding the status of the withdrawal, which hindered further investigation. As a result, the complaint was rejected due to lack of communication from the player.
Sportuna Casino - Player’s withdrawal has been delayed.
Amount: €500
Sportuna Casino
Safety Index:HighSafety Index
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8.3
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
5 months ago
Translation
I submitted a withdrawal request on July 14, 2024.
The terms and conditions specify 1-3 days for processing. This time has passed, and I keep getting the same responses in chat and via email.
At this point, I'm starting to think this might be a scam and am considering contacting a lawyer and a regulatory authority.
On July 15, 2024, I made an additional withdrawal request for €500 since only a maximum of three open requests are allowed!
In total, it's about €1000, and I believe that you will not pay out my winnings.
I urgently need assistance with this issue!
Automatic translation:
Public
Public
5 months ago
Dear marxorx,
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
Public
Public
5 months ago
Translation
I don't understand your statement.
The terms and conditions state 72 hours as the maximum time, so I registered and decided to play there.
I don't even get a serious answer and am just put off from day to day.
I would understand if the casino would at least give me a reason or help me out.
They make me feel bad and let me down.
I certainly won't wait weeks for this, maybe I should contact a lawyer directly or contact a supervisory authority.
Automatic translation:
