The player from Greece had made two withdrawal requests totaling 1,000 euros but had not received any payments after 5 business days. Despite not requiring account verification, the player felt frustrated with the automated replies from customer support and suspected they were being scammed after already depositing 200 euros. The issue was resolved after 9 days, with the player confirming that the withdrawals were completed. Following this resolution, the player chose to close the account due to dissatisfaction with the overall experience.
Sportuna Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Sportuna Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.3
Sportuna Casino has a Safety Index of 8.3, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
2 weeks ago
Hello, on Sunday 24/11 I made a withdrawal request for 500 days euros. Next day on 25/11 I made another request of 500 euros. It’s now been 5 business days and still no sign of the casino even try to pay me. My account does not require verification. I have been talking to customer support the whole week and at the start the stated it takes 3 business days. Now that this timeframe has passed the state I must be patient without giving any information. The chat agents are all bots and reply with the same automated replies. I truly believe I am getting scammed and I have already deposited 200 euros from my own pocket.
Public
Public
2 weeks ago
Hello Pinello,
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.
- Is this your first ever withdrawal request in the casino?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Public
Public
2 weeks ago
Translation
Yes this is the first withdrawal request and it was with real money. Today 29/11 I spoke with them and since the whole week they told me strictly 3 working days now they don't give me a timetable and just answer like bots the same automated answers. They just tell me to be patient and that the money will go into the bank account
Automatic translation:
Public
Public
2 weeks ago
Translation
Today, Saturday, in customer service they answered that the payment has been sent from their side and it is a matter of the bank now to complete the payment. However again I went into customer service and they all deny that this is the case as they haven't sent anything yet. I have a screenshot of the conversation and it looks like they are making fun of me to my face. Everyone says it suits them and I don't see getting my money. 
Automatic translation:
Public
Public
2 weeks ago
Translation
It's been exactly a whole week and I'm being told the exact same thing at Customer Service. Absolutely no developments are asking for my patience. I imagine if I have to wait even longer for the second withdrawal, I will never get my money.
Automatic translation:
Public
Public
2 weeks ago
Translation
We are on the 6th working day, 8 days in total. Customer service responds to me in the same automated way. I just want to know if this casino is a scam so I don't waste my time waiting to receive money
Automatic translation:
Public
Public
2 weeks ago
Translation
withdrawals completed after 9 days. I proceeded to close my account as I was unhappy with the whole experience. You can close the case.
Thanks
Automatic translation:
Public
Public
2 weeks ago
Dear Pinello,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
