The player from Spain had attempted to withdraw winnings via Visa, but the funds had been returned due to issues with the payment department. The casino had suggested a bank transfer, but the player had heard nothing since. The player had been seeking resolution for a week. Despite our attempts to gather more information and assist the player, he did not respond to our inquiries. Therefore, we could not investigate further and had to reject the complaint.
Sportuna Casino - Player's withdrawal has been reversed.
Amount: €800
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
9 months ago
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9 months ago
Translation
I have already attempted two withdrawals via Visa, with the money being returned to my account along with an apology that there is a problem with the payment department. They suggested I try bank transfer instead. I have attempted this method and so far, they have said nothing to me. They keep giving me the runaround and always saying the same thing. The only thing I want is to resolve the issue and have my money deposited into my account. I've been chasing them for a week now.
Automatic translation:
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9 months ago
Dear Sjl840518,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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9 months ago
Translation
I have not received any successful withdrawals, they have not requested any verification as of today because it tells me that no verification is required and my winnings are accumulated without an active bonus, only real money
Automatic translation:
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9 months ago
Thank you for your reply, Sjl840518. Do you currently have any pending withdrawals? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
