The player from Greece had been concerned about a withdrawal request made two weeks prior that hadn't been approved. Despite having reached out to the casino via live chat and email, he had only received generic responses and no progress on his withdrawal. He hadn't been asked for any identification documents for verification, which was typically required for larger withdrawals. He had last communicated with the casino on live chat to complain about his withdrawal delay. His winnings had been accumulated from playing slots. The issue was eventually resolved when he received his money, which had been delayed due to issues with the casino's payment provider. We marked the complaint as 'resolved'.
Sportuna Casino - Player's withdrawal is delayed.
Amount: €300
Sportuna Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
Public
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1 month ago
Translation
I have made a withdrawal on the 23rd of March, 2 weeks ago approximately, and it has still not been approved. Additionally, the option to cancel the withdrawal has not been visible for many days now. Whenever I reach out though live chat, they simply copy-paste the same responses and tell me to be patient. A friend of mine was asked to verify his identity (after waiting for a month) and they closed his account immediately after verification. I sent them an email 7 days ago and, of course, I have still not received any response.
Automatic translation:
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1 month ago
Dear alexeee13,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sportuna Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly your account is currently accessible to you?
- Have you been asked to complete account verification, or have you already completed verification of your account, please?
- When was the last time you were in contact with casino casino support and what did you discuss?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
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,
Tomas
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1 month ago
Translation
Of course I can log into my account. This casino belongs to the category that very rarely ask for verification, usually for very large withdrawals. So far they have not asked me to send them anything for identification, although I believe they will, in order to further delay the withdrawal which is already delayed. Today was the last time I spoke to the casino on live chat to complain about my withdrawal and of course they told me nothing more than their classic "don't worry".
I collected the rest playing slots.
Automatic translation:
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1 month ago
Were any documents requested from you, or was your withdrawal processed since your last message, please?
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1 month ago
I got my money. They had a problem with the payment provider as I learned from other players. Thanks for the interest
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3 weeks ago
Dear alexeee13,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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