The player from Spain was unable to withdraw funds using the same Visa card he had used to make deposits. Despite contacting customer support, who blamed the bank or card provider, the issue remained unresolved after 3 days of rejected withdrawals. We suggested trying a bank transfer and asked the player to update us on its status. The player did not respond within the given timeframe, so the complaint was rejected due to a lack of communication.
Sportuna Casino - Player’s withdrawals are being rejected.
Amount: €578
Sportuna Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
I have made several deposits using a Visa card. I am trying to withdraw funds using the same method, Visa, but after 3 days, it gets rejected.
I contacted the agents via chat, and they told me that "it's a problem with the bank or the card", although I have never had this issue with other casinos. I asked for the error message so I could speak with the bank, but they simply say that "it's a problem with the provider".
Automatic translation:
Public
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5 months ago
Dear Leinade3,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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5 months ago
Translation
Good Tomas, thanks for the response.
Last night I contacted again and another agent kindly suggested that I make the withdrawal by bank transfer and I did so (pending processing)
However, in the cancellation emails received it indicates the following:
When making a new withdrawal request to avoid future inconveniences, please follow the instructions below:
- Always use the same payment method used for depositing when withdrawing;
- Ensure there are no pending verification checks on your gaming account;
- For the best experience with our platform, we recommend using the Google Chrome browser;
For this reason, I am not sure that the transfer will work.
Regarding account verification; I have never needed it nor have they asked me for verification documents and my account shows the following: "At the moment verification is not required"
Automatic translation:
Public
Public
5 months ago
Please let me know how your withdrawal request via Bank transfer proceeds. If it gets rejected, we'll intervene.
