Sportuna Casino - Аккаунт игрока был закрыт.

hello

The casino, after making some withdrawals, kept the pending amount.

With the account verified, they stopped answering emails and my withdrawal never arrived despite me contacting the chat several times to claim it.

I logged in again today and they blocked my account access.

hola

el casino después de haber realizado algunos retiros, se quedó con la cantidad que habia pendiente.

con la cuenta verificada, dejaron de contestar mails y nunca llegó mi retiro pese a que contacté con chat varias veces para reclamarlo.

he vuelto a entrar hoy y me han bloqueado el acceso a la cuenta

Dear migbt22,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Could you tell me how long you were a player at the casino and when exactly your account was blocked?

I went for several months, especially from the end of 2024 to the beginning of 2025. The last withdrawal has been frozen for months and finally cancelled.

How did you find out your account was blocked?

I tried to access today and I couldn't.

What games did you play to build up your current casino balance? (slots, live games, sports betting)

casino and sports betting

Did you achieve your current balance with the help of a bonus?

No

Could you share your communication with the casino regarding the issue to support your complaint? Please send me emails or chat transcripts to my email address. , or post screenshots here

I'll send you an email this afternoon or tomorrow.

¿Podrías decirme cuánto tiempo fuiste jugador en el casino y cuándo exactamente se bloqueó tu cuenta?

fui varios meses, sobre todo de finales de 2024 a principios de 2025. llevo meses con el ultimo retiro congelado y finalmente cancelado

¿Cómo se enteró que su cuenta estaba bloqueada?

he intentado acceder hoy y no podia

¿A qué juegos jugaste para acumular tu saldo actual en el casino? (tragamonedas, juegos en vivo, apuestas deportivas)

casino y apuestas deportivas

¿Lograste tu saldo actual con la ayuda de un bono?

no

¿Podrías compartir conmigo tu comunicación con el casino sobre el problema para respaldar tu queja? Envíame correos electrónicos o transcripciones de chats a mi correo electrónico. [email protected] , o publique capturas de pantalla aquí

esta tarde o mañana os envio correo electronico

Thanks for your reply.

If you sent the information to my email, I haven't received it yet.

Kindly send supporting evidence and relevant communication between you and the casino regarding the account closure and payout delay to my email at

[email protected]

Looking forward to your reply

Dear migbt22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks for your email.

I reviewed the communication you provided; however, the requirements for verification are standard that you'll encounter in many online casinos.

If you believe you sent the casino the documents in the correct format, kindly send them to me for review.

Do you remember which payment method you used for deposits in February 2025? Did the card belong to you?

Send the information to my email at [email protected]

I apologize for the inconvenience.

Yesterday I was talking to them via chat. I didn't use a card, but cryptocurrency. They're asking me for a document that is impossible to obtain if the deposit is made with cryptocurrency.

ayer estuve hablando con ellos por chat, no usé una tarjeta, sino cryptomoneda, y me están pidiendo un documento que es imposible conseguirlo si el ingreso está hecho con cryptomoneda

Thank you very much, migbt22, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you migbt22 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sportuna Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue..

Thank you!

Dear migbt22,

Thank you for your message.

We would like to clarify that your account is currently open and awaiting verification.

You should be able to upload the required documents directly through your profile.

However, if you're experiencing login issues or are unable to access your account, we can also accept your documents via email at [email protected].

Please let us know if you’ve already sent them this way, so we can follow up accordingly.

The verification documents we require are as follows:

Valid ID document

Selfie with ID – A photo of yourself holding your ID, with all details clearly visible

Selfie with the casino in the background – A photo of yourself holding your ID (with details clearly visible), while the Sportuna website is open and visible in the background on your device

Thank you for your cooperation, and we sincerely apologize for any inconvenience caused.

Kind regards,

Sportuna Casino Team

My account is not open, I can't log in because you have blocked me.

I have already sent you all the documents you mentioned, please check your email.

And please, enable my profile again so I can request the withdrawal again.

thank you

mi cuenta no está abierta, no puedo acceder al loguear porque me lo habeis bloqueado.

ya os he mandado todos esos documentos que has dicho, por favor revisad vuestro correo

y por favor , me habilitais de nuevo el perfil para poder solicitar de nuevo el retiro

gracias

Dear migbt22,

Thank you for providing the requested documents via email.

We’re happy to confirm that your account verification has been successfully completed.

Your account is already open, so you should now be able to log in and submit your withdrawal request.

Please let us know if you experience any difficulties.

Best regards,

Sportuna Team

Thank you very much for the update Sportuna Casino representative.

Dear migbt22, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I still can't log in, and therefore request withdrawal.

Please confirm and make sure you have released my account so I can withdraw.

sigo sin poder iniciar sesión, y por tanto solicitar el retiro.

por favor, confirmad y asegurense de haberme liberado la cuenta para poder retirar

Dear migbt22,

Thank you for your message.

We would like to inform you that your account is currently open and active. You should be able to log in without any issues and proceed with your withdrawal request.

If you experience any further difficulties accessing your account, please don’t hesitate to let us know so we can assist you promptly.

Kind regards,

Sportuna Team

Dear migbt22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru