Sportuna Casino - Вывод средств игроком был задержан, и его аккаунт заблокирован.

I accumulated a large sum of money in my Sportuna account through sports betting and requested a withdrawal on November 14th. At that moment, my access to the account was blocked without any explanation, with the explanation that it was under review.

After a week without any contact or information, I started sending emails, in which they explained that they were experiencing an unexpected delay. It wasn't until December 6th (20 days later) that they requested documents for verification.

When I sent them, they told me I had to resend the documents, without giving any reason for rejecting the ones I had previously sent. On December 15th, I still hadn't heard anything, and I complained, since their website stated that withdrawals were processed within 3 business days. When I emailed them, they told me that as of December 15th, it was still within the 3-business-day period. I sent them a screenshot showing that I had requested the withdrawal on November 14th, and they were still saying they were within the deadline.

After this period of days during which they said they were within the deadline, they started telling me I had to upload the documents to the verification section in my profile, when they WON'T LET ME ACCESS MY PROFILE. Unbelievable.

I kept sending the documents by email, and they still didn't respond when I did.

After that, all their emails consisted of saying that they had forwarded the information to the relevant department, but that never ended with any new information for me.

After this, they started asking me for the same documents again and again, and although I sent them many times, they never responded by accepting them.

Since the beginning of January, they started asking me for patience again, indicating that everything was being reviewed by the relevant department, and since January 15th they have not responded to me.

I don't know what else to do. I haven't done anything illegal. My account is mine, with my data. I've given them everything they've asked for, and they keep creating problems.

I hope that with your help the issue can be resolved.

Thank you so much

Acumulé mucho dinero en Sportuna mediante apuestas deportivas y solicité una retirada el 14 de noviembre. En ese instante, bloquearon mi acceso a la cuenta sin ningún motivo, argumentando que se encontraba en revisión.

Tras una semana sin ponerse nadie en contacto conmigo ni ninguna información, comencé a enviar correos, en los que me argumentaban que sufrían un retraso inesperado. No fue hasta el 6 de diciembre (20 días más tarde), cuando me solicitaron documentos para la verificación.

Cuando los envié, me dijeron que debía volver a enviar documentos, sin ningún motivo para rechazar los enviados anteriormente. El 15 de diciembre seguía sin saber nada, y me quejé, puesto que en su página decían que las retiradas las gestionaban en 3 días hábiles. Cuando les envié un correo, me dijeron que se encontraba a fecha 15 de diciembre dentro de los 3 días hábiles, les pase una captura de pantalla en la que se veía que solicité la retirada el 14 de noviembre y seguían diciendo que estaban en plazo....

Tras este período de días en el que decían que estaban en plazo, comenzaron a decirme que debía subir los documentos al apartado de verificación dentro de mi perfil, cuando NO ME DEJAN ACCEDER A MI PERFIL. Increíble.

Volvía a enviar los documentos por correo electrónico, y seguían sin responder cuando lo hacía.

Posteriormente, todos sus correos consistían en decir que habían remitido la información al departamento correspondiente, pero eso nunca terminaba con nueva información para mí.

Tras esto, comenzaron a volver a pedirme siempre los mismos documentos, y aunque se los envié muchas veces, nunca respondieron aceptándolos.

Desde principios de enero, comenzaron a pedirme paciencia de nuevo, indicando que estaba siendo todo revisado por el departamento correspondiente, y desde el 15 de enero no me responden.

Ya no sé qué más hacer, no he hecho nada ilegal, mi cuenta es mía, con mis datos, he entregado todo lo que me piden, y no paran de poner problemas.

Espero que con vuestra ayuda pueda solucionarse el tema.

Muchas gracias

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Dear Alejandr12345,

Thank you very much for submitting your complaint. Please allow me to ask you some questions, so I can better understand the situation.

Which documents were approved and which were not, to your knowledge?

Has the casino indicated that there might be a problem with approving specific documents?

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, 

Attila