Sportuna Casino - Вывод средств игроков задерживается.

Good afternoon

in a bet i won about 15.000€

on september 14th i made a withdrawal request for 500€ (maximum allowed) and then over the next 3 days i made 2 more SADE withdrawal requests.

with this i reached the limit of requests as i can only make 3 requests at the most.

from then on, nothing has happened, i haven't received the money (1500€) and i can't ask to withdraw the rest i have in my account.

the response from their side is always in the chat saying that they had a delay and now they don't even reply by mail.

what can i do?

thank you

Boa tarde

numa aposta ganhei cerca de 15.000€

no mesmo dia 14 de setembro fiz o pedido de levantamento de 500€ (máximo permitido) e saí em diante nos próximos 3 dia fiz o pedido de mais 2 pedidos SADE levantamento.

com isto atingi o limite de pedidos pois só posso fazer 3 pedidos no máximo.

a partir daí é até agora nada né recebi o dinheiro (1500€) nem o restante que tenho na conta posso pedir para levantar.

a reposta do lado deles é sempre no chat a dizer que tiveram atraso e agora nem por mail respondem.

o que posso fazer?

obrigado

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Dear Mpeteira99, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Sportuna Casino. 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? 
• Have you accumulated 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, 

Katarina

Have you ever made a successful withdrawal before? Yes, several times

Can you confirm that you passed the KYC check? I haven't and I don't know what that is

Did you accumulate your winnings with or without an active bonus? No active bonus

Você já fez alguma retirada bem-sucedida antes? Sim já várias vezes

Você poderia confirmar se passou na verificação KYC? Não passei nem sei o que isso é

Você acumulou seus ganhos com ou sem um bônus ativo? Sem bónus activo

Dear Mpeteira99,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Mpeteira99,

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,
Katarina
Casino.Guru