Sportuna Casino - プレイヤーは入金の遅延を経験します。

On November 3rd, I deposited money four times and the money was immediately debited from my account. To this day, I have only received two transactions. Two are still pending. I'm being given the runaround; it's unbelievable what's happening here. This will be the last time I visit this casino.

Ich habe am 03.11 viermal Geld eingezahlt das Geld wurde auf meinem Konto sofort abgebucht. Bis heute habe ich zwei Buchungen erst erhalten. Zwei sind ausstehend. Bis heute werde ich vertröstet unglaublich was hier passiert wird das letzte mal gewesen sein das Casino besucht zu haben.

Dear Paulalex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please, could you clarify if you have tried contacting your payment processor regarding this issue?

Please could you forward the payment receipt and any relevant communication to dominika.l@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you. 

Best regards, 

Dominika

Hello, I was not told how to contact the payment processor and was not informed about it. I tried to contact the casino several times a day but they didn't help me, they just put me off. I will pass on the relevant information.

Thank you for your support.

Hallo den Kontakt zum Zahlungsabwickler wurde mir nicht gesagt ich wurde nicht informiert drüber. Ich habe mehrmals täglich versucht mit dem Casino Kontakt aufzunehmen aber es wurde mir nicht geholfen nur vertröstet. Ich werde die relevanten Informationen weiterleiten.

Danke für ihre Unterstützung.

Dear Paulalex,

What payment method did you use for the deposits?

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I paid immediately via Klarna, which was done via Mirata Services. OK, then I'll contact them.

Ich habe sofort eingezahlt via Klarna das lief über Mirata Services ab. Ok dann wende ich mich daran.

Hello, I've tried it, what do I do now? I haven't had any success. I can't get any further. I need more help.

Hallo ich habe es versucht was mache ich jetzt habe keinen Erfolg ich komme hier nicht weiter. Ich benötige weitere Hilfe.

Dear Paulalex, could you please share your communication with the casino and the payment provider regarding the deposits? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

As already mentioned previously, if your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

Hello,

I am hereby sending you the attachments again. As I said, I have no chance of contacting the payment processor. The processor is Mirata. The money was taken from my account. I cannot reach anyone there.

Hallo,

hiermit sende ich Ihnen die Anhänge erneut. Wie gesagt zum Zahlungs Abwickler habe ich keine Chance. Der Abwickler ist Mirata. Von meinem Konto ist das Geld abgegangen. Dort erreiche ich keinen.

Dear Paulalex, please contact your payment provider using the contact button displayed in the screenshots.

Hello Dominika,

I tried to contact the payment provider but unfortunately without success, what should I do now?

Hallo Dominika,

Ich habe den Zahlungsanbieter versucht zu kontaktieren nur leider ohne Erfolg, was soll ich jetzt tun?

Dear Paulalex, please provide evidence of your attempts to contact the payment provider and explain why you were unable to reach them. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hello Dominika,

I cannot contact my payment provider because the money was debited directly from my account via Mirata. This is clear from my screenshots. I have searched the internet several times and have not gotten anywhere. I want my money because I am entitled to it. Unfortunately, I did not pay via Klarna because that would be easier to resolve. What should I do?

Hallo Dominika,

Meinen Zahlungsanbieter kann ich nicht erreichen da dies über Mirata direkt von meinem Konto abgebucht wurde dies ist anhand meiner Screenshots ersichtlich. Ich habe mehrmals im Internet gesucht und kommen nicht weiter ich möchte mein Geld haben da es mir zusteht. Leider habe ich nicht über Klarna bezahlt denn das wäre einfacher zu lösen. Was soll ich tun?

Thank you very much, Paulalex, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) 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.

Dear Paulalex, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Sportuna Casino representative to join this conversation. 

Dear Sportuna Casino, could you please provide more information about this case? 

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.