Sportuna Casino - 当該プレイヤーは出金が遅れていると考えています。

Payout over 500€ on 13.03. requested - ID card was requested as KYC, after checking bank statements of the last 3 months. Daily new claims and no payout

Auszahlung über 500€ am 13.03. beantragt - als KYC wurd Personalausweis eingefordert, nach Prüfung Kontoauszüge der letzten 3 Monate. Täglich neue Forderungen und keine Auszahlung

Dear gnasher,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear gnasher,

Have you received your withdrawal from the casino yet?

No no payment received. The payment is still delayed due to the request for documents and bank statements - I have fulfilled all tasks for 10 days (sometimes not legible, then I should show where the debits are on the statements, then these are marked as invalid etc.)

Nein keine Auszahlung erhalten. Die Auszahlung wird weiterhin verzögert durch Anforderung von Dokumenten und Kontoauszügen- habe seit 10 Tagen alle Aufgaben erfüllt (mal nicht leserlich, dann soll ich aufzeigen wo die Abbuchungen stehen auf den Auszügen, dann sind diese mit Markierung ungültig etc.)

Thank you for your reply, gnasher. Has the casino already approved any of the documents you submitted so far?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I have replied to you by email.

The casino keeps delaying the payout and does not accept the documents sent, even though these are 1:1 the ones requested. Pure harassment and delay!

Hallo ich habe Ihnen per Mail geantwortet.

das Casino verzögert weiter die Auszahlung und akzeptiert nicht die zugesandten Unterlagen, obwohl diese 1:1 diese sind die angefordert werden. Reine Schikane und Verzögerung!

Thank you very much, gnasher, for your cooperation. I will now transfer your complaint to my colleague Veronika (Veronika.l@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 gnasher,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about verification and getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Sportuna Casino to join the conversation and participate in the investigation of the case. Could you please explain why the casino keeps rejecting the player's verification documents?

Hello dear Veronika and Gnasher

Thank you for bringing to our attention the delay in processing your withdrawal request.

We understand how frustrating it can be when things don't go as smoothly as expected, and we apologize for any inconvenience caused.

We have investigated the matter and can confirm that your withdrawal request has been successfully processed last week and the funds have been released to your designated account.

We appreciate your patience and understanding throughout this process.

We strive to provide our customers with the best possible service, and we are always looking for ways to improve. If you have any further concerns or questions, please do not hesitate to reach out to our customer support team.

Thank you for choosing our services.

Best regards.

Thank you for your response.

gnasher, could you please confirm if you received your winnings?

Dear gnasher,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.