Complaint #1 Sportuna Sportsbook

Problem with verification

By Michal93xd

8 months ago

Hello,

I'm asking for help with this casino. They processed my withdrawals. Everything was fine. Then they asked me for verification documents. Of course, no problem. I provided everything. Since then, I haven't had any contact with the casino. I've attached screenshots: previous withdrawals, confirmation of sending the documents, and attempts to contact them. They're ignoring me.

Please help.

Best regards.

Disputed sportsbook Sportuna Sportsbook

Reason Verification issues

Discussion

AskGamblers

• Support Team

7 months ago

Dear @Michal93xd,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Sportuna Sportsbook

• Representative

7 months ago

Dear Michal93xd,

Unfortunately, we were unable to accept your proof of address, as it was issued by a digital bank. Please note that we can only accept bank statements from local banks.

To proceed, kindly provide an alternative document to confirm your address.

Acceptable forms of proof include a recent utility bill (e.g. electricity, water, gas) or a bill from a landline or cable service provider.

If you have any questions or need further assistance, feel free to reach out.

Best regards,
Sportuna Casino Team

Sportuna Sportsbook

• Representative

8 months ago

Dear, Michal93xd

Thank you for reaching out and sharing your concerns with us. We want you to know that your case is being carefully reviewed by our team.

Thank you for your patience.

Best regards,
Sportuna Support Team

AskGamblers

• Support Team

8 months ago

Dear Sportuna Sportsbook,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Sportuna Sportsbook Complaint Stats

Resolved 2 / 2

Avg. Amount $596

Avg. Complaint Duration 30 days

Avg. Response Time 2 days

Sportuna Sportsbook Complaints

See all complaints for this sportsbook

Payments not processed yet

I’ve been depositing and withdrawing funds on Sportuna without any issues for two months. Withdrawals were slow but in line with the expected three business days.

On March 19, I requested a withdrawal of 500 euros, and on March 20, two withdrawals of 186 euros and 132 euros.

Since then, for some unknown reason, these withdrawals have remained in the “under review” stage. There is no reason why it should take so long to process them.

I’ve contacted live chat a dozen times and sent about fifteen emails, and in chat, I always get the same response: that the withdrawals are in the final stage of the process.

Meanwhile, via email, I’ve been told for about ten days now that everything is fine and that there’s simply too much volume. A few days ago, I was told there was a problem with the payment provider, which was then denied by the next operator and by the person in chat, who instead told me once again that the withdrawal was in the final stage. I don’t know what to do anymore.

Obviously, I won’t cancel those withdrawals—first, because I also play on other sites, and second, because fortunately, my life doesn’t depend on those 800 euros.

It’s really frustrating to see that I’m not getting any help to get my money back.

Resolved

€818

Casino ignored my self Exclusion request and Allowed me to gamble further

Hello,

I would like to file a complaint regarding the casino’s serious failures in responsible gambling, withdrawal handling, and account closure.

My issue started when I won around €2,000 and tried to withdraw. The website clearly displayed a withdrawal range of €20–€1000, but when I attempted to withdraw €1000, I was unexpectedly told that the maximum daily withdrawal was only €500. Because of this, I withdrew €500, but the withdrawal took three days to arrive. During those three days, I kept requesting €500 withdrawals every day, but because the funds remained pending for so long, I repeatedly canceled them and continued gambling. This created a harmful gambling spiral directly caused by slow processing times and unclear withdrawal limits.

At one point, my balance reached €3,200 on Tuesday 21.10. However, the first €500 withdrawal I made on Sunday still hadn’t arrived.
Eventually, that €500 was the only withdrawal that ever reached my bank account.
In total, 14 other €500 withdrawals were canceled because the casino kept them pending long enough for me to reverse them and continue gambling.

When my balance had dropped to €800, I contacted the casino requesting a goodwill refund due to the misleading withdrawal information and the fact that the maximum limit was suddenly reduced from €1000 to €500 without notice.

During this chat, I even admitted that my gambling was out of control.
Despite this clear sign of gambling harm, the casino did nothing—they did not intervene, offer help, or close my account.

On Sunday 26.10, I finally requested my account to be closed due to gambling addiction. The casino confirmed that my account was closed and “protected.”

However, two days later (28.10), I logged in to check the status of my remaining €202 withdrawal—and shockingly, I was still able to access my account fully, even though I had requested a self-exclusion for gambling addiction. The €202 withdrawal had been left pending for two days, so I was again able to cancel it and gamble the rest of the money on an account that should have been closed for responsible gambling reasons.

After this, I contacted live chat, who told me they couldn’t help and even wished me “good luck and happy gaming,” despite my account supposedly being self-excluded.

Since then, I have sent around 15 emails. Every time I mention the details of the responsible gambling failure or account closure issue, the casino simply stops responding. Their last reply about this issue was on 30.10, despite several follow-up messages from me.

Summary of failures:
• The casino changed the withdrawal limit from €1000 to €500 without notice.
• Withdrawals were intentionally kept pending, encouraging me to cancel and gamble more.
• I admitted that my gambling was out of control, but the casino took no action.
• My account was supposed to be closed due to gambling addiction, but I could still access it two days later.
• I was able to cancel a pending €202 withdrawal and gamble it on an account that should have been permanently closed.
• The casino is now ignoring my messages entirely.

What I am requesting:
At minimum, I am requesting the refund of the €202 that I lost after my account should have been closed.
However, considering the severe responsible gambling failures, lack of intervention, and the fact that the casino allowed me to continue gambling even after a self-exclusion request, I believe a larger refund (up to €3000) is justified.

Thank you for reviewing my case.

Resolved

€202