Complaint #7 Sportuna Sportsbook

Not received withdrawal

By Terje B.

2 weeks ago

Hi,

I am contacting you because I have given up on the bookmaker paying out the money that is rightfully mine.

I opened an account with Sportuna September/October 2025 and attempted to withdraw the funds at the end of October 2025. I requested a withdrawal, but the money never arrived. After various chats with them—during which they kept saying they would get in touch to explain what information they needed from me to process the payment—I finally received a mail this summer that they did not intend to pay me. They provided absolutely no explanation.

Even when I try my best, I cannot think of any reason why I shouldn't receive the money. I did not claim a bonus, so no terms were violated, and I have complied with all other rules and conditions. There has to be is only one reason, and that is that they do not want to pay out the money.

I now need your help to address this matter, as I cannot simply let it slide that they are allowed to do this.

For the record, the amount in the account is approximately 37,700 Norwegian kroner, which corresponds to about 3,450 euros.

Best regards

Disputed sportsbook Sportuna Sportsbook

Reason Declined payment

Amount kr37700

Discussion

78 hours left for braathu7 to respond.

Sportuna Sportsbook

• Representative

17 hours ago

Dear Terje B.,

We would like to provide an update regarding this case.

Your selfie has been reviewed and accepted. However, to complete the remaining verification, our team is still awaiting the following document:

- Full October Statement: official bank statement/transaction history covering the month of October, displaying all incoming and outgoing transactions.

Once you provide this documentation to our team, we will finalize the verification and resolve the matter promptly.

Best regards,
Sportuna Casino Team.

braathu7

• Norway

4 days ago

Thank you for your response. I am now confident that you have received the documents you requested, as there is no mention to the contrary on your part. I expect you to resolve this matter quickly, as it is entirely straightforward.

Sportuna Sportsbook

• Representative

4 days ago

Dear Terje B.,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,
Sportuna Casino Team.

braathu7

• Norway

6 days ago

Hi, as you can see from the attached screenshots, I have sent an email containing the requested documentation from my registered email address to the address you provided.

I have now also sent the same documentation from a different email address (Gmail). As I mentioned in my previous message, you need to provide an alternative email address, since there is clearly an issue with the one you are currently using. I have also sent the documents to [email protected] and assume they can be forwarded from there. If you have any comments on this, I look forward to assisting you further. Thank you in advance for your help in resolving this matter.

Sportuna Sportsbook Complaint Stats

Resolved 5 / 5

Avg. Amount $676

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Sportuna Sportsbook Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 7 days.

Complaint Status

78h left

kr37,700

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Sportuna Sportsbook Complaints

See all complaints for this sportsbook

Delayed payment

Hello, please for your help about my problem with Sportuna site.

I deposited 2 times with my Skrill account and from the second deposit I got 500€ and requested withdrawal last sunday. I didn't use any bonus, free bets or anything like that. More painful for me is because when I contact live chat they just copy/paste explanations and I feel very bad.

Until now, I didn't have this kind of experience with any bookie and please for your help with the next step.

In attachment are screenshots from my withdrawal request and betting history. If you need anything else, I will gladly provide you...

Thank you, Ivan

Resolved

€500

Withdraw limit

Hey, I've been betting on sportuna for around a month. Got 1st deposit bonus 100% and did deposit of 100$. I did my first withdrawal of around 500$ and it happened after around a week. Anyway, I continued to play with 300$ that I left on account and made around 1200$ in total when I wanted to do another withdrawal. I tried 500$ but it said that it is more than my daily limit. I then started lowering the amount to see if there is any amount that I am allowed to withdraw and it did process the withdrawal when it got low enough to 50$. So, that was yesterday and I didn't want to make some kind of drama about it; I just tried to withdraw again today when I couldn't withdraw anything. It says that I reached my daily limits. When I wrote to live support a lady who works there told me that I am currently level 1 and my limits are according to VIP level 1, which is 500$. That was the moment when I decided to write it down here and hope that it will be resolved. Right now, I have one withdrawal of 50$ that is processing, 1200$ on account and limits that are not clear.

Resolved

дин.113,988

Awaiting delivery

Hello,

I am requesting assistance regarding a delayed withdrawal from Sportuna Casino.

I requested a withdrawal of NOK 5,000 to my Mastercard on 26 August 2026 at 17:11.

As of 2 September 2026, the withdrawal is still showing as “Under Review” and has not progressed to the approval or payment stage.

The withdrawal is still active in my account, and I have not cancelled it. I would like Sportuna to process the withdrawal and provide a clear explanation for the delay.

I respectfully ask for your assistance in getting my NOK 5,000 withdrawal processed and paid.

Thank you.

Resolved

kr5,000

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

Problem with verification

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.

Rejected