Complaint #45
Sportuna Casino
Delayed account closure and refund request
8 hours ago
I am requesting assistance with Sportuna’s delay in closing my account despite repeated requests, and my request for a refund of deposits made after my initial closure request.
To the best of my recollection, I first requested account closure through live chat on 27 August 2026 and repeated this request several times. I do not have copies of those chats and have requested the transcripts from Sportuna.
On 3 September 2026, I emailed Sportuna support explicitly asking them to close my account. In that email, I explained that I had already requested closure several times through live chat over the preceding days and had incurred further losses while the account remained open.
Sportuna replied asking for the reason for closure. They subsequently offered me a RSD 1,550 loyalty bonus and a weekly deposit bonus to encourage me to stay. I rejected the offer and explicitly repeated my request to delete the account. The attached correspondence documents these exchanges. The support ticket number is 55855516.
My account was finally closed on 5 September 2026. Until then, I was still able to access it and make further deposits.
On 5 September, I submitted a formal complaint requesting a refund and copies of my communications and account records. I followed up on 7 September, requesting a substantive response and explaining that I intended to contact AskGamblers if the matter remained unresolved. As of 9 September 2026, I have not received a substantive decision on my refund request or the requested chat transcripts.
My current estimate of the disputed deposits is approximately EUR 460. My original complaint stated EUR 510, but that figure was a calculation error. EUR 460 is still an estimate, and I ask Sportuna to provide the complete transaction history so that the exact amount deposited after my first closure request can be verified.
I request a refund of those deposits and ask Sportuna to provide the chat transcripts, the date and time of my first closure request, and the relevant deposit and account-closure records.
I have attached the email correspondence available to me. The earlier live-chat requests should be verified against Sportuna’s records.
To the best of my recollection, I first requested account closure through live chat on 27 August 2026 and repeated this request several times. I do not have copies of those chats and have requested the transcripts from Sportuna.
On 3 September 2026, I emailed Sportuna support explicitly asking them to close my account. In that email, I explained that I had already requested closure several times through live chat over the preceding days and had incurred further losses while the account remained open.
Sportuna replied asking for the reason for closure. They subsequently offered me a RSD 1,550 loyalty bonus and a weekly deposit bonus to encourage me to stay. I rejected the offer and explicitly repeated my request to delete the account. The attached correspondence documents these exchanges. The support ticket number is 55855516.
My account was finally closed on 5 September 2026. Until then, I was still able to access it and make further deposits.
On 5 September, I submitted a formal complaint requesting a refund and copies of my communications and account records. I followed up on 7 September, requesting a substantive response and explaining that I intended to contact AskGamblers if the matter remained unresolved. As of 9 September 2026, I have not received a substantive decision on my refund request or the requested chat transcripts.
My current estimate of the disputed deposits is approximately EUR 460. My original complaint stated EUR 510, but that figure was a calculation error. EUR 460 is still an estimate, and I ask Sportuna to provide the complete transaction history so that the exact amount deposited after my first closure request can be verified.
I request a refund of those deposits and ask Sportuna to provide the chat transcripts, the date and time of my first closure request, and the relevant deposit and account-closure records.
I have attached the email correspondence available to me. The earlier live-chat requests should be verified against Sportuna’s records.
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