Complaint #3 Sportuna Casino

Delaying verification and the withdrawal

By Bulisi

3 years ago

Hello,

I have sent the vertification documents over a week ago. Exactly what they asked. I have reminded them multiple times to get forward with my vertification. I have sent my utility bill, Neteller statment (past 3 months) and vertified my ID. I even sent message to VIP manager. Only telling me be patient even vertification should take max 3 business days by their terms. I have good amount of money stuck in there and thats why I have to ask AG for help.

Disputed Casino Sportuna Casino

Reason Verification issues

Amount €9500

Discussion

AskGamblers

• Support Team

2 years ago

Dear @Bulisi,

We are happy to hear that the payout has been received, however The AskGamblers Complaint Team is kindly asking you to clarify the total amount of the received payment/s, before we proceed with the closure of the complaint.

Please be reminded that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, we count on your assistance and cooperation during the process.

Thanks in advance for your cooperation.

Bulisi

2 years ago

Resolved and account vertified

AskGamblers

• Support Team

3 years ago

Dear @Bulisi,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Sportuna Casino Complaint Stats

Resolved 24 / 24

Avg. Amount $11,535

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Sportuna Casino Complaint Summary

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

So far, 20 out of 20 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

Sportuna Casino Complaints

See all complaints for this casino

Delayed account closure and refund request

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.

Resolved

Issue with 500euro withdrawal

I am submitting this complaint regarding my pending €500 withdrawal from Sportuna Casino.

I requested a €500 withdrawal by bank transfer on [24 auguste 2026].

According to Sportuna Casino’s information, withdrawals are normally processed within approximately 3 to 5 business days. This timeframe has now passed.

I have contacted customer support several times regarding the delay. I have repeatedly been asked to wait and have been given explanations concerning a high volume of withdrawal requests and the weekend.

Sportuna Casino most recently confirmed that my withdrawal was delayed and stated that it had been marked as a priority. I was also told that I would receive an email confirmation once the process was completed.

However, I have still not received my €500 withdrawal and I have not been given a specific payment date.

I have not cancelled the withdrawal. I have kept screenshots of the withdrawal status, the stated processing time and my conversations with customer support.

I am asking AskGamblers to assist me in resolving this issue and to help me obtain the payment of my €500 withdrawal.

My requested resolution is simple: Sportuna Casino should process and pay my €500 withdrawal.

Resolved

€500

Delaying withdrawals

I am filing a formal complaint against Sportuna Casino regarding systematic delays and strict limits on my withdrawals.

On July 8th, I won a total of 100,000 NOK at Sportuna Casino. I played using my own deposited funds exclusively, and no bonus rules or active wagering requirements apply to my account.

According to the casino's terms and conditions, my daily withdrawal limit is capped at 5,000 NOK.

In order to comply with their financial policies, I began requesting withdrawals in daily increments of 5,000 NOK.

While the casino initially processed 15,000 NOK after I contacted their support department directly, the remaining balance of 85,000 NOK is now being heavily delayed. My account says 69,900 NOK, but with three pending withdrawals, it adds up to 84,900 NOK.

The casino states that withdrawal processing takes up to 3 business days, but my subsequent withdrawal requests have been left pending far beyond this timeframe. I feel that the casino is using artificial stalling tactics and enforcing low daily limits in the hope that I will cancel my withdrawals and gamble away my remaining winnings.

My account is fully verified according to what is said on the Sportuna website;

I have adhered to all casino terms, and there is no legitimate or legal reason for holding back my funds.

I am requesting that AskGamblers assist me in ensuring that Sportuna Casino approves and processes my daily withdrawals in a timely and consistent manner until my full balance is paid out.

Resolved

kr84,900

Two 500 euros withdrawals pending for over 15 days without explanation

I am submitting this complaint regarding two pending withdrawals from my Sportuna account.

On 12-06-2026 and 15-06-2026 I requested two withdrawals of €500 each, for a total of €1,000.

More than 15 days have now passed, and neither withdrawal has been processed.
During this time:
• I have contacted Sportuna Live Chat on numerous occasions.
• I have sent multiple emails to their support team.
• I have also submitted a formal complaint to their complaints department.

Despite all these attempts, I have never received a clear explanation for the delay or an estimated payment date.

The only responses I continue to receive are that:
• my case has been forwarded to the Finance Team;
• the withdrawals have been “escalated” or “prioritized”;
• I should wait for an email.
No one has been able to explain why my withdrawals remain pending.

Importantly:
• I have not been informed of any Terms and Conditions violation.
• I have not been asked to provide any additional information in relation to these withdrawals.
• I have not been told that my withdrawals have been rejected.
I am simply waiting for my own funds without any explanation.

I have kept screenshots of my withdrawal requests, my emails, and multiple live chat conversations confirming that the Finance Team is handling my case but providing no timeframe for payment.

I respectfully request AskGamblers to contact Sportuna and assist in obtaining the immediate processing of my two pending withdrawals totaling €1,000.

Thank you for your assistance.

Resolved

€1,000

Withdrawal delayed

Hello!
I requested my first withdrawal more than a week ago. The website states that withdrawals are processed within a maximum of 3 days. I’ve contacted customer support several times, but they keep telling me that the payments team is busy and that I should receive my money soon. In the account verification section, it says that everything is verified and no further action is required from me.
The attached screenshot is from today, 05.06.2026.

Resolved

Ft50,000

Delayed withdraw for over a week

I requested my first withdrawal over a week ago. The website promises a maximum processing time of 3 days. I have contacted customer service multiple times, but they say the payments department is busy and I will get my money right away. In the account verification section, it shows that everything is in order and I don’t need to do anything.

Resolved

€640

Verification delayed without any reason

Hello,

I have been facing repeated issues one after another when I try to verify the account.

The issue has been running on for more than two months and I am submitting all the documents required one by one despite rejection without any valid reason. Last week, when I tried to submit the final document which is required for verification, the verification page displayed "Upload documents to verify your account". Unfortunately, there was nothing else displayed on the verification page and there was no link for submitting the final document. I do not understand why this issue happened all of a sudden. My verification is wantedly delayed from casino side to make sure I do not withdraw any of my winnings.

When I enquired by email, I got the same response as your email has been forwarded and you will be notified.

This is completely unacceptable and withdrawing the winnings is too much complicated in this casino. I feel all the issues are being addressed from casino side one by one to make sure player does not withdraw any amount.

I have even enquired about submitting the documents via email for verification. It is really frustrating as this verification process has been going on for more than two months without any positive response.

Resolved

$6,175

10 days waiting for a withdrawal with no change

Hello,

After playing and depositing multiple times on this site, I finally won and could withdraw funds. The site states 3-5 business days. I am on day 10 and the withdrawal is still in the first “pending” stage. I have tried to verify but the site says no more verification needed. I have also contacted the chat numerous times but seem to just get the same “it won’t be much longer” answer, if possible could I receive some help communicating with this site as it seems I have exhausted all my avenues to receive my funds.

Thank you!

Resolved

$750

Casino Failing to Process Withdrawal

I made a deposit on April 4, 2026, to claim a reload bonus at the casino. I deposited €200 and received a bonus of approximately €180. I successfully completed the wagering requirements in full and ended up winning a total of €15,401.

Immediately after completing the wagering, I requested a withdrawal. The casino allows a maximum withdrawal of 500 USDC per transaction. Since April 4, I have been waiting for my first withdrawal to be processed, but nothing has happened so far.

I have contacted customer support multiple times regarding this issue. Each time, I have received the same response: “There is a delay with withdrawals, but there is no need to worry.” However, according to the casino’s own terms, withdrawals should be processed within a maximum of 3 days. I have now been waiting for nearly 20 days without receiving a single payout to my wallet.

The casino has not proactively communicated anything about this delay. The only responses I have received have been when I personally reached out to them.

From a player’s perspective, this situation is completely unacceptable. Considering the size of my winnings, the process feels extremely slow and unreasonable. At this pace, it feels like I could still be waiting for my money well into 2027.

I kindly request that Askgamblers assist me in resolving this matter and help expedite the withdrawal process, as this level of delay from the casino is highly irresponsible.

Resolved

€15,401

8 days withdrawal delay with vague excuses

Hello,

I am reporting an 8-day delay regarding my withdrawal of 66051 HUF, which was requested on January 21.

Despite contacting customer support daily, I have been repeatedly given vague excuses. For the first 4 days, they claimed 'technical issues'. Today, they sent an email citing 'complex administrative procedures' and 'security checks', even though they have not requested any KYC documents from me.

They refuse to provide a Transaction ID or a specific timeframe for the payment. I believe the casino is intentionally stalling the process. I am seeking your assistance to get my funds released.

Thank you for your help in advance!

Gergő

Resolved

Ft66,051