Complaint #40 Sportuna Casino

Two 500 euros withdrawals pending for over 15 days without explanation

By Luigi M.

2 months ago

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.

Disputed Casino Sportuna Casino

Reason Delayed payment

Amount €1000

Discussion

AskGamblers

• Support Team

2 months ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

2 months ago

Dear @luigim94,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Sportuna Casino

• Representative

2 months ago

Dear Luigi M,

Thank you for contacting us.

We would like to inform you that your withdrawals is successfully completed.

Kind regards,
Sportuna

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.

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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.

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