Sportuna Casino - Casino Failing to Process Withdrawal

Dear Sportuna Casino,

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.

Dear Jekkupekka,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,
Sportuna Casino team

Alright. I received exactly the same response over a week ago when I contacted your customer service, and nothing has happened since. I would be satisfied if you could remove that $500 daily limit so I don’t have to wait until the end of the year to get the money into my account.

Dear Jekkupekka,

We recognize how crucial swift withdrawals are and understand how frustrating delays can be.

The delay is mainly due to a high volume of requests; otherwise, withdrawals are usually processed well before this timeframe. I would also like to provide you with the exact timeline, but i do not have access to financial information.

Please be assured that, Your withdrawals request have been forwarded to the appropriate department, and we have followed up on the request once again to expedite the process.

In addition regarding your withdrawal limit, We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

T&C 6.11 : All withdrawals are processed according to our monthly withdrawal limits and taking into account the VIP status of the customer requesting the withdrawal.

Therefore, I kindly ask you to be a little more patient, which you have already been so far.

Thank you for your understanding.

Best Regards,
Sportuna Casino Team

Thanks for the reply. I got the same reply 12 days ago, that this has been put in the relevant department and will be handled as soon as possible, but apparently it is a very volatile concept.

Dear Jekkupekka,

Before we can process your pending withdrawal requests, we need to verify your account.

Our verification department will contact you shortly to request the documentation required to proceed.

Thank you for your patience and understanding.

Kind Regards,
Sportuna Casino Team

Well done. Was there an idea here to wait for me one month before I can verify my account?

I hope this doesn’t go for another month..........

Dear Jekkupekka,

Our Verification Department has requested additional documentation to finalize your account review.

You can check the verification tab in order to check and upload from there the appropriate documents that need to be sent for verification.

We have requested the following:

- ID + Selfie: A photo of your government ID next to your face to prove you are the owner.

- Crypto Ownership

- Proof of Deposits

- Selfie ID AOS: clear selfie photo holding an ID document with our website in the background (name of our website have to be visible).

We look forward to finalising the verification of your account, after which we will be able to process your withdrawal requests.

Thank you so much for your patience and your cooperation to the matter.

Best Regards,
Sportuna Casino Team

Dear @Jekkupekka,

The AskGamblers Complaint Team is kindly asking you to assist the Sportuna Casino team further and send the required verification paperwork.

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, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

I send documents through email but still waiting for your answer.

Dear jekkupekka,

To expedite the processing of your request, we kindly advise you to upload the required documentation through the Verification section of our website.

Thank you for your cooperation.

Best Regards,
Sportuna Casino Team

Hello. This whole process of yours is very confusing. I received an email requesting documents and stating that if there were any issues uploading the documents to your website, they could be sent by email instead. I was unable to upload the documents directly to your site, so I sent them by email. I also separately informed your customer service that I had to send the documents by email because uploading them through the website did not work.

I would appreciate some clarity regarding this matter. I have now been waiting for a month and a half, and not a single euro has been paid.

I have now uploaded the documents to your site as well...