Sportuna Casino - Povlačenje igrača je blokirano zbog kašnjenja u verifikaciji.

Subject: Withdrawal of 4,000€ blocked - KYC pending for over 40 days - User: ANTONIO ****

​Message:

"Hello CasinoGuru team,

​I am requesting your assistance to resolve a dispute with Sportuna Casino regarding a withdrawal of 4,000€. My account verification (KYC) has been stuck in 'Pending' status for more than 30 days, despite my full cooperation.

​I have provided all the documentation requested by the casino, including:

​High-quality selfies holding my national ID.

​Photos of my credit/debit cards used for deposits.

​Official bank ownership documents and statements.

​I have contacted their live support and email team multiple times. Every response is a generic template in English stating that a 'specialized department' is reviewing my case and asking me to 'wait a bit longer'. It has been a full month, which is far beyond any reasonable timeframe for a standard verification.

​I feel that the casino is intentionally stalling the process to avoid paying out my 4,000€ winnings. I have fulfilled all my obligations as a player and have not violated any terms.

​I would appreciate it if you could mediate this case to help me get my account verified and my funds released.

​Account details:

​Casino Username: [removed by Casino.Guru admin]

​Disputed Amount: 4,000€

​Evidence: I have screenshots of all my communications and the pending status of my documents.

​Thank you for your help."

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sportuna Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share the most recent response you received from the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

- I managed to accumulate a balance in sports betting

-I didn't achieve my current balance with the help of any bonus. It was all done with real money.

-I'll send you all the answers to your email day after day.

Hi Tomas, I am writing to follow up on my case. It has been several days since I provided all the screenshots and evidence. I want to emphasize that my withdrawal has been pending since November 23rd (almost 2 months). The casino remains silent and my 4,000€ are still blocked. Is there any update from their side or have they responded to your inquiry? Thank you."

Dear RBNL17,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Sportuna Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear All,

Thank you for your patience.

We are writing to let you know that our team is currently reviewing your account. Please be assured that we are processing this as quickly as possible.

To help us resolve this matter and finalize the review, we kindly ask that you send the previously requested documentation as soon as possible. We will be unable to proceed further until these items have been received.

Thank you for your cooperation.

Best regards,

Sportuna Team

Thank you for the update. I want to clarify for the record that I have ALREADY sent all the requested documents (ID, Selfie, and Cards) to the 'complaints' email address immediately after receiving their request today. These are the same documents I have been providing for the last 40 days. The casino now has everything they need in their inbox. I hope this means the review will be finished this case and my 4,000€ will finally be paid. They have had two withdrawals of 500 euros blocked since November 23, 2025. Thank you, Romi, for pushing them to respond.

​Update: I have received a confirmation email from Sportuna's Complaints Department stating that they have received all my documents and they are currently being assessed. I am waiting for the final outcome of the review and the processing of my withdrawal. Thank you.

Thank you, Romi, for publishing my updates. I want to confirm that on Monday, January 19th, I received an email from Sportuna's Complaints Department confirming they have received all my documents and they are currently under review. However, it has been over 48 hours since that confirmation and my withdrawals are still pending. I am still waiting for the final outcome and the payment of my 4,000€. I will update the thread as soon as I hear from them."

Hi Romi, I am writing again because today is Friday and it has been 5 full days since Sportuna confirmed receiving all my documents (on Monday 19th). It has now been 2 months in total since my first withdrawal request. I am very worried about this silence. Could you please push the casino for a final decision? I just want to receive my 4,000€. Thank you

Update: Today I successfully uploaded all the requested documents to the Sportuna platform. Essentially, after two months with my documents blocked in "pending" status, the platform finally allowed me to upload them again today. Regarding my bank cards, please note that my physical BBVA cards belong to a new, secure generation and do not have numbers printed on the plastic. For this reason, I provided photos of the physical cards along with screenshots from the BBVA app showing the name, the first six digits of the card, and the last four digits as they instructed, as well as the cardholder's name and the expiration date. Additionally, last week I emailed an official bank statement for both cards, my ID, and a selfie with my ID to the Claims Department. Everything you need is now in your hands. I expect final verification and payment of my €4,000 starting this Monday.

Update: Today, Sunday, Sportuna sent me an email asking for the card photos again (ending in 5806 and 6537). I have just replied to their email providing everything: photos of the physical cards, app screenshots, and bank certificates. I have also explained (again) that these are BBVA numberless cards. They now have the documents both on the platform and in their email inbox. No more excuses are possible.

Thank you for publishing my updates. I want to confirm that, as of Monday afternoon, Sportuna has NOT yet verified my account nor processed any of my withdrawals pending since November 23rd. They have all the documents they requested via email and platform (including the BBVA Aqua card details). I am still waiting for their final action.

Dear Sportuna Casino,

Could you please update us about this case?

Thank you in advance.

Respectfully,

Romi

Hi Romi. I still haven't heard anything from the casino in this thread, even though it's been over 48 hours since your message. I want to update you: right after your post two days ago, Sportuna sent me a private email confirming they have received all my documents.

​However, the process remains stalled. My account still shows 'under review' and they have not provided an official response to you here. This has been ongoing since November, and I have sent these documents 35 times already. It is clear they are using private emails only to delay the process. I would greatly appreciate it if you could demand a final deadline for my validation and the processing of my €4,000 today. Thank you for your help.

Hi Romi. Just a quick update to keep you informed. Last night, the casino re-enabled the verification section of the platform and asked me again to upload the same card ownership documents to my profile that I've already sent them 40 times. I've already uploaded the official bank statements for all the cards. Now that all the requested documents are 100% uploaded and the platform is complete, there's no excuse for further delays. I hope you can finalize the verification and release my €4,000 today.

Hi Romi. As we are now under the last 24 hours of the timer and Sportuna still hasn't responded or verified my account, I want to reiterate that everything they requested (including the official bank PDFs) was uploaded on Sunday. I am concerned they are just letting the clock run out. Is there any way to get a direct update from them before the case expires?

Hi Romi. This is unbelievable. Sportuna just sent me an email asking for the proof of ownership for cards.

​I already uploaded these EXACT official bank PDFs to their platform on Sunday night.

​They have had these documents via email and chat dozens of times before.

​It seems they are ignoring the documents already uploaded to my profile just to restart the clock or delay the process further. My profile clearly shows these documents as 'Under Review'. Please, Romi, I need you to intervene. I have fulfilled every single request and they are just going in circles

Dear RBNL17,

We are really sorry for this delay.

We would like to kindly inform you that we have informed the verification department regarding that. They informed us that they have received your documents and they will try to finish verification of your account as soon as possible. We will keep you updated.

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

Best regards,

Sportuna Casino Team

Hi Romi. I see that Sportuna has responded saying they will try to verify it as soon as possible. I should point out that they've been saying this for months. They also admitted in their message that they already received my documents (the official bank PDFs, uploaded on Sunday, cards, ID, selfies). I've sent them all this about 50 times; I can prove it all with screenshots. In fact, Romi, you have many of them showing the dates. I don't understand why I received an email yesterday asking for the documents again. It seems like a joke. I don't understand why this casino is blocking withdrawals for its players! Since they already have everything and have confirmed receipt, not just today but since last week, I don't think another 7-day extension is fair. On their platform, they tell you when you upload the document that you're verified in a maximum of 24 hours. They just need to press a button to verify. Could you ask them for a specific timeframe (24-48 hours) to complete this? I've been waiting for two and a half months and I've complied with all their requests.

Hi Romi. It's Friday morning and another week is ending. Sportuna admitted on Wednesday in this thread that they received my documents, but my status is still "Under Review." This means a 75-day wait for a simple identity verification and fund release. It's surreal. Since they've already confirmed they have everything, there's no technical reason for further delays. I don't want to spend another weekend without any information. Romi, I kindly ask you to demand a final resolution from them TODAY. They just need to click the verification button.

Dear Sprotuna Casino,

Could you give us an update, please?

Thank you.

Regards,

Romi

Hi Romi,

​Thank you for your intervention. I would like to report an irregular situation that just occurred in my profile.

​Following your message, my user panel has changed: the system now shows a notification stating that 'Verification is required' to withdraw. However, the casino has removed all the sections and buttons to upload documents. There is no longer any option for me to submit anything.

​This seems like a deliberate maneuver to stall the process. The casino already confirmed last Wednesday (February 4th) that they had all my documents. Now, they are asking for verification while simultaneously blocking my ability to upload any files.

​I kindly ask the casino to clarify if my account is already verified or why they are manually blocking my access to the KYC tools. I am ready to withdraw my €4,000 as soon as they stop these technical delays. I have attached screenshots.

Hi Romi,

​I am devastated and outraged. After 80 days of waiting and providing everything they asked for, Sportuna has just closed my account and confiscated my €4,000 balance.

​They are citing T&C 4.1 and 9.4 without any evidence or explanation. This happened exactly after you intervened and I exposed their technical blocking of the KYC section.

​This is a clear case of 'Exit Scamming' to avoid paying a legitimate winner. I have played fairly, I have provided my real documents, and I have only one account. I ask CasinoGuru to mark this case with a maximum penalty for the casino and to guide me on how to escalate this to the Antillephone N.V. regulator. I will not let them steal my money after 3 months of lies. I demand that they prove what they say with evidence if they are capable of doing so.

Since the casino has chosen to close my account and steal my €4,000, I have officially escalated this case to the Antillephone N.V. regulator today. I am no longer seeking an amicable solution; I am seeking a legal ruling against this fraud.

I would like to add an important update. I have officially requested the full transcripts of my past conversations with the support team to document the instructions they gave me regarding my account.

​When I asked for these logs via live chat, the agent ('Amy') confirmed the records exist but refused to provide them immediately, stating she needs 'more time to consult with the relevant department.'

​It is highly suspicious that the casino is withholding my own communication history while my €4,000 remains seized without a clear public explanation. I am asking the mediator to take note of this lack of transparency and the casino's refusal to provide my personal data logs

I want to provide further evidence of the casino's lack of cooperation. I officially requested my chat transcripts from November 17th-23rd (where the authorization for my deposit was given).

​As you can see in the screenshots:

​In the live chat, the agent ('Amy') avoided giving them to me, claiming they need to 'look into this' with another department.

​I then received an email from 'Abbie' claiming that providing my own chat history is a 'complex process' that requires 'additional time' due to internal protocols.

​There is nothing complex about providing a chat log. It is my personal data. It is evident that Sportuna is intentionally delaying the release of these transcripts because they contain the proof that I acted under their instructions. I request the mediator to ask the casino why they are refusing to provide a simple chat history if they have nothing to hide

I have tried to contact the regulator Antillephone (License 8048/JAZ) through all the official channels listed for their license, and all of them are inactive. As you can see in the attached screenshots:

​Emails to complaints@gaminglicence.com, info@antillephone.com, and complaints@antillephone.com are all bouncing back with DNS errors (SERVFAIL). The official communication channels for this license are broken or non-existent.

​I am also attaching a screenshot of the casino's footer, which shows that they do not provide a dynamic, clickable seal of the regulator, preventing players from filing a complaint through the official validator.

​This is extremely alarming. The casino is holding my €4,000, refusing to provide my chat transcripts (as shown in my previous update with agents Amy and Abbie), and now it is proven that their regulatory authority is unreachable.

​I am requesting CasinoGuru to escalate this case urgently. Sportuna is operating in a way that makes it impossible for players to access their own data or reach a regulator. They must be held accountable for this lack of transparency and for withholding my winnings based on instructions their own support team authorized.

FORMAL DEMAND: Evidence of seizure and valid regulatory contact

​I am officially demanding that Sportuna provides concrete evidence to justify the closure of my account and the total seizure of my €4,000 balance. To this day, I have not received a clear explanation, only vague references to terms and conditions that I have not violated.

​Furthermore, I have three specific demands for the casino to address in this public thread:

1.- ​Full Chat Transcripts: I demand that the casino uploads the logs from November. These conversations will prove that their own support team authorized my actions. Refusing to provide these logs is a clear admission that they are hiding evidence that contradicts their decision.

​2.- Justification of Seizure: If the casino claims a breach of terms, they must prove it publicly. Otherwise, this is not a regulatory action; it is the theft of my winnings and my deposits.

​3.- Valid Regulatory Contact: Since all official emails for the 8048/JAZ license are bouncing back and there is no active seal on your website, I demand that you provide a functional and direct contact for your regulator. A licensed casino cannot operate while being unreachable for legal complaints.

​I am ready to debunk every accusation, but the casino must stop hiding behind 'complex processes'. I ask the mediator to compel Sportuna to act with the transparency required by their license and release my communication logs immediately.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I understand the extension, but I must emphasize that Sportuna has had ample time to provide a simple chat transcript and justify the seizure of €4,000. Their total silence and the fact that their regulatory emails are bouncing back (as I proved with screenshots) shows a clear intent to obstruct this process. I will wait for this final deadline, but I expect no further delays if the casino continues to ignore the mediator.

The casino support has just confirmed they refuse to provide a Ticket ID or any written proof of the escalation. They insist on using an email channel that is technically broken, as I have already proven. This is a clear tactic to exhaust the 7-day timer without providing the chat logs from November 17th-23rd. I am done talking to their live support. I request the mediator to take note of this lack of cooperation. I am now proceeding with the banking dispute for the €4,000.

Dear RBNL17 ,

Thank you for your patience.

We are writing to follow up on the documents requested previously. Please send them at your earliest convenience so we can proceed with your review.

We appreciate your cooperation. If you have any questions in the meantime, please feel free to reach out.

Best Regards,

Sportuna Team.

This is getting ridiculous. The casino is publicly asking for documents that they already requested on February 3rd and which I have provided multiple times since then. I have also sent them again last Friday to the 'complaints' department as requested.

​It's clear this is a stalling tactic to avoid paying my 4,000€. I have fulfilled every single request immediately. Romi, please notice that the casino is asking for information they already possess in their records since November 2025.

I've contacted them, all their departments as shown in the screenshots, and I haven't received any response. All I have is my account blocked and my money withheld. I've asked them privately and publicly to provide reasons and evidence, but they're doing nothing. Romi, I need your help.

Dear Sportuna Casino,

Please explain the situation. The player has already sent everything you requested.

Is there something missing, perhaps?

Thank you.

Regards,

Romi

Hello Romi. I am not going to wait any longer. Since the casino is clearly stalling and ignoring your mediation, I have decided to take formal legal action against Sportuna.

​Please, provide me with the official contact information and the name of the legal representative or the person in senior management who handles these cases at Sportuna. I need this information to serve a formal demand and escalate this to the relevant gambling authorities and my legal counsel.

​My 4,000€ have been blocked since November 23rd without a valid reason, and I will now proceed through the legal route. Thank you for your assistance in providing these contact details

Dear CasinoGuru,

We have sent a detailed response regarding this request to your email address.

Kindly check it and reply to us.

Best regards,

Sportuna Team

Romi, I see that Sportuna has sent you a private email. I want to be very clear: whatever 'version' or 'explanation' they are giving you is just a way to avoid the fact that they have been withholding my 4,000€ since November.

​They are still asking me for documents I provided weeks ago. If they are mentioning the third-party card, please know that their own Live Chat explicitly authorized that deposit, and I have already sent you the proof of ownership for that card as well.

​I don't want more private 'explanations'. I want my money. Please, ask them to provide a legal justification for why a verified account is still blocked after 3 months. I am ready to take this to the Curaçao Gaming Control Board (GCB) and their payment agent in Cyprus, Tilaros Limited, if this is not resolved today.

Romi, this is the final proof of the casino's bad faith. I requested the chat transcripts from November, but Sportuna has only sent me 3 filtered snippets that omit the conversation where their agent authorized the third-party deposit.

​This is a selective manipulation of evidence. Since they are hiding the logs, I formally request that you, as a mediator, demand the full, unedited chat history from November and December.

​I am moving forward with a formal claim against Tilaros Limited in Cyprus for withholding my funds and manipulating records. I need the official contact for their Legal Department to serve the lawsuit.

Dear Sportuna Casino,

Thank you for the explanation.

Please let us know if the player really provided the proof of ownership for that card.

If so, did you evaluate it, please?

Thank you.

Respectfully,

Romi

Hi Romi, thanks for continuing to put pressure on the casino. To avoid any doubt and prevent the casino from continuing to claim 'missing documents,' I'm attaching the ownership documents for the cards ending in 5806 and 6537 directly here (including the statement from the third-party cardholder that was already authorized via chat). Please verify them yourself to confirm that the documentation is official and complete. I've sent these same files repeatedly to Sportuna's 'Complaints' department without receiving a solution. I appreciate you requesting an immediate review of these files, which you now also have. I'm attaching all the documents to your email, romana.r@casino.guru, and I would like you to request the full transcript of the November and December chats to confirm that the casino authorized me to make a deposit from that other card. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Sportuna Casino,

Please reply to my last post as soon as possible.

Thank you.

Regards,

Romi

Dear Romi,

We have sent an email attached with evidence showing the player had used a third part card.

Furthermore, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which RBNL17 acknowledged upon the creation of his account on our website:  

4.1 :- By opening an account on our Website and by using our Website you warrant that: 

<...>

• the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty. 

<...>

9.1 :- The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

<...>

9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

<...>    

We trust that this information will assist in clarifying the matter.  

We look forward to your update. 

Warm regards, 

Sportuna Casino team.

Thank you, Sportuna Casino, for your message.

Dear user,

Could you please send me the proof of the ownership of the card that the casino mentioned to my email, romana.r@casino.guru?

Please note that the beginning of the ownership of the card must be dated earlier than November 19th 2025.

Thank you.

Best regards,

Romi

Hello Romi. Following your last request:

​Proof of Card Ownership: I am sending you (via email) the document proving that the card was active and under the holder's name before November 19th, 2025. This confirms it is not a 'new' or suspicious card.

​Request for Evidence (Crucial): I formally ask you to demand from Sportuna the full chat transcripts from November. In those logs, I explicitly asked their support if I could deposit using this specific third-party card, and they authorized it.

​Legal Argument: A casino cannot invoke terms of 'fraud' (9.1) or 'third-party' (4.1) when their own official agents gave me the green light to proceed. This is a case of misleading information provided by the operator.

​Please, Romi, do not allow them to hide the chat logs. If they refuse to provide the full transcripts, it is a clear admission that they are hiding the proof of their own authorization. I have fulfilled my part; now it is time for them to show the truth.

I am not committing any fraud. The only deposits made to the platform have been with my card, and only one from another card that I am not the owner of, but I did so with the owner's consent, as you can verify by providing all possible evidence. Furthermore, before making the deposit, I asked the Casino via chat, and they confirmed that there would be no problems of any kind, later proving otherwise.

Dear user,

Unfortunately, as you just confirmed, you have indeed used a third-party card, which is against the terms in most online casinos.

Even though you have been assured by a live chat agent that you can deposit with this card, I am unable to take it into consideration, as the terms always prevail.

In this case, I am sorry that we couldn't be of more help here, and I would like you to be really careful next time and always read the terms in every online casino.

Thank you for your cooperation and understanding.

Respectfully,

Romi