Sportuna Casino - A conta do jogador foi encerrada sem motivo aparente.

Good morning, on October 12, 2025 I decided to open an account at the Sportuna casino by making a deposit and starting to play both the live casino and mainly sports betting.

On December 9th and 12th, I made two more deposits of €300 each.

However, on December 17th, with approximately €650 in my balance, I realized that I could not log in, and a message appeared (screenshot attached) indicating that my account was under review.

It is worth noting that at no time have I received an email or communication warning me about this situation.

Since that day I have communicated via email with the casino, receiving on December 24th a communication indicating that my account has been closed under articles 9.1, 9.2 and 9.3.

These articles state facts that are, of course, completely and utterly false.

Since December 24th, I have been sending emails requesting information on how to recover the balance in my account, constantly receiving contradictory emails that only generate enormous frustration since there is no intention of returning my money.

It is for all these reasons that I am desperately turning to Casino Guru for help in recovering this money.

Greetings and thanks in advance

Buenos días, el pasado día 12 de octubre de 2025 decidí abrir una cuenta en el casino Sportuna realizando un depósito y comenzando a jugar tanto al casino en vivo como principalmente a apuestas deportivas.

Los días 9 y 12 de diciembre realizo de nuevo dos ingresos de 300€ cada uno.

Sin embargo, el día 17 de diciembre y con aproximadamente 650€ de saldo, me doy cuenta que no puedo iniciar sesión saliendo un mensaje (Adjunto captura) en el que me indican que mi cuenta está en revisión.

Cabe destacar que en ningun momento he recibido un email o comunicación advirtiéndome sobre dicha situación.

Desde ese día me he comunicado vía email con el casino recibiendo el día 24 de diciembre una comunicacion indicándome que mi cuenta ha sido cerrada en virtud de los artículos 9.1, 9.2 y 9.3.

Estos artículos indican unos hechos que por supuesto son total total y absolutamente falso.

Desde el mismo 24 de diciembre llevo enviando emails donde solicito me indiquen la forma de recuperar el saldo que había en mi cuenta, recibiendo constantemente email contradictorios que lo único que me generan es una enorme frustración dado que no hay ninguna intención de abonarme mi dinero.

Es por todo esto que recurro desesperadamente a Casino Guru para que ayude a recuperar dicho dinero.

Saludos y gracias de antemano

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.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Luisgui,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Can you provide any details about the message you received when your account was under review?

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

Petra

Good morning Petra, firstly I had not gone through the verification process because the casino had not requested it from me.

Furthermore, I did not accept any kind of welcome bonus or any other type of bonus.

Finally, I am attaching the response I received when I contacted them to ask them to explain what was happening with my account:

We are contacting you to inform you about an important decision related to the status of your account.

After careful consideration and a thorough review of the circumstances of your account, we regret to inform you that your account has been closed due to an administrative decision.

We understand this news may be disappointing, and we want to assure you that this decision was not taken lightly. It is based on our Terms and Conditions, sections 9.3 and 9.4.

Our management is dedicated to maintaining a safe and compliant environment for all our clients. To preserve the integrity of our services, it is essential that we adhere to certain policies and protocols .

If you need any additional information, I will be happy to provide it.

Thank you very much and best regards

Buenos días Petra, en primer lugar no había pasado el proceso de verificación ya que el casino no me lo había solicitado.

Por otra parte, no acepté ningún tipo de bono de bienvenida ni de ningún otro tipo de bono.

Por último, le adjunto la contestación que recibí al comunicarme con ellos para que me explicarán que sucedía con mi cuenta:

Nos comunicamos con usted para informarle sobre una decisión importante relacionada con el estado de su cuenta.

Tras una minuciosa consideración y una revisión exhaustiva de las circunstancias de su cuenta, lamentamos informarle que su cuenta ha sido cerrada debido a una decisión administrativa.

Entendemos que esta noticia puede ser decepcionante y queremos asegurarle que esta decisión no se tomó a la ligera. Esta basada en nuestros términos y condiciones T&C punto 9.3 y 9,4

Nuestra administración se dedica a mantener un entorno seguro y conforme para todos nuestros clientes. Para preservar la integridad de nuestros servicios, es fundamental que cumplamos con ciertas políticas y protocolos.

Si necesitan cualquier tipo de información adicional estaré encantado de proporcionarla.

Muchas gracias y saludos

Thank you for your reply and for providing the previous details, Luisgui.

• Could you kindly confirm, to the best of your knowledge, whether you have intentionally or unintentionally utilized any prohibited tools or strategies, or if you have taken advantage of any errors related to systems or bonuses?
• Have you received any further communication from the casino since December 24th? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

Good morning, to the first question I can categorically answer NO, under no circumstances, neither voluntarily nor involuntarily. I have simply been using my account for fun; in fact, I haven't even won any money at the casino, where I'm currently losing money.

It makes no sense.

All communications I have had with the casino will be sent to the email address you provided.

Greetings and many thanks for your work

Buenos días, a la primera pregunta le puedo responder categóricamente NO, en ningún caso ni voluntaria ni involuntariamente. Simplemente he estado usando mi cuenta como diversión, es más ni siquiera he ganado dinero en el casino, en el cual estoy en perdidas.

No tiene ningún sentido.

Todas las comunicaciones que he tenido con el casino van a ser enviadas al correo electrónico que me ha facilitado.

Un saludo y muchas gracias por su labor

Dear Luisgui

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 Samuel ([email protected]). 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,

Petra

Dear Luisgui,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Sportuna Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Sportuna Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the account closure and whether any remaining balance is affected.

Thank you for your cooperation and a timely response.

Best regards,

Samuel