Sportuna Casino - A retirada do jogador está atrasada.

I have made a withdrawal on the 23rd of March, 2 weeks ago approximately, and it has still not been approved. Additionally, the option to cancel the withdrawal has not been visible for many days now. Whenever I reach out though live chat, they simply copy-paste the same responses and tell me to be patient. A friend of mine was asked to verify his identity (after waiting for a month) and they closed his account immediately after verification. I sent them an email 7 days ago and, of course, I have still not received any response.

Έχω κάνει ανάληψη από τις 23/3/24 2 βδομάδες περίπου και ακόμα δεν έχει εγκριθεί. Επιπλέον δεν είναι εμφανή η δυνατότητα ακύρωσης ανάληψης εδώ και πολλές μέρες και καθημερινά στο live chat μου λένε με copy paste τα ίδια πράγματα και να κάνω υπομονή. Σε ένα γνωστό μου ζητήσανε ταυτοποίηση ( ενώ περίμενε ένα μήνα) και του κλείσανε το λογαριασμό μόλις την έκανε. Σε email που τους έστειλα επίσης εδώ και 7 ημέρες δεν έχω λάβει φυσικά καμία απάντηση.

Dear alexeee13,

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. 

• Do I understand correctly your account is currently accessible to you?
• Have you been asked to complete account verification, or have you already completed verification of your account, please?
• When was the last time you were in contact with casino casino support and what did you discuss?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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

Best regards,

Tomas

Of course I can log into my account. This casino belongs to the category that very rarely ask for verification, usually for very large withdrawals. So far they have not asked me to send them anything for identification, although I believe they will, in order to further delay the withdrawal which is already delayed. Today was the last time I spoke to the casino on live chat to complain about my withdrawal and of course they told me nothing more than their classic "don't worry".

I collected the rest playing slots.

Φυσικά μπορώ να μπω στο λογαριασμό μου. Το καζίνο αυτό ανήκει στη κατηγορία που πολύ σπάνια ζητάνε επαλήθευση , συνήθως σε πολύ μεγάλες αναλήψεις . Προς το παρών δεν μου έχουν ζητήσει να τους στείλω κάτι για ταυτοποίηση αν και πιστευω θα το κάνουν , για να αργήσει κι άλλο η ανάληψη που ήδη έχει καθυστερήσει. Σήμερα ήταν η τελευταία φορά που μίλησα με το καζίνο στο live chat για να παραπονεθω για την ανάληψη μου και φυσικά δεν μου ειπαν κατι πέρα απτό κλασσικό τους " do not worry " .

Το υπόλοιπο μου το συγκέντρωσα παίζοντας κουλοχέρηδες.

Were any documents requested from you, or was your withdrawal processed since your last message, please?

I got my money. They had a problem with the payment provider as I learned from other players. Thanks for the interest

Dear alexeee13,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru