Sportuna Casino - Jogador enfrenta atrasos em depósitos.

On November 3rd, I deposited money four times and the money was immediately debited from my account. To this day, I have only received two transactions. Two are still pending. I'm being given the runaround; it's unbelievable what's happening here. This will be the last time I visit this casino.

Ich habe am 03.11 viermal Geld eingezahlt das Geld wurde auf meinem Konto sofort abgebucht. Bis heute habe ich zwei Buchungen erst erhalten. Zwei sind ausstehend. Bis heute werde ich vertröstet unglaublich was hier passiert wird das letzte mal gewesen sein das Casino besucht zu haben.

Dear Paulalex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please, could you clarify if you have tried contacting your payment processor regarding this issue?

Please could you forward the payment receipt and any relevant communication to dominika.l@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you. 

Best regards, 

Dominika

Hello, I was not told how to contact the payment processor and was not informed about it. I tried to contact the casino several times a day but they didn't help me, they just put me off. I will pass on the relevant information.

Thank you for your support.

Hallo den Kontakt zum Zahlungsabwickler wurde mir nicht gesagt ich wurde nicht informiert drüber. Ich habe mehrmals täglich versucht mit dem Casino Kontakt aufzunehmen aber es wurde mir nicht geholfen nur vertröstet. Ich werde die relevanten Informationen weiterleiten.

Danke für ihre Unterstützung.

Dear Paulalex,

What payment method did you use for the deposits?

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I paid immediately via Klarna, which was done via Mirata Services. OK, then I'll contact them.

Ich habe sofort eingezahlt via Klarna das lief über Mirata Services ab. Ok dann wende ich mich daran.

Hello, I've tried it, what do I do now? I haven't had any success. I can't get any further. I need more help.

Hallo ich habe es versucht was mache ich jetzt habe keinen Erfolg ich komme hier nicht weiter. Ich benötige weitere Hilfe.

Dear Paulalex, could you please share your communication with the casino and the payment provider regarding the deposits? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

As already mentioned previously, if your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

Hello,

I am hereby sending you the attachments again. As I said, I have no chance of contacting the payment processor. The processor is Mirata. The money was taken from my account. I cannot reach anyone there.

Hallo,

hiermit sende ich Ihnen die Anhänge erneut. Wie gesagt zum Zahlungs Abwickler habe ich keine Chance. Der Abwickler ist Mirata. Von meinem Konto ist das Geld abgegangen. Dort erreiche ich keinen.

Dear Paulalex, please contact your payment provider using the contact button displayed in the screenshots.

Hello Dominika,

I tried to contact the payment provider but unfortunately without success, what should I do now?

Hallo Dominika,

Ich habe den Zahlungsanbieter versucht zu kontaktieren nur leider ohne Erfolg, was soll ich jetzt tun?

Dear Paulalex, please provide evidence of your attempts to contact the payment provider and explain why you were unable to reach them. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hello Dominika,

I cannot contact my payment provider because the money was debited directly from my account via Mirata. This is clear from my screenshots. I have searched the internet several times and have not gotten anywhere. I want my money because I am entitled to it. Unfortunately, I did not pay via Klarna because that would be easier to resolve. What should I do?

Hallo Dominika,

Meinen Zahlungsanbieter kann ich nicht erreichen da dies über Mirata direkt von meinem Konto abgebucht wurde dies ist anhand meiner Screenshots ersichtlich. Ich habe mehrmals im Internet gesucht und kommen nicht weiter ich möchte mein Geld haben da es mir zusteht. Leider habe ich nicht über Klarna bezahlt denn das wäre einfacher zu lösen. Was soll ich tun?

Thank you very much, Paulalex, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Paulalex, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Sportuna Casino representative to join this conversation. 

Dear Sportuna Casino, could you please provide more information about this case? 

Looking forward to your reply.

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 Paulalex,

We are really sorry for what you encounter when trying to deposit.

We would kindly request to contact your payment provider in order to investigate your debited funds.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Sportuna Casino Team

Hello dear casino, I have tried to contact the payment provider several times. However, I am missing two payments. Please help.

Hallo liebes Casino ich habe mit dem Zahlungsanbieter mehrfach versucht zu kontaktieren. Mir fehlen jedoch zwei Zahlungen. Bitte um Hilfe.

Dear Paulalex, 

could you provide an overview of the communication that took place with the payment provider? Were you able to address your concerns effectively? What was their response to your issue?

The problem with the communications provider is that it is not reachable at all, i.e. the normal ways of contacting them by telephone are not possible and neither are they possible by email.

Das Problem mit dem Kommunikationsanbieter ist dieser ist gar nicht erreichbar, d.h. die normalen Wege per Telefon sind nicht möglich und auch per Email sind nicht möglich.

Dear Paulalex,

is this payment provider attached to your bank account, please?

I can only send you the transfers that I made; these were done via my Volksbank by bank transfer.

Ich kann Ihnen nur die Überweisungen schicken die ich getätigt habe das lief über meine Volksbank ab per Überweisung.

Hello Paulalex,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Paulalex,

thank you for your patience. There are few questions that we need to clarify, please.

Have you used Mirata previously?

Is this Mirata provider attached to your Volksbank account?

No, I used it for the first time. It is not linked to Volksbank, it was done via instant transfer.

Nein ich habe es das erste mal verwendet. Es ist nicht an die Volksbank verknüpft es lief über sofort Überweisung ab.

Dear Paulalex,

thanks for the update.

Could you please send me a link you used for this Mirata provider, please?

Dear Paulalex,

is there any actual website for this payment provider, please?

Dear Paulalex,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Katarina, I don't quite understand. I instructed Sportuna to pay and from there I was supposed to pay money via instant transfer. What happened was that money was taken from my account. As I said, it was via instant transfer.

Katarina ich verstehe nicht ganz ich habe die Zahlung auf Sportuna angewiesen und von dort sollte ich per Sofort Überweisung Geld einzahlen das lief so ab dass von meinem Konto Geld abgegangen ist. Wie gesagt das lief per Sofortüberweisung.

Dear Paulalex,

have you contacted Klarna? I believe they may be able to trace the funds.

Hello, unfortunately I just checked with Klarna and as I said it was done online on the Sportuna website. I can't find the payments with Klarna.

Hallo leider habe ich gerade bei Klarna geschaut es lief online ab wie gesagt auf der Sportuna Webseite. Bei Klarna finde ich die Zahlungen nicht.

Dear Paulalex,

have you shared your bank account statements with casino as well?

Yes, I have submitted it several times but nothing happens.

Ja ich habe mehrmals die vorgelegt aber es passiert nichts.

Dear all

Kindly be informed that both of the customer deposits had failed and had never reached us all of his other deposits are complete and played down by him .

We would kindly ask the customer to send us bank statement in PDF for the period 11.11 until 01.12 in order for us to confirm that.

Please send it to support@sportuna.com

Best Regards

Sportuna Casino Team

here are the 4 extracts from this period it is about November last year

hier sind die 4 Auszüge von diesem Zeitraum es geht um den November letzten Jahres

Dear Sportuna Casino, 

thank you for your message.

Dear Paulalex, 

I believe casino is referring to a bank statement in PDF, from your financial institution. The screenshots provided may not be a sufficient evidence for them. Will you be able to provide a statement from Klarna?

Unfortunately I can't provide this from Klarna, what do I do now?

Von Klarna kann ich leider das nicht vorlegen was mache ich jetzt?

Dear Paulalex, 

please follow the instructions I found on the Klarna website:

You can view and download your Klarna balance statements by logging in to the app

.

1. Go to Wallet

2.Select Klarna balance

3. Choose Settings

4. Tap Documents for an overview of all your monthly and annual statements

Please send the statement to my email: katarina.d@casino.guru

Dear Paulalex,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Katarina, unfortunately I can't find this at Klarna because I did this via instant transfer on the homepage and was redirected directly to the Volksbank page and then transferred 10€ several times as can be seen on my statements.

Hallo Katarina leider kann ich bei Klarna dies nicht finden da ich dies per Sofortüberweisung auf der Homepage durchgeführt habe und direkt zur Volksbank Seite weiter geleitet wurde und dann 10€ mehrmals anhand meiner Auszüge zu sehen ist durchgeführt habe.

Dear Paulalex,

To officially confirm the absence of your deposit, we kindly request that you provide a detailed statement reflecting the deposit in question. If you are unable to obtain this information through Klarna, we would appreciate it if you could send a PDF version of your bank statement. My email is katarina.d@casino.guru

Dear Paulalex,

thank you for your email.

Could you please request the transaction numbers for these Mirata transactions and ask your bank to trace them? It is essential that we receive all documentation from your bank in writing.

Looking forward to your reply.

Dear Paulalex,

have you submitted the statements requested by the casino in their previous communication, covering the period from November 11th to December 1st? Please send them to support@sportuna.com.

Dear Paulalex,

We reviewed your case and did not receive the €20 deposit. However, as a gesture of goodwill, we have credited your account with the amount.

We appreciate your trust in us! If you need any further assistance, feel free to reach out.

Best regards.

Best Regards

Sportuna Casino Team

OK, I can't understand that, but thank you very much for your effort. OK, thank you very much and if I need help I'll let you know.

Best regards,

Paul Emmerling

Ok alles klar das kann ich nicht verstehen aber vielen Dank für Ihre Mühe. Alles klar vielen Dank und wenn ich Hilfe benötige melde ich mich.

mit freundlichen Grüßen,

Paul Emmerling

Dear Sportuna Casino, 

thank you very much for your kind gesture.

Dear Paulalex,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina Duboak

Casino.Guru