Sportium Casino CO - Die Auszahlung des Turnierpreises an den Spieler erfolgt verspätet.

Hello, I have a complaint about the tournament I played at the Sportium casino, which was filed on February 25 of this year, in which it is evident that in the tournament I played on February 19, as evidence, I played more than 25 million pesos and they did not give me anything. I would like you to help me with this so that they can please review and award the prize. My cc 105*****12 wilmer m*** c***** wilm****@gmail.com report number generated by Sportium #4919, which they tell me was from 24 to 72 hours to give a response, which has already passed and there is no response whatsoever. I hope for a prompt response, thank you.

Buenas tengo un reclamo acerca del torneo que jugue en el casino sportium el cual fue radicado el 25 de febrero de este año en el que se evidencia q en el torneo que jugue el 19 de febrero como evidencia jugue mas de 25 millones de pesos y no me dieron nada quisiera que me colaboren con esto para q por favor revisen y otorguen el premio mi cc 105*****12 wilmer m*** c***** wilm****@gmail.com numero de reporte generado por sportium #4919 el cual me dicen que era de 24 a 72 horss para dar respuesta lo cual ya pasaron y no hay respuesta alguna espero una pronta respuesta gracias

Hello wilmerkfnet,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sportium Casino CO. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What was your final tournament placement?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good evening, if the date is verified, it was 01/13/2025

And today I spoke with an advisor and he told me to call tomorrow at 8 am to be able to help because as it is evident I played on February 19 with an amount of 25 million pesos in the Drops wins tournament in the Book of Fallen game and they did not award a prize.

Buenas noches si esta verificada la fecha fue el 13/01/2025

Y si hoy hable con un asesor y me dijo q llamara el dia de mañana a las 8 am para el poder colaborar porque como se evidencia jugue el 19 de febrero con un monto de 25 millones de pesos en el torneo de Drops wins en el juego book of fallen y no otorgaron premio

Here I attach images of the game

Aca adjunto imagenes del juego

I need an answer please

Necesito una respuesta por favor

?

It's been more than a week and I haven't received a response.

Ya ha pasado mas de una semana y no me han dado respuesta

?

The last thing they tell me is that I have to wait for Pragmatic's response.

Lo ultimo que me dicen es que toca esperar la respuesta de pragmatic

But it's been more than 72 hours since the tournament ended on March 5th.

Pero ya lleva mas de 72 horas el torneo termino el 5 de marzo

?

Hello Wilmerkfnet,

I kindly ask that you refrain from spamming the complaint, as it will not expedite our response.

Thank you for all the information provided so far. I will now forward your complaint to my colleague Branisalv (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Wilmerkfnet,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, do you please have any proof of your placement in the tournament at all? Unfortunately, in your screenshots above, it is not clear at all. Feel free to send any relevant proof/screenshots here.

Thank you.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Sportium Casino CO team,

Could you please look into the player's issue, review it with the relevant casino department or game provider, and provide us with the results of your investigation? Can you clarify the circumstances in more detail?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

They haven't given me an answer.

? No me han dado una respuesta

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.

And in that case there is no prize?

Y en ese caso no hay premio ?

Good afternoon, neither with evidence do they give an answer nor a prize for playing those 25 million pesos from the heart and if possible, the return of at least 10 percent of the amount played in the Book the Fallen game at the Sportium casino.

Buenas tardes ni con evidencia dan respuesta ni premio jugando esos 25 millones de pesos de corazon y si es posible la devolucion al menos del 10 por ciento del monto jugado en el juego Book the fallen en el casino Sportium

Because even playing with that amount and buying spins for 5 million until completing the 25 million and not giving a prize in that tournament

Porque ni jugando con ese monto y comprando tiradas por 5 millones hasta completar los 25 millones y no dar premio en ese torneo

Hello Wilmerkfnet,

Thank you for your email.

Unfortunately, the casino has not contacted me back yet. I tried to contact them again via email, and I am waiting for their response.

However, in the meantime, looking at your screenshots provided above, I have a few more questions for you.

Do you have any proof of your placement in the tournament and your eligibility for any prize from it?

In one of your screenshots, your position is "7000+", but in the same screenshot, the last prize is given for positions 501 to 3500, which does not confirm you are eligible for any prize at all.

Do you have a better screenshot of the same details but with more from positions after 3500 and the related prizes? Was there even any prize for position 3501+ at all? If not, it looks like you simply did not meet enough of the conditions/requirements in the tournament to receive a prize. In addition, the last prize was 22500 COP, which represents a minimum, and it is maybe 5€, so there was likely no prize for placement for 3501+ positions. Also, it appears that the tournament took place in several different casinos.

I am not sure if we can even consider this sufficient to confirm your placement in the tournament with the provided details. Where did you get the disputed amount of 2000000 COP, please?

Thank you.

I just sent you more information and more to your email x

Le acabe de enviar a su correo mas informacion y mas x

ta

I sent more and detailed information about my history to the email.

Le envie al correo mas informacion y detallada de mi historial

In your email, send everything and more details about what you asked me. I hope for a prompt response, please, to my email if possible.

En su correo envie todo y mas detallado lo q me pregunta espero una pronta respuesta por favor a mi correo electronico si es posible wilmerkfnet@gmail.com

Dear Wilmerkfnet,

Thank you for your email and the additional details/screenshots.

However, after reviewing your screenshots, I could not find enough to confirm that you successfully met all the conditions of the tournament or that you placed in the tournament leaderboard at all. I could see several conditions that are not possible to confirm from any of your screenshots. In addition, you probably provided me with a communication with a casino live chat representative regarding a different tournament, where it appears you did not correctly understand the "results" of the tournament and "positions" in the tournament. Therefore, the only way we could find out more is from the casino itself, which, unfortunately, has not contacted me back at all.

Anyway, I found a few other possibly relevant contacts in our internal database, so I manually contacted all of them outside the thread a while ago, waiting for their responses.

Now I am extending the timer for the casino once again, providing the casino with the last 7 days to comment on the matter or provide the requested. If they fail to cooperate, the case will be closed in accordance with the information in my post added to the thread on March 28, 2025.

In the meantime, please read my previous post carefully once again, and let me know if you are able to provide me with the requested because you did not share with me all information/details I requested from you, especially regarding prizes for positions 3501+.

Also, I have a few additional questions.

You had some balance in your gaming account - what happened with that balance? Do I understand correctly you lost it by playing at the casino? What exactly does the disputed amount of this complaint represent if there is no such amount in the positions and prizes in the screenshot you shared with us earlier?

Thank you for your patience and understanding. Once I have anything relevant to the case, I will inform you.

What do you need to send by mail?

Que necesita para enviarle por correo

That's why it doesn't appear?

Por eso no aparece?

?

Dear Wilmerkfnet,

I am sorry for the delay.

I would like to see something like this (the screenshot), what you provided earlier, but with the positions 3501+ and respective rewards for placing in those positions.

In addition, it would be great to see something like that with your position somewhere in the leaderboard. If your position is 7000+, and no reward is for a position higher than 7000, as I indicated above, it is very likely you simply did not meet the conditions/requirements for the tournament in question.

Please read my previous posts once again and carefully, and try to provide all the requested information/details/supporting evidence.

In the meantime, I am in contact with some responsible persons from the casino, so I am setting up the timer for the casino again, waiting for their response and further details. Once I have something relevant, I will let you know.

Thank you for your patience and understanding.

Dear Wilmerkfnet,

After gathering and reviewing all the necessary information and details, and after an internal discussion with the team, we decided to close this complaint as unjustified.

Although you provided us with a few screenshots, there is insufficient information regarding the tournament in question, and despite I could see your position or results in some of your screenshots, those were related to different tournaments. In addition, it is impossible to review the matter sufficiently on our side based on the data in the form you provided. We would need the complete game logs for the respective dates and complete Terms and Conditions valid for the tournament you attended. Based on all the stated and the fact you were unable to support your claims with sufficient evidence confirming at least your placement/position in the tournament leaderboard or information about rewards for placements below 7000+ positions, there is no other option than to direct you to the casino's customer support for more information and help.

I received this link from the casino representative - https://www.sportium.com.co/info/atencion-al-cliente.html - where you can reach them out.

As for your question regarding returning some of your lost winnings that should have been counted towards the tournament's conditions/requirements, I have to warn you, as I indicated earlier or also via email, that it will probably not be possible. Online casinos usually do not return winnings lost by playing to their players. Players accept the risk of losing funds upon registration and accepting the casinos' Terms and Conditions. However, the question should be directed to the casino's customer support. It is worth at least trying.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help. However, please bear in mind that it is not enough to only claim something, and it should be supported with sufficient evidence.

If you are not satisfied with the complaint solution or replies from the casino's customer support, I recommend you consult the gambling authority that the casino is regulated by (you can find more information HERE).

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru