Sportium Casino - Das Spielerkonto wurde gesperrt, die Rückerstattung verzögert sich.

I made a deposit on March 22, 2026. A few days prior, I was able to claim my bonuses normally, but from the day I made the deposit, it said my account had been suspended. I contacted support, and they specified a timeframe for receiving a response via email. To date, I haven't received any response. Therefore, I proceeded to request a refund of the deposit, which also passed within the specified timeframe, and they haven't processed it. I haven't been able to claim any of the daily bonuses they offer. In fact, right after making the aforementioned deposit, I received an authorization message for a casino bonus worth $500 pesos, obviously with the casino's rollover requirements. However, I accepted it, and they never credited it, much less allowed me to play any slots. Customer service takes far too long to respond. I've already sent them the transaction confirmation and screenshots, and they just tell me to wait for a response to my email and that all I can do is wait, when they aren't fulfilling any of their obligations, and I'm aware of this. I don't know the reason for the suspension of my account, as there isn't one. They claim it's under review due to a system error. It's been a long time since I've made any withdrawals; most of my recent transactions have been deposits. I hope you can help me. Thank you in advance.

Realicé un deposito el 22 de marzo de 2026, algunos días antes podía reclamar mis bonos con normalidad pero desde ese dia que realice el deposito decía que mi cuenta había sido suspendía por lo cual me comunique con soporte y me especificaron un tiempo determinado para recibir respuesta mediante correo electrónico, hasta la fecha no he obtenido respuesta alguna, por lo cual procedí a realizar la solicitud de devolución del depósito realizado lo cual tambien ha transcurrió el tiempo especificado para la devolución y no la han realizado, no he podido reclamar ninguno de los bonos diarios que dan, de hecho justo despues de realizar el deposito antes mencionado, me apareció un mensaje de autorización para recibir un bono de casino por el valor de $500 pesos obviamente con su rollover que maneja el casino, sin embargo lo acepte y nunca me lo otorgaron mucho menos me permiten jugar ningún slot, atencion a clientes tarda demasiado en responder, ya le s envie el CEP de la transacción, ya les envié capturas y dolo dicen que espere respuesta a mi correo electrónico y que solo queda esperar, cuando no estan ellos cumpliendo con nada y yo estoy consciente del uso que le he dado a mi cuenta, desconozco el motivo de suspensión puesto que no lo hay, y ellos argumentan que esta en revisión por parte de un error del sistema, tiene mucho tiempo que no realizo ningún retiro de ahí cabe aclarar que la mayoría han sido depósitos últimamente . Espero me puedan ayudar, de antemano muchas gracias

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 Oskrbnl12,

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

To better understand the situation, could you please provide a bit more detail on the following:

• Which types of games did you mainly play (e.g., slots, live casino, sports betting)?
• Had you completed the account verification process before losing access?
• Could you please confirm whether you were able to accumulate any winnings, either with or without an active bonus?

I hope we’ll be able to assist you in resolving this matter as quickly as possible.

Thank you very much in advance for your reply.

Best regards,

Petra

Thank you in advance for looking into my case.

I have always played slots, and my account has been verified for a very long time. I am a constant and very active user, although my withdrawal amounts are not constant or large, but I have never done anything that would be a suspicious reason for them to decide to suspend my account.

As for whether I accumulated winnings with the bonus, well, no, I didn't have the opportunity because firstly it wasn't even reflected in my bonus balance, and by the time I accepted the bonus, my account was already suspended, so if I didn't have the opportunity to enter any game of any kind, I certainly didn't have the opportunity to accumulate any winnings.

De antemano muchas gracias por atender mi caso.

Siempre he jugado tragamonedas, y mi cuenta tiene demasiado tiempo verificada, soy un usuario constante y muy activo aunque mis cantidades de retiro no sean constantes ni de grandes cantidades, pero nunca he realizado ninguna acción que sea motivo sospechoso para que decidieran suspender mi cuenta.

Sobre si acumule ganancias con el bono pues tampoco, no tuve oportunidad ya que en primer lugar no se me reflejo siquiera en el saldo de bono, y para cuando acepte que me otorgaran dicho bono, mi cuenta ya se encontraba suspendida por lo cual si no tengo oportunidad de entrar a ningún juego de ningún tipo, mucho menos tuve oportunidad de acumular ninguna ganancia.

Hello Oskrbnl12,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra 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 Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for providing the previous details, Oskrbnl12.

• What specific message did you receive when your account was suspended?
• Have you received any communication regarding the 'system error' mentioned by customer support?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I haven't received any information about my account. It still hasn't been reactivated, and I haven't received my deposit back. Since approximately March 22nd (the date my account was suspended), they specified a maximum of 5 business days for this supposed review. I still haven't received any information, and they just tell me to wait for a response to my email. I've told the support agents too many times (if they even respond, because many times they leave me hanging until the chat closes due to lack of activity on their part, obviously) that I can't wait any longer. Besides, I was losing all the bonuses I'm entitled to that they give out daily because of the suspension of my account without prior notice.

The message I get when I enter any slot game, regardless of the instructor, is "account suspended".

I HAVE ATTACHED EVIDENCE OF A CHAT WITH A SUPPORT AGENT THAT RECEIVED NO RESPONSE.

Thank you very much in advance

I am also attaching evidence of each and every bonus I have lost due to the suspension of my account.

No he recibido ninguna información a cerca de mi cuenta, es fecha que no me la habilitan y tampoco recibo la devolución de mi deposito, desde el 22 de Marzo aproximadamente (fecha que me suspendieron la cuenta) especificaron 5 días hábiles máximo que tomaría esa supuesta revisión, es fecha que no obtengo información y solo me dicen que espere la respuesta a mi correo electrónico, ya van demasiadas ocasiones que les comento a los agentes de soporte (si es que me responden, porque muchas veces me dejan solo hasta que el chat se cierra por falta de actividad por parte de ellos evidentemente) que ya no puedo esperar mas, además de que todos los bonos a los que tengo derecho que dan día con día los estaba perdiendo gracias a la suspensión sin previo aviso de mi cuenta.

El mensaje que me aparece al entrar a cualquier juego slot sin importar el profesor que sea es "cuenta suspendida"

ADJUNTO EVIDENCIA DE CHAT SIN RESPUESTA ALGUNA CON AGENTE DE SOPORTE

Muchas gracias de antemano

También adjunto evidencia de todos y cada uno de los bonos que he perdido a causa de la suspensión de mi cuenta

Dear Oskrbnl12

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 Jana jana.k@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,

Petra

Dear Oskrbnl12,

I sincerely apologize for the inconvenience caused by your account being blocked. I will reach out to the casino promptly to address this issue. Additionally, I would like to invite a representative from Sportium Casino to join this conversation to assist in resolving this complaint.

Dear Sportium Casino,

could you please clarify the reasons behind the player's account being blocked? We would appreciate it if you could provide relevant evidence as well. You may share your statement and any accompanying evidence in this conversation or forward it to my email address, jana.k@casino.guru.

Thank you in advance for your cooperation and assistance in this matter.

Kind regards,

Jana

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 have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the DGOJ Gaming Authority (https://www.ordenacionjuego.es/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana