Sportuna Casino - Das Spielerkonto wurde geschlossen und die Gelder wurden eingezogen.

My account was suddenly closed without a clear explanation.

I had a pending withdrawal that was not processed.

Sportuna refused to pay my balance and permanently closed my account.

I contacted their support multiple times, but they only repeated that the decision is final.

They did not provide any valid proof or reason related to violations of terms and conditions.

I believe this is unfair and I request assistance to recover my funds.

My account details: jamilgeha [removed by Casino.Guru admin] they still own me 111,600€ and they closed my account and they don’t want to payme

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.

Hello,

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.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• When have you completed account verification? Which documents were you asked to provide?

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,

Tomas

I played Mega Wheel and XXXTreme Lightning Roulette, as you can see in the pictures – exclusively with my own money.

I already sent you a copy of my identity card two days ago.

Ich habe Mega Wheel und XXXTreme Lightning Roulette gespielt, wie in den Bildern zu sehen ist – und zwar ausschließlich mit meinem eigenen Guthaben.

Ich habe Ihnen vor zwei Tagen bereits eine Kopie meines Personalausweises geschickt.

Dear Jamilg09,

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, Kubo (jakub.m@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,

Tomas

Dear Jamilg09,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Sportuna Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Sportuna Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Thank you for your feedback.

There have been no new developments since my last message. I am waiting for a response from Sportuna Casino regarding the account suspension and the withholding of my winnings.

I am prepared to provide further information or documents if required.

Thank you for your support.

»

Vielen Dank für Ihre Rückmeldung.

Es gibt seit meiner letzten Nachricht keine neuen Entwicklungen. Ich warte auf die Antwort des Sportuna Casinos bezüglich der Kontosperrung und der Einbehaltung meiner Gewinne.

Ich bin bereit, bei Bedarf weitere Informationen oder Dokumente bereitzustellen.

Vielen Dank für Ihre Unterstützung.

»

Dear All,

Thank you for contacting us!

We would like to clarify with you that the customer's account was closed 12.10.2025 due to his claim that a third party access was allowed.

After further investigation of the issue, we have informed the customer that no evidence of hacking was found - No unknown IP addresses during the reported timeframe and the gameplay remained consistent (reoccurring pattern of having big wins then playing with increasingly big stakes until losing all funds, usually on Wheel games, had a few sessions like this throughout the all time gameplay history). The account remained closed for customer's own security per management's decision.

Therefore based on the aforementioned, we have provided the customer the following point of the Terms and Conditions:

3.3 :- You must keep your login/username and password confidential and not disclose this information to third parties. You are solely responsible for any kind of action and/or transaction that are made using your account. Any party that enters your account using the correct login and password will be considered as you and any transactions will be considered as valid and made by you. We shall not be liable or responsible for third parties accessing your account or for any losses connected with the unauthorized use of your account; all such unauthorized use will be considered your own use.

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Also, we would like to clarify that the customer's account was closed without pending withdrawals or active balance, so we see no grounds for any refund in this case.

We hope this clarify the matter for you.

Best regards,

Sportuna.com

There was no unauthorized access to my account, and you have no proof whatsoever that I gambled away the money. Furthermore, you refuse to reopen my account even though I have proof that no one but me could have accessed it.

Es gab keinen unbefugten Zugriff auf mein Konto, und Sie haben keinerlei Beweise dafür, dass ich den Betrag verspielt habe. Außerdem weigern Sie sich, mein Konto wieder zu eröffnen, obwohl ich Beweise dafür habe, dass niemand außer mir Zugang zu meinem Konto haben konnte.

Dear Sportuna Casino,

In order to proceed, I would kindly like to request that you provide the player’s complete gaming history from the beginning of November up until the moment the account was closed, including visible balance development.

Please feel free to send the requested data in any format you find appropriate (XLSX, CSV, or similar) to my email address: jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

We are working on your request and will contact you via email once we have the information.

Best regards,

Sportuna.com

Dear Sportuna Casino,

It has been nearly two weeks since I requested the player’s gaming and balance development history, and I have not yet received the requested information.

I kindly ask you to provide this information at your earliest convenience, as it is necessary for the ongoing review of the case.

Thank you for your cooperation. I look forward to your response.

Hey Kubo,

The requested information was provided on your email.

Let us know what else is needed from our side!

Best regards,

Sportuna.com

Dear Sportuna Casino,

Thank you for providing the requested information. However, after reviewing the logs, I must note that they do not provide sufficient clarity regarding this matter.

The logs appear to confirm a total amount of winnings across various games of €130,099.17, but they do not explain what subsequently happened to these funds. While you have stated that the account was closed with no active balance, it remains unclear how and when this balance was reduced to zero.

If these funds were used and lost during further gameplay after being accumulated, I kindly request a detailed and complete gameplay log showing how the balance was spent. This should include specific games played, corresponding wagers, outcomes, and a clear balance progression demonstrating how the account balance decreased to zero.

Thank you in advance for your assistance. I look forward to your clarification.

Dear Kubo,

We are investigating further in order to provide a detailed explanation. Will update you shortly via email.

Best regards,

Sportuna.com

Hello Jamilg09,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay, I'll wait for your reply, Kubo. Thanks.

Ok ich warte auf deine Antwort kubo danke

I'm waiting for your reply; I haven't received any feedback from you yet, Mr. Kubo.

Ich warte auf deine Antwort, ich habe bisher noch keine Rückmeldung von dir erhalten Herr kubo

Dear Jamilg09,

This was indeed a challenging case to review; however, I am unclear on how you concluded that you are owed the funds mentioned in your complaint. I am concerned that there may have been a misinterpretation of the list you provided during the submission process.

The list shows the total bet amounts and total winnings for each individual game you played at the casino. While the Mega Wheel game did generate winnings totaling €82,888, the total amount you wagered on this game was €83,913. This means that your gameplay on Mega Wheel resulted in an overall loss of €1,025, rather than a net win as you may have believed.

The same calculation method applies to the other games listed. As confirmed by the provided gameplay logs, your entire balance was wagered over the course of several days. Therefore, there is no basis for a refund of funds spent during regular gameplay.

Given the above, we unfortunately have no option but to reject the complaint as unjustified.

Thank you for your understanding, and I’m sorry that we could not provide a more favorable resolution. If you encounter any other issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo