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Good evening. On July 15, 2026, I informed Sportuna Casino of my gambling problem (gambling addiction) and requested that my account be closed. I was told that the account would be closed immediately. A few days later, I tried to log in, was able to do so, and made deposits without any problems. Yesterday, I even received an email and a phone call from my account manager, something that had never happened before.

Today I asked the casino to refund my deposits made since July 15, and the casino simply closed my account. I’ve sent emails so far with no response. I want my funds back because if they had taken my problem seriously and closed my account right away, this wouldn’t have happened. I’m asking for your help with this situation. I’ve attached proof of the situation.

Boa noite, no dia 15 de julho de 2026, comuniquei ao casino Sportuna o meu problema com o jogo(vício de jogo) e pedi o encerramento da minha conta, foi me respondido que a conta seria imediatamente encerrada. Passado alguns dias tentei entrar e entrei e fiz depósitos sem problemas. Ontem até recebi um email e chamada telefónica da minha gestora de conta, algo que antes nunca tinha acontecido.

Hoje pedi ao casino a devolução dos meus depósitos desde o dia 15 de julho e o casino simplesmente encerrou a minha conta. Já enviei emails até agora sem qualquer resposta. Quero a devolução dos meus valores pois se eles tivessem respeitado o meu problema e encerrado logo a minha conta isto não teria acontecido. Peço a vossa ajuda para esta situação. Deixo em anexo as provas da situação .

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Dear Eliserra,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Self-exclusion request: You can contact the Support Service Team via e-mail at support@sportuna.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts."

To better understand your case, could you please clarify a few points?

• Did you also try to contact support through e-mail regarding your self-exclusion?
• Could you also please send me your self-exclusion request and any communication with the casino regarding the self-exclusion? You can attach it here or send it to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Good evening. I didn’t contact you by email because, since I was told that my account would be closed immediately, I felt reassured about that. I simply submitted a self-exclusion request via chat and received this response right away, so I trusted them. I’d like you to understand that for someone with a gambling problem, all of this is very complicated. Just being able to stop and request self-exclusion was already a victory for me; I just wanted the casino to have kept its promise. Right now, after requesting a refund of my deposits, my account has already been closed, but the issue remains unresolved.

boa noite, não entrei em contacto por email pois como me informaram que encerrariam a minha conta de imediato fiquei descansada nesse sentido. Enviei apenas pedido de Autoexclusao pelo chat e recebi logo esta resposta portanto confiei. Gostaria que entendessem que para quem um problema de jogo isto tudo é muito complicado. Só o facto de conseguir parar e pedir Autoexclusao para mim já era uma vitória, apenas queria que o casino tivesse comprido com o prometido. Neste momento depois de pedir a devolução dos meus depósitos a minha conta já está encerrada, mas ainda sem resolucao.

Good morning. I’d like to let you know that I received a response from the casino stating that they will refund the amount to me. I’ve already sent them my information, and now I’m waiting for them to process it. As soon as I receive the money, I’ll post an update here.

Bom dia informo que recebi uma resposta do casino a informar que me irão devolver o valor. Já enviei os meus dados agora aguardo o envio deles. Assim que receber o dinheiro deixo aqui a informação.

Dear Eliserra,

Thank you very much for the update. I am glad to hear that the casino has agreed to refund the amount.

Could you please clarify whether you also submitted your self-exclusion request via email at any point, or whether the request was made exclusively through live chat?

If you did send a self-exclusion request by email, could you please resend or attach a copy of that email here so we can review it?

In the meantime, please keep me updated regarding the refund and let me know once the funds have been successfully received.

Thank you very much for your cooperation.

Karla M.

Good morning. I'd like to let you know that the casino issued the refund the very next day. They were very quick and helpful in resolving the issue. You can close the complaint.

Bom dia, informo que o casino procedeu a devolução logo no dia a seguir. Foram muito rápidos e simpáticos a resolver o problema. Podem encerrar a reclamação

Dear Eliserra,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru