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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.