The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. However, before any intervention was necessary, the player received the funds from the casino. As a result, the Resolver did not need to take further action, and the player confirmed that the matter had been resolved satisfactorily.
Sportaza Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €700
Sportaza Casino
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Translation
Dear Casino Guru Team,
I am contacting you because I am experiencing significant problems with my withdrawal from Sportaza and have not received satisfactory support from customer service so far.
On November 2nd, 2025, I requested my first withdrawal from Sportaza. However, after 7 days this withdrawal was cancelled, with the explanation that my bank had allegedly rejected the payment.
After consulting with my bank, I received clear confirmation that no rejection had taken place and that there had been no attempted payment.
Sportaza then asked me to choose an alternative withdrawal method. On November 11, 2025, I initiated a new withdrawal via Skrill. Since then, I have tried to contact customer service several times – without success. Instead of constructive help, I have repeatedly received excuses and delays, which gives the impression that they want me to cancel the withdrawal and continue playing.
The situation has become so frustrating that I have already considered filing a complaint directly with the licensing authority in Curaçao.
I would also like to mention that I have saved all chat histories and screenshots of the payouts and will gladly provide them if required.
I therefore urgently request your support, as I cannot make any progress on my own and my payment is still not being processed.
Thank you in advance for your help.
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3 weeks ago
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.
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3 weeks ago
Dear JeanTigana7,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
Dear JeanTigana7,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 weeks ago
Translation
Hello Casino Guru Team,
Thank you for your message.
Unfortunately, I have not yet received my payment, and the process has obviously not been completed.
I am sending you a screenshot of the corresponding payment.
Best regards
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2 weeks ago
Dear JeanTigana7, please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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2 weeks ago
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Hello Atilla,
-Yes, I have already received a successful payout
-I have passed the KYC verification
-I sent you the last 3 chat logs to your email address.
Thanks for your help in advance!
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2 weeks ago
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Today I contacted customer support again. As always, they copied and pasted standard texts like: "Unfortunately, there has been a delay in your payout. We regret this. Our finance department is working to resolve the issue," etc. Somehow, I'm starting to think SPORTAZA doesn't want to process my payout.
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2 weeks ago
Dear JeanTigana7.
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, Lucia ([email protected]). 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,
Attila Gorkij
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2 weeks ago
Translation
At this point, I would like to thank you and the Casino Guru team once again for your dedication.
Best regards
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2 weeks ago
Hello JeanTigana7,
My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Sportaza Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Lucia
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2 weeks ago
Translation
Hello Lucia,
The payout was processed 5 minutes ago. Thank you so much for your help.
The case can now be closed.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear JeanTigana7,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Lucia
