The player from Lower Saxony has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Sportaza Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €429
Sportaza Casino
Safety Index:Very highCase summary
Discussion
Public
Public
3 years ago
Translation
I made a payment via bank transfer on 08/30/2022.
Since September 3rd, 2022 I have been writing to the Sportaza chat every day and I am telling you that my payout has not been processed.
Every time I get a similar message "Your account looks great, don't worry, you'll get an email as soon as the finance department has processed the withdrawal"
Now I've been waiting since 08/30/2022 and it's 09/07 till today. still nothing happened.
It said last night "at the moment there seems to be a delay, but don't worry"
Even the "Payouts will be processed within 3 working days" in the terms and conditions were not addressed
I understand that payouts can sometimes be delayed, but this was not even processed after 8 days, which I find very noticeable and questionable.
Automatic translation:
Public
Public
3 years ago
Dear Brillosaurus89,
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
Public
Public
3 years ago
Translation
Good day.
I would like to inform you that my case can be closed as I have just received a payout.
Automatic translation:
Public
Public
3 years ago
Translation
My case may be closed / deleted because it was resolved within a few hours of the publication of this post and payment was initiated
Edited
Automatic translation:
Public
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3 years ago
Awesome news, Brillosaurus89. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
