The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The player reported that a Bitcoin withdrawal marked as approved was never received, and the casino had later canceled the transaction and credited the funds back to his account. Subsequently, he had been unable to access his account due to password issues, which were later resolved. The player had requested a new payout via bank transfer, which was pending at the time of resolution. We marked the complaint as resolved after the player confirmed that account access was restored and a new withdrawal was initiated.
Sportaza Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €290
Sportaza Casino
Safety Index 7.3 Above averageCase summary
Discussion
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1 month ago
Translation
Good day,
I have been waiting for my BTC payout of €290 for 10 days.
The payment has been marked as "Approved" for several days now, but nothing has changed since then. I also can no longer cancel it (nor do I want to) – just FYI.
I have asked several times in the live chat - however, I am always fobbed off with the words "Sorry for the delay, we have forwarded it to the relevant department".
I've been registered there for many years and have had successful withdrawals in the past. My account has also been verified for a very long time.
I'm actually a very satisfied customer, however payouts take forever...
I request assistance in receiving my payment.
Thanks
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1 month 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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1 month ago
Dear syncw961,
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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1 month ago
Dear syncw961,
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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1 month ago
TranslationGood day,
Still no payout.
The payment from April 7, 2026 still shows as "Approved".
The amount was not transferred to me.
Best regards
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1 month ago
Dear syncw961, thank you for your response. 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?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.
Karla
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1 month ago
TranslationGood afternoon Karla,
- I have had successful payouts in the past, yes.
- My account has been successfully verified for a long time.
- The winnings were not obtained through bonus credits or other bonuses.
- In this case, I bet on sports.
I have contacted support several times in the last few days - as the payout has been marked as "Completed" for 5 days - but I have received NO money!
For days, support has been citing "bank processing time" – even though the payout was made via Bitcoin and a transfer takes a maximum of two hours. Sportaza supposedly processed the payout successfully last week – but my wallet shows no incoming payment on the blockchain.
This means that NO money has been sent to my withdrawal address. I don't know why the casino keeps claiming the payment is on its way.
I have attached screenshots of past emails from Sportaza.
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4 weeks ago
TranslationI inquired again today, as this is the 5th day since the alleged payment.
I then received an email informing me that the transaction had been cancelled and the money credited to my account.
Apparently the payment has already been sent? None of this makes any sense...
Now I can no longer log into my account. My password stopped working. The password reset function isn't working either.
I then contacted support. They sent me a temporary password via email.
However, this also DOES NOT work.
I'm starting to run out of ideas and feel cheated...
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4 weeks ago
Dear syncw961,
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, (lucia.s@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,
Karla Mayfly
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3 weeks ago
Hello syncw961,
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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3 weeks ago
TranslationGood afternoon Lucia,
I can now log back into my account. The balance has been restored.
I requested a new payout three days ago - this time via bank transfer.
I hope the payment will now be processed and settled quickly.
I can still cancel it at the moment. It hasn't been processed yet.
I request a prompt payout from Sportaza Casino, as the money is intended as travel funds for my vacation in two weeks.
Thank you and best regards to all sides
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3 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 syncw961,
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
