The player from Italy requested the closure of her account due to gambling addiction on March 13th, but the casino delayed the process for over a month while asking for reasons and citing inactivity requirements. Despite her numerous requests, the account remained open, leading her to lose control and deposit over 500 euros. The Complaints Team was unable to assist with a refund of her past deposits due to insufficient acknowledgment of her gambling addiction in her closure request. Consequently, the complaint was rejected after she failed to respond to further inquiries.
Sportaza Casino - Player's account closure request is delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
Sportaza Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
On March 13th I requested the closure of my gaming account, declaring that I have serious personal problems due to gambling addiction, over which I no longer have control.
From March 13th to April 7th/8th they continued to procrastinate telling me that before closing the account there must be inactivity for at least 14 days, crediting non-unlockable bonuses and asking me with each new response the reason why I wanted to close, a month has passed and they have not closed the account despite the many requests in live chat and via email
It happens that today April 13 I lost control as expected and from the salary credit I have already paid them 500 euros (if not more) and obviously this has not generated winnings and I knew it but I was not able to control myself, on the other sites I have set limits that allow me not to play or in any case to keep expenses under control, with them there are no limits on deposits and those who have a problem like mine risk ruining themselves, since they have not closed my account how can I request my deposits back
Automatic translation:
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1 year ago
Dear lulu86,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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1 year ago
TranslationGood morning I sent the email as requested Veronika
Automatic translation:
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1 year ago
Thank you for your email. I have reviewed the messages you sent me. Unfortunately, you have not explicitly mentioned gambling addiction as the reason for your account closure request.
Please note that we are able to assist with the refund of lost deposits only in cases where the player clearly admits to having a gambling addiction or suffering from pathological gambling, requests self-exclusion, and the casino fails to close their account and protect them.
We can assist you with a self-exclusion request going forward, but we are unable to request a refund of your past deposits. Please let me know if you'd like to proceed with this.
