The player from Peru has a pending withdrawal of USD 215 from Sportaza after his account was closed following verification. Despite receiving a partial payment of USD 300, he has not been informed about the payment of the remaining balance after Sportaza cited an alleged breach of their Terms and Conditions. He is seeking the outstanding funds without requesting account reopening.
Sportaza Casino - Player's account has been closed; funds are delayed.
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Current status
Waiting for casino to reply
-9d -15h -21m -32s
Sportaza Casino
Safety Index 7.2 Above averageCase summary
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1 month ago
Translation
I am requesting assistance with an outstanding balance of USD 215 that Sportaza has not yet paid me.
My Sportaza account was closed after I completed the verifications and documentation requested by the casino during the process. Prior to the closure, I had funds available in my account.
Subsequently, Sportaza made a partial payment of USD 300, but a balance of USD 215 remained outstanding, which has not yet been paid to me.
I contacted Sportaza to request payment of the remaining balance. I had previously contacted another support team and received no response. I then filed my claim directly with Sportaza, requesting only payment of the outstanding funds.
On September 25, 2026, Sportaza responded to me indicating that my account had been closed for an alleged breach of their Terms and Conditions, specifically point 9. However, in their response they did not confirm the payment of the remaining USD 215 nor did they tell me how to receive it.
I am not requesting the reopening of my account. I am only requesting that Sportaza pay me the outstanding balance of USD 215 that remained in my account.
I have already completed the verifications and documentation that Sportaza requested from me.
I am attaching the communications I had with Sportaza as evidence of my claim and the response I received.
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1 month ago
Important notice:
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1 month ago
Dear Rcanaza18,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced with Sportaza.
To better understand your situation, could you please clarify the following:
- Did you accumulate your funds through casino games, sports betting, or both?
- Did Sportaza explain which specific rule under Section 9 of its Terms and Conditions you allegedly violated?Do you have any evidence confirming that the outstanding $215 remained in your account after receiving the partial payment of $300, such as screenshots of your balance, transaction history, or relevant communication with the casino?
Please also forward any relevant communication with the casino regarding your account closure, the partial payment, and the outstanding balance to karla.m@casino.guru, if you have not already provided it.
Thank you very much for your cooperation. I look forward to your reply.
Karla M.
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1 month ago
TranslationHi Karla, thank you so much for responding and for helping me with my case.
Regarding your questions:
The funds were accumulated through SPORTS BETTING
Sportaza did not clearly explain to me which specific rule of Section 9 I had violated. My account was closed after the verification process, and I only received a partial payment of $300. I was not provided with a clear and detailed explanation justifying the withholding of the remaining balance.
I am currently unable to provide a screenshot of my balance or transaction history within Sportaza because Sportaza closed my account and I no longer have access to it. Therefore, I cannot log in to retrieve these screenshots or view my history.
However, I can provide any email, communication, or proof I have available related to the closure of my account and the partial payment of $300.
My main request is that Sportaza review my case again and pay me the remaining $215. I understand that my account was closed, but I believe the remaining balance should be clarified and, if applicable, paid.
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1 month ago
Dear Rcanaza18,
Thank you for the clarification.
Could you please forward all available communication you have had with Sportaza regarding your account closure, the alleged violation of the Terms and Conditions, the partial payment of $300, and the remaining $215 balance?
Please send all relevant emails, screenshots, or other correspondence to karla.m@casino.guru.
Thank you very much for your cooperation.
Karla M.
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1 month ago
TranslationDear Karla:
Thank you for your response.
I am attaching the PDF with the conversations and communications I had with Sportaza related to the verification of my account, the review process and subsequently the closure of the account.
I have compiled in this document all the communication I have available since Sportaza began requesting documentation to verify my account. As you will see, I cooperated with them throughout the process and sent the requested documents. However, on several occasions, the submitted documentation was rejected, or I was asked to provide certain documents again to continue the verification. SPORTAZA CONVERSATIONS
Subsequently, Sportaza suddenly closed my account, citing an alleged "duplicate account" as the reason. The problem is that they have never explained to me what they mean by this duplication.
I haven't been informed whether they believe there's another account associated with my IP address, device, personal data, payment method, or any other criteria. It's even possible that I created a Sportaza account at some point and don't remember it, but precisely for that reason, I feel it's necessary for them to clearly indicate which account is supposedly duplicated and the specific reason why they believe there's a duplication.
I've also attached screenshots related to my withdrawals. Initially, I requested a withdrawal of USD 300, which was processed and successfully paid by Sportaza. Subsequently, I requested a second withdrawal of approximately USD 216, and it was at this point that the problem with my account arose, leading to its closure. The PDF shows both the communication related to the process and the withdrawal notifications.
For this reason, I would appreciate it if Casino Guru could review all the documentation and, especially, ask Sportaza to explain in detail:
What exactly do they mean by the alleged duplication of accounts?
What other account do you consider linked to my account?
What information or criteria do they use to determine this duplication?
Why was my first withdrawal of USD 300 processed and paid if they later alleged a supposed duplication?
What is the justification for withholding the remaining balance of approximately USD 216?
My intention is simply to obtain a clear and transparent explanation as to the reason for the closure of my account and, in case Sportaza maintains its position, to present the evidence or concrete information on which it bases the accusation of duplication.
Since I cannot send you the PDF with the respective conversations through this means, I am sending it to you by email at the address karla.m@casino.guru from my personal email which is rodrigocanaza16@gmail.com
I remain attentive to any additional information you may need from me.
Thank you so much for your help and for reviewing my case.
Greetings,
Rodrigo
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3 weeks ago
Dear Rodri2022,
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, Štefan, (stefan.m@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
TranslationDear Karla:
Thank you so much for your response, your attention, and your support throughout the claims process. I sincerely appreciate that my case is moving forward to the next phase.
I remain attentive to any further communication or information that may be necessary. I hope that, with Stefan's help and Casino Guru's management, a fair solution can be reached regarding the outstanding balance that Sportaza still owes me.
Thank you again for your time and support.
Kind regards.
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3 weeks ago
Dear Rodri2022,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Sportaza Casino to join this conversation and assist in addressing the complaint.
Dear Sportaza Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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2 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 weeks ago
TranslationDear Stefan and Casino Guru team:
I want to update my complaint after receiving a new response from the Sportaza Complaints Resolution Committee.
I appreciate Casino Guru's continued assistance with this case. However, I believe Sportaza's most recent response does not address the core issues of my claim.
Sportaza continues to claim that there is a link between my account and another account, but refuses to identify the specific inconsistencies found in my documents or to provide sufficient information to understand and verify that conclusion.
I explained that I use shared computers and an internet connection at my school. I understand that the casino has internal security procedures, but I believe that a general assertion about an alleged connection should not, on its own, be sufficient to justify confiscating my balance.
Furthermore, Sportaza cites section 3.2 of its Terms and Conditions, but has not explained on an individual basis how that provision applies to my case, nor has it clarified what part of the US$215 corresponds to deposits and what part corresponds to winnings, if such a distinction is applicable.
Therefore, I respectfully request that Casino Guru review this response and ask the casino to provide sufficient evidence, at least confidentially to the team responsible for resolving the complaint, to verify the alleged existence of a duplicate account and the justification for the cancellation of the funds.
I also request that it be examined whether the confiscation of the US$215 is duly justified and whether the return of said balance is appropriate.
Sportaza has indicated that its internal review is complete, but I believe that this does not address the outstanding issues nor does it in itself demonstrate that the decision is fair.
My goal is to obtain an impartial assessment and a fair resolution. I am not requesting that the casino's rules be ignored, but rather that it be demonstrated that they were correctly applied to my circumstances.
I am attaching the full response received from Sportaza so that their position is on record.
Thank you for your attention. I request that my claim continue to be evaluated based on the available evidence. I have attached an image of the email written by Sportaza, and I would appreciate a response from the casino through this channel.
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2 weeks ago
Dear Rodri2022,
I hope this message finds you in good spirits. I wanted to inform you that we are currently facing challenges in obtaining communication from the casino regarding the complaints. We will continue to wait for an additional five days in hopes that they reconsider. Your understanding and patience during this time are greatly appreciated.
Sportaza Casino has -9d -15h -21m -32s to reply
Stefan is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
