The player from Peru had her account closed by Sportaza Casino due to alleged duplication, receiving only a small balance of S/277.80 while the total balance at closure was S/1,726.31. She denied the accusations and sought the remaining balance of S/1,448.51, while offering to cooperate with KYC verification. The Complaints Team, after gathering the necessary information, concluded that they could not evaluate the case properly due to insufficient insight into the casino's investigation results, resulting in the closure of the complaint.
Sportaza Casino - Player's account has been closed and funds confiscated.
Closed
Our verdict
Other
Amount: 1,448 S/.
Sportaza Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Sportaza Casino informed me that my account had been closed due to a duplicate account. Therefore, they proceeded to return a small balance of S/277.80, much less than the deposited amount of S/1,093.37 and even less than the total balance at the time of account closure, corresponding to S/1,726.31. Therefore, the casino decided to keep my remaining balance of S/1,448.51, which has not been returned to date. Regarding the accusations of account duplication, I categorically deny that my account is being used by anyone else. I continually cooperate with the KYC verification process and offer to continue with the verification processes to demonstrate my ownership and exclusive use of my only account, of which I am the owner. However, the casino offers no proof or explanation for its accusations.
Automatic translation:
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6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Have you made any successful withdrawals before?
Could you please advise if you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Did you use a payment method registered in your name?
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.
Best regards,
Dominika
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6 months ago
TranslationHello
Regarding the queries made:
Is there a chance that someone in your household or using the same IP address has also created an account at this casino?
I'm the only person in my household who bets on sports. The only way someone could use my IP address would be if they hacked into my Wi-Fi connection.
Have you made any successful withdrawals before?
Do not make withdrawals before account closure. The refund of the balance corresponding to S/277.80 was after account closure and by the support area (manual withdrawal).
Could you please let me know if you have passed the KYC verification?
I was not asked for any documents for KYC verification, either before or after the account closure.
Did you accumulate your winnings with or without an active bonus?
I didn't use any vouchers.
Did you use a payment method registered in your name?
The payment methods (deposit and withdrawal) are in my name, which I can support with my crypto wallet statement.
Greetings
Automatic translation:
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6 months ago
Dear player, did you only place sports bets on the site?
Did the casino provide any more specific explanation about the alleged "multiple accounts"?
Do you personally know anyone who also has an account at this casino?
Did you ever use a VPN while accessing your account?
Did you ever log into your account from a public place, such as a café or shared Wi-Fi?
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6 months ago
TranslationHello
Did you only place sports bets on the site?
Yes, only sports betting.
Did the casino provide any more specific explanations regarding the alleged "multiple accounts"?
No, the casino closed my account without any specific explanation, only referring to its terms and conditions.
Do you personally know anyone who also has an account at this casino?
No, Sportaza Casino isn't very well-known in my country. In fact, I learned about this casino through online betting recommendation forums.
Have you ever used a VPN to access your account?
I use VPN to access streaming content (Netflix) but NOT to access my Sportaza account.
Have you ever logged into your account from a public place, like a coffee shop or shared Wi-Fi network?
I may have been able to log in from a shared Wi-Fi network at work on occasion.
Greetings
Automatic translation:
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6 months ago
Dear player, thank you for your reply. I apologize, but if you have only placed bets on sports betting, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
