Sportaza Casino - Player's account has been closed and winnings confiscated.

Sportaza closed my verified account and kept EUR 85,800

I am an Italian player and my Sportaza account was fully verified. At the time of closure, my balance was approximately EUR 85,800.

Sportaza closed the account claiming multiple accounts and false personal data. They later confirmed this as their final internal decision and said that no payment would be made. They also cancelled pending withdrawals and voided the remaining balance.

I disagree with these accusations because:

• my documents were accepted during KYC,

• I used my own funds only,

• Sportaza did not provide concrete evidence of intentional fraud,

• the amount confiscated is fully disproportionate.

I am asking Casino.Guru to review the case and help obtain payment of the legitimate balance, or at least a proper and evidence-based explanation from the casino

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.

Dear Boboberra78,

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 fully understand the situation.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• 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 accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Hi Petra, thank you for your message and for opening the case.

The issue mainly concerns online casino play and slot games on my main Sportaza account.

Regarding your second question, I am not aware of any family member or other person creating an account using my IP or my personal details. If there were any logins from the same IP address, they may simply be due to the fact that I used my home internet connection or mobile data at different times. There was no fraudulent third-party use.

Also, I confirm that my winnings were accumulated with real money only, and not with any active bonus or bonus abuse.

I remain available to provide all relevant screenshots and emails for the case.

Thank you.

Thank you for your reply and for providing the previous details, Boboberra78.

• Did you receive any communication from Sportaza before the account closure regarding the alleged multiple accounts or false personal data?
• Could you provide any additional evidence as mentioned above? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi Petra, thank you for your message and for opening the case.

Before the account closure, I received communication from Sportaza regarding alleged multiple accounts and allegedly false personal data. In particular, I received an account closure email and later a second "final decision" email in which Sportaza confirmed the permanent closure of the account, the cancellation of pending withdrawals, and the confiscation of the remaining balance, explicitly stating that no payment would be made.

Regarding the additional evidence, I can confirm that:

• my account was fully verified and KYC was approved;

• my ID, proof of address and payment card were marked as accepted;

• my winnings were accumulated with real money only, not with any active bonus;

• I am not aware of any family member creating an account under my name.

I can send all the screenshots and emails requested either in this discussion or by email to the address you provided.

Thank you again for your assistance.

Thank you for your reply and for providing the previous details, Boboberra78.

• Could you please provide any additional information regarding the casino’s accusation of providing false personal data?

As soon as I have sufficient evidence concerning the casino’s claims that you created multiple accounts and provided incorrect information, I will be able to proceed with the case.

Thank you again for your cooperation.

Hi Petra, thank you for your message.

Sportaza did not provide me with any proof of false data before or after the closure. I only received the closure email and later the final decision email, both making generic allegations about multiple accounts and false personal data.

My KYC was already accepted, so I do not accept their claim. I can provide the closure email, the final decision email and the KYC screenshots as evidence.

Thank you for your reply and for providing screenshot and additional information, Boboberra78.

To better understand your situation and assess your case accurately, I would like to ask you a few clarifying questions:

• Are you aware of using any incorrect or incomplete personal information during registration, even unintentionally (such as a different name, surname, or address)?
• Do you have any knowledge of the multiple accounts mentioned by the casino, or could there be any explanation for why they might be linked to you?

Your answers will help us gain a clearer picture of the situation and determine how we can proceed.

Thank you in advance for your cooperation. I look forward to your reply.

Hi Petra,

Some personal details may have been corrected or updated after the initial registration, but Sportaza later accepted my KYC documents, including my ID, proof of address and payment card.

I did not intentionally provide false information. If there were any inconsistencies at registration, they were not used for fraud, and the account was still verified by Sportaza afterward.

I would also like Sportaza to provide the technical evidence supporting their claim regarding multiple accounts and false personal data.

Thank you.

Thank you for your reply and for providing the previous details, Boboberra78.

Could you please specify which personal information was changed or updated after the initial registration, and in what way these changes were made?

Did you get any notification/message after changing them?

Thank you for reply.

Hi Petra,

The changes were simple updates of my personal data (such as address or minor details) made to ensure they matched my documents. These were not done to commit fraud, but to ensure consistency for the verification process.

These updates were made directly through my profile settings or, where necessary, by providing the correct information to support. In any case, Sportaza was fully aware of these updates, as they accepted my KYC documents, which contained the correct information, as "Accepted".

I reiterate that I have always acted in good faith, and I would like to see the evidence Sportaza has to support their claim that these updates were fraudulent.

Thank you.

Dear Boboberra78

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 Michal (michal.k@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,

Petra

Hello Boboberra78,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Sportaza Casino to join the conversation.

Dear Sportaza Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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.

Dear Michal,

Thank you for the update. I note that the casino has not yet provided a substantive response.

Please continue to pursue the matter and inform me if the casino remains unresponsive by the end of the extended deadline.

I remain ready to cooperate and provide any additional details if needed.

Kind regards, 

Dear Boboberra78,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "Unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and address your case, we will reopen the complaint, and you will be notified by email.

In the meantime, if you want to pursue your case further, I recommend you contact the EGIS-ADR – an alternative dispute resolution service (Egis.io) and submit a complaint to them via email at disputes@egis-adr.com as indicated in the casino T&Cs:

It collaborates with the Gaming Authority and might have better options and tools to help players.

You might find our article How to submit a complaint to a regulator | Casino Guru helpful.

The next step would be submitting a complaint to the Tobique Gaming Authority itself.

All complaints in relation to a Tobique-licensed operator must be submitted via the complaints link located in the Tobique Shield, which is displayed in the footer of all Tobique-licensed websites and complaints will be processed only if submitted through the designated procedures.

Please let me know if the ADR or Licensing authority were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru