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

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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.

Thank you again for your cooperation.