Sportaza Casino - Player’s account has been closed unjustly.

My Sportaza account has been closed abruptly and permanently by the administration (notified via live chat by an agent named Rodrigo), under the pretext that the account verification was not completed successfully.

This closure is completely unfair, arbitrary, and violates Sportaza's own Terms and Conditions (Section 5.3), which explicitly state that users have 30 (thirty) days from the request to provide the required documents.

Here is the timeline of the events:

1. Sportaza initiated the account verification request.

2. After an initial review and follow-up requests, I promptly sent the updated documents via email on September 3 (just one day ago).

3. While I was well within the 30-day timeframe allowed by their terms and waiting for them to review the documents sent on September 3, they suddenly closed my account permanently and refused to reopen it.

4. My account currently holds a balance of 1,200.00 €, which they are withholding without a legitimate reason and in direct violation of their own rules.

When I contacted support, I only received a generic automated response telling me to email complaints@sportaza.com, but they are holding my funds unfairly before the allowed verification period has even expired.

I kindly request Casino Guru's mediation to help me recover my 1,200.00 € balance or force the casino to properly review the documents I submitted on September 3 and reopen my account.

Attached are the screenshots

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When were you asked to verify your account for the first time?
• When exactly did the casino close your account?
• Which documents did you send to the casino for the verification of your account? Were any of your documents reviewed and approved by the relevant department?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• When exactly did you submit the withdrawal request for your winnings?

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

Best regards

Veronika

Greetings,

•first time August 31st

•account closed on September 3rd

•I sent a front/back ID document and a selfie with the document in my hand, plus they asked for a photo of the credit card in front and back, I kept telling them that the

The card I used was virtual and I only sent the bank statements and what I had available but they continued to refuse it without giving me any alternatives.

•I have placed sports bets

•send withdrawal request August 31st

Please forward the documents you submitted to the casino to verify your account to veronika.f@casino.guru.

If there is any additional communication between you and the casino's customer support regarding the confiscation of your winnings and the closure of your account, please forward it to me as well.

I appreciate your patience and cooperation.

Dear mamba2000,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

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.

Okay, thanks. I'll wait for the news.

Thank you for your patience as I worked to address your concerns regarding the casino. I have made multiple attempts to reach out to them but, unfortunately, have not received a response. I understand that this situation is frustrating and that without cooperation from the casino, it is challenging to make progress. Therefore, I will mark your complaint as "unresolved" in our system. I truly recognize that this is not the resolution you were hoping for. However, if the casino's rating is affected by the unresolved complaint, it may prompt them to reconsider their approach. Should they choose to respond, we will reopen the complaint and notify you via email. In the meantime, I recommend contacting the Anjouan Gaming Authority, as they may have additional resources and tools to assist players in situations like yours. If you need help with submitting your complaint or if you can do it independently and wish to share their response, please feel free to reach out at jana.k@casino.guru. I genuinely apologize for not being able to provide a more helpful solution at this time.

Best regards,

Jana