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