Sportaza Casino - Player's account has been reopened after self-exclusion.

Em fevereiro de 2025, solicitei com urgencia ao casino (do qual era jogador com estatuto VIP) que encerrasse a minha conta, por motivos de vicio de jog.

depois de ter explicado a minha situação, e a dificuldade em controlar o impulso de jogo, lá acederam e encerraram a minha conta, sem possibilidade de reabrir, tal como eu havia solicitado.

há dias, depois de assolado por um impulso, solicitei a reabertura da conta, o que foi imediatamente acedido.

reabri a minha conta e, tendo uma recaída, acabei por gastar mais 5000€, aproximadamente.

o casino bem sabe e sabia da minha situação, do meu pedido para nao permitir a reabertura da conta e, mesmo assim, tudo fez e permitiu para que eu pidesse reabrir e voltar a jogar.

foi uma recaida, numa vida que eu ja estava a conseguir organizar.

a unica coisa que peço é que, acusando essa responsabilidade, o casino possa restituir essa minha perda e fechar a minha conta definitivamente.

peço a vossa ajuda.

obrigado.

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.

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.

• Could you please forward me the original self-exclusion request you sent to the casino, along with the casino's responses? My email address is veronika.f@casino.guru. Kindly include your requests to reopen the account as well.
• Have you contacted customer support after depositing and subsequently losing your €5,000 deposit?
• Is your account still open, or has it been closed in the meantime?

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

Dear playerfromportugalmn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Ola. Eu ja enviei o email com os elementos solicitados ha 4 dias! Nao receberam?? (Estava a estranhar ninguem dizer nada)

Ola. Eu gostava de saber se voces confirmam a recepção do email ou nao, por favor

Dear playerfromportugalmn

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, Igor (igor.p@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,

Veronika

Dear playerfromportugalmn,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Sportaza Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Sportaza Casino representative to join this conversation and participate in resolving this complaint.

Dear Sportaza Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Mesmo sabendo de tudo isto, bastou ir pedir ao chat ao vivo e reabriram a minha conta novamente!!!

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 playerfromportugalmn,,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Sportaza Casino Team.

Dear Sportaza Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear all,

We have thoroughly reviewed the player's account history and the circumstances regarding the reopening of his account.

We take all matters related to Responsible Gaming very seriously. Upon internal investigation, we have decided to address the player's concerns by issuing a refund.

We can confirm that we will be refunding the player's total net losses, which amount to 490 EUR. In order to process the refund we will need the following details from the player:

• Full Name (please include all names, including middle names)
• E-mail
• Bank Account’s Owner name
• IBAN/Account no.
• Bank Name
• Bank location (Country)
• SWIFT/BIC

Furthermore, we can confirm that the account has now been permanently closed with no possibility of future reopening to support the player's commitment to Responsible Gaming.

We wish the player the very best in his future recovery.

Best regards,

Sportaza Casino Team.

Dear playerfromportugalmn,

The casino is offering you a refund of €490, which, according to the casino, represents your net loss from that period.

Please note that this amount is significantly different from the disputed amount you entered.

If you accept and agree with this offer, the casino is requesting your personal information in order to process the refund.

However, if you believe this amount does not correspond to your actual loss, please let us know and we will investigate the case further.

Additionally, if you have any questions, doubts, or concerns, feel free to share them.

Thank you.

Ola.

agradeco o bom senso do casino.

eu entendo os 490€ a que o casino se refere: é o valor das perdas da SEGUNDA VEZ que reabriram a minha conta (e que motivou uma reclamação minha aqui neste forum e neste post, há uma semana, quando disse "Mesmo sabendo de tudo isto, bastou ir pedir ao chat ao vivo e reabriram a minha conta novamente!!!", conforme consta deste processo e envio comprovativo em anexo! Antes de encerrarem a conta, dessa segunda vez, efetivamente perdi 490€.

NO ENTANTO,

da primeira vez que me reabriram a conta, bem sabendo que eu tenho problemas de vico de jogo (porque a conta estava encerrada por esse motivo), perdi mais de 5000€. E é esse valor que ainda reclamo e que acho que seria justo a devolução.

se concedem nestes 490€, pelos mesmos motivos deverão conceder no restante reclamado.

Dear playerfromportugalmn,

Do I understand correctly that when your casino account was reopened for the first time, you filed this complaint?

And later, after the complaint had already been opened, you managed to reopen your casino account again via live chat?

Please feel free to share any necessary information and provide further clarification or evidence.

Sim, foi isso mesmo.

eu tinha a minha conta fechada por motivos de vicio de jogo, o casino permitiu que fosse reaberta, perdi 5000€ e preenchi esta reclamação.

entretanto encerraram a conta, a meu pedido, quando invoquei novamente vicio de jogo.

porem, uns dias depois pedi novamente para reabrir, via live chat… e reabriram (e foi aí que perdi 490€).

por isso agradeci a compreensão do casino com os 490€… mas entendo que a situação é exactamente a mesma com os 5000€ 🙁

Dear Sportaza Casino,

Could you please comment on the fact that the player was able to reopen the account twice, despite the account having been closed on both occasions due to self-exclusion?

If this is indeed correct, the player should be eligible for a refund of all deposits made after each reopening.

Please note that once a player’s account has been closed due to self-exclusion, it should not be reopened under any circumstances.

Dear Igor,

Thank you for your patience while we investigated this case. We have reviewed the player's account history and would like to provide the following clarification regarding the recent activity.

Following a thorough review, we confirm that the account was reopened on a single occasion after the mass re-opening on January 29, 2025. While the player claims to have lost approximately €5,000 during this period, our financial records show that the actual total deposited since the reopening is exactly €490.

In recognition of the player's previous self-exclusion history and in the interest of responsible gaming, we have decided to resolve this matter by refunding the full amount of €490 lost after the account was reopened. The account will remain permanently closed with no possibility of future reopening.

We trust this resolution addresses the player's concerns and settles the complaint.

Best regards,

Sportaza Casino Team.

Bom dia,

agradeço a análise do Casino, porém, está completamente errada.

o que aconteceu foi que a minha conta foi encerrada, a meu pedido e por motivos de vicio de jogo, em fevereiro de 2025. (Tenho os emails comprovativos disso e vou faze-los chegar ao CasinoGuru, pela via que me indicarem).

depois disso, em inicio de janeiro de 2026, pedi, via live chat, para reabrirem a conta, o que fizeram de imediato.

foi aí, entao, que perdi os 5000€ em questão.

entretanto pedi para encerrarem a conta pelos mesmos motivos (foi quando fiz esta reclamação ao CasinoGuru).

fecharam a conta e depois, novamente via live chat e a meu pedido, aí sim, a 29 de janeiro, reabriram a conta.

foi após essa segunda reabertura que perdi os 490€.

dá-me trabalho, mas eu consigo obter os comprovativos de deposito desses 5000€ (até ultrapassa)! Mas julgo nao ser necessario porque eles constarão dos registos do casino Sportaza, nas 3 primeiras semanas de janeiro!

peço, assim, ao casino, que volte a analisar com mais cuidado a situação para poder retificar a sua posição, se possível.

obrigado

Na verdade, e para dotar o processo de mais informações, dada esta informação errada do casino Sportaza, fui verificar os extratos. Não se tratam de 5000, como inicialmente havia dito, mas faltava aqui uma semana de depósitos. Assim, consultados os extratos, algo que o Casino Sportaza pode facilmente comprovar pelos movimentos da minha conta na sua casa, os depósitos ascenderam a um valor ligeiramente superior a 8000eur, nas primeiras semanas de janeiro de 2026. Tudo após terem aberto a minha conta no início de janeiro, que havia sido encerrada "por motivos de vicio de jogo" (tenho os emails que o confirmam) em fevereiro de 2025.

Depois disto, pedi novamente para encerrarem a conta (depois de ter perdido estes mais de 8000eur), por motivos de vicio de jogo, o que aconteceu. Contudo, no dia 29 de janeiro, pedi via live chat para abrirem a conta, e fizeram-no imediatamente, mesmo sabendo que estava encerrada por motivos de vicio de jogo. Acabei por gastar mais 490eur (aí sim!), e consegui ter a "força" para voltar a pedir o encerramento de conta por motivos de vicio de jogo e nao mais voltar a abrir...

Esta foi a história exacta.

Obrigado.

Dear playerfromportugalmn,

Thank you for providing your information and further clarification.

Dear Sportaza Casino,

Could you kindly provide us with the player's deposit history starting from January 2026, inclusive?

Dear Igor,

Thank you for your request.

Following a thorough review of the player's account activity, we would like to inform you that there is no deposit history starting from January 1, 2026, to the present date. No successful deposits have been recorded on the account during this timeframe.

Best regards,

Sportaza Casino Team.

O quê!? Isso é completamente falso!

entao nem os 490€ que até agora admitiam?!

eu consigo enviar TODOS os comprovativos de deposito, se assim for preciso, ao CasinoGuru.

alias, envio em anexo printscreen do atendimento ao cliente, em janeiro, da sportaza, a admitir que eu fiz depositos!

isto agora ultrapassa os limites da seriedade.

Dear Sportaza Casino,

Could you kindly provide us with all of the player’s deposits since the account was opened, including the transaction dates?