The player from Portugal, a former VIP, originally requested account closure due to gambling addiction, but the casino reopened it despite knowing his situation. After relapsing, he spent approximately 5000€, and he seeks a refund of his losses and permanent account closure.
Sportaza Casino - Player's account has been reopened after self-exclusion.
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Current status
Waiting for Casino Guru to reply
2d 14h 40m 44s
Sportaza Casino
Safety Index:HighCase summary
Discussion
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1 week ago
Translation
In February 2025, I urgently asked the casino (of which I was a VIP player) to close my account for reasons of gambling addiction.
After explaining my situation and the difficulty in controlling my gambling impulse, they agreed and closed my account, with no possibility of reopening it as I had requested.
a few days ago, after being struck by an impulse, I requested that my account be reopened, which was immediately granted.
i reopened my account and, having relapsed, i ended up spending another 5000€ or so.
the casino was well aware of my situation, of my request not to allow the account to be reopened, and yet it did everything it could to allow me to reopen and play again.
It was a relapse in a life that I was already getting organized.
the only thing i ask is that, by accepting responsibility, the casino can refund my loss and close my account for good.
I ask for your help.
thank you.
Automatic translation:
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1 week ago
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1 week ago
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 [email protected]. 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
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5 days ago
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.
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
