Sportaza Casino - Player's bonus is unjustifiably canceled.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please attach a screenshot of your bonus history?
• Have you deposited any real money funds in order to activate this promotion?

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

Attila

Hallo Attila,diesen Screenshot habe ich noch gefunden.

Wenn Du mir eine E-Mail Adresse geben würdest,dann leite ich die E-Mail's an dich weiter,die ich vom Sportaza Support bekommen habe

Danke für deine Hilfe

Mit freundlichen Grüßen

[redacted]

Thank you for the screenshot. Could you please provide a screenshot or other evidence confirming the exact date and time when the bonus was activated? This would allow us to verify whether the bonus was cancelled before the 72-hour period expired.

Also, could you please clarify whether you made a real-money deposit to activate the bonus?

Best regards,

Attila

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Martina (martina.b@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,

Attila

Dear Dadic75,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Sportaza Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.

Wie ich sehe antwortet das Casino nicht.

Welche Möglichkeiten habe ich noch,sollte ich das Casino verklagen ?

Dear Dadic75,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, - I recommend you contact the gaming authority the casino is regulated by and submit a complaint directly to them.

You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.