The player from Brazil faced a withdrawal issue after their request from August 3, 2026, was canceled due to a claimed bank rejection. This was the first time such an issue had occurred during their time as a customer since 2022, prompting them to resubmit the request and express frustration over the situation. We explained that withdrawals could take several days or weeks and might be delayed by KYC verification or a high volume of requests, so the player was advised to wait at least 14 days before escalation. As the player did not respond to our follow-up messages and reminders, the complaint was closed for now due to lack of cooperation and no further investigation could be completed.
Sportaza Casino - Player’s withdrawal has been canceled.
Closed
Our verdict
Player stopped responding
Amount: 1,500 R$
Sportaza Casino
Safety Index 7.3 Above averageCase summary
Discussion
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4 weeks ago
Translation
I submitted a withdrawal request on August 3, 2026, and waited until August 7, 2026, to receive the funds; and today I checked to see if the money had been deposited into my account, but they simply canceled the withdrawal, claiming that the bank had rejected it. That has never happened before—I’ve been a customer of this casino since 2022, and no withdrawal request has ever been rejected. Now that they’re showing this lack of respect for customers, I’ve resubmitted the withdrawal request. Let’s see what excuse they’ll come up with this time. I even switched banks to avoid any "errors" like the ones they keep mentioning. I want my money back, please!
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Attila
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2 weeks ago
Dear player,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
