Sportaza Casino - Player's withdrawal has been delayed.

Since approximately September, SPORTAZA Pme has owed me money, and I have sent them documentation and selfies, but they neither reply nor pay me, and it has been a long time since then.

The approximate amounts are 900-1000e.

Sportaza has received my documents several times and hasn't responded in over a month. This has been going on since September.

Could you help me?

Thank you so much

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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.

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Have you checked if you typed the casino's email address correctly?
4. Has the casino requested any additional documents recently, and if so, which ones?
5. What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I hope we can help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

What documents have you already submitted to the casino and when did you send the most recent one?

ID selfie

Card and charges

Selfie with the Sportaza website in the background

Were you able to submit all the required documents on time and in the correct format?

Yeah

Have you checked that you have entered the casino's email address correctly?

Yeah

Has the casino recently requested any additional documents? If so, which ones?

No

What kind of games did you play? Were they slots, live casino games, or did you bet on sports?

Sports and casino

Please forward me the most recent communication between you and the casino’s customer support regarding the verification of your account to veronika.f@casino.guru. Kindly include the documents you submitted for verification that have not yet been reviewed by the casino’s relevant department.

Thank you very much for your patience and cooperation.

I just sent it to that email address

Still no news from Sportaza?

Thank you

Dear diegol77

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, Peter (peter.c@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

Thank you

Hello there,

Thank you diegol77 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sportaza Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Dear diegol77,

Thank you for letting us know.

We would kindly ask you to provide us with the email you used for creating your account with us. Once we have this information we will proceed accordingly.

Kind regards,

Sportaza Casino Team.

Where do I send the photo of the card?

Attached here

Excuse me, I've also sent it to the email address

Thank you

Dear diegol77,

We are pleased to inform you that your withdrawal request has been successfully processed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Sportaza Casino Team.

Thank you so much

What is the exact amount?

Thank you very much for the update.

Dear diegol77, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello

I still haven't been paid and I don't know the exact amount that is owed to me.

Thank you

Hello

They have paid me what they owed me.

Thank you so much for everything, Peter

Dear diegol77,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter