The player from Germany had requested a withdrawal six days ago, with the first request being canceled due to an error by a third-party provider. After submitting a new payout request three days ago, he continued to receive vague assurances from live chat about the status of his payout. The Complaints Team had advised that withdrawal processing could take up to 14 days due to verification or high volume and requested patience while cooperating with the casino. As the player failed to respond to inquiries and reminders, the complaint was closed without further investigation. The player was informed that the complaint could be reopened if communication resumed.
Sportaza Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €475
Sportaza Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
I requested a withdrawal 6 days ago, the first one was cancelled.
The live chat told me it was an error by a third-party provider processing the payout. I requested a new payout, which was three days ago now, and the live chat keeps telling me my payout will be processed shortly.
Automatic translation:
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3 months 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 months ago
Dear Bmgrabauke,
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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards
Petra
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2 months ago
Dear Bmgrabauke,
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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2 months 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,
Petra
Casino.Guru
