Sportaza Casino - Player's withdrawal is delayed without clear reason.

I am writing this complaint because the Sportaza website has not been processing withdrawals for two weeks now. Up until two weeks ago, I had withdrawn via bank transfer, which was removed without reason. I then started withdrawing with the cards I had registered, with which I had only withdrawn twice a while ago. Now, after two weeks, the withdrawals are automatically cancelled on the website. When I contact the chat, I am told that there is a problem with the provider, which is absolutely not true. As I have already said, withdrawals made with the cards are there, but I have never made them again because I used bank transfer, which has now been removed without understanding the reason. I have a significant sum on the website, a large sum has already been withdrawn, but I would also like to withdraw the remainder, as is right, given that it is my money.

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Dear Bes2002, thank you for submitting your complaint. To better understand your current situation, could you please confirm the following details?

· Could you please clarify whether you have passed the KYC verification?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Best regards,

Attila G.

• kyc verified already a few months ago
• The last withdrawal took 4/5 days, until two weeks ago the site regularly paid in installments of 500 francs per withdrawal since that is the maximum limit of withdrawals that can be made 3 at the same time
• The method I used at the beginning was the bank transfer, then two weeks ago they removed it and now I'm trying to withdraw with the two debit cards I have registered but as I already said they tell me that there is a problem with the provider and they made me wait two weeks for two withdrawals and then canceled them
• Withdrawals that are cancelled are then flagged so subsequently those that need to be reviewed are tracked as pending
• Anyway, this morning I saw that the bank transfer withdrawal method has reappeared after 3 weeks, now I will try to withdraw with that again and I will let you know

The site keeps canceling my withdrawals for no reason…

Dear Bes2002, thank you for your response. Have you reached out to the casino in relation to this issue? Have they provided any explanation?

If so, could you please forward your correspondence with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

I've contacted the chat several times; since no one ever responds to emails, they tell me there are problems with the provider and to change the withdrawal method.

Until a month ago everything was fine and the transfers were arriving, now they are cancelling my withdrawals. I don't like this and the casino also cancels the withdrawals without sending any email. When I enter the site I find myself with surprises of cancelled withdrawals. Until a month ago the withdrawals were arriving regularly, now for a month the withdrawals have been cancelled without reason and I am given frivolous reasons. I don't know.

Dear Bes2002,

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, Hadi (hadi.a@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 G.

Dear Bes2002,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Sportaza Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Sportaza Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear Bes2002,

Thank you for your patience.

The casino has asked us to confirm the email address used to register your account, as they need it to locate your profile in their system.

Please confirm which email address you used when registering at Sportaza Casino.

Once confirmed, I will forward the information to the casino so they can continue reviewing your case.

Kind regards,

Hadi

Hi, at the moment the casino has started to issue withdrawals regularly again. We can close the complaint. For now, that's fine. We'll see if it continues to pay regularly in the long term. Otherwise, I'll file a complaint again. Thanks.

Hi Bes2002,

I’m glad to hear that the casino has resumed processing withdrawals, that’s a positive development.

That said, I would recommend keeping this complaint open until you have received your full balance, just to be on the safe side. Once everything is fully paid out, you can either mark the complaint as resolved using the dedicated button, or simply update me here and I will close it for you.

Please feel free to keep me informed of any changes. I’m here to help if needed.

Best regards,

Hadi

Dear Bes2002,

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.

Hi, the casino is paying regularly. The case is solved for now. If there are any problems later on, I will not open a new one but I don't think so. Thanks for the help.

Dear Bes2002, I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help. Also, I would like to thank the casino for their assistance with the issue!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Hadi

Casino Guru Team