The player from Spain requests assistance regarding a self-exclusion request made to Sportaza, which he submitted via email and Live Chat. Despite this, the casino allowed further deposits totaling €2,013 after the self-exclusion date, resulting in a net loss of €1,413, which Sportaza rejected when he requested a refund. The player seeks a review of how Sportaza managed his self-exclusion and recovery of his funds.
Sportaza Casino - Player seeks refund after self-exclusion request.
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Sportaza Casino
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4 days ago
Translation
I want to file a complaint against Sportaza related to a self-exclusion request.
I have a gambling problem, and for this reason I previously contacted Sportaza via Live Chat to request self-exclusion. Subsequently, on August 26, 2026, I sent an email with the subject line "Activate self-exclusion," which I have proof of.
Despite this, my account continued to allow deposits after that date.
According to the history provided by Sportaza:
Deposits since August 27: €2,013
Withdrawals: €600
Net loss: €1,413
I requested a refund of €1,413 from Sportaza, providing proof of my self-exclusion request. Sportaza rejected my claim and subsequently stopped responding to my messages.
I am requesting Casino Guru's assistance to review whether Sportaza correctly handled my self-exclusion request and to attempt to recover the €1,413 lost after that request.
I can provide the self-exclusion email, transaction history, conversations, and all of Sportaza's responses.
Automatic translation:
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2 days 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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2 days ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Sportaza Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm whether you currently still have access to your account?
- Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
