A male player's withdrawal had been delayed for over a month. The complaint was closed as unresolved because the casino failed to respond. Despite attempts to engage both the player and the casino, the player did not provide the necessary documentation requested by the casino for verification. As a result, the complaint was ultimately rejected due to a lack of communication from the player.
Sportaza Casino - The player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €300
Sportaza Casino
Safety Index:Very highCase summary
Discussion
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3 years ago
Translation
Greetings. it has been over a month since I tried to withdraw my money. The payment was made with a friend's card, while the withdrawal was on a card in my name.
I have been asked numerous times for photos of identity cards, front and back of the debit card used for the payment, screen of the statement and screen with the account holder, iban, and bic / swift.
I have fulfilled all the requests that have come to me in the weeks following the withdrawal, it has been over 5 weeks and I have not yet received my money. € 300.
Automatic translation:
Public
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3 years ago
Hello LApeCorina,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sportaza Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if the casino is aware of the fact that you have used a 3rd party payment? Did you use any bonus to accumulate your balance? When was the last time you spoke to the casino and what did they respond.
Please note that it is a strict breach of casino terms to use a payment method which does not belongs to you and the casino has every right to void any winnings from your account and refund the deposited amount.
Looking forward to your answer.
Regards,
Nick
Public
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3 years ago
Translation
support is aware of the matter and has not provided any problems in this regard. They asked me for the identity documents of both people and today I contacted the assistance who opened a further request for the resolution of the problem.
no bonus has been accumulated
Automatic translation:
Public
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3 years ago
Hello LApeCorina,
Please be sure to give the casino at least 2 weeks to verify both of you. Please keep us informed in case of any update.
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3 years ago
Translation
The casino has already confirmed the identity of both over 4 weeks ago
Automatic translation:
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3 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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8 months ago
We’ve reopened this complaint at the request of Sportaza Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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8 months ago
Dear all,
Thank you for giving us an opportunity to provide a response in this case.
The customer was asked to provide a document (the bank statement clearly showing full IBAN, BIC, name of the issuing institution and the name of the account holder). However, he did not reply to the request.
Best regards,
Sportaza.com
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7 months ago
Hello LApeCorina,
Even though a long period has passed since the complaint was closed, can you please advise if there is any chance of continuing resolving the matter with the casino?
Awaiting your response.
Regards,
Nick
