Sportaza Casino - Pelaajan kotiutus viivästyy estettyjen tilien vuoksi.

I am fully verified and have a balance of over €3,000.

Withdrawals of €1,000 every 24 hours (up to three times) are confirmed as available on my account.

I deposited via bank transfer. This withdrawal method has since been disabled by the casino.

At the same time, the casino refuses to allow withdrawals via any alternative method, stating that withdrawals are only possible via a previously used deposit method.

This creates a deadlock situation:

The original method is unavailable due to the casino’s decision, and no alternative is allowed.

I have fulfilled all verification and wagering requirements. The withdrawal blockage is not caused by me.

I request that the casino either re-enable bank transfer withdrawals or provide a reasonable alternative payout method.

Amount in dispute:

€3,000+

Have you contacted the casino?

✅ Yes

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sportaza Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous successful payouts from the casino?
• What happens when you attempt to use the following payout options?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good day Mr. Tomas,

Thank you for your message. Yes, I had actually received payouts before, the last one was in December, but I never won or withdrew more than €1000 in total, and Sportaza always paid out via bank transfer without any problems. That's also how I've always deposited. When my gaming account suddenly increased to €3800 due to winnings, the bank transfer payout method disappeared within a day.

I then created a Revolut account, which had its own IBAN, and, as per the instructions, specified this as my withdrawal method. Subsequently, both withdrawal requests from Sportaza were canceled after 24 hours and credited back to my player account, with several different explanations given by the live chat. The first time, it was due to technical problems at Revolut; the second time, 24 hours later, it was due to a system error; and the third time, I was told I had to deposit funds using the withdrawal method before I could withdraw anything. This became too unclear to me, as bank transfers were no longer working either, according to Sportaza, and other reasons were being offered. Furthermore, Sportaza subsequently stopped offering Revolut as a deposit option. Therefore, due to this deadlock created by Sportaza, I am currently unable to withdraw any funds.

No, not a single cent of my winnings is a bonus!!!

I will gladly send you the chat logs from the live chat that I have to the email address you provided.

Sportaza's customer support via email has never responded!

Thank you for your efforts

Regards

Tomi

Guten Tag Herr Tomas,

vielen Dank für Ihre Nachricht. Ja, eigentlich hatte ich zuvor schon Auszahlungen erhalten, die letzte war im Dezember, ich hatte aber nie mehr als 1000€ Gesamt gewonnen bzw. zum abheben, das hat Sportaza immer per Banküberweisung ohne Probleme ausgezahlt. So habe ich auch schon immer eingezahlt. Als mein Spielkonto durch Gewinne auf einmal auf 3800€ anstieg, verschwand die Auszahlungsmethode Banküberweisung innerhalb eines Tages.

Daraufhin habe ich mir ein Revolut Konto angelegt, welches eine eigene IBAN hatte , entsprechend der Vorgaben habe ich dann dieses als Auszahlungsmöglichkeit angegeben. Daraufhin wurden beide Auszahlungsanfragen von Sportaza nach jeweils 24std storniert und auf mein Spielerkonto zurückgebucht mit mehreren verschiedenen Begründungen des Live Chat. Beim ersten Mal hieß es wegen technischer Probleme bei Revolut, beim zweiten Mal wieder 24h später hieß es wegen systemfehler, beim dritten Mal hieß es ich müsse über die Auszahlungsmethode erstmal einzahlen um etwas ausgezahlt zu bekommen. Das wurde mir dann zu unklar, da es so ja auch nicht mit Banküberweisungen mehr funktionierte seitens Sportaza und andere Gründe erst vorgeschoben wurden. Außerdem hat Sportaza danach Revolut nicht mehr als Einzahlungsmögöichkeit mir angeboten. Also konnte (kann) ich im momentan gar nicht auszahlen durch diese von Sportaza erstellte Sackgasse.

Nein, in meinem Gewinn steckt kein einziger Cent eines Bonus !!!

Gerne sende ich Ihnen die chatprotokolle des Live Chat die ich habe auf die von Ihnen angegebene Email Adresse.

Der Kundensupport über die Email Adresse von Sportaza hat sich noch nie gemeldet !!!

Vielen Dank für Ihre Bemühungen

Mfg

Tomi

Dear Bumskopf,

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,

Tomas

Okay, thank you very much for the feedback. I'll wait for Hadi then.

Regards

tomi

Alles klar, vielen Dank für die Rückmeldung. Ich warte dann auf Hadi.

mfg

tomi

Dear Bumskopf,

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

The casino has confirmed that my address details have been updated after I submitted proof of address (registration certificate from the city).

Payout via bank transfer is not currently possible, and I am waiting for final activation.

Confirmation of the correct address from Sportaza arrived on Friday, January 23, 2026 at 11:00 AM; nothing has happened since.

Unfortunately, I still cannot make a payment.

It has now been exactly 14 days since my first withdrawal attempt.

Das Casino hat bestätigt, dass meine Adressdaten nach Vorlage des Adressnachweises (Meldebescheinigung von der Stadt ) aktualisiert wurden.

Die Auszahlung per Banküberweisung ist derzeit noch nicht möglich, und ich warte auf die endgültige Aktivierung.

Die Bestätigung der richtigen Adresse von Sportaza kam am Freitag 23.01.26 um 11uhr, seit dem ist nichts mehr passiert.

Ich kann leider immer noch nicht auszahlen.

Es sind jetzt genau schon mehr als 14Tage seit meinem ersten Auszahlungs Versuch vergangen.

Dear Bumskopf,

After reviewing your account, we can confirm that the withdrawal requests submitted on 7th, 14th and 15th of December have been successfully processed.

Kind regards,

Sportaza Casino Team

Dear Support Team,

thank you for your reply.

My concern refers to my current balance and the fact that bank transfer withdrawals are currently not available on my account.

Could you please confirm when the bank transfer withdrawal option will be enabled, so I can submit a new withdrawal request?

Kind regards

Tom

Dear Bumskopf,

We kindly ask you to provide us with a screenshot of the error message please.

Kind regards,

Sportaza Casino Team

As requested, I am attaching a screenshot showing that the bank transfer withdrawal option is currently not available on my account.

Dear Bumskopf,

We have reviewed your withdrawal request and noted that your recent deposit has not yet been wagered.

In order to proceed with a withdrawal request please fulfill the wagering requirements.

Additionally we would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

6.8 All deposits are subject to the rollover requirements (x1) and that no withdrawals can be done before the wagering is completed.

We hope that this clears up the matter for you.

Kind regards,

Sportaza Casino Team

My last successful deposit was €100 on January 10th.

After that deposit, I placed bets totaling approximately €450 between January 11th and January 13th, which clearly exceeds the x1 wagering requirement stated in the terms.

Please note that an attempted €20 deposit on January 13th was aborted and never credited to my account, therefore it cannot be considered a valid deposit.

Based on this, the wagering requirement for my last deposit has already been fully met.

thanks

Bumskopf

I kindly ask the casino to review the wagering history again and proceed with enabling my withdrawal

I have clearly addressed the casino’s claim regarding unmet wagering requirements by providing detailed figures, which show that the x1 wagering condition was fully met.

Despite this clarification, there has been no response from the casino for several days.

Please note that my withdrawal issue has been ongoing since mid-January, and all verification requirements were completed and confirmed on January 23rd.

At this point, I kindly ask for this complaint to be escalated, as there are no outstanding conditions preventing the withdrawal.

Dear Bumskopf,

We apologize for the misunderstanding and any inconvenience this may have caused.

We would like to inform you that after carefully reviewing your request, you have successfully met the wagering requirements.

You should now be able to request a withdrawal directly through your account.

Should you experience further difficulties, please contact us. We are prepared to assist with a manual transfer once you provide the necessary bank information.

Kind regards,

Sportaza Casino Team

Thank you for the confirmation.

The bank transfer option is still not selectable in my account.

I would therefore like to proceed with the manual bank transfer as suggested.

Please let me know which bank details you require in order to process the withdrawal.

The casino previously confirmed that the wagering requirements were fulfilled and explicitly offered a manual bank transfer if the payment option was not available in my account.

However, I have now received a contradictory response stating that they are not able to influence the status manually and that I should use another payment option.

As bank transfer is the only appropriate withdrawal method based on my deposit history, I kindly ask for clarification on this inconsistency and for the casino to proceed with the promised manual transfer.

Dear Sportaza Casino,

Could you please clarify your position regarding the player’s last message about their withdrawal and the manual bank transfer?

Best regards,

Hadi

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’ which may negatively affect its rating.

Dear Bumskopf,

To help us investigate this further, could you please provide a screenshot of the error you're seeing when attempting to withdraw? 

Kind regards,

Sportaza Casino Team

Dear Support,

Please find attached the requested screenshot of the withdrawal section.

As previously confirmed, the wagering requirements have been fulfilled and a manual bank transfer was offered.

The bank transfer option is still not available in my account.

I kindly ask you to proceed with the withdrawal as previously agreed.

Kind regards.

Dear Support,

Please find attached three screenshots showing:

– my username,

– the current date (15.02.2026),

– the withdrawal section where bank transfer is not selectable.

As previously confirmed, the wagering requirements have been fulfilled and a manual bank transfer was offered.

I kindly ask you to proceed with the withdrawal accordingly.

Kind regards.

Dear Bumskopf,

Thank you for the screenshots provided.

To help us resolve this, please provide a screenshot that clearly shows the specific error message you receive when attempting to withdraw funds from your account.

Kind regards,

Sportaza Casino Team

Dear Support,

As shown in the screenshots already provided, the bank transfer option is not available in my account.

Therefore, there is no specific error message displayed when attempting to withdraw via bank transfer, as the option cannot be selected.

Please note that previous withdrawals were successfully processed via bank transfer, and this method has been available in my account before.

I kindly ask you to proceed with the previously offered manual bank transfer.

Kind regards.

Dear Support,

As shown in the screenshots already provided, the bank transfer option is not available in my account.

Therefore, there is no specific error message displayed when attempting to withdraw via bank transfer, as the option cannot be selected.

Please note that previous withdrawals were successfully processed via bank transfer, and this method has been available in my account before.

Additionally, I have also made deposits via bank transfer (instant bank transfer), which makes bank transfer the appropriate withdrawal method in my case.

I kindly ask you to proceed with the previously offered manual bank transfer.

Kind regards.

The requested screenshots were provided 5 working days ago.

Since then, I have not received any response from the casino.

As the wagering requirements were already confirmed as fulfilled and a manual bank transfer was previously offered, I kindly ask the casino to provide a clear and final resolution timeline for processing the withdrawal.

Dear Bumskopf,

We kindly suggest exploring our alternative payment methods to withdraw your funds.

There are several options available to ensure you receive your balance quickly and securely.

Kind regards,

Sportaza Casino Team

The casino recommends using alternative withdrawal methods.

However, bank transfer was previously available and used for both deposits and withdrawals.

I do not have access to the other listed payment methods.

As wagering requirements have been confirmed as fulfilled and a manual bank transfer was previously offered, I kindly request the casino to either:

Reactivate bank transfer for my account, or

Process the withdrawal via manual bank transfer as previously stated.

I am willing to accept any standard EUR withdrawal method that is fully functional and does not require cryptocurrency.

I kindly ask for a clear and final resolution

The casino recommends using alternative withdrawal methods.

However, the listed alternatives (Visa, Mastercard, Skrill, MiFinity, cryptocurrency) are not accessible to me.

Bank transfer was previously available and used for both deposits and withdrawals.

Since wagering requirements have been confirmed as fulfilled and a manual bank transfer was previously offered, I kindly request one of the following solutions:

Reactivation of bank transfer for my account, or

Processing the withdrawal via manual bank transfer, or

Providing a fully functional EUR withdrawal method that does not require cryptocurrency and does not require me to open new third-party accounts.

At the moment, I am technically unable to withdraw my funds.

Dear Sportaza Casino team,

Thank you for your update.

even though this method was previously used and wagering requirements have been confirmed as fulfilled.

Could you please explain the reason bank transfer cannot be processed at this time? If there is a technical limitation or policy restriction, we kindly ask for details so we can mediate effectively and find a solution.

Thank you for your cooperation.

Kind regards,

Hadi

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’ which may negatively affect its rating.

Dear Bumskopf,

We hope you are having a good day.

Following a review of the matter, the relevant department has requested further information to better understand the situation. At this stage, it is not quite clear what exact issue you are facing with the bank transfer process, and we want to ensure we address the root cause correctly.

To help us investigate this further, please provide more specific details regarding the error you are encountering. We also kindly ask that you share a short video recording of the issue as it happens, as this will allow our technical team to see exactly where the process is being interrupted.

Or you could provide an alternative payment methods to withdraw your funds. There are several options available to ensure you receive your balance quickly and securely.

Once we have these additional details and the video, we will be able to move forward with a more thorough investigation.

Thank you for your patience and cooperation.

Best regards,

Sportaza Casino Team

As requested by the casino I also provided a video showing the withdrawal issue.

These screenshots show that bank transfer is not available in my withdrawal options.

The casino previously confirmed that my wagering requirements were fulfilled and that my address and identity were verified.

They also mentioned the possibility of a manual bank transfer earlier in the process.

However, bank transfer is still not available in my withdrawal options

Dear Bumskopf,

We want to confirm that we have successfully received your video. We have reviewed the initial details and have escalated the matter to the relevant department for a more thorough assessment.

Please be assured that we are looking into this as a priority. Once we receive an update from the specialized team, we will contact you immediately with further information.

Thank you for your patience and cooperation.

Best regards,

Sportaza Casino Team

Dear all,

Thank you for the updates and clarifications from both parties. I will await the next update from the casino and continue to monitor this thread closely.

Dear Bumskopf,

We are writing to provide an update on the investigation into the issue you reported.

The relevant department has completed a thorough review of the video footage you provided. According to their findings, it appears that a payment method was not selected during the process. To proceed, please navigate to the withdrawal section and re-try to select your preferred method from the available options.

If you encounter any further difficulties while attempting to choose a method, please let us know. Additionally, if you receive a specific error message during this process, please provide us with a screenshot or the exact text of the error so we can investigate further.

Thank you for your patience and cooperation.

Best regards,

Sportaza Casino Team

Dear Sportaza Team,

Thank you for your response.

I would like to clarify that I have followed the withdrawal process correctly. 

However, bank transfer is not available in my withdrawal options, which is exactly the issue I have been reporting.

As shown in my previously provided screenshots and video, I am unable to select bank transfer because it is not offered in my account.

Therefore, I kindly request that you either:

1) enable bank transfer for my account, or

2) process my withdrawal manually using the bank details (IBAN) I have already provided.

At the moment, I am unable to complete the withdrawal due to the missing payment method, despite having fulfilled all verification and wagering requirements.

I would appreciate a clear solution on how this withdrawal can now be completed.

Kind regards,  

Tom

Username: Bumskopf

At this juncture, we will patiently await the casino's response.

The casino has now requested my bank details for a manual withdrawal via email.

I have provided all the required information.

Das Casino hat nun meine Bankdaten für eine manuelle Auszahlung per Email angefordert.

Ich habe alle erforderlichen Informationen angegeben.

The casino has transferred the money!

Thank you very much

Please anonymize messages containing real names here…

Thank you Casino Guru for the excellent moderation!

Das Casino hat das Geld überwiesen!

Dankeschön

ich bitte darum die Nachrichten hier mit Echtnamen unkenntlich zu machen …

Danke Casino Guru für die sehr gute Moderation!

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’ which may negatively affect its rating.

Dear Bumskopf,

I am pleased to hear that you have received your funds.

To confirm, have you received the full amount?

Please note that you also have the option to close it yourself using the designated button. Alternatively, if you would like, you can simply confirm that you have received all of the disputed funds, and I will be more than happy to assist in closing the complaint for you.

Yes, thank you, I received all the money!

Thank you for the moderation and mediation, Casino Guru

Ja danke , ich habe das ganze Geld erhalten !

Danke für die Moderation und Mediation Casino Guru

Dear Bumskopf, 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