The player from Germany had been waiting over three weeks for her withdrawals despite her account having been verified. She had made daily contact with Live Support but kept receiving the same responses asking for patience. The verification process had taken 20 days and her withdrawal requests were cancelled during this period. After raising the issue with us, she began receiving her payouts in installments. Despite the long wait of a month, the player confirmed that she had received all her winnings. We then marked the complaint as 'resolved' in our system.
Sportaza Casino - Delay in player's withdrawal process.
Amount: €2,000
Sportaza Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
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2 weeks ago
Translation
I've been waiting for over 3 weeks for my withdrawals and my account has been verified since last week.
I first requested my withdrawal on 23.03.24.
Please help me receive my withdrawals quickly 😔
I'm in contact with the Live Support every day but keep getting the same copied replies. They ask me to be patient.
The verification alone took 20 days and only after 10 days I was able to submit my documents. My withdrawals were cancelled during the verification process. I then refiled for withdrawals.
Overall, I've been waiting 25 days for my first withdrawal of €500 out of a total of €2000.
I have used a bonus and completely cleared it. I have adhered to all conditions.
Attached, you will find screenshots of everything I mentioned.
Automatic translation:
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2 weeks ago
Hello glorystory,
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.
What kind of bonus were you using? Did you play casino games or sports betting?
Please keep in mind that we always recommend to wait 14 days for any withdrawals to be processed and as you did request them less then a week ago, I would advise to wait only.
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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2 weeks ago
Translation
I received the first two payouts today, 1000€ out of 2000€😊
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1 week ago
Hello glorystory,
Glad to hear that. Please let us know once the rest of the money arrives.
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1 week ago
Translation
I received the third of four payouts yesterday and will report back on the last one :) It took a long time, but it looks like if you are patient enough (1 month in total) and manage not to gamble away your winnings, they will finally pay out. 😃
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6 days ago
Translation
I finally received all the winnings. Thanks for the help and you can close the complaint. 🙂
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2 days ago
Dear glorystory,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and 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.
Best regards,
Casino.Guru
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