The player from Brazil had expressed dissatisfaction about an account verification delay at Sportaza Casino, which had prompted a withdrawal delay resulting in stress and frustration. After registering on the platform, the player had made significant winnings and attempted to withdraw his earnings. However, his withdrawal request had remained pending for 8 days due to account verification issues. The player had faced further delays as he had trouble accessing the verification guide and experienced a document rejection. After finally having his account verified, he made two withdrawal requests totaling 2,800, which had not been deposited into his account yet. We had advised the player that withdrawals could take up to 14 days after account verification and extended the timer for his complaint. However, the player did not respond within the given timeframe, leading us to reject the complaint.
Sportaza Casino - Player from Brazil facing account verification and delayed withdrawal.
Amount: 2,800 R$
Sportaza Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
I wish to express my deep dissatisfaction with the services provided by this betting house. From the moment I decided to register, I have been encountering a series of problems which, regrettably, have surpassed any reasonable timeframe.
On the 23rd of this month, I had the unpleasant surprise of dealing with a virtual environment filled with issues that, in addition to affecting my user experience, resulted in harm to my mental health. The delay in verifying my account, and subsequently withdrawing my winnings, has been a real blow to the trust I initially placed in this platform.
The stress generated by this situation is immeasurable, and the lack of commitment on the part of Sportaza Casino is evident. It's worth noting that, upon researching betting houses, I came across rankings that point it as the worst in the industry, according to assessments from casino-focused websites.
I must also mention the delay in the withdrawal of funds, which only heightens my frustration. I request that the responsible team take immediate measures to resolve these issues and restore my confidence in the integrity of this betting house. Otherwise, I will feel compelled to seek more reliable alternatives that are committed to user satisfaction.
Hello emanuelcrente,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
I registered at the house on 01/10/24. As soon as I registered, I started playing immediately. With the amount deposited, I obtained considerable gains compared to the initial deposit. It was then that I decided to make my first withdrawal. On the 11th, I requested the withdrawal, which remained pending for 8 days. When contacting chat, the response was always the same: "Just wait." After a long wait, I decided to cancel the withdrawal request.
Again, I contacted chat, and they informed me that the withdrawal was not completed due to the lack of account verification. However, how could I verify my account if the verification guide was not visible to me? I was forced to wait another 2 days until the problem was resolved. They fixed the problem with the guide, and that's when they requested documentation. I sent the documents, but it took another 3 days for verification. There was one document missing that was not accepted: the bank statement. They did not explain why they refused the document, they just rejected it.
To clarify, I contacted my bank, who confirmed that the statement was correct. I sent the document again, until they finally accepted and verified the account. Now, on the 23rd, I made two withdrawal requests, one for 1,800 and the other for 1,000, and so far the amount has not been deposited into my account. This situation caused mental and physical exhaustion, resulting in several headaches.
I registered at the house on 01/10/24. As soon as I registered, I started playing immediately. With the amount deposited, I obtained considerable gains compared to the initial deposit. It was then that I decided to make my first withdrawal. On the 11th, I requested the withdrawal, which remained pending for 8 days. When contacting chat, the response was always the same: "Just wait." After a long wait, I decided to cancel the withdrawal request.
Again, I contacted chat, and they informed me that the withdrawal was not completed due to the lack of account verification. However, how could I verify my account if the verification guide was not visible to me? I was forced to wait another 2 days until the problem was resolved. They fixed the problem with the guide, and that's when they requested documentation. I sent the documents, but it took another 3 days for verification. There was one document missing that was not accepted: the bank statement. They did not explain why they refused the document, they just rejected it.
To clarify, I contacted my bank, who confirmed that the statement was correct. I sent the document again, until they finally accepted and verified the account. Now, on the 23rd, I made two withdrawal requests, one for 1,800 and the other for 1,000, and so far the amount has not been deposited into my account. This situation caused mental and physical exhaustion, resulting in several headaches.
Hello emanuelcrente,
As stated above, withdrawal may take up to 14 days after your account got fully verified so I would definitely recommend to wait at least a few more day for them to be processed. Please let us know in case it would take longer.
