The player from Austria won €2,000 and attempted to withdraw the money but encountered an error due to a daily withdrawal limit of €500. They followed the limit and withdrew €500 for four consecutive days. However, when they contacted customer support, they were informed that verification was required. Despite multiple attempts to verify their account by uploading their selfie and bank details, the process has been rejected repeatedly. We contacted the casino and it informed us that the player had canceled the withdrawal request and lost the balance making bets. Then they had requested to permanently close the account. The player also asked us to close the complaint, so we finally rejected it.
Sportaza Casino - Player is struggling to verify their account.
Amount: €2,000
Sportaza Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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10 months ago
Translation
Hello,
Have on 6.6. €2000 won. Then I wanted the payout, but I got an error message. Then I found out via chat that there is a limit of €500 in withdrawals per day. No sooner said than done, I then had €500 paid out for 4 days in a row. After 3 chat contacts, where I was assured that it will be paid out in 3-5 days, the message came that verification is required. Now the theater begins. Unfortunately I specified 2 different accounts when making a withdrawal, I said it was a mistake and I only want to verify 1 of these accounts and also deposit and withdraw. No do not go. In the meantime I have uploaded my selfie and bank details 10 times and it is inexplicably rejected. The customer chat is a complete joke because they never respond to you. Meanwhile I only have 900, this 2000€, because this is probably also one of their methods.
Automatic translation:
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10 months ago
Dear Cmeyez,
Thank you for submitting your complaint. I’m sorry to hear about your problem.
Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account got blocked.
We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise why you opened two different accounts? Were both of them active at the same time?
If there's any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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10 months ago
Translation
Hello,
I don't think you understand exactly what I wrote. I have specified 2 bank accounts for payment. I just wanted to verify a bank account. I haven't written anywhere that I have 2 sports betting accounts with the provider!! I have massive problems with verifying and with customer service, which never answers my questions. I am not banned and have access to my account, only I cannot withdraw it because they are taking a long time to verify. I need your help there.
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10 months ago
I do apologize for the misunderstanding. Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?
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10 months ago
Translation
Hello,
I got the win on the 6th and requested the payout immediately. After waiting 1 week and asking several times, the topic started with the verification. They verify some of my documents, some not. I don't get any information about what didn't fit.
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10 months ago
Thank you very much, Cmeyez, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hi Cmeyez,
I've just reviewed your case and am sorry that you came across such a problem. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.
Dear Sportaza Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide us with more information regarding the case? Could you specify if there're any missing documents for the verification and what were the reasons to reject the provided ones? Why haven't you communicated this to the player?
I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.
Looking forward to hearing from you!
Best regards,
Natalia
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10 months ago
Translation
Hello,
You no longer have to contact the casino. The casino tried very hard to delay my questions and verification to the maximum so that I would lose everything and unfortunately I have now. PRIME EXAMPLE: you can pay in a million, but only pay out if you are willing to put in the effort. Dear people, I STRONGLY advise you not to visit this site. You can close the case!
Edited
Automatic translation:
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10 months ago
Dear Customer,
Thank you for reaching out to us.
We would like to inform you that all your withdrawal requests was canceled from your side, and the remaining balance in your account has been depleted through gameplay. Furthermore, as per your request, your account has been permanently closed prior to the completion of the verification process.
We sincerely apologize for any inconvenience caused during verification of your second bank account. Regrettably, there are no remaining funds available for withdrawal.
If you have any additional inquiries, please do let us know.
Sincerely,
Sportaza
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10 months ago
Dear Sportaza Casino, thank you for the reply.
Dear Cmeyez, thank you for the updates. Based on your post, we will now reject your complaint. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Regards,
Natalia
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