The player from Italy was facing a delay on their withdrawal and pending document verification. Additionally, they discovered that their account had mysteriously been closed without their knowledge or understanding. Upon receiving the complaint, we asked the player several questions to better understand the situation. However, due to the lack of response from the player, we were unable to proceed with the investigation or provide potential solutions. Consequently, we had to reject the complaint.
Sportaza Casino - Player’s account blocked amid withdrawal issue.
Amount: €1,000
Sportaza Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Hello
I have been waiting for my withdrawal for three weeks now, they asked me to send my documents, which I did, and some have been verified, only the document related to the transactions made with my card in the period they indicated was missing. Today, I tried to log into my account and was told, "your account has been closed"... Could someone kindly explain what happened? I'm starting to seriously doubt this casino site
Automatic translation:
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3 months ago
Dear mattias2643,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully in the past?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
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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2 months ago
Dear mattias2643,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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