Sportaza Casino - Player's account closed and winnings confiscated.

Hello All,

Sportaza on a whim closed my account, confiscated all my money and refuses to communicate.

I got an email saying that since I didn't conduct a KYC process within 30 days they just took my money and closed my account.

How is this even legal? It can't be. I didn't do anything wrong.

Please reinstate my account and give me access to my funds.

Hello darp22,

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 was the verification ongoing? Why did it took more than 30 days to finish it? How much real money balance did you have on your casino account when it got closed? Did you ever deposit anything into the casino?

Looking forward to your answer.

Regards,

Nick

Thanks for replying.

I didn't even know they wanted my documents. I wasn't using my account for many months and then I get this email that it got closed.

Real balance was around 350 euro which I managed to create from a 100 euro deposit. No bonus.

Hello darp22,

Could you please forward any communication you have with the casino to nikolas.b@casino.guru? Did you ask them if there is a possibility to reopen or verify your account?

Some casinos may block your account after being inactive for a longer period of time but it should not entitle them to confiscate your balance.

Dear darp22,

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.

Hi again and sorry for delay.

There is no communication between me and them as they don't reply.

This is excerpt from the mail I received:

"If such documentation is not provided within 30 days of our request, the Player's Account will be closed and the Player will forfeit all funds in their Account. Such decision will be final, binding and not subject to appeal."

As you can see, they have no intention of cooperation or giving me back my money.

Hello darp22,

Could you please clarify for how long was your account dormant and you did not use or login to it at all?

I would say around six months

Hello darp22,

Unfortunately, in such case, there is nothing we would be able to do. If you would just pass the verification period by a few day or a week or two it would be different but you basically did not care about the casino balance and account over half a year.

You can still try to contact the casino's licensing authorities in order to pursue the resolution of this case but we can't enforce them to do so if you ignored their request and terms.

The complaint will be now closed for the above explained reason.

Best regards,

Nick