Sportaza Casino - Player's account closed with tournaments winnings and balance unpaid.

Dear Casinoguru Support Team,

I am reaching out to seek your assistance in resolving a concerning issue I have encountered with Casino Sportaza.

Recently, I discovered to my surprise and dismay that my account with Casino Sportaza had been abruptly closed, without any prior notification or explanation. This action has left me deeply troubled, particularly considering my active participation in various tournaments organized by the casino. During these tournaments, I invested a significant amount of time and money, only to encounter delays in the payment of winnings and a failure to adhere to the stated terms and conditions regarding prize disbursement.

Despite my repeated attempts to seek clarification and resolution by reaching out to the casino's customer support via email and live chat, I have yet to receive any meaningful response or assistance. This lack of communication has been immensely frustrating and has left me feeling helpless in addressing the situation.

I am hereby formally requesting the following actions to be taken by Casino Sportaza:

1. The withdrawal of my remaining account balance, totaling approximately €4000.

2. Payment of winnings from the following tournaments totaling 1900 euro, as outlined below:

- ELA Game Tournament (08.04.2024 - 14.04.2024): Ranked No. 13 on the leaderboard, entitled to receive €200.

- Weekend Clash 2 Tournament (12.04.2024 - 14.04.2024): Ranked No. 5 on the leaderboard, entitled to receive €500.

- Blazing Gold Battle Tournament (10.04.2024 - 14.04.2024): Ranked No. 15 on the leaderboard, entitled to receive €200.

- Majestic Clash Tournament (10.04.2024 - 17.04.2024): Ranked No. 6 on the leaderboard, entitled to receive €1000.

To assist you in understanding the full extent of the issue, I have attached screenshots of pertinent tournament details, copies of email correspondence with the casino, and transcripts of conversations with their live support.

I sincerely appreciate your attention to this matter and kindly request your support in facilitating a prompt and satisfactory resolution. Please do not hesitate to contact me should you require any further information or clarification.

Thank you for your assistance.

Best regards

Claude

Hello bricefox,

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 if your account is already verified and if yes, since when exactly? Since when is your account closed? When was the last time you spoke to the casino and what was it about? Did they provide any kind of explanation for the situation occurred?

Looking forward to your answer.

Regards,

Nick

Dear Nick,

I would like to express my gratitude for your attention to my complaint against Sportaza Casino.

Verification Process:

At Sportaza, it is my understanding that account verification is not mandatory unless specifically requested by the casino. To date, I have not received any such request to verify my account. Consequently, I have been able to conduct transactions without encountering any issues.

Account Closure:

Unfortunately, I received no prior notification via email regarding the closure of my account, so I cannot know when exactly they closed my account. As of April 18th, I have been unable to access my account. Despite my attempts to seek clarification via email and live chat, I have not received any information regarding the status of my account. Subsequent inquiries, including an email to the casino's complaints department on April 23rd, have also gone unanswered.

I would be very grateful if you could help me solve this problem.

Thank you bricefox for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello bricefox,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Sportaza Casino to join the conversation.

Dear Sportaza Casino,

Could you kindly furnish details regarding the reason for the player's account being blocked?

If the information can't be shared publicly, please send it to michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for reaching out!

Please be informed that the account of the customer was closed due to the Administration decision, in accordance with the following point of the website's Terms and Conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Nonetheless, as a sign of goodwill, the customer's balance, in the amount of 4023 EUR, has been paid out from our side on May 28th. 

We therefore consider the case resolved from our side.

Thank you for your patience.

Best regards,

Sportaza team

Dear all,

Thank you Casino Guru Support Team for your continued assistance with my complaint against Casino Sportaza.

I have received my account balance of €4023, and I appreciate Sportaza Casino's effort in resolving this part of the issue.

However, there are still outstanding tournament winnings totaling €1900 that have not been addressed or paid out. These winnings are as follows:

ELA Game Tournament: €200

Weekend Clash 2 Tournament: €500

Blazing Gold Battle Tournament: €200

Majestic Clash Tournament: €1000

According to the tournament terms and conditions, the player should receive their prize within 72 hours after the end of the tournament. Additionally, the terms state that a player forfeits winnings only if their account is closed during the tournament. My account was closed after the tournaments had already ended, and Sportaza failed to pay the winnings in a timely manner.

I kindly request that Casino Sportaza provides a clear timeline for the payment of these tournament winnings, as they were earned fairly and are separate from the account balance that has already been paid out.

Thank you once again for your assistance. Please let me know if any additional information or documentation is needed from my side to facilitate a resolution.

Best regards,

Claude

Dear customer,

In order for us to check the tournaments in question, we kindly ask you to provide us with the dates the said tournaments took place.

Thank you in advance.

Sincerely,

Sportaza team

Dear all,

Below are the details of the tournaments I participated in:

1. ELA Game Tournament (08.04.2024 - 14.04.2024): Ranked No. 13 on the leaderboard, entitled to receive €200.
2. Weekend Clash 2 Tournament (12.04.2024 - 14.04.2024): Ranked No. 5 on the leaderboard, entitled to receive €500.
3. Blazing Gold Battle Tournament (10.04.2024 - 14.04.2024): Ranked No. 15 on the leaderboard, entitled to receive €200.
4. Majestic Clash Tournament (10.04.2024 - 17.04.2024): Ranked No. 6 on the leaderboard, entitled to receive €1000.

I can provide screenshots of these tournaments for your reference if needed. Thank you for your attention to this matter.

Best regards

Claude

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Please be informed that we have checked the tournaments provided above.

As a result of the check, a total of 1780 EUR of unpaid winnings was found. We have paid the winnings manually to the customer's bank account on the 10th of June.

With this we consider the matter to be resolved.

Best regards,

Sportaza team

Dear all,

I confirm to have received my winnings from the tournaments.

My problem has been resolved. Thank you Sportaza for your cooperation and Casino guru for the mediation

Best regards

Claude

Great news, Claude / bricefox. I'm glad to hear that the situation could be clarified and that you successfully received your winnings.

As the complainant confirmed that they have received all the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru