The player from Germany had his account blocked without further explanation. The remaining balance was fully refunded by the Casino.
Sportaza Casino - Player’s account has been blocked.
Amount: €3,500
Sportaza Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Dear Sir or Madam, I have registered at Casino Sportaza and have earned a certain amount of around 3000 €
I haven't been paid any money so far and I have just been blocked from accessing it.
I insist on a payment of the sum that I have won, as it cannot be that the money will be withheld from me. I hereby file a complaint as it is absolutely unacceptable not to pay out the money.
Kind regards
G **** Stefan
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Marduk73,
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. Have you received confirmation regarding successful account verification? Could you please advise if you have redeemed any promotional offer from this casino when depositing funds into your account?
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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3 years ago
Translation
Dear Sir or Madam, I would like to thank you for your efforts. I would like to ask you to reopen my account at the casino mentioned, if this is the case and I accidentally blocked my account, I would like to sincerely apologize for any allegations. Dan It was an MISCELLANEOUS on my part.
Any of my emails were not answered by the casino. That made me feel insecure.
With
friendly greeting
Stefan G ****
Edited by a Casino Guru admin
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3 years ago
Translation
Additional comments from the player:
"Hello Petronela, I would like to know how the status of the account at Sportaza is, it seems very strange to me that I can play with an account amount of 3500 euros. If I am blocked, why is the money not transferred to my account.
How long am I locked, I'm not locking myself.
It all seems strange to me.
Maybe you can look into it again.
It can't be that I can't get the money anymore. There was nowhere a key to lock when entering the password.
With best regards
Stefan"
Automatic translation:
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3 years ago
Dear Marduk73,
I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. Thank you in advance.
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3 years ago
Translation
Dear Sir or Madam, It cannot be that I only get this answer to my question. I would like to know if and how my account can be reopened.
How long is the account supposedly closed?
It cannot be that I have money in the account and cannot withdraw it.
I ask you to explain to me exactly why it is not possible.
Kind regards
G **** Stefan
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Translation
Hi Stefan,
Thank you for contacting our Sportaza customer service.
We will try to process your payment as quickly as possible, please be patient.
You will receive an email as soon as we have processed the payout.
If you have any further questions, please contact us via email support@Sportaza.com or via live chat.
With best regards,
Customer service Sportaza.com
Dear Sir or Madam, This email was sent to me and I would like to know what amount will I be paid out and when.
It cannot be that I have allegedly blocked my account with an amount of 3500 euros in the account and that something like that is imputed to me.
Kind regards
G **** Stefan
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Marduk73,
I’m sure you understand that I don’t work for Sportaza Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to receive your winnings.
Do I understand correctly that your account has been blocked? When did you receive the abovementioned email from the casino? Thank you very much in advance for your reply.
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3 years ago
Translation
Hello Petronela, I apologize. I want to explain it again.
I have earned an amount of around 3000 euros and requested a payout of 500 euros, so a total of 3500 euros is available in my account in the casino.
Suddenly it was said that I had my account blocked by myself, which is absolutely not true. I could no longer log in and my access was blocked, for me this is a fraud. I also received the email from Sportaza Casino that I sent you on July 13th, 21st.
I don't get any information from the casino about how long the account is blocked and how I can log in again and, above all, when and how much money will be paid out to me. Absolute stopping so that the player collapses. For me it is an absolute fraud. Please apologize for my temper. Perhaps you can achieve something, I have never seen anything like it.
Kind regards
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3 years ago
Translation
Hello Petronela, I forgot to tell you, yes I have logged into the casino with my details. It wasn't a promotional offer
Kind regards
Automatic translation:
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3 years ago
Thank you very much, Marduk73, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Marduk73,
I looked at your complaint and will do my best to help you. I would like to invite Sportaza Casino into this conversation. Casino, can you please specify why did you block the player’s account?
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3 years ago
Translation
Dear Stefan,
Thank you for contacting our Sportaza customer service.
We apologize for the inconvenience, but your account will be closed but your payment is being processed.
We need:
• Full name (please include all names including middle names)
• Name of the bank account holder
• IBAN
• BIC
• Bank name
• Bank location (country)
Thanks in advance!
Dear Sir or Madam, I received this email from sportaza, the question arises whether I will only get the requested payout or the almost 3000 euros that I have earned.
Means I would like to get the entire money transferred, earned and the 500euro is to be paid out.
Total 3500 euros
Kind regards
Stefan
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3 years ago
Translation
Dear Sir or Madam, Thank you very much for your help and the entire amount was transferred by sportaza.
Kind regards
Stefan
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3 years ago
Dear Marduk73,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
