The player from Germany is facing issues with the casino not enforcing her Oasis block. She requests a refund of her deposits, arguing that the casino is responsible for adhering to the ban.
Sportaza Casino - Player's account is not following the ban rules.
Amount: €1,803
Sportaza Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 3h 47m 52s
Case summary
20 hours ago
Public
Public
22 hours ago
Translation
The issue here is that the casino is not adhering to the rules. As someone who is addicted and, in this case, banned with an Oasis block, the casino is responsible for ensuring that I am not allowed to play. Despite informing customer service that I am banned through Oasis and they are liable for allowing me to play and should refund my deposits, they simply responded by banning me. For a casino, it should be the case that they either operate legally and enforce the Oasis ban or operate illegally. In both scenarios, the player has the right to have their losses refunded. I hope this complaint will help before I proceed with legal steps with a lawyer.
Automatic translation:
Public
Public
20 hours ago
Dear jadhero97,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sportaza Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly that after you informed the casino about suffering from gambling problems, your account was blocked?
- Was there any withdrawable balance on your online casino account, or any pending withdrawals before your account was blocked?
- Do I understand correctly you requested a refund of your lost deposits from the casino? With what result?
Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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