The player from Italy, after making a deposit and winning 288 euros on Sportaza, had his account closed when he requested a withdrawal. The closure was not communicated to him and was only discovered when he made inquiries about his pending withdrawal. The casino cited a duplication issue as the reason, but the player disputes this and seeks a refund. The complaint was rejected as the player stopped responding.
Sportaza Casino - Player's account is unexpectedly blocked after winning.
Amount: €288
Sportaza Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
I registered for the first time on Sportaza, deposited money to play, and won 288 euros. However, when I requested a withdrawal, my account was closed without any notification. I only found out about this closure after several days because my withdrawal still hadn't arrived, and so I attempted to log into my account and discovered it was closed. I tried to contact customer support by phone, but the number was not in service. I initiated an online chat with customer support and was told that my account was closed due to a duplication issue. I sent an email but received no response. I read through the reviews and found that more than one person has faced this same issue. If my account was duplicated, why wasn't this issue raised initially when I deposited my money? It only came to light after I won, and then suddenly my account was said to be duplicated. I can hardly believe it, and I am disappointed because this feels like a scam. I want my money back.
Automatic translation:
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8 months ago
Hello PeppeDB,
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 you do own multiple accounts in the casino or does anybody else from your household own an account there? When was the last time you spoke to the casino and what was it about? Did they provide you any evidence of account multiplicity?
Looking forward to your answer.
Regards,
Nick
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8 months ago
Dear PeppeDB,
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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8 months ago
Translation
Hello thank you very much for your availability... however no the casino has not provided me with any proof of the duplication of the account and in any case I was not even notified of this I discovered by chance that my account had been closed... however they replied to the email I provided and told me that at least they would give me back my money that I had deposited to play as I requested... only that practically in registering on this site I exposed my card to scams which fortunately I was able to resolve but I had to block the card ... I have proof of what I'm saying because it was a matter resolved by mail in fact I have their emails and everything ... at this point I replied to their email exposing the problem and telling them if this refund could be sent to another card but they still didn't respond ..... however no it was the first time I signed up on sportaza ...
Automatic translation:
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7 months ago
Hello PeppeDB,
Can you please forward the mentioned and every other communication and proof between you and the casino to nikolas.b@casino.guru for further review?
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7 months ago
Hello PeppeDB,
As stated above, the communication between you and the casino regarding your case as you must have contact them by now multiple times.
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