The player from Germany faced issues with account verification, being repeatedly asked for documents despite having submitted them multiple times. He had €3,000 in his account that he could not access due to the ongoing verification process. After extensive communication and submitting all required documents, his profile was verified, and he was able to access his funds. The complaint was marked as resolved by the Complaints Team, who expressed gratitude for his cooperation.
Sportaza Casino - Player’s account verification is delayed.
Amount: €3,000
Sportaza Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Dear Sir or Madam, unfortunately, I'm experiencing issues with my verification! More and more documents are being requested from me, even though I have submitted these items multiple times.
I've really tried everything, but the support team keeps telling me the same thing – "under review." Then, I receive notifications on the website about rejections or requests for new documents.
My profile indicates that I've completed all verifications, yet more documents are still being requested, whether via email or on the website.
I have €3,000 in my account that I simply cannot access because they just won't approve my profile. This has been happening for exactly one week now.
Automatic translation:
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3 months ago
Dear Embolo1990,
Thank you very much for submitting your complaint.
I’m sorry to hear about the challenges you’re facing with the verification process and the delays in accessing your funds. To better understand your situation and assist you in resolving this issue, we kindly ask for some additional information:
- What specific documents have you submitted so far (e.g., proof of identity, proof of address, payment method verification)?
- Have you received any notifications or messages explaining why certain documents were rejected or why additional documents are required? If so, could you share those details?
- Could you provide screenshots or copies of emails or notifications you’ve received from the casino regarding your verification status?
- Have you been able to contact the casino’s support team? If yes, what were their responses or explanations for the delays?
If you have any relevant communication or documents, please feel free to forward them to petronela.k@casino.guru. These details will help us present your case effectively to the casino and work towards a resolution.
Your cooperation is crucial for us to proceed with the case. Without your input and the supporting evidence, we won’t be able to address the issue effectively with the casino on your behalf.
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
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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3 months ago
Translation
Dear Petronela,
I have submitted everything and can send you the documents via email.
I sent my ID, I sent a lease to prove my address. I sent all my bank details, transactions from November to today.
I sent screenshots of myself with the website in the background.
I have done everything that was requested and the email I always get back is "Your documents are being reviewed".
I really don't know what to do anymore.
I have written more than 20 emails to support, I have contacted live support more than 30 times but they always tell me that their support is limited.
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3 months ago
Translation
Dear Sir or Madam, my profile is verified and I was able to sort things out myself. Thank you for your effort anyway. Best regards
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3 months ago
Dear Embolo1990,
Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
Happy holidays! Wishing you joy, peace, and success in the new year!
