The player from Germany faces issues with account verification, being repeatedly asked for documents despite having submitted them multiple times. He has €3,000 in his account that he cannot access due to the ongoing verification process.
Sportaza Casino - Player’s account verification is delayed.
Amount: €3,000
Sportaza Casino
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Case opened
Current status
Waiting for Casino Guru to reply
5d 15h 36m 2s
Case summary
7 hours ago
Public
Public
yesterday
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:
Public
Public
yesterday
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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