The player from Brazil had his account blocked after he submitted documents for verification. Even though the player's account had been unblocked, the player stopped responding, so we couldn't confirm the resolution, and thus we rejected this complaint.
Sportaza Casino - Player’s account was blocked without explanation.
Amount: 2,156 R$
Sportaza Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
My problem is with account verification
they asked me the last 3 months bank statement, but I couldn’t send it becouse I made the deposit with a new account. My account had only 2 months so they told me to get some document of the bank to prove the account opening day
after 1 month I finally got the document, went to the chat and they told me to send
2 hours later my account was blocked and with no reason. I passed through a lot to get this document! Even threaten to sue my bank if they didn’t send me document
all this for what? For nothing. They just blocked me
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1 year ago
Dear lucasbhq2,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Were the documents you submitted regarding your payment method the last obstacle before your verification in the casino was complete? Were other documents you submitted to the casino approved? Could you advise when exactly you submitted the last document and how long is your account blocked?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
I didn't even expect them to respond so quickly! I don't have that much experience.
So, there were 4 verification steps and I was soon approved in 3 of them. However, the problem occurred with the document that referred to my bank account statement for the last 3 months from the deposit.
This was quite problematic, as I made the deposit in November through an account I had just opened (October), so September was missing and they didn't want to accept it. After numerous attempts, a girl from the chat, who assisted me very well, told me to get a document from the bank to prove the date of opening the account.
I tried through all possible channels, and after about 30 days, I got it. I went to chat again and they said to send.
1 hour later they blocked my account. I had an absurd job to get this document.
The bank I made the deposit was Banco Iti, which is Itaú's digital bank. Itaú is responsible for them and it was he who sent me the document. I have them all right. Perhaps that was what generated their distrust, however, just analyze a little and everything makes sense.
I really didn't expect this. Of the BRL 2,156.00 in my balance, they sent me BRL 250.00 which was the amount of my deposit. Then, R$ 1,906.00 remains.
Any document you need, I am available and I even have all the prints of all the contacts I had to make with the bank to get the document through various competent bodies here in Brazil.
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1 year ago
Thank you for the explanation lucasbhq2.
Did the casino explain to you why they sent you your deposits instead of your winnings? Were you informed about the result of the verification of your account? Could you please send me any relevant communication between you and the casino regarding the issue to tomas@casino.guru?
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1 year ago
Dear lucasbhq2,
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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1 year ago
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I replied to the Email and thought that was enough until then, I beg your pardon.
"Did the casino explain to you why they sent your deposits instead of your winnings?"
They sent me this>>>>
-------------------------------------------------- -------------------------------------------------- -----------------------------
Peter (Sportaza)
Jan 3rd. 2023 22:50 GMT+2
Hello Lucas,
Thank you for contacting our support.
We inform you that your account has been closed due to breaching our terms and conditions paragraph 9.1, with no possibility of reopening.
Your deposit of R$250 will be refunded. All other winnings were cancelled.
Terms and conditions:
9.1 Website may be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:
· use the website for commercial purposes or on behalf or interest of another person;
· engage in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or balances that do not belong to you, in which case balances are cancelled/disputed;
· use any form of fraud or other means to obtain an unfair advantage or privilege, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;
· colluding with other customers or third parties. This includes, without limitation, playing on behalf of others, sharing information, cooperating or coordinating with others;
· use unfair betting patterns or strategies, such as equal, zero or low margin betting, minimal risk betting, "hedge" betting or otherwise where, in our opinion, the system is being abused, the guaranteed win is achieved or the risk is minimised;
· engage in money laundering, terrorist financing or any other criminal activity;
· threatening, harassing or abusing other customers or our team members;
· attempting to attack, gain unauthorized access to, or impede the operation of, the Site, the servers on which the Site is stored, or any server, computer, or database connected to the Site by attempting to bypass our security systems;
· attempt to copy, reverse engineer, decompile, modify, derive the source code or other information of software connected to, or used by, the website, as well as attempt to remove or obscure any proprietary notices placed on such software, or use it for any purpose other than personal entertainment;
try to sell or transfer your account to others or acquire other people's accounts.
If you have any other queries, please contact us.
Yours sincerely,
Sportaza.com team
-------------------------------------------------- -------------------------------------------------- --------
After what happened to me, I went after knowing the possible reason and found several people with the exact same problem. Upon gaining considerable value on the house, they claim you "breached terms and conditions paragraph 9.1, no possibility of reopening"
Completely brazen.
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1 year ago
I apologize for not reacting sooner, lucasbhq2. I received your email without issues.
Could you explain if you've achieved your balance using bonuses or not? Which games did you play (slots, live games, multiplayer)?
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1 year ago
Translation
Tomas, what happened was the following. I entered their house with a deposit of R$250 and asked for the bonus. All right, I followed the rules and managed to rollover normally. After that came the nightmare, they spent weeks rolling the withdrawal and asking for dozens of documents that I promptly sent, because I have nothing to hide, I can send any possible proof that the account is mine, that I use it and that I did nothing wrong. The problem came in the bank statement, as they asked me to send a bank statement for 3 months ending with the deposit at the house, I did not get this statement for a long time and I explained and contacted them several times, because my account was digital and recent, it did not have 3 months of use, only 2. I was informed by the attendant that if I could get a bank receipt stating the date of opening the account, everything would be fine. Well, the bank didn't even do that, but I was more confused to get this receipt until they gave it to me. I sent it to the house to verify the account and a short time later they blocked the account and only returned my deposit. I have not been paid for weeks and I had to move worlds to get their documents and they blocked me for NO reason. Completely malicious! They just don't want to pay me the money I got fairly and within the rules of the house. As I informed, I have several photos of messages with the attendants and all the necessary documents, I can prove that I have not infringed in any way this term that they claim.
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1 year ago
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I just made normal sports bets, pre games.
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1 year ago
Thanks for your explanation.
Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints about which I'll inform you via email, shortly.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint.
I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
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1 year ago
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We've decided to reopen the case. We received the following messages from the player:
"It wasn't just sports betting, I also won a considerable amount from the casino. The main game was Bigger Bass"
Please forward any additional supporting evidence regarding the issue to tomas@casino.guru
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1 year ago
Translation
As I informed you, I had already gone through all the verification steps and there was some problem in the statement step, which I can send as many as necessary because the account is mine, and today I also have the document informing when it was opened, but the Casino does not did not propose at any time to solve the blocking of the account and I did exactly what I was asked.
What additional documents can I send you?
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1 year ago
Translation
Hello TOMAS, any response? Can you please help me? It doesn't make any sense that they blocked my account since I didn't violate any terms they claim, I can prove it! I've had this problem for 2 months now!
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1 year ago
Thank you very much, lucasbhq2, for your reply. Please bear in mind that if we learn the reason why your account was blocked will be sports betting related, this complaint will be rejected as we don’t have enough insight to take on this kind of issue.
Thank you very much, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
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Tomas, the reason I was blocked informed I already said here, they informed me, it has nothing to do with what I bet, but about some problem with the verification and with the bank statement sent, which they say I violated paragraph 9.1 of the terms of conditions , but I didn't do that. There is nothing in that term that relates to the modality used. And I went through several stages of verification, my problem was after sending the requested bank statement.
This case is very characteristic and common, I saw hundreds of similar complaints in the same house, including here. I don't understand, why so much complication to help me? It's obvious that the house's problem is about my winnings and not about which modality I bet on, I wouldn't be able to say that because I did both.
Just please help me.
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1 year ago
Hi lucasbhq2,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Sportaza Casino to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's account has been blocked? Why is the player's bank document not sufficient?
Looking forward to hearing from you!
Best regards,
Tomas
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1 year ago
Dear Tomas,
Thank you for reaching out.
We would like to inform you that an email with explanation was sent to your address (tomas.k@casino.guru). Looking forward to your reply!
Best regards,
Sportaza.com
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1 year ago
Translation
Dear Tomás, any document, video call and everything that is needed I can prove and provide it, I have not hidden anything and I have not violated any of the terms that they are accusing.
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1 year ago
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Hi Tomas! Do you have any updates on my case? It's been 3 days since Sportaza sent an explanation... I want to have the opportunity to answer that.
Today it's been 1 month and 3 days since I opened a complaint here, and I've had this problem with Sportaza for almost 3 months. I'm very disappointed, it's money I honestly earned.
Please, I can't wait any longer for something that I'm sure if it's analyzed correctly it can be proven wrong, I can help you find whatever it takes, I just need you to help me!
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1 year ago
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It's been 5 days and no response... What's going on?
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1 year ago
Hi lucasbhq2,
May I ask you to provide us with exactly the same bank statement in PDF that you sent to the casino? I will review the document so we can investigate further. It is possible to share the data directly here, with your reply, or by sending it to my email address (tomas.k@casino.guru).
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Tomás, I sent several extracts, because they asked for different versions.
I sent one with 3 months from the day they asked for the statement, I sent one with the amount from the day of deposit, I sent a statement of the separate months and I sent the statement with months together, I sent it with and without a password. All these were requested in the chat by the attendant, so I sent what she asked to be sent.
Which of these extracts do you want? If necessary, I can send you a current account statement as well, with all the months from then until today.
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1 year ago
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Well, as the answers are taking so long, I sent the first extract that was sent to them. The same one who returned because they asked him to remove the password...
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1 year ago
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It is more than proven that I did not violate paragraph 9.1 of Sportaza's terms as they said, as well as any term or rule and they blocked my account exclusively so as not to pay me.
I've already prepared myself to do anything to prove the documents sent but the house doesn't care about knowing if the client is right or not, it just wants to block the account for arbitrary reasons and thus not pay what is owed.
Here I will attach a video proving all the documents I sent for verification and I am willing to form as many and as many proofs as necessary for them to pay me.
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1 year ago
Hi lucasbhq2,
I can confirm I have received all the evidence from you, and now I will try to investigate the case with the casino in order to find a fair solution for all parties.
I will keep you updated. Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hey Tomás, it's been almost 3 months since I've had this problem at Sportaza, and I've been trying to solve it with Cassino Guru for months too, it's been weeks since they informed me that they would investigate.
What kind of investigation is this? What is the point of all my documents being proven to be true and legitimate, I am willing to prove it in real time, I provide all the data and evidence possible and yet there is this delay to prove that I was unfairly blocked from the platform and that they would have my money wrong ?
The purpose of the check is to see if there is a problem with my documents, and in this case there isn't.
There is nothing wrong with my statement, and as to why it would be as stated in the terms they sent me, it doesn't make any sense. We all know that I'm real, that my account has nothing wrong with it, that I haven't committed any kind of fraud or that all the reasons for verifying my account have already been proven, what else is making this "investigation" take so long?
I already said, just pull up the countless support chats, or emails and check the documents or request any proof in real time that I have already been willing to provide, going beyond the limit of my banking privacy. It is already obvious that there is nothing wrong with my documents and that what is simply lacking is the motivation to really do the right thing and pay me. I didn't expect less from Sportaza since from the beginning they took suspicious attitudes, which always made it difficult for them not to fulfill their obligations and all the time inducing mistakes.
I have been trying to help Cassino for weeks and I don't know how you are really pressuring them to fulfill their obligations, because I haven't seen any agility since I opened the complaint, I'm always demanding and asking for answers so that someone takes action. Are you really on my side, the one of justice?
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1 year ago
Dear lucasbhq2,
I fully understand your concerns, but we always do our best to find a fair resolution for all parties. Currently, I'm waiting for the casino to reply, as I have already explained to them your reasons for editing the document, the mistake in your name, and even that you are willing to do a video verification. However, we cannot affect their reply time and also the fact whether they decide to cooperate in the resolution or not.
I will set the timer for an additional 7 days, and hopefully, we will be hearing from them soon!
Thank you for your patience.
Kind regards,
Tomas
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1 year ago
Dear Tomas,
Thank you for your message.
Please accept out apology for the response delay. We will make sure to reply to the email shortly.
Best regards,
Sportaza.com
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1 year ago
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Why doesn't Sportaza do a verification via Skype or any live video call platform?
I can perfectly show all the necessary documents in any way they want and thus prove that there is no plausible reason to support this allegation of not paying me.
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1 year ago
Dear all,
Thank you for your patience.
We would like to inform you that after a conversation with CasinoGuru, we have come to a decision to re-open the account and to credit back the winnings.
Best regards,
Sportaza.com
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1 year ago
Dear Sportaza Casino, we would like to thank you for making such a decision.
lucasbhq2, can we now consider this case resolved?
Thank you both for your cooperation.
Kind regards,
Tomas
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1 year ago
Translation
Hello Tomás, indeed my account has been reestablished with the balance, thank you very much for everything you have done here! Thanks to Sportaza for the minimum common sense too.
However, I still haven't been able to withdraw the amount, I'm having problems, they're asking me to fulfill some poorly explained requirements that aren't making much sense, but I'm trying to comply. It would be a rollover that I have already completed and that no one at support can explain how much it is and how.
I ask you not to finalize the dispute until my money can be withdrawn, as I am afraid that they will again want to hold my balance in some way. I've been trying to get it for a week now and every time they say something is missing.
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1 year ago
Dear Lucas,
Thank you for your message.
Could you please specify if you are currently experiencing issues while making a withdrawal? If you are, please attach a screenshot of the error and we will look into it immediately.
Best regards,
Sportaza.com
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1 year ago
Dear lucasbhq2,
Could you please update us on the progress of communication with the casino?
Thank you.
Kind regards,
Tomas
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1 year ago
Dear lucasbhq2,
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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1 year ago
Translation
Hello, as I informed you, they reactivated my account but I can't withdraw my money.
I've been trying to get it for over 2 weeks and it still hasn't dropped. Every time I try to withdraw, it reports a new problem, they asked me to do a rollover that I had already completed, I did, they asked to do it again, I did.
I requested the withdrawal and they asked for 3 to 4 days for it to be completed, it's been 1 week and still NOTHING.
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1 year ago
Dear Lucas,
Thank you for your reply.
We would like to inform you that your withdrawal has been processed on 04.03 and paid from our side. At the moment, there are no pending withdrawals in your account.
Best regards,
Sportaza.com
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1 year ago
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Today is the last day of the deadline they gave me for the withdrawal to be complete, but I'm sure they won't comply. Honestly, it's been 4 months since I've had my money stuck in this house, that's absurd.
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1 year ago
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If it was paid, I don't know who it was, because there was no balance in my account.
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1 year ago
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Hello, nothing has yet landed in my account and Sportaza says that the payment has already been made, I have my statement to prove it.
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1 year ago
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Is Sportaza really trying to rob me like that? I don't understand, I spoke with their support and they informed me that the payment was made, but in my account there was no amount. Where is the Sportaza transfer receipt?
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1 year ago
Dear lucasbhq2,
I understand your concerns, but let's take a closer look into the issue. May I ask you to provide me with a bank statement in original PDF format for the current month? If it's clear that you haven't received the payment, we will investigate further.
Please send it to my email address: tomas.k@casino.guru
Thank you.
Kind regards,
Tomas
