The player from Italy had experienced account closure without a clear explanation on Sportaza. The account held €5000 and the casino was not responding to communication attempts. The player had used the account for sports betting and had accumulated winnings through bonuses. However, our team determined that we could not assist effectively as our expertise was limited to casino-related issues, not sports betting. We recommended that the player sought help from platforms specialized in sports betting disputes.
Sportaza Casino - Player's account with winnings has been closed.
Amount: €5,000
Sportaza Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Sportaza has permanently closed my account without any justified reason, with a balance of €5000.
They do not respond to phone calls or my emails,
Automatic translation:
Public
Public
4 months ago
Hello ggandrea,
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 your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Did you play casino games or sports betting? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
4 months ago
Translation
My account was under verification but I submitted all the documents requested by them and there was no problem enough for me to use the account and deposit the amount for the bets.
I also accumulated my winnings by using bonuses and sports betting.
Then suddenly after my win they "permanently" closed my account with MY money in it for no real reason as all the documents and the account in my name had no problem.
I tried to contact them several times yesterday but they don't answer the phone or emails.
I managed to chat with an operator who, after telling me that my account does not exist (because they closed it), disconnected the session.
Do you need your email or username to trace your gaming account?
Automatic translation:
Public
Public
3 months ago
Hello ggandrea,
As we are not the casino we do not have access to your gaming account anyway. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
3 months ago
Hello ggandrea,
I'm Michal, and I have taken over your complaint. I have reviewed your case. Could you please confirm which types of games you played (slots, live casino games, sports betting, etc.) to accumulate your winnings? Have you used the bonuses you have claimed only in sports betting?
Public
Public
3 months ago
Dear ggandrea,
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.
Public
Public
3 months ago
Translation
Thanks Michael,
I only played sports betting using the bonuses required for sports betting only.
Automatic translation:
Public
Public
3 months ago
Dear ggandrea,
Although I'm sorry you have had a negative experience with Sportaza Casino and I can understand your frustration, unfortunately, as your complaint is sports betting related we wouldn't be able to advise you correctly as we don't have enough insight into sports betting. We don't have a branch dealing with sports betting yet. If you haven’t known that yet, our Casino Guru complaint forum deals with complaints regarding online casinos and online casino games only.
We wouldn't be able to competently judge all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding.
You can try to submit a sports betting-related complaint on these websites:
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
We’re truly sorry we couldn’t be of more help in this case.
If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.
Best Regards,
Michal
Casino Guru
