Sportaza Casino - Player’s struggling to complete account verification.

Good evening,

I have problem with sportaza

I make withdraw of 09.11.2022.

Star verification 11.11.2022

I was send :

• selfi of background sithe sportaza
• ID with selfi
• proof of address

Now they want document pdf with deposit transaction. I send this now (29.11.2022), but I affraid they want "torment me"

Please help,

Lukasz K**********

Dear kapaa83,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please confirm that you have uploaded all the personal documents needed for the verification? Have you been informed what specifically seems to be a problem in verifying your account?

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

Hello, I acception verification couple day, but for now It take 20 days.

Start verification 11.11.2022. Thats not couple of days.

I was send everythink, what they want. I never create account on this website.

I was send four document.

• proof of address
• selfi with ID
• selfi with background website sportaza.

How can make this ? Only me.

Yesterday I was send transaction deposit.

Today I want write to MGA, and couple of instution about this problem.

Thank you very much, kapaa83, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi kapaa83,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Sportaza Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Kind regards,

Tomas

Good day,

Thank you for reaching out.

We are sorry to hear that the customer was not satisfied with his experience at our website. As a licensed online casino and sportsbook, we have a legal obligation to have in place procedures to comply with relevant regulation in order to verify customers. We need to make sure the documentation we receive is satisfactory in order to complete such checks.Nevertheless, we always do our best to make the process as clear for the customers as possible.

We would like to confirm that the customer's withdrawals and balance have been already paid out in full from our side. 

Please feel free to contact us should you have further questions.

Sincerely,

Sportaza

Dear Sportaza Casino,

Thank you for clarifying the situation.

kapaa83, could you please confirm that this is correct and that the matter is now resolved?

Kind regards,

Tomas

Hello, my account was close, but They withdraw all money. Thank you.

Thank you casino guru, for supported.

Have a nice Day, bye

Dear kapaa83,

I'm glad to hear that you have been paid. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas