The player from Italy was able to deposit and bet, but Sportaza has locked the account and partially refunded the winnings. They were denied a bonus and now have funds remaining that are blocked without a valid explanation.
Good morning,
Sportaza has locked my gaming account, on which I still had 259.90 euros blocked. They only refunded me 10 euros, and didn't provide any valid explanation, simply telling me that I violated the terms and conditions, but didn't give me any other details to reference.
I would like them to explain what I violated, and if they can't provide a valid reason, I would like to get back the money that is still in the account and is no longer usable after all these months.
Initially, they refused to let me withdraw via crypto, telling me I had to deposit by credit card. Obviously, I only deposited 10 euros with a card, then they allowed me to withdraw up to 500 euros from my account and blocked the remaining balance, without providing any explanations.
At the beginning, they denied me the welcome bonus without giving any explanation. So, I don't see what rule I have violated. I simply bet my own money and won, and then found my winnings blocked without reason.
I have attached every email and withdrawal I have had with customer support.
Dear angelopelosi1995,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
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
I registered on 11/27/2023, you think you have verified your gaming account, also because I deposited by card or bank transfer.
I mainly played sports betting and sometimes live casino.
They completely denied me the ability to use the welcome bonus, so I did not use bonus funds.
They authorized a withdrawal of €500, after which I no longer bet because I wanted to withdraw everything and not bet for a while, the next withdrawal of €259.90 was refused, closing my gaming account and refunding me only 10 € on €259.90.
Thank you very much, angelopelosi1995, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
PS: Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.
Hello there,
Thank you angelopelosi1995 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Sportaza Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.
Thank you!