The player from Italy had been able to deposit and bet, but Sportaza locked the account and partially refunded the winnings. They were denied a bonus and had funds remaining that were blocked without a valid explanation. The Complaints Team investigated and found that the casino provided evidence of fraudulent activity by the player. Consequently, the complaint was rejected.
Sportaza Casino - Player's winnings are blocked and account locked.
Amount: €249
Sportaza Casino
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8.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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7 months ago
Translation
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.
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7 months ago
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.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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7 months ago
Translation
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.
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6 months ago
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How soon will I receive a response from Sportaza?
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6 months ago
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.
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6 months ago
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!
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6 months ago
Translation
I had bet on both sports and casino.
What I didn't understand is why they allowed me to withdraw €500 and then blocked the next withdrawal, between the two withdrawals from what I remember I no longer bet money on the site.
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6 months ago
Dear Customer,
Thank you for reaching out.
We are looking into your case and we will get back with an update soon.
We appreciate your patience!
Best Regards,
Sportaza
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6 months ago
Dear Peter,
We sent you an email with the explanation and details of the case. Looking forward to hearing from you.
Best Regards,
Sportaza
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6 months ago
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Could I know the details too since they concern me personally?
The money deposited in your casino is mine!!!
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6 months ago
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Could I get a reply? I would also like to know why you withheld €249 of MY money! Without even offering me the welcome bonus foreseen by your T&Cs!
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6 months ago
Thank you for the explanation Sportaza Casino representative. I have responded to your email and am looking forward to your response!
Dear angelopelosi1995 I will keep you updated about any further developments. Thank you for your patience during this time!
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6 months ago
Dear Peter,
We replied to your email. Looking forward to hearing from you.
Best Regards,
Sportaza
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5 months ago
Thank you for the clarification Sportaza Casino representative.
Dear angelopelosi1995, I apologize for the delay but I wanted to review the information with my colleagues and we came to a conclusion. The casino has provided us with a statement for the game provider with evidence that you have engaged in fraudulent activity. Unfortunately due to this reason we won't be able to assist you further in this matter and your complaint will subsequently be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
