The player from Germany was prompted to provide additional documents for the KYC, even if their account has been verified in the past. The issue was eventually successfully resolved, the player received his winnings.
Sportaza Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Sportaza Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I've already played a few small amounts and already paid out!
Now I have won 1000 euros and requested the payout. After 6 days !!!! still nothing had happened. Now you wanted 8 again !!! Have documents even though the account has long been verified.
Why do you wait a week before you get a reference to verification? That is the people put off and fooled. Why do you have to point this out to them and they don't come by themselves? And that after a full week!
Even after I sent everything, NOTHING happened. A question in the chat now revealed that documents are allegedly missing, which of course is a lie. You try to rip people off here
When I wanted to submit a complaint to ASK GAMBLER, they told me that they didn't even know the casino, although SPORTAZA itself offered this link to them.
Here you want to avoid the payout that is obvious
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2 years ago
Dear bluezoo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously, and when the last withdrawal has been requested?
I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
staying patient with this casino is hard ...
I BASICALLY only play at betting shops once my account has been verified, so I am sure that this happened a few months ago. In addition, payouts were already possible in the past ..
Why do they want documents again? Because that's chicane and they want the player to cancel the payouts again and simply gamble away. My information has not changed, except for my bank account, the rest has stayed the same and was available to them.
I can't say exactly to the day, I think I registered in June and at that time I already sent everything because I have already received payments.
For me this is pure chicane and you don't respond to emails ...
greeting
#sandro c ******
Edited by a Casino Guru admin
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2 years ago
Thank you very much, bluezoo, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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2 years ago
Translation
thanks, meanwhile the 18 have !!!! documents, because they always don't like something, absolutely ridiculous
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2 years ago
Hi bluezoo,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Sportaza Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hi Peter,
the bad thing about it is ..... I send exactly what they want and they still don't like it. I should send a bank slip with the IBAN / BIC on it and my name on it. So I made a screenshot showing both of them .. refused .. are they still okay? They want you to gamble away the money again, that's perfectly clear ...
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2 years ago
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sportaza won't answer here, you can wait a long time, now 21 !!! Documents sent, doesn't make sense ... they don't pay out
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2 years ago
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The money arrived on the account today, after which you received 24 documents .... YOU can close the case, it is interesting if you threaten and write emails to the licensing authority, you can suddenly pay off ...
thanks anyway for the help
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