The player from Germany requested 3 withdrawals 4 days prior to submitting this complaint. They have not been processed yet. The player later confirmed that withdrawals were processed successfully, therefore we marked this complaint as resolved.
Sportaza Casino - Player’s withdrawal has been delayed.
Amount: €1,500
Sportaza Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
The payments from 21.06., 22.06., 23.06. are not processed. These are even cancelable.
The identity check was carried out on Tue. 21.06. passed successfully. According to their own terms of contract, the payment should have been processed within 3 days, i.e. by Friday. So clear contract violations.
To my e-mail inquiries at the support on Thu. 23.06. and Fri. 24.06. don't even have an answer.
Since a maximum of 3 withdrawals can be made and these are not processed, all subsequent withdrawals will be delayed.
Automatic translation:
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2 years ago
Dear niceguym,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Kristina
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2 years ago
Translation
Hello Casino Guru, Hello Kristina,
maybe they didn't understand the problem. It can happen that a payout takes a little time. However, the fact that a payment is not processed at all is a clear breach of contract. The provider's terms and conditions state that withdrawals are processed within 3 business days. Since the payouts can still be cancelled, this is not the case.
In addition, further payments are delayed because you can only request 3 payments of EUR 500 each (also legally questionable).
You seem no help to me. Therefore, I will submit the complaint to the supervisory authority.
If, in your opinion, the payment sometimes "takes weeks", then I very much doubt your understanding of the law.
Kind regards, Mirko R***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
niceguym, we have received your email confirming that all 3 withdrawals have been processed. Can we now consider this issue resolved and close this complaint?
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2 years ago
Awesome news, niceguym. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
