HomeComplaintsSportaza Casino - Player’s withdrawal is delayed.

Sportaza Casino - Player’s withdrawal is delayed.

Amount: €100

Sportaza Casino
Submitted: 16 Jan 2025 | Resolved : 19 Jan 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Germany had a delayed withdrawal of 100 Euros that had not been processed since January 1st. Despite being verified and having previously successful withdrawals, the player received vague responses from support without any resolution or suggested next steps. After 17 days, the withdrawal was confirmed as received, leading to the case being marked as resolved by the Complaints Team.

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Translation

My withdrawal of 100 Euros has not been processed since January 1st. For 15 days now, I have the option to cancel it, but nothing is happening. I've contacted support multiple times via live chat and I always receive responses like: "It's delayed" - "It will take a little longer."


No requirements or suggestions from the live chat. I've been verified for a long time and withdrawals over 100 Euros have always worked until now.



Automatic translation:
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Dear syncw,

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.

  • Do I understand correctly that you made successful withdrawals before?
  • Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed?
  • Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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Translation

Hello Kristina,


Thanks for your answer.


  • Successful payouts in 2023 & 2024 (80€, 180€, 500€)
  • Last successful payout 20.07.2024
  • Processing time was always between 2-5 days, no longer
  • Winnings were all won WITHOUT active bonus money


Best regards and have a nice day

Greetings syncw

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In the meantime, I was informed via live chat that the payout was being processed and on its way.

But that all happened yesterday.

Strangely enough, the payout is still listed as "pending" in my profile and can be cancelled. I haven't received any money either!


This is all starting to seem a little strange to me...

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Translation

The money arrived to me after 17 days.

The case here can therefore be closed.


Many thanks to the Casino Guru team.

Automatic translation:
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Dear syncw,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru 

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