Sportaza Casino - Player’s withdrawal is delayed due to verification issues.

Good morning, I am having difficulties with the verification process at the Sportaza casino. I have sent everything required, and everything was accepted except for the proof of how I made the deposit. They keep insisting that I prove how I made the deposits. I have already explained that I always used a 25 franc Paysafecard. I have sent a photo of the Paysafecard as well as my bank account statement. My first withdrawal has been pending since June 5th and I am beginning to fear the worst. I appreciate your assistance.

Sincerely,

Dear Paulo0077,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly the deposit method you used was buying a 25CHF Paysafecard voucher?
• Is the record of your purchase recorded in your bank statement?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas, thank you for trying and helping me, I just sent you an email, with a summary of the problem in question, and some proof of conversations I had with sportaza... I have always used them as vaucher deposit methods, even in other casinos where I've been through these 14 years, I've never had any problem with paysafacard when withdrawing... I think it's safe and practical, and also because I deposit small amounts, maximum 25/50 per prepaid card at a time, I put the code and log into the site's account instantly... if you need anything else, please tell me...

I apologize for not replying sooner.

I can see the receipt confirms the purchase of a few vouchers.

• Is there any proof you bought these vouchers using your money?
• Have you used your payment card to purchase these vouchers, so that the purchases are recorded on your bank statement?
• Do you use https://www.paysafecard.com/en/ account?

Good morning, I sent you by email last week two purchase receipts that I found by chance, the place where I bought them is a few meters from where I live, I don't have a paysafcard account, I always loaded mine with voucher cards that are sold at kiosks , I've been doing it this way for years and I've never had any problems... In Switzerland it's very common to use these cards, I don't know anyone who keeps paysafcard purchase receipts, until (let's assume the vouchers had been given to me), which by chance wasn't In this case, would I also have to prove to Sportaza who had offered it to me? It's a huge lack of respect the way this casino is treating me, compared to other bookmakers I've been to, and where I deposited in the same way, I definitely feel like they're trying to keep my balance 😕 if necessary I don't mind buying another card and loading another paysafcard in exactly the same way and in the same place and recording the time, minute and second of the purchase, and if necessary, take a selfie with the kiosk saleswoman at the time of purchase* All I have to do is for the sportaza to ask me for that too* I charge the amount of 25 francs, at the location of the address that is on the receipt I sent him, just to prove this,... proving more than this I think is impossible... Not to mention the statement bank account that I sent them that goes beyond the limits of my banking privacy. Don't they want to come up with another excuse? I hope that the sportaza will not only pay me the prize, but also apologize for the stress she is causing me with these hard and long weeks of waiting... tell me what step you think I should take next... thank you

Dear Tomas, sorry to anticipate what you will answer next, but I have just noticed that my account was finally verified at sportaza, and I believe it was your hand, 🙂 I thank you forever, you and the casino Guru team, I have no words to describe what I feel, and what you will do for me, without you it would hardly be possible to solve this problem... Now I just have to hope that I can make the withdrawals without any problems, but I know that the Casino Guru team will be there to help in case of emergency. Forever all my gratitude with you... 1 Portuguese hug from Switzerland 😉

I am glad to hear your account was verified. Have you managed to withdraw your funds successfully? Please let me know if there are any other obstacles we might assist you with.

Good morning, I have been able to withdraw little by little, 500 euros at a time, because there are daily limits of 500/ and monthly limits of 7000. So far I have managed to make 3 withdrawals 😉

Thanks for the update.

If you agree, we'll close the complaint as resolved. You will have the option to reopen the complaint if you encounter any issues with current withdrawals in the casino. You can request to reopen the complaint in this section or by contacting me via email at tomas@casino.guru

I'll await your reply.

Yes, you can close. 😉

Thanks

Dear Paulo0077,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru