The player from Germany is experiencing difficulties withdrawing his winnings after a failed attempt for a payout. As the player collected all the payments, he confirmed the matter was resolved, so we closed the complaint accordingly.
Sportaza Casino - Player struggles to withdraw his winnings.
Amount: €16,800
Sportaza Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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1 year ago
Translation
Dear Casino Guru Team,
I would very much like to file a complaint and ask for the casino's opinion.
I've been playing at this casino for the last year and I've also deposited a lot of money.
I have a successful KYC and have successfully withdrawn money several times.
Now, in the last few payouts, a failed payout has been credited to my casino account. A payout was then no longer possible because the casino system recognizes the credit as a deposit and requires the minimum rollover (1x).
I still let the reels spin even though I really didn't have to.
Now it says: maximum payout amount per day exceeded.
Although I don't have an open payment at all. Neither today nor 24 hours ago.
My emails are rarely answered. There is always an automatic reply with a ticket number. Etc
I would very much like to ask for the opinion of the casino representative. I'd really like to know why all the fuss about withdrawals from a loyal member with Expert VIP status. This is simply refusing and delaying payment.
I am very much assuming that you would also be very interested in the opinion of the casino. After all, you are indirectly promoting this casino with more than 8 stars. I ask for your support.
Thanks very much.
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1 year ago
Dear Armand,
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 your previous attempt to withdraw your winnings failed and subsequently your funds were returned to your casino account? Have you accumulated your winnings with or without an active bonus, please?
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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1 year ago
Translation
Good day 🙂
No, I played without a bonus.
Won 20,000 and already paid out part of it. 16800€ are still open. I play in this casino for a long time and with high stakes.
The casino doesn't allow me to withdraw more than €800 per day. The casino maintains a VIP ranking with withdrawal limits per day. Mine is 800€.
I had multiple payouts. Got you too. Except for a payout last week. This failed withdrawal was credited to my casino account. Now I wanted to make another withdrawal, but the casino system requires a minimum rollover (1x) from me. Probably because of the failed withdrawal or credit.
After a few days the casino didn't respond to emails.
I then implemented the rollover 1x for the 800 euros, now it says that my maximum payout amount per day has been exceeded.
although I have no outstanding withdrawals and have had them in the last 24 hours.
The casino has brought such an action to me several times. That's why I would like to know very much why the casino reacts in this way and puts so many obstacles in my way for the payout.
thank you very much.
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1 year ago
Thank you very much, Armand, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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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1 year ago
Translation
I just checked.
The casino even arranged a withdrawal for me at 3pm yesterday.
I also received an email yesterday that my messages had been forwarded to the responsible department.
HOWEVER, I ask you to leave this case open. Because I always have to pay out small sums. It happens to me again and again that the casino credits payouts again and requires the minimum rollover (1x) for the payout.
I will also check today at 3 p.m. whether further payments are possible again. You can have up to 3 open payouts.
i will report it here.
Thanks very much.
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1 year ago
Hi Armand,
I've just reviewed your case and am very sorry that you came across such an issue. I will keep this complaint open until you are satisfied with the sum you have withdrawn.
But I still would like to ask the casino why a VIP member has such a withdrawal limit and why 1x rollover should be necessary once the withdrawal is rejected, which is actually not the same as the requirements for deposits.
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas.
I can make withdrawals again. It just worked again.
Yes, unfortunately I can only pay 800€ a day. It usually takes 3-4 days for the payments to be processed.
It would be nice to know if the casino could upgrade my VIP level to legende so that I could withdraw at least €1500 a day. Or whether it could not make a one-time payment.
Otherwise I'm busy paying out for 7-8 weeks!
if the casino does not do this, then the finance department should be fair and always and timely process my withdrawals and not create obstacles for me.
thank you very much
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1 year ago
Hi Armand,
Thank you for updating us on the situation. May I know if you are planning to withdraw the entire balance?
It would be great if you could always write down the remaining balance after a successful withdrawal. So we can see the progress.
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
I will do that.
I would like to pay off almost everything in advance. To see if I can continue to trust this casino in the future.
The reason for my suspicion is the minimum rollover for canceled payouts and when I suddenly couldn't pay out the day before yesterday. That's why I would like to continue to see how the casino behaves with withdrawals before I deposit and withdraw such large sums again in the future. Above all, I have read a lot of bad experiences and reviews about this casino here. I can't confirm all of these. One should give the casino itself a chance.
Thank you for your understanding.
Today I will be arranging a third withdrawal, all of which have yet to be processed by the finance department.
then 14,400 are still open.
Thank you for your understanding.
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1 year ago
Good day,
Thank you for reaching out. You can be sure that we are doing our best to make the withdrawal process as smooth as possible.
All withdrawals at our website are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal. The VIP status of the customer is currently at "Expert", which allows him to withdraw up to 800 EUR per day. The customer's VIP level is automatically determined by the activity on the account and we are not able to change or adjust it manually.
One of the withdrawals the customer placed before, unfortunately, got rejected. Therefore, we had to manually add the amount back to the customer's balance. Since the funds were added manually, the system recognised it as a deposit. That is why the customer saw the automatic message requesting a rollover. Since the wagering of these funds was not required by the rules, we have arranged the manual withdrawal for the customer after he notified us of the issue.
We hope the above clarifies the situation. In case the customer faces any issues with requesting withdrawals or any other aspects, we kindly invite him to contact us.
Please do not hesitate let us know if any further information is needed.
Sincerely,
Sportaza
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1 year ago
Translation
Thank you for your comment.
Payout 1 of 3 processed and received yesterday.
Excellent.
I made another payment today.
open Are still 13600 + the 3 payouts.
Kind regards
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1 year ago
Dear Sportaza Casino, thank you for the information.
Armand, I'm glad to hear that. Please continue to keep me updated.
Kind regards,
Tomas
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1 year ago
Translation
2. Payment from the weekend was processed yesterday and received directly.
The third payment from the weekend has not yet been processed.
current status: 12,800 + 3 pending payouts.
more reports to come. Thanks.
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1 year ago
Translation
Hello Thomas,
I received the payouts last week except for one. Current balance 12000 + an open payout.
Now my VIP level has been changed from level three (expert) to level 1 (beginner) so that I can only pay out €500 a day. In addition, my monthly withdrawal limit has now been downgraded from 12000 to 7000, so I can no longer make any withdrawals this month. Please leave this case open...
I'm just speechless 😦 
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1 year ago
Translation
Hello Thomas,
I hope you are doing well and you can understand me. I have wagered maybe 50,000 to 100,000 euros in the last few weeks and the casino system puts me at level 1.
People who register will be placed on level 1!
I don't play every day.. but I like it, then very intensively for several hours.
current new account balance.: 24500€ and an open payout from last week.
I'm not going to spin any reels either. Because with a lot of good luck, luck, luck, after 12 hours of gambling, I received once for €20 (400x) and yesterday for €50 (400x).
For the bets I made €100, €75 and so on the win isn't really that big. So it's not much fun for me to continue with this game season for the time being. I would now like to pay out the winnings and hope you will support me. The casino sometimes has good periods when the finance department works properly and quickly. And there are periods when the finance department is very slow and messy.
For this I need you by my side and I hope that you will continue to support me. Last week the casino gave me such a good impression because the withdrawals were processed quickly. And now all future payouts have been even more severely and tightly capped by downgrading the VIP level.
Can you understand my doubts?
Thank you very much.🙏🏼
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1 year ago
Hi Armand,
I understand your situation, I really do, and I also agree that what has now happened is pretty strange. That's why I would like to ask the casino to explain this drop in VIP level, which also affects withdrawal limits.
Dear Sportaza Casino,
Is there any reason for such behaviour?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
I just received an email that VIP status depends on activity and deposits. Just a reminder.. deposited around €4500 last month and turned over several thousands in the last few weeks. Current Status: Beginner!
Please provide honest feedback and comments. According to the terms and conditions, VIP statuses are automatically assigned every 90 days. Why do I have the worst VIP status after 2 weeks of payment? As I said, up to €50,000 have been wagered in the last few weeks. 
Thanks very much.
Best regards
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1 year ago
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First the payout from last week didn't come, but I just received it.👍
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1 year ago
Hi Armand,
What is the current status? How many pending transactions? How much is left to withdraw?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas.
€24,500 still to be withdrawn. No open payments at the moment, because unfortunately I can't make a payout.
Thanks a lot for your help.
Best regards
Armand
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1 year ago
Good day,
Thank you for reaching out.
As we mentioned, the customer's VIP level is set automatically by the system and, unfortunately, we are not able to adjust it manually. The following point form the Terms and Conditions apply:
6.12. The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.
The above means that only the activity within the last 90 days is relevant for the account status and the activity prior to this period is not considered. This does not mean that the status is updating every 90 days. In accordance with the above rule the ratio of deposits, withdrawals and bonuses is influencing the account status. The current ratio was calculated by the system and accordingly the account status was set at "Beginner". Since the customer has reached his monthly withdrawal limit as outlined in the rules, the system will allow him to place the next withdrawal request when the next period starts.
However, our VIP team may be able to arrange some manual payments in the meantime. We kindly ask the customer to contact them via email to discuss the manual payments and limits. The email is: vip@sportaza389406.com
Please do not hesitate let us know if any further information is needed.
Sincerely,
Sportaza
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1 year ago
Translation
@sportaza
Thank you for being insightful and cooperative with your members.
While I still don't fully understand their complex status system, it seems that status is more dependent on deposit and withdrawal ratios than turnover, bets and winnings.
Thank you for your reply.
As you asked me, I sent an email to the VIP team.
@tomas
Thank you Thank you 🙏🏼🙏🏼
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1 year ago
Dear both sides, thank you for your cooperation.
Armand, please let me know what you have arranged with the casino VIP team.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas,
I wrote an email to the VIP team asking if the casino can pay me at least 5 x €800 by the end of the month.
Will contact you IF I get an answer.
Greetings ✌🏽 
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1 year ago
Hi Armand,
Do you have any new information regarding your request?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas,
Unfortunately, I received neither a response nor a payment.
A new month begins on Monday. Is the limit back to 0? 🙂
We look …
greetings from Germany
Armand
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12 months ago
Translation
Hello Thomas,
I wanted to let you know that I can make withdrawals again starting today.
I will be making the withdrawals of €7,000 this month. If I don't run into any trouble, you're welcome to close the case positively in favor of the casino at the end of the month.
Thank you for your understanding and help.
Best regards
Armand
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12 months ago
Hi Armand, thank you for the information.
For now, I'm extending the timer by 14 days. Please keep me updated on any developments.
Thank you.
Kind regards,
Tomas
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12 months ago
Translation
Hello Thomas,
I hope you are doing well and have nice, sunny weather.
So let's get started on this payout marathon.
I started paying out at the beginning of the month. We'll see how many months it takes Sportaza to pay out.
Brief summary: In the last month I only paid out €8,000, my VIP level was downgraded from level 3 to level 1 and no payout has been possible or received since mid-April.
I would have liked to have agreed to an individual payout with the casino, but unfortunately Sportaza did not respond and pointed out the terms and conditions and payout limit to me. Then I ask the casino at least to stick to the processing time of the withdrawal requests, so that I get at least 7000€ monthly withdrawal for beginners (level1).
Current status:
3 pending withdrawals to be processed (3 x €500) and €40,000 to be withdrawn.
Best regards
Armand
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12 months ago
Translation
Hello Thomas,
I only kept playing because the casino support told me to "actively play..." so I can level up and hopefully cash out more.
Please check the email yourself.
I deliberately played at the end and beginning of the month and hoped that something might happen in the new month, but no, nothing happened.
I won more, but what's the point of winning if I can't pay out or can hardly pay out?
Unfortunately, the casino does not adhere to the processing time of withdrawal requests.
During the week or this month I have not yet received a single payout (€500) and, above all, how long should the payout of €40,000 really take? Probably by 12 months?
It's not worth continuing to play, as VIP status does not increase and winnings are therefore paid out very slowly.
I will report it here. 
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11 months ago
Translation
Hello Thomas
Hello casino guru
Hello gamblers
I received a payout on Friday afternoon and after writing to support on Saturday morning my message was forwarded to the finance department so the remaining 2 payouts were processed a few hours later. The money has just been credited to my account.
@sportaza: Thanks for processing my withdrawals in one more weekend.
I will now be withdrawing €500 every Friday, Saturday and Sunday and am hoping to process the withdrawals over the course of the following week. So you get at least €6000 a month and can't reach the payout limit.
Every 7 to 14 days I will be happy to leave a report here. In the end, I will also want to give my own assessment of Sportaza. No, it is by no means negative. I can already reveal that the casino is a top casino for streamers!
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11 months ago
Dear Armand,
Thank you for providing all the information. I consider there is now €40,000 left to be paid out to you. Please bear in mind we cannot keep complaints open for like six months or so. But it doesn't mean we leave you alone in this.
Here's the deal. If the casino keeps paying you out for consecutively two months (at least €6000 a month) without any problems, we will close this complaint as resolved because we will expect it to continue this way.
If there should be any issues though, you just contact us back with a reopen request, and we will confront the casino again.
Hopefully, everything is going to be fine, and all parties being satisfied in the end.
I'm now awaiting your next payment confirmation.
Thank you for understanding.
Kind regards,
Tomas
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11 months ago
Translation
Hello Thomas,
I hope you're doing well:)
a payout from the weekend just arrived. The other 2 not yet.
Regarding the prize: My intention from the start was to get the 20,000 euros and only 10,000 euros are missing.
Then we did it. I'm getting tired too :)
I actually could have paid out up to €60,000. But honestly Thomas, who would want to be paid out for a year? I think the 2-3 months will be enough for me for this year.
I would like to say about the casino and withdrawal limit that it has advantages and disadvantages for both sides.
If I had the opportunity to pay out my winnings of €7,000 in the first two days, I would have done so and would never have made a profit of €20,000 - €60,000.
So my conclusion is:
Sportaza is a super casino for streamers and daily gamblers.
You can pay out a small amount weekly and always have money in your player account.
Yes, I have had the experience almost every year that the game providers are in a very good mood between April and May. I can't say if that's just the case for me. I wish everyone good luck and good profits.
From time to time the finance team needs a little nudge :) otherwise the casino is definitely recommended
Best regards
Armand
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11 months ago
Dear Armand,
Congratulations, obviously!
If you wish, you can leave your feedback here: https://casino.guru/sportaza-casino-review#tab=js-tab-reviews
But let's keep this complaint straight and clean. We still have some journey in front of us, so I would appreciate you continue to update me on a weekly basis and then at the end of the month if your withdrawal target was hit.
Thank you once again.
Kind regards,
Tomas
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11 months ago
Translation
Hi Thomas,
of course I do it.🙂
The remaining money of €1,000 from the weekend has just arrived. Excellent.
Only 9000 left.
I will again make three withdrawals over the weekend and report back next week.
Best regards
Armand
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11 months ago
Dear Armand,
Thank you for updating me. However, I'm now pretty confused about how much funds are left in your account balance. Are we still counting down from those 40k EUR? I'm asking because it will be important to change the disputed amount at the time of closing this complaint.
Kind regards,
Tomas
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11 months ago
Translation
Hello Thomas,
No, I originally had 20,000 that I wanted to withdraw. From 16,800 the withdrawal problems started, then I filed this complaint.
So far I have received 11,000 and I want to withdraw 9,000.
There are exactly 9,000 left on my player account.
I am during the payout break between 15.04. and 01.05. came to €55,000.
And as quickly as the profits came, the profits were gone again.
That's why I said yesterday that these high profits take almost a year to be paid out. I don't think I would have the desire or the head for that, so I don't regret it very much, the main thing is that the €20,000 we wanted arrive and there's not much missing. Only €9,000 left.
Best regards
Armand
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11 months ago
Thank you, Armand, for clarifying this. All clear now.
I really believe in a satisfactory resolution in the end. Just keep continuing to update me on every successful withdrawal.
Kind regards,
Tomas
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11 months ago
Translation
Good evening Thomas,
unfortunately not so lucky tonight. Ay ay ay🙂
No more withdrawals. The casino has transferred all requested withdrawals and thus the case can be closed in favor of the casino.
Thank you very much for your support Thomas and maybe see you next time✌🏽
Best regards
Armand
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11 months ago
Dear Armand,
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
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