The player's struggling to verify his casino account as they request more and more documents from him. The issue was successfully resolved, the player received his winnings.
Sportaza Casino - The player's struggling to verify his account.
Amount: €240
Sportaza Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I have set up a credit balance for payout on 08/28/2021. Then I received an email to verify my account on August 31st, 2021. I sent the specified images and documents to sportaza. Then I should send other pictures from the credit card again, which I did. I should also send a screenshot of the online banking where the account holder and the Iban and Bic are listed, I did that too. Then you didn't hear anything at first. After another email request from me, I was told that they should contact me. Now all of a sudden I am supposed to send a bank statement, and that in PDF format. For a bank statement, I have to pay € 25 at the Sparkasse. Well, I've already had several verifications, but I haven't had anything like that. This creates the feeling that Sportaza does not want to pay out the money and is putting obstacles in the way.
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3 years ago
Hello Mario123,
Thank you for submitting your complaint and I'm really sorry to hear about your issue with Sportaza Casino. Please allow me to ask you a few more question before we would try to contact the casino. Could you please specify how many documents did the casino request from you so far? Could you please advise if it's your first withdrawal in the casino and if you've played with any deposit or no deposit bonus?
Also please note that verification is very important process where the casino wants to assure themselves that they are sending the money to the right owner. Every casino has different policy for this and I've had experience with much worse cases. You can also try to reason with the casino that you can send them any other document which they would approve as this one costs you some money. Will be looking forward to your answer and I hope we will be able to help you resolve the case as soon as possible.
Regards,
Nick
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3 years ago
Translation
Good day,
It is my first payment and I never received any bonus, not even after making a first deposit.
In the meantime I have made new deposits and played a few times and have now won € 247 and given € 240 for withdrawal.
I sent the following documents to Sportaza: identity card (front and back), credit card (front and back) without the middle 6 numbers and without the 3 digit numbers on the back), my last bill from the telephone provider, screenshot with name and address as well as iban from online banking, bank statement without transfer details and today a bank statement from the Sparkasse for which I had to pay 25 € as a PDF that I have an account with Iban at the Sparkasse.
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3 years ago
Dear Mario123,
Thank you for providing addtional information regarding this case. I will now forward your complaint to my collegue Peter who will be assisting you from now on. I hope we will be able to help you out, wish you best luck.
Regards,
Nick
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3 years ago
Dear Mario123,
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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3 years ago
Translation
I think they really want to fool me. Now I've got another email.
Thank you for contacting our Sportaza Support Team.
We apologize for the answer in English, but there are no available German support agents at the moment.
We would like to thank you for providing us with the documents.
To finish verification process please download a bank statement from your online bank account with your bank details on it and your full name and send it to us.
Thank you for your cooperation
If you have any additional questions, please, do not hesitate to contact us via email support@Sportaza.com or via Live Chat.
I already sent a bank statement as a PDF to sportaza on Friday. I can't print a statement, but requested it for 25 € and sent it as a PDF.
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3 years ago
Hi Mario123,
Could you please send the bank statement in PDF you paid for to my email address (peter.m@casino.guru) so that I can take a look?
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3 years ago
Translation
Good morning, that hasn't been billed yet. I was informed at the Sparkasse that this service "issuing a bank statement" costs € 25. 2 days later I requested the bank statement. So far nothing has been calculated.
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3 years ago
Hi Mario,
Perhaps we don't understand each other. I meant, could you please forward the bank statement (that you sent to the casino) to my email address above?
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3 years ago
Translation
Hi Peter,
I have just sent out the mail with the account statement as a PDF
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3 years ago
Translation
Hi Peter,
8cg have now verified my account and hope that I won't wait 3 weeks for the payment. Got to
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3 years ago
Good day,
Thank you for reaching out. We highly value your feedback and we will do our best to improve our service further.
We would like to thank the player for the cooperation. We confirm that we receieved all the necessary documents and the verification was completed successfully. As soon as there is an update in regards to the payment, we will inform the player separately.
We hope this clarifies the matter.
Please feel free to contact us in case there are further questions.
Sincerely,
Sportaza
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3 years ago
Translation
Thank you, I have just received the confirmation of the payment by email and am waiting for the money to be received.
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3 years ago
Hi all,
Thank you for your replies.
Dear Mario123,
I'm glad to hear there has been some progress, let me know when you receive your winnings.
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3 years ago
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Hello Peter, I'll let you know when the money is in the account.
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3 years ago
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It's Thursday today and there is still no money. The casino wrote 3-5 working days. Today is already the 4 working day and there is no money. I'll be surprised if there is something tomorrow.
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3 years ago
Hi Mario123,
Thank you for the update. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Peter
