The player from Italy cannot withdraw her winnings from Sportpesa due to repeated server errors. The casino's website is inaccessible to her, and customer service has not provided any helpful resolution or information. The player stopped responding to our questions and comments, so we rejected the complaint.
SportPesa Casino IT - Player struggles with withdrawal and website accessibility.
Amount: €340
SportPesa Casino IT
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good day,
I came across your contact while I was searching for information about the Sportpesa website and I'm writing to you in hopes that you might be able to provide some clarification. About a month ago, I signed up to the site and immediately after verifying my account and having recharged it properly, I had a win and made a withdrawal with the payment method confirmed by them, for a certain amount. After a few days, since the money hadn't arrived yet, I went back on the site and saw it was re-credited. I called their poor customer service and was told that there had been a server error and I needed to redo it. So I redid the withdrawal, but the money still isn't coming through. I tried logging back in to check whether it was re-credited again, and the site is inaccessible! I contacted customer service again, and was told that the money was returned to my account due to a server error (again!) and that I had to make the withdrawal again. I reported that the site was unreachable and was told it was under maintenance and they didn't know when one could access it. Now, what happened with the withdrawal twice is already serious, but the site can't even be accessed anymore and they don't provide any other information. I wanted to know if you're aware of any issues with the site, and what kind they might be, to understand how to get my money back and potentially how and to whom to report the site for fraud.
Thanks in advance,
Anna Di Benedetto
Automatic translation:
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1 year ago
Dear annadibi71,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.
When was the last time you logged into your casino account?
When did you notice that the website could not be accessed anymore?
Please forward any relevant communication between you and the casino regarding your issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here.
I hope we will be able to help you resolve this issue as soon as possible.
Best regards
Veronika
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1 year ago
Translation
Good morning,
Thanks for the reply.
I last accessed it on Wednesday 19 July when I redid the withdrawal after the previous one had been credited back to my gaming account. On Friday 21st, when I saw that nothing had arrived yet, I tried to log in but since then it has been impossible
Automatic translation:
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1 year ago
I tried to access the website and got redirected to Betic.it. It seems like it is owned by the same company - Goldplay S.r.l. Have you tried to log into the new website with your name and password from SportPesa to see if it works the same? Please let me know.
