Sportaza Casino - A conta do jogador foi reaberta após autoexclusão.

In February 2025, I urgently asked the casino (of which I was a VIP player) to close my account for reasons of gambling addiction.

After explaining my situation and the difficulty in controlling my gambling impulse, they agreed and closed my account, with no possibility of reopening it as I had requested.

a few days ago, after being struck by an impulse, I requested that my account be reopened, which was immediately granted.

i reopened my account and, having relapsed, i ended up spending another 5000€ or so.

the casino was well aware of my situation, of my request not to allow the account to be reopened, and yet it did everything it could to allow me to reopen and play again.

It was a relapse in a life that I was already getting organized.

the only thing i ask is that, by accepting responsibility, the casino can refund my loss and close my account for good.

I ask for your help.

thank you.

Em fevereiro de 2025, solicitei com urgencia ao casino (do qual era jogador com estatuto VIP) que encerrasse a minha conta, por motivos de vicio de jog.

depois de ter explicado a minha situação, e a dificuldade em controlar o impulso de jogo, lá acederam e encerraram a minha conta, sem possibilidade de reabrir, tal como eu havia solicitado.

há dias, depois de assolado por um impulso, solicitei a reabertura da conta, o que foi imediatamente acedido.

reabri a minha conta e, tendo uma recaída, acabei por gastar mais 5000€, aproximadamente.

o casino bem sabe e sabia da minha situação, do meu pedido para nao permitir a reabertura da conta e, mesmo assim, tudo fez e permitiu para que eu pidesse reabrir e voltar a jogar.

foi uma recaida, numa vida que eu ja estava a conseguir organizar.

a unica coisa que peço é que, acusando essa responsabilidade, o casino possa restituir essa minha perda e fechar a minha conta definitivamente.

peço a vossa ajuda.

obrigado.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original self-exclusion request you sent to the casino, along with the casino's responses? My email address is veronika.f@casino.guru. Kindly include your requests to reopen the account as well.
• Have you contacted customer support after depositing and subsequently losing your €5,000 deposit?
• Is your account still open, or has it been closed in the meantime?

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

Best regards

Veronika

Dear playerfromportugalmn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I sent the email with the requested information 4 days ago! Didn't you receive it? (I was surprised no one said anything)

Ola. Eu ja enviei o email com os elementos solicitados ha 4 dias! Nao receberam?? (Estava a estranhar ninguem dizer nada)

Hello, I would like to know if you confirm receipt of the email or not, please.

Ola. Eu gostava de saber se voces confirmam a recepção do email ou nao, por favor

Dear playerfromportugalmn

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear playerfromportugalmn,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Sportaza Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Sportaza Casino representative to join this conversation and participate in resolving this complaint.

Dear Sportaza Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Even knowing all this, all I had to do was ask the live chat and they reopened my account again!!!

Mesmo sabendo de tudo isto, bastou ir pedir ao chat ao vivo e reabriram a minha conta novamente!!!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear playerfromportugalmn,,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Sportaza Casino Team.

Dear Sportaza Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear all,

We have thoroughly reviewed the player's account history and the circumstances regarding the reopening of his account.

We take all matters related to Responsible Gaming very seriously. Upon internal investigation, we have decided to address the player's concerns by issuing a refund.

We can confirm that we will be refunding the player's total net losses, which amount to 490 EUR. In order to process the refund we will need the following details from the player:

• Full Name (please include all names, including middle names)
• E-mail
• Bank Account’s Owner name
• IBAN/Account no.
• Bank Name
• Bank location (Country)
• SWIFT/BIC

Furthermore, we can confirm that the account has now been permanently closed with no possibility of future reopening to support the player's commitment to Responsible Gaming.

We wish the player the very best in his future recovery.

Best regards,

Sportaza Casino Team.

Dear playerfromportugalmn,

The casino is offering you a refund of €490, which, according to the casino, represents your net loss from that period.

Please note that this amount is significantly different from the disputed amount you entered.

If you accept and agree with this offer, the casino is requesting your personal information in order to process the refund.

However, if you believe this amount does not correspond to your actual loss, please let us know and we will investigate the case further.

Additionally, if you have any questions, doubts, or concerns, feel free to share them.

Thank you.

Hello.

I appreciate the casino's common sense.

I understand the €490 the casino is referring to: it's the amount of the losses from the SECOND TIME they reopened my account (and which prompted a complaint from me here on this forum and in this post a week ago, when I said "Even though I knew all this, all I had to do was ask the live chat and they reopened my account again!!!", as stated in this case file and attached proof! Before they closed the account that second time, I actually lost €490.

HOWEVER,

the first time they reopened my account, knowing full well that I have gambling addiction problems (because the account was closed for that reason), I lost over €5,000. And it's this amount that I'm still claiming and that I think would be fair to return.

If they grant this €490, for the same reasons they should grant the rest of the claim.

Ola.

agradeco o bom senso do casino.

eu entendo os 490€ a que o casino se refere: é o valor das perdas da SEGUNDA VEZ que reabriram a minha conta (e que motivou uma reclamação minha aqui neste forum e neste post, há uma semana, quando disse "Mesmo sabendo de tudo isto, bastou ir pedir ao chat ao vivo e reabriram a minha conta novamente!!!", conforme consta deste processo e envio comprovativo em anexo! Antes de encerrarem a conta, dessa segunda vez, efetivamente perdi 490€.

NO ENTANTO,

da primeira vez que me reabriram a conta, bem sabendo que eu tenho problemas de vico de jogo (porque a conta estava encerrada por esse motivo), perdi mais de 5000€. E é esse valor que ainda reclamo e que acho que seria justo a devolução.

se concedem nestes 490€, pelos mesmos motivos deverão conceder no restante reclamado.

Dear playerfromportugalmn,

Do I understand correctly that when your casino account was reopened for the first time, you filed this complaint?

And later, after the complaint had already been opened, you managed to reopen your casino account again via live chat?

Please feel free to share any necessary information and provide further clarification or evidence.

Yes, that's right.

i had my account closed for gambling reasons, the casino allowed it to be reopened, i lost 5000€ and i filed this complaint.

In the meantime, they closed the account at my request, when I claimed gambling addiction again.

but a few days later I asked them to reopen it again, via live chat... and they did (and that's when I lost €490).

so i thanked the casino for their understanding with the 490€... but i understand that the situation is exactly the same with the 5000€ 🙁

Sim, foi isso mesmo.

eu tinha a minha conta fechada por motivos de vicio de jogo, o casino permitiu que fosse reaberta, perdi 5000€ e preenchi esta reclamação.

entretanto encerraram a conta, a meu pedido, quando invoquei novamente vicio de jogo.

porem, uns dias depois pedi novamente para reabrir, via live chat… e reabriram (e foi aí que perdi 490€).

por isso agradeci a compreensão do casino com os 490€… mas entendo que a situação é exactamente a mesma com os 5000€ 🙁

Dear Sportaza Casino,

Could you please comment on the fact that the player was able to reopen the account twice, despite the account having been closed on both occasions due to self-exclusion?

If this is indeed correct, the player should be eligible for a refund of all deposits made after each reopening.

Please note that once a player’s account has been closed due to self-exclusion, it should not be reopened under any circumstances.

Dear Igor,

Thank you for your patience while we investigated this case. We have reviewed the player's account history and would like to provide the following clarification regarding the recent activity.

Following a thorough review, we confirm that the account was reopened on a single occasion after the mass re-opening on January 29, 2025. While the player claims to have lost approximately €5,000 during this period, our financial records show that the actual total deposited since the reopening is exactly €490.

In recognition of the player's previous self-exclusion history and in the interest of responsible gaming, we have decided to resolve this matter by refunding the full amount of €490 lost after the account was reopened. The account will remain permanently closed with no possibility of future reopening.

We trust this resolution addresses the player's concerns and settles the complaint.

Best regards,

Sportaza Casino Team.

Good morning,

thank you for your analysis, but it is completely wrong.

What happened was that my account was closed, at my request and for reasons of gambling addiction, in February 2025. (I have the emails proving this and I will send them to CasinoGuru, by the route you indicate).

After that, at the beginning of January 2026, I asked them via live chat to reopen my account, which they did immediately.

that's when I lost the 5000€ in question.

in the meantime I asked them to close the account for the same reasons (that's when I made this complaint to CasinoGuru).

they closed the account and then, again via live chat and at my request, on January 29, they reopened the account.

it was after this second reopening that i lost the 490€.

It's hard work, but I can get the deposit slips for that 5000€ (it's even more than that)! But I don't think it's necessary because they'll be in the Sportaza casino records for the first 3 weeks of January!

I would therefore ask the casino to take a closer look at the situation in order to rectify its position, if possible.

thank you

Bom dia,

agradeço a análise do Casino, porém, está completamente errada.

o que aconteceu foi que a minha conta foi encerrada, a meu pedido e por motivos de vicio de jogo, em fevereiro de 2025. (Tenho os emails comprovativos disso e vou faze-los chegar ao CasinoGuru, pela via que me indicarem).

depois disso, em inicio de janeiro de 2026, pedi, via live chat, para reabrirem a conta, o que fizeram de imediato.

foi aí, entao, que perdi os 5000€ em questão.

entretanto pedi para encerrarem a conta pelos mesmos motivos (foi quando fiz esta reclamação ao CasinoGuru).

fecharam a conta e depois, novamente via live chat e a meu pedido, aí sim, a 29 de janeiro, reabriram a conta.

foi após essa segunda reabertura que perdi os 490€.

dá-me trabalho, mas eu consigo obter os comprovativos de deposito desses 5000€ (até ultrapassa)! Mas julgo nao ser necessario porque eles constarão dos registos do casino Sportaza, nas 3 primeiras semanas de janeiro!

peço, assim, ao casino, que volte a analisar com mais cuidado a situação para poder retificar a sua posição, se possível.

obrigado

In fact, in order to provide the process with more information, given this misinformation from the Sportaza casino, I went to check the statements. It wasn't 5000, as I had initially said, but there was still a week's worth of deposits missing. So, having consulted the statements, something that Casino Sportaza can easily prove from the movements in my account at their house, the deposits amounted to just over 8000eur in the first weeks of January 2026. All after they opened my account at the beginning of January, which had been closed "for reasons of gambling addiction" (I have the emails that confirm this) in February 2025.

After that, I asked them to close the account again (after losing over 8000eur), for reasons of gambling addiction, which they did. However, on January 29, I asked them via live chat to open the account, and they did so immediately, even though I knew it was closed for gambling reasons. I ended up spending another 490eur (that's right!), and managed to get the "strength" to ask for the account to be closed again for reasons of gambling addiction and not open it again...

That was the exact story.

Thank you.

Na verdade, e para dotar o processo de mais informações, dada esta informação errada do casino Sportaza, fui verificar os extratos. Não se tratam de 5000, como inicialmente havia dito, mas faltava aqui uma semana de depósitos. Assim, consultados os extratos, algo que o Casino Sportaza pode facilmente comprovar pelos movimentos da minha conta na sua casa, os depósitos ascenderam a um valor ligeiramente superior a 8000eur, nas primeiras semanas de janeiro de 2026. Tudo após terem aberto a minha conta no início de janeiro, que havia sido encerrada "por motivos de vicio de jogo" (tenho os emails que o confirmam) em fevereiro de 2025.

Depois disto, pedi novamente para encerrarem a conta (depois de ter perdido estes mais de 8000eur), por motivos de vicio de jogo, o que aconteceu. Contudo, no dia 29 de janeiro, pedi via live chat para abrirem a conta, e fizeram-no imediatamente, mesmo sabendo que estava encerrada por motivos de vicio de jogo. Acabei por gastar mais 490eur (aí sim!), e consegui ter a "força" para voltar a pedir o encerramento de conta por motivos de vicio de jogo e nao mais voltar a abrir...

Esta foi a história exacta.

Obrigado.

Dear playerfromportugalmn,

Thank you for providing your information and further clarification.

Dear Sportaza Casino,

Could you kindly provide us with the player's deposit history starting from January 2026, inclusive?

Dear Igor,

Thank you for your request.

Following a thorough review of the player's account activity, we would like to inform you that there is no deposit history starting from January 1, 2026, to the present date. No successful deposits have been recorded on the account during this timeframe.

Best regards,

Sportaza Casino Team.

What? That's completely false!

so not even the 490€ they've been admitting up to now?!

I can send ALL deposit slips to CasinoGuru if necessary.

in fact, I'm attaching a printscreen of sportaza's customer service in january, admitting that I made deposits!

this is now beyond the bounds of seriousness.

O quê!? Isso é completamente falso!

entao nem os 490€ que até agora admitiam?!

eu consigo enviar TODOS os comprovativos de deposito, se assim for preciso, ao CasinoGuru.

alias, envio em anexo printscreen do atendimento ao cliente, em janeiro, da sportaza, a admitir que eu fiz depositos!

isto agora ultrapassa os limites da seriedade.

Dear Sportaza Casino,

Could you kindly provide us with all of the player’s deposits since the account was opened, including the transaction dates?

Dear Igor,

Thank you for your request.

Please find attached the complete balance flow for this account, covering all transactions from January 29th to the present date. This document includes all deposit amounts and their corresponding transaction dates as requested.

We trust this information provides the necessary clarity regarding the player's financial activity during this period.

Best regards,

Sportaza Casino Team.

There is information here that Sportaza casino is deliberately hiding. That's bad faith!

my account was closed for reasons of gambling addiction, and was easily reopened on january 11, 2026.

at that time i made deposits of approximately 8300€, when the account could not have been reopened.

I asked for it to be closed again, for reasons of gambling addiction, which it was.

however, on january 29th, for the second time, i asked for it to be reopened, which, once again, easily happened.

it was on that second reopening that i spent the 490€ (after having complained to CasinoGuru).

Casino Sportaza is deliberately only presenting the deposits from that second reopening (the 490€).

What CasinoGuru requested were the deposits for the month of January, i.e. including the €8000 of deposits since January 11.

I have the bank statement with records of all these deposits.

I therefore ask Casino Sportaza to take the case seriously.

I also ask CasinoGuru to continue to help me, because now, more than a financial issue, it's a question of seriousness. I made those deposits, I played and I lost the money, I have proof - both statements and transcripts of conversations in Sportaza's live chat - and so Sportaza casino is withholding information.

thank you.

Há aqui informação que o casino Sportaza está deliberadamente a esconder. Isso é má fé!

a minha conta estava encerrada por motivos de vicio de jogo, e foi facilmente reaberta no dia 11 de janeiro de 2026.

nessa altura, fiz depositos de aproximadamente 8300€, quando a conta nao podia ter sido reaberta.

voltei a pedir para encerrar, por motivos de vicio de jogo, o que aconteceu.

contudo, no dia 29 de janeiro, pela segunda vez, pedi a reabertura, o que, mais uma vez, facilmente aconteceu.

foi nessa segunda reabertura que gastei os 490€ (ja depois de ter apresentado reclamação ao CasinoGuru).

o Casino Sportaza so está deliberadamente a apresentar os depositos dessa segunda reabertura (os 490€).

o que o CasinoGuru solicitou foram os depositos do mes de janeiro, ou seja, incluindo os 8000€ de depositos desde 11 de janeiro.

eu tenho o extrato bancário com registos de todos esses depositos.

peço, assim, ao casino Sportaza, seriedade na analise do caso.

peço também ao CasinoGuru que continue a ajudar-me, porque agora, mais do que uma questão financeira, é uma questão de seriedade. Eu fiz esses depositos, joguei e perdi o dinheiro, tenho provas - tanto extratos como transcrições de conversas no chat ao vivo da Sportaza - e por isso o casino Sportaza está a ocultar informações.

obrigado.

I'd like to point out something else:

3 days ago, Casino Sportaza wrote, and I quote:

"After a thorough analysis of the player's account activity, we inform you that there is no deposit history from January 1, 2026 to the present date. No deposits have been successfully recorded on the account during this period."

Today, 3 days later, he sends a statement with €490 in deposits.

The casino was being untruthful when it said that no deposits had been made since January 1st, which is proven by the fact that the statement has now been sent.

But it is still in bad faith when it deliberately fails to show deposits of more than €8000 since January 11.

Nao deixo de notar ainda outra coisa:

há 3 dias atras, o Casino Sportaza escreveu, e cito:

"Após uma análise minuciosa da atividade da conta do jogador, informamos que não há histórico de depósitos a partir de 1º de janeiro de 2026 até a presente data. Nenhum depósito foi registrado com sucesso na conta durante esse período.".

hoje, 3 dias após, envia um extrato com 490€ em depósitos.

O casino estava a incorrer em falsidades quando disse que nao havia qualquer deposito desde 1 de janeiro, o que se prova pelo proprio envio do extrato agora.

mas continua a incorrer em má fé quando nao apresenta, deliberadamente, os depositos de mais de 8000€ desde 11 de janeiro.

Dear playerfromportugalmn,

Could you kindly provide me with the bank statement highlighting all the payments?

I have reviewed all the evidence shared thus far, but unfortunately, I have been unable to locate such a document.

Thank you.

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment.

Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Hi igor,

thank you very much

I've already sent the email,

can you confirm receipt?

Ola igor,

muito obrigado

ja enviei o email,

pode confirmar a recepção?

Dear playerfromportugalmn,

Thank you for your email and for your cooperation so far.

Dear Sportaza Casino,

According to your latest message, the only deposits made by the player were in February 2025.

However, the player provided a screenshot from your support, dated January 24th, 2026, confirming that some missing deposits were added to their account.

Additionally, the player sent me bank statements that are supposed to show deposits made into their casino account.

Could you please review the screenshots and comment on your findings?

Dear Igor,

Thank you for your follow-up regarding the player's claims and the screenshots provided.

As previously demonstrated in our transaction logs, it is clearly visible that no successful deposits were made, following the account closure for GA. Regarding the player's concerns about missing funds and bank statements, we strongly suggest that he contacts both his payment provider and his bank's customer service teams directly to trace these transactions, as our system shows no successful attempts were received after that date.

We would like to inform that whenever an email is sent to our support - the customer always receives a confirmation email with the "reference number". Therefore, we ask player to also share the reference number so we can check and help you accordingly.

Best regards,

Sportaza Casino Team.

Good morning,

it seems to me that Casino Sportaza did not understand the scope of the printscreens I provided.

the printscreen of the email is an issue that was resolved at the time, with the help of the live chat (the money went into my account a few days later).

the printscreen is just to prove that, contrary to what the Sportaza case said, YES, I did make deposits into my sportaza account, and lots of them.

in fact, more than €8,000, which is proven by the statements I've also attached.

these deposits have been made since january 11, 2026, when they reopened my account after it had been closed due to gambling addiction.

it is proven that they reopened my account after it had been closed "permanently due to gambling addiction";

it is proven that I deposited more than €8000 after this reopening (including the €490 that Sportaza casino admits);

what I want is to recover and have that amount refunded, which was lost in an unregulated manner, as a result of the behavior of the Sportaza casino that did not respect the rules (and reopened my account, when, because it had been closed for reasons of gambling addiction, it could never have done so).

that's all.

I ask for your cooperation

Thank you

bom dia,

parece-me que o Casino Sportaza nao percebeu o alcance dos printscreens que forneci.

o printscreen do email é uma qiestao que ficou resolvida naquela altura, com o auxílio do chat ao vivo (o dinheiro entrou na minha conta alguns dias depois).

o printscreen é apenas para provar que, ao contrário do que dizia o casono Sportaza, SIM, eu fiz depositos na minha conta sportaza, e muitos.

alias, mais de 8000€, que se prova pelos extratos que também juntei.

esses depositos foram feitos desde 11 de janeiro de 2026, altura em que me reabriram a conta depois de ela estar encerrada POR MOTIVOS DE VICIO DE JOGO.

está provado que me reabriram a conta depois dela estar encerrada "definitivamente por motivos de vicio de jogo";

está provado que depositei mais de 8000€ depois dessa reabertura (incluindo aqueles 490€ que o casino Sportaza admite);

o que pretendo é reaver e ver restituída essa quantia, que foi perdida de forma não regulamentar, resultante de um comportamento do casino Sportaza que nao respeitou as regras (e reabriu a minha conta, quando, por ter sido encerrada por motivos de vicio de jogo, nunca o poderia ter feito).

é apenas isto.

peço a vossa colaboração

obrigado

as you can see from the attachments, my account was closed for gambling addiction reasons in february 2025.

now check the dates of the deposits, january 2026, and you will easily realize that my account was improperly REOPENED, which led to the loss of the more than €8000 I am claiming.

these are undeniable facts.

thank you.

como podem ver, pelos anexos, a minha conta foi encerrada POR MOTIVOS DE VICIO DE JOGO em fevereiro de 2025.

agora confrontem com as datas dos depositos, janeiro de 2026, e facilmente perceberão que a minha conta foi indevidamente REABERTA, o que levou à perda dos mais de 8000€ que reclamo.

são factos inegáveis.

obrigado.

Dear playerfromportugalmn,

According to this screenshot, you received a ticket.

Could you please share the ticket number or the confirmation email you received?

Hello Igor.

Unfortunately, I don't have access to any tickets, even though I was told every time I contacted the live chat that a ticket would be created "on my behalf".

I have plenty of emails from conversations with the live chat, which prove that there was activity on my account (and lots of it!) during the period that Casino Sportaza says there wasn't (January 2026).

I also have emails proving that my account was already active in 2023 and I had VIP status (then it was closed for gambling addiction reasons and reopened in January 2026, when I ended up spending around 8000eur. Then it was closed for gambling reasons and reopened again at my request on January 29, when I spent 490eur again).

I sent igor some of those emails, which prove all this.

There is absolutely no doubt about what I'm saying and I have proof in the emails I sent him. I would ask for your best attention. Thank you.

Olá Igor.

Infelizmente nao tenho acesso a nenhum ingresso, apesar de me terem informado, em cada vez que eu contactava o chat-ao-vivo, que seria criado um ticket "in my behalf".

Tenho é bastantes emails de conversas com o chat ao vivo, que provam que houve atividade na minha conta (e muita!) no período em que o Casino Sportaza diz que não houve (Janeiro de 2026).

Tenho também emails que provam que a minha conta já tinha atividade em 2023 e eu tinha estatuto de jogador VIP (depois foi encerrada por motivos de vicio de jogo e reaberta em janeiro 2026, quando acabei por gastar os cerca de 8000eur. Depois foi encerrada por motivos de vicio de jogo e reaberta novamente a meu pedido, a 29 de janeiro, quando voltei a gastar 490eur).

Enviei ao igor alguns desses emails, que provam tudo isto.

Não há duvida absolutamente nenhuma do que estou a dizer e tenho provas nos emails que lhe enviei. Pedia a vossa melhor atenção. Obrigado.

Dear Sportaza Casino,

The player has provided the relevant email; however, it seems that a ticket number was not created for this request.

Given that there is a specific time and date associated with this email, could you please assist in tracing its origin?

Thank you for your help.

Hi Igor,

thanks for your help once again.

However, it seems to me that we're diverting the subject to something that isn't important: the issue of the ticket that was created when I once complained about deposits not going through.

what happened at the time was that I made deposits and they didn't go into my account.

this issue was resolved a few days later, when they deposited the money into my account.

I only sent that print/email to prove that, contrary to what Sportaza had said, yes, there were deposits and movements in my account in January 2026, as that email proves.

I don't care about that ticket and I don't need any help with it, because that's all behind me. The printout was just proof that I did, in fact, deposit money into the account.

I was asking for the argument to return to the original path, which is that sportaza has improperly reopened my account, and they can reimburse me for the deposits I made.

All of which I have proved with all the documentation already sent to Igor.

with this we have wasted two weeks in which nothing new has been added to this subject 🙁

Olá Igor,

obrigado pela ajuda mais uma vez.

no entanto parece-me que estamos a desviar o assunto para algo que não é importante: a questão do ticket que foi criado quando, uma vez, eu reclamei por causa dos depositos nao terem entrado.

o que aconteceu, na altura, é que eu fiz depositos e estes nao entraram na minha conta.

essa questão ficou resolvida dias depois, quando depositaram o dinheiro na minha conta.

eu só enviei esse print/email para provar que, ao contrario do que a Sportaza havia dito, sim, houve depositos e movimentos na minha conta em Janeiro de 2026, como prova aquele email.

nao quero saber daquele ticket nem preciso de ajuda com ele, porque isso foi ultrapassado. O print era so uma prova de que eu, de facto, depositei dinheiro na conta.

pedia que a argumentação pudesse regressar ao caminho original, que é o da sportaza ter reaberto indevidamente a minha conta, e me poderem ressarcir dos depositos que fiz.

tudo quanto provei com toda a documentação já enviada ao Igor.

com isto perdemos aqui duas semanas em que nada de novo se acrescenta a este assunto 🙁

Dear Igor,

Thank you for your follow-up regarding this matter.

After a thorough search of our communication logs for the specific date and time provided, we can confirm that no such email was found in our system.

Please be advised that every incoming inquiry automatically generates a unique "Reference Number" (Ticket ID). This number is essential for tracing the origin of any correspondence and linking it to the correct account.

Therefore, to assist the player further, we kindly ask that they share the reference number associated with that specific email. This will allow us to track the communication accurately and provide a final resolution.

Best regards,

Sportaza Casino Team.

I'll say it again, I don't need this ticket resolved. I want you to solve the problem of the deposits that you improperly allowed me.

And you don't have to say that there were no deposits, that there is no such client, etc., firstly because there is proof, such as the emails I sent to CasinoGuru (Igor), and secondly because you yourselves have already admitted it, acknowledging at least the 490 euros of deposits.

But there is more, much more.

Volto a dizer, eu nao preciso que me resolvam esse ticket. Quero que me resolvam o problema dos depósitos que me permitiram indevidamente.

E nao precisam dizer que nao houve depositos, que nao ha este cliente, etc, primeiro, porque ha provas, como os emails que enviei para o CasinoGuru (Igor), depois porque voces proprios ja admitiram, reconhecendo, pelo menos, os 490 euros de depósitos.

mas há mais, muito mais.

Dear playerfromportugalmn,

The reason I am asking for the ticket number is that the casino is not able to trace the conversation or any of your later deposits, which, according to you, should be around €8,000.

The €490 the casino offered you is connected to deposits made in February 2025. However, it seems that no further deposits are recorded in the casino’s system. Therefore, if the casino indeed confirmed that additional payments were made, this could be crucial evidence in this case.

Dear Sportaza Casino,

I would like to contact you outside of this thread. Please let me know which email address I should use.

Thank you very much for your cooperation.

So if I have proof of deposit, I have screenshots of the casino account with money in the balance, I have live chat conversations in which they admit that I made deposits, I have emails from the casino saying that I've reached VIP status... and the casino can't find any records? If they can't, they're lying, because there's proof that I deposited the money.

You may not even want to give the money back, but don't lie. It's too obvious that I made all those deposits!

Entao se eu tenho os comprovativos de deposito, tenho printscreens da conta do casino com dinheiro no saldo, tenho conversas do chat ao vivo em que admitem que eu fiz depositos, tenho emails de ter atingido o estatuto de jogador vip, por parte do casino… e o casino nao encontra registos? Se nao encontra, está a mentir, porque há provas de que eu depositei o dinheiro.

até podem nao querer devolver o dinheiro, mas não mintam. É demasiado evidente que eu fiz todos esses depositos!

How can the casino say I didn't deposit when I have proof like the one attached?!! (Weekly cashback for losses)!!!

Como pode o casino dizer que eu nao fiz depositos quando eu tenho provas como a que anexo?!? (Weekly cashback pelas perdas)!!!

Dear all,

Thank you for the follow up.

We have forwarded the details to the relevant department, so that they look into this further.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Sportaza Casino Team.

Dear Sportaza Casino,

Thank you for informing us that you are looking into this case. Please reply when there is any update regarding this complaint.

Additionally, I asked you for an email address I can use to contact you.

Please let me know which email address I should use. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

i would like to know if the casino already has an answer or if igor was able to contact the casino? Thank you

gostaria de saber se o casino ja tem uma resposta ou se o igor conseguiu contactar o casino? Obrigado

Hello, I bring new data to the process. In some of the emails exchanged with the vip manager and the live chat during this period in which Sportaza casino says I didn't have an account/movements, I managed to discover, in the emails, a practically imperceptible code, which could be the ticket number we were looking for and couldn't find (as such, it's practically imperceptible, given the size and color of the font), but I found, in two emails, the following codes:

[D0R3M6-MKJL6]

[D0R3M6-MKJL6]

I may have more in other emails, but I would like you to confirm that this code is or can be useful.

I will do everything in my power to resolve this situation.

i ask casinoguru for help, please🙏

Ola, trago novos dados ao processo. Em alguns dos emails trocados com o gerente vip e o chat ao vivo neste periodo em que o casino Sportaza diz que eu nao tive conta/movimentos, consegui descobrir, nos emails, um codigo praticamente imperceptível, que pode ser o numero de ticket que estavamos à procura e nao conseguíamos encontrar (como disso, é praticamente imperceptível, dado o tamanho e a cor da letra), mas encontrei, em dois emails, os seguintes codigos:

[D0R3M6-MKJL6]

[D0R3M6-MKJL6]

possivelmente terei mai, em outros emails, mas gostava que confirmassem que este codigo é ou pode ser util.

farei tudo ao meu alcance para conseguir resolver esta situação.

peço ajuda ao casinoguru, por favor🙏

Dear playerfromportugalmn,

Thank you for your email and for the information you have shared in this thread.

I can see that this complaint is very important to you, and it is equally important to me.

Unfortunately, I have no further information or updates regarding this complaint at this time.

As the timer will expire soon, I have also tried to contact the casino outside of this thread.

I will inform you here as soon as there is any news to share.

Dear playerfromportugalmn,

Regrettably, due to the casino’s lack of response in this case, I have no choice but to close this complaint as unresolved. Even though there was an initial response, without the casino’s cooperation, a thorough investigation is simply not feasible. I understand this is not the resolution you were hoping for.

However, the decrease in the casino’s rating due to unresolved complaints may encourage them to change their approach. Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.

As a next step, I recommend that you contact the Tobique Gaming Commission and submit a complaint. To do this, please visit the casino’s website and look for the TGC logo, usually located at the bottom of the homepage. Once you find it, click on it, and it should open a license validation page in a new browser window. Scroll down until you see the "File a Complaint" button, click it, and follow the instructions.

I am very sorry that I could not be of more help on this occasion.

Best regards,

Igor