Sportaza Casino - A retirada do jogador foi adiada.

Hello, on 16/06 I made a withdrawal of 400 €, then on 22/06 another withdrawal of 300 € and on 23/06 another withdrawal of 400 €. Obviously I do not complain for the last two but for the first one, more than a week has passed and today by contacting customer support he says that my two withdrawals (of 16/06 and 22/06) have been canceled, without my consent . Reading the reviews I see that sportaza takes zero effort in getting the money withdrawn, I want this problem to be solved, they made me send the bank details again when they already have them. I wish I was given the money ASAP as I need it urgently. Many thanks in advance.

Buongiorno, in data 16/06 ho effettuato un prelievo di 400€, successivamente in data 22/06 un altro prelievo di 300€ e in data 23/06 un altro prelievo di 400€. Ovviamente non reclamo per gli ultimi due ma per il primo, è passata più di una settimana e oggi contattando l’assistenza clienti dice che i miei due prelievi (del 16/06 e del 22/06) sono stati annullati, senza il mio consenso. Leggendo le recensioni vedo che sportaza ci mette impegno zero nel far prelevare i soldi, voglio che questo problema si risolva, mi hanno fatto inviare nuovamente i dati della banca quando ce li hanno già. Vorrei che mi venissero dati i soldi al più presto dato che ne ho bisogno urgente. Grazie mille in anticipo.

Dear Emaingro2,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Ok okay, I'll keep you updated. But from what I have read on the internet I am sure that I will need that help to get my money

Ok va bene, vi terró aggiornati. Ma da quanto ho letto su internet sono sicuro che avró bisogno del costro aiuto per avere i miei soldi

Hello Emaingro2,

Have there been any developments since our last conversation, please? 

Hello, of the three withdrawals requested (300 € -400 € -400 €) I was only given the one of 300 €

Buongiorno, dei tre prelievi richiesti (300€-400€-400€) mi è stato dato solo quello di 300€

Thank you very much, Emaingro2, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear Emaingro2,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear Sportaza Casino, could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

All solved this morning, thank you very much

Tutto risolto questa mattina, grazie mille

Dear Emaingro2,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan