Sportaza Casino - O levantamento dos prémios dos jogadores está atrasado.

Withdrawals are being cancelled without any reason, when asked, the support team claims that some data is missing, but they're not able to specify exactly what data is missing. My account is verified and active.

The support team also hasn't been responding to any of my emails for days.

Auszahlung wird ohne Grund abgebrochen, auf Nachfrage beim Support würden Daten fehlen, welche Daten fehlen kann mir nicht gesagt werden. Konto ist verifiziert und aktiv.

Auch der Support reagiert auf keine Mails seit Tagen.

Dear daniel29391,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Payment was rejected for no reason

Auszahlung wurde ohne Grund abgewiesen

Dear daniel29391,

Have you received your withdrawal from the casino yet?

No, payout was canceled again.

Nein, Auszahlung wurde erneut storniert.

Requested withdrawal again, 100% canceled again with no reason/email

Erneut Auszahlung angefordert, wird zu 100% wieder ohne einen Grund/Email storniert

Thank you for your reply, daniel29391. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Also, I noticed that the casino advised you to request the withdrawal via an alternative withdrawal method. Have you tried this option?

Dear daniel29391,

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 last had a successful withdrawal in October last year. No bonus, raw cash.

Hallo, zuletzt hatte ich im Oktober letzten Jahres eine erfolgreiche Auszahlung. Ohne Bonus, raw cash.

I requested various withdrawals, all of which were canceled for no reason, as you can see in the screenshots

Ich habe verschiedenste Auszahlungen angefordert, alle wurden ohne Grund storniert, wie man auch in den Screenshots sieht

Thank you very much, daniel29391, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi daniel29391,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal requests. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Sportaza Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify what are the reasons for canceling the player's withdrawal requests? Can you advise what payment method is the best for the player to use to avoid problems with the payment processor, if there're any?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Dear Customer,

Thank you for reaching out to us.

We apologize for the inconvenience caused due to withdrawal cancellations. Unfortunately, due to the high volume of requests, there can sometimes be a delay in processing withdrawal requests.

However, we would like to inform that the withdrawals were canceled by the payment provider as you requested the attempts with incorrect IBAN. Therefore, we asked you to request new withdrawal using a different payment method.

Regrettably, there are no balance available in your account that can be withdrawn. However, we have communicated with the relevant department and we would kindly advise you to please clear the cache and cookies of your browser before requesting any future withdrawals.

Please let us know if you need any assistance in this matter. Thank you for understanding!

Best Regards,

Sportaza

Thank you for the reply, Sportaza Casino.

Dear daniel29391, based on the casino's message, after your withdrawal request was canceled the money was returned to your balance, however, it is now zero. Do you confirm that you played all your balance and lost your money after the withdrawal was canceled? I'm afraid that there's nothing we can do if you had already gambled all your money away by your own decision before we found out what happened and got a response from the casino.

Dear daniel29391,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.