Sportaza Casino - El jugador afirma que el pago se ha retrasado.

Dear Casino Guru Team,

I am submitting this complaint regarding a delayed withdrawal issue at Sportaza Casino. My account was created on December 26, 2025, using the bonus code "Maximalbett" to claim a 400% welcome bonus. I have fully wagered the bonus according to the terms and conditions.

After that, I requested an initial withdrawal of €500, followed by two further requests of €500 each. My current account balance is €11,000, which brings the total winnings to €12,500.

On January 1, 2026, the casino requested verification documents, which I submitted immediately and which were accepted shortly thereafter. On January 2, 2026, a selfie was requested for further verification, which was accepted on January 5, 2026.

As of January 8, 2026, I have received no updates or replies to my repeated emails to support. Withdrawal requests are still pending and unprocessed, and I cannot make any new withdrawals. Furthermore, my account is paused, preventing me from playing, as confirmed by live chat – due to the verification process, even though all documents have been approved.

I also contacted the affiliate partner "Maximaleinsatz" on Instagram, who informed me that he is in contact with the casino, but there is no progress.

I have attached screenshots of my account balance, withdrawal requests, verification confirmations, email correspondence and live chat logs as evidence.

I appreciate your help in resolving this issue by mediating with the casino to ensure the prompt processing and payment of my €12,500 winnings. Thank you very much.

Sehr geehrtes Casino Guru Team,

ich reiche diese Beschwerde ein bezüglich eines Problems mit einer verzögerten Auszahlung bei Sportaza Casino. Mein Konto wurde am 26. Dezember 2025 erstellt, unter Verwendung des Bonuscodes „Maximaleinsatz", um einen 400% Willkommensbonus zu beanspruchen. Ich habe den Bonus vollständig umgesetzt gemäß den Bedingungen.

Danach habe ich eine erste Auszahlung von 500 € beantragt, gefolgt von zwei weiteren Anfragen je 500 €. Mein aktueller Kontostand beträgt 11.000 €, was die Gesamtgewinne auf 12.500 € bringt.

Am 1. Januar 2026 hat das Casino Verifikationsdokumente angefordert, die ich sofort eingereicht habe und die kurz darauf akzeptiert wurden. Am 2. Januar 2026 wurde ein Selfie für weitere Verifikation verlangt, das am 5.1.2026 akzeptiert wurde.

Stand 8. Januar 2026 habe ich keine Updates oder Antworten auf meine wiederholten E-Mails an den Support erhalten. Die Auszahlungsanfragen sind noch ausstehend und werden nicht bearbeitet, und ich kann keine neuen Auszahlungen vornehmen. Zudem ist mein Konto pausiert, was mich am Spielen hindert, wie der Live-Chat bestätigt hat – aufgrund des Verifikationsprozesses, obwohl alle Dokumente genehmigt wurden.

Ich habe auch den Affiliate-Partner „Maximaleinsatz" auf Instagram kontaktiert, der mir mitgeteilt hat, dass er mit dem Casino in Kontakt steht, aber es gibt keinen Fortschritt.

Ich habe Screenshots meines Kontostands, der Auszahlungsanfragen, Verifikationsbestätigungen, E-Mail-Korrespondenzen und Live-Chat-Protokolle als Beweise beigefügt.

Ich schätze Ihre Hilfe bei der Klärung dieses Problems durch Vermittlung mit dem Casino, um die prompte Bearbeitung und Auszahlung meiner 12.500 € Gewinne sicherzustellen. Vielen Dank.

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.

Dear Lolere,

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

Hello, as I already mentioned, my account has been verified and the withdrawal has been pending since December 26, 2025. Accordingly, 14 days have now passed without any update to the status. Emails have also been ignored for days – I'm not receiving any replies from the casino. I can gladly send you screenshots confirming that I've been waiting for my first withdrawal since December 26, 2025.

Hallo , wie aber von mir schon gesagt- mein Konto wurde verifiziert und die Auszahlung ist seit dem 26.12.2025 offen. Dementsprechend sind mittlerweile 14 Tage vergangen ohne das sich der Status aktualisiert. Emails werden auch schon seit Tagen ignoriert- ich erhalte keine Antworten vom Casino. Ich kann ihnen gerne Screenshots zukommen lassen - die ihnen bestätigen, dass ich seit dem 26.12.2025 auf die erste Auszahlung warte.

Dear Lolere,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello. Thank you for your feedback.

Unfortunately, there's no new information. The withdrawal still hasn't been processed, and I'm not receiving any information from Casino Sportaza regarding it. I would be very grateful if you could do something about it. Thank you in advance!

Best regards

Hallo. Danke für ihre Rückmeldung .

Leider gibt es keine neuen Infos. Es wurde nach wie vor die Auszahlung nicht bearbeitet und ich bekomme auch keinerlei Informationen diesbezüglich vom Casino Sportaza bereitgestellt. Es würde mich sehr freuen wenn sie etwas in Bewegung setzen können. Vielen Dank im vorraus!

Mit freundlichen Grüßen

DearLolere, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Hi Karla, no, I haven't made any withdrawals before. Unfortunately, I can't tell you if the KYC process was successful. My profile says everything was accepted, but live support says otherwise. If the KYC wasn't successful, that's very strange, because I uploaded all the documents some time ago.

I registered using the bonus code "Maximum Bet" for a 400% bonus. I successfully fulfilled the wagering requirements for this bonus. After the bonus was met, I primarily played live casino games (blackjack) and won the majority of my winnings there. All winnings were therefore earned "legitimately" and without any wagering requirements. I'd be happy to send you some chat logs. I also corresponded extensively with the casino partner "Maximum Bet," who promises 24/7 support, but unfortunately, I haven't received any relevant assistance from them either. Would you like to see the chat history as well?

What I would also like to add:

My account has also been "paused" for 12 days; I cannot participate in the game, whether slots, live casino or sports betting.

Thank you for your effort and time.

Best regards

Hallo Karla, nein ich habe zuvor keine Auszahlung vorgenommen. Ich kann ihnen leider nicht sagen ob die KYC erfolgreich abgeschlossen wurde. In meinem Profil steht das alles akzeptiert wurde, der Live Support sagt was anderes. Sollte die KYC nicht erfolgreich abgeschlossen sein ist auch das sehr merkwürdig, weil ich alle Dokumente vor einiger Zeit hochgeladen habe.

Ich habe mich mit einem Bonuscode angemeldet „Maximaleinsatz" für 400% Bonus. Diesen Bonus habe ich erfolgreich umgesetzt. Nach dem der Bonus umgesetzt wurde habe ich überwiegend Live Casino (Blackjack) gespielt und den Großteil dort gewonnen. Es wurden alle Gewinne also „legal" erspielt und ohne Bedingungen die erfüllt werden müssen. Gerne sende ich ihnen einige Chat Protokolle. Ich habe auch viel mit dem Casino Partner „Maximaleinsatz" geschrieben der einem 24/7 Support verspricht, leider bekomme ich von dem aber auch keine relevante Hilfe- möchtest du davon auch den Verlauf?

was ich ergänzend noch sagen möchte:

mein Account ist seit 12 Tag außerdem „pausiert" ich kann nicht am Spiel teilnehmen, egal ob Slots, Live Casino oder Sportwetten.

Ich danke dir für deine Mühe und Zeit.

Mit freundlichen Grüßen

DearLolere , thank you for your response. Please allow me to ask you a following questions, so I can proceed with your complain resolution.

• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal?

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

Karla

Hello, I only played casino games, slots and live casino (blackjack).

I sent you all the relevant statements from support via email - they keep claiming that my account is not verified, even though I sent the documents a long time ago and they were accepted, as you can see in the screenshot.

Hallo, ich habe nur Casinospiele gespielt , Slots sowie Live Casino (Blackjack).

Ich habe dir per Mail alles zukommen lassen an relevanten Aussagen vom Support- es wird immer behauptet das mein Konto nicht verifiziert ist, obwohl ich die Dokumente schon längst hingeschickt habe und diese ja auch akzeptiert wurden, wie du auf dem Screenshot sehen kannst.

Dear Lolere,

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, Romi, romana.r@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,

Karla

Hi, all right, thanks for the info, Karla.

I hope that this will be resolved thanks to you, because unfortunately I am no longer receiving any answers from Sportaza.

Hallo, alles klar danke für die Info, Karla.

Ich hoffe das es dank euch geklärt wird, denn ich erhalte leider keinerlei Antworten mehr von Sportaza.

Hello again, I just received two more emails that make absolutely no sense. I've told them repeatedly that I've been waiting since December 26, 2025, and now I'm getting emails again stating that payouts and verifications will be processed within three business days. Those three business days have long since passed. I'm attaching the emails I received.

Hallo nochmal, habe gerade wieder 2 Mails erhalten- die absolut keinen Sinn machen. Habe denen mehrfach gesagt das ich schon seit dem 26.12.2025 warte und nun bekomme ich wieder Mails wodrin steht , dass Auszahlungen und Verifizierungen innerhalb von 3 Werktagen bearbeitet werden. Diese 3 Werktage sind ja schon lange vorbei. Im Anhang sende ich ihnen die Mails die ich erhalten habe.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Sportaza Casino,

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

Thank you in advance.

Respectfully,

Romi

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.

Hello.

Thirty days have now passed, and my account is still unverified, blocked, and I can't withdraw any money. I just contacted live support again and still haven't received any meaningful help. I'm now quite certain I won't get my money back. Dear Casino Guru team, you should reconsider or re-evaluate your rating of Sportaza Casino on your website, as it's definitely not a 9/10. Thank you for your efforts nonetheless.

Hallo.

Es sind nun 30 Tage vergangen und mein Account ist nach wie vor nicht verifiziert, gesperrt und ich kann kein Geld auszahlen. Ich war soebend mal wieder im Live Support und erhalte nach wie vor keinerlei ernsthafte Hilfe. Ich bin mir mittlerweile sehr sicher, dass ich mein Geld nicht mehr erhalten werde. Sie liebes Casino Guru Team, sollten die Bewerung des Sportaza Casino auf ihrer Webseite überdenken oder neu prüfen, denn das ist definitiv keine 9/10. Ich danke ihnen trotzdem für ihre Bemühungen.

Dear user,

The casino representative has informed us about some difficulties in replying to this complaint.

Could you please inform us whether you have been contacted by the casino outside of this thread?

Thank you.

Romi

Hello, no, unfortunately not. My last contact with the casino was via live support, which I sent you here 3 days ago.

I last received an email response from the casino on January 21, 2026, but it contained the same content as usual.

On January 25, 2026, I wrote another email to the casino, where I also selected you as the recipient so that you could read it.

Attached is the email from the casino (21.1.2026) and my email sent again to the casino (25.1.2026).

Hallo, nein leider nicht. Der letzte Kontakt mit dem Casino war per Live Support, diesen hatte ich ihnen ja hier vor 3 Tagen geschickt.

Per Email habe ich von dem Casino zuletzt am 21.1.2026 eine Antwort bekommen, die aber den gleichen Inhalt wie sonst auch hatte.

Am 25.1.2026 habe ich erneut eine Mail verfasst ans Casino, wo ich Sie auch als Empfänger ausgewählt habe damit sie diese auch lesen können.

im Anhang befindet sich die Mail vom Casino (21.1.2026) und meine erneut gesendete Mail an das Casino(25.1.2026)

Hello,

IMPORTANT Update

I just checked my Sportaza account after they wrote to me here.

The verification tab now shows that I am verified.

However, when I try to withdraw my money, it still says that my account is blocked.

So, as of now: verification is complete, but withdrawals are not possible and participation in the game (whether slots or live casino) is not possible.

Hallo,

WICHTIGES Update

Jetzt gerade nachdem sie mir hier geschrieben haben, habe ich in meinen Sportaza Account geschaut.

Im Verifizierungs Tab steht nun das ich verifiziert bin.

Wenn ich jedoch auszahlen will, steht nach wie vor das mein Account gesperrt ist.

Also Stand jetzt : Verifizierung abgeschlossen, jedoch auszahlen nicht möglich und am Spiel teilnehmen ( egal ob Slots oder Live Casino) nicht möglich.

Dear user,

The casino representative couldn't actually find your account at their casino. Could you kindly provide your user name so I can pass it on to them?

Thank you.

Best regards,

Romi

Thank you for your response.

Dear casino,

Please let us know if you were successful in finding the player.

Thank you.

Best regards,

Romi

Hello, there's another update.

After writing several emails to Sportaza and receiving no response, I wanted to log into my account to see if there was an update. Previously, as described, my account was locked out (I couldn't place any bets), and now I can't log in at all. It would be great if you could try contacting the casino again, as I'm unfortunately no longer receiving any replies.

Hallo es gibt mal wieder ein Update.

nachdem ich nun mehrere Emails an Sportaza geschrieben habe und keine Antwort erhalten habe, wollte ich mich gerade in meinen Account einloggen um zuschauen ob dort ein Update vorhanden ist. Zuvor war wie beschrieben mein Account ja vom Spiel ausgeschlossen ( ich konnte keine Einsätze tätigen) und nun kann ich mich nicht mehr in den Account einloggen. Es wäre schön wenn sie versuchen nochmal mit dem Casino in Kontakt zu treten, denn ich erhalte leider keine Antworten mehr.

Dear Casino Guru,

We have located players account and now reviewing it.

Kind Regards,

Sportaza Team

Hello, another week has passed without any information, either here or by email. When will I finally receive my money?

Hallo, es ist nun wieder eine Woche vergangen wo ich weder hier noch per Mail Informationen erhalte. Wann bekomme ich endlich mein Geld ausgezahlt ?

Dear Casino Guru,

The player’s account remains under formal review by the relevant department.

We are conducting a thorough investigation and will provide a definitive update as soon as the process has been finalized.

Kind Regards,

Sportaza Team

What exactly has been under investigation for almost two months now? What's the problem with paying out my winnings? What's the reason my Konzo access has been blocked?

Was genau wird da seit mittlerweile fast 2 Monaten geprüft ? Wo ist das Problem mir mein Gewinn auszahlen? Was ist der Grund dafür das mein Konzo Zugriff gesperrt wurde ?

Dear Sportaza Casino,

Please explain what kind of investigation it is and why it is taking this long.

If you wish, you can send it to my email address.

Thank you.

Respectfully,

Romi

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 Casino Guru,

Thank you for your patience.

We have received an update regarding the player's account.

Our investigation has detected multiple accounts associated with this user, which constitutes a breach of our Terms and Conditions Section 3.2:

• Your account with the Website must be registered in your own, correct, name.

• Only one account per person, per household/address, per phone number/email, and per IP address is allowed.

• Any other accounts that are opened on the Website will be considered as "Duplicate Accounts".

• You must not attempt to open a Duplicate Account, including by providing false or alternative credentials.

• If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

• each action performed using a Duplicate Account is considered void;

• any promotions that the Duplicate Account has participated in will be cancelled;

• any winnings obtained on the Duplicate Account will be void.

• Any processed withdrawals will be reversed and will be owed back to the Company;

• the Duplicate Account will be closed without an option to reopen it.

Hope this clarifies this matter.

Kind Regards,

Sportaza Team

Dear Sportaza Casino,

Thank you for the update.

Could you please send detailed information, including the proof of what you wrote above, to my email?

Thank you in advance.

Respectfully,

Romi

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 Casino Guru,

Email has been sent to your representative with evidence attached.

Kind Regards,

Sportaza Team

Hello. I would also like to receive this email, as I am still being ignored by you in email communication.

Hallo. Ich möchte diese Email ebenfalls bekommen, werde ja von ihnen nach wie vor im Mail Kontakt ignoriert

Thank you, dear Sportaza Casino, for your email.

Please reply to my additional questions whenever possible.

Best regards,

Romi

Dear Casino Guru,

Reply has been provided.

Kind Regards,

Sportaza Team

Thank you, dear Sportaza Casino, for your collaboration. We sincerely appreciate it.

Dear user,

Upon careful review of the evidence presented by the casino, we regret to inform you that we must reject this complaint. Our investigation has revealed that multiple accounts were utilized on your part.

This type of behavior is in violation of the rules set forth by most online casinos. We kindly ask that you refrain from such actions in the future.

With respect,

Romi