Sportaza Casino - El reintegro del jugador se ha retrasado.

I am filing this complaint against Sportaza Casino due to an unresolved issue regarding my withdrawal request.

On 8th April 2025, I submitted a withdrawal request of $280 through Sportaza Casino. At that time, I was assured by their support team that the withdrawal would be processed within 3 business days. However, despite the passage of that time, my withdrawal still remains pending.

After the initial assurance, I received only one email reply, and since then, I have received no further responses. I have continuously contacted their live chat support, but all I’ve been told again and again is, "please wait a little more time" or "we understand your concern, please be patient." This repetitive and vague response has become increasingly frustrating and unprofessional.

I have also taken screenshots of my conversations with their live chat support, which clearly show their delay tactics and lack of accountability. There has been no clear explanation for the delay, and no action has been taken to resolve the issue.

This conduct is unacceptable and raises serious concerns about the transparency and trustworthiness of Sportaza Casino. I kindly request your platform to investigate this matter and assist me in getting my rightful withdrawal amount. I am also willing to provide screenshots and relevant evidence of all conversations upon request.

Dear ufarooqui060,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear ufarooqui060,

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.

no I have not received my withdrawal since that time casino support giving me hallow hopes I request you to probe into this case and get it solved. when I ask casino support they mention only one thing every time that your withdrawal is secured and it will be processed soon.

Thank you ufarooqui060 for all the information provided. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello ufarooqui060,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Sportaza Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which ufarooqui060 can expect his withdrawal to be processed?

hello how r u martin

one withdrawal is remaining and it hasnt been processed yet however both amount of money has been withdrawn with the difference of 2 days, one has been processed the other one is still pending,

i am sending a screen shot it has been almost 15 days, no casino takes that much time to process a withdrawal.

Hello ufarooqui060,

I am fine thank you for asking! Since one of the withdrawals has been processed already, I believe things are moving in the right direction. Let's wait for the casino representative and their response now.

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 parties,

I am attaching an answer from a casino representative.

Dear ufarooqui060,

Thank you for your inquiry.

We are pleased to inform you that all pending withdrawal requests have been successfully completed, and there are currently no pending payouts awaiting processing in your account.

After taking a look at your account, we also noticed that you've been submitting several withdrawal requests and then canceling them before they’re completed.

We suggest keeping those requests active, as canceling them means you'll need to start the process all over again. We hope this helps clear things up for you!

We sincerely apologize for any inconvenience that may have arisen due to the delay.

Kind regards,

Sportaza Casino Team

Dear ufarooqui060,

can you please confirm whether your withdrawals have been paid out? Alternatively, are there any additional funds waiting to be withdrawn? In case there are, I would like to advise you to create a new withdrawal request keep it active.

Dear ufarooqui060,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru