Sportaza Casino - La cuenta del jugador ha sido cerrada; los fondos están retenidos.

I am requesting assistance with an outstanding balance of USD 215 that Sportaza has not yet paid me.

My Sportaza account was closed after I completed the verifications and documentation requested by the casino during the process. Prior to the closure, I had funds available in my account.

Subsequently, Sportaza made a partial payment of USD 300, but a balance of USD 215 remained outstanding, which has not yet been paid to me.

I contacted Sportaza to request payment of the remaining balance. I had previously contacted another support team and received no response. I then filed my claim directly with Sportaza, requesting only payment of the outstanding funds.

On September 25, 2026, Sportaza responded to me indicating that my account had been closed for an alleged breach of their Terms and Conditions, specifically point 9. However, in their response they did not confirm the payment of the remaining USD 215 nor did they tell me how to receive it.

I am not requesting the reopening of my account. I am only requesting that Sportaza pay me the outstanding balance of USD 215 that remained in my account.

I have already completed the verifications and documentation that Sportaza requested from me.

I am attaching the communications I had with Sportaza as evidence of my claim and the response I received.

Solicito ayuda con un saldo pendiente de USD 215 que Sportaza aún no me ha pagado.

Mi cuenta de Sportaza fue cerrada después de que completé las verificaciones y documentación que el propio casino me solicitó durante el proceso. Antes del cierre, tenía fondos disponibles en mi cuenta.

Posteriormente, Sportaza realizó un pago parcial de USD 300, pero quedó un saldo pendiente de USD 215, que hasta el momento no me ha sido pagado.

Me comuniqué con Sportaza para solicitar el pago del saldo restante. Anteriormente contacté a otro equipo de soporte y no recibí respuesta. Posteriormente presenté mi reclamación directamente ante Sportaza solicitando únicamente el pago de los fondos pendientes.

El 25 de septiembre de 2026, Sportaza me respondió indicando que mi cuenta había sido cerrada por un supuesto incumplimiento de sus Términos y Condiciones, específicamente el punto 9. Sin embargo, en su respuesta no confirmaron el pago de los USD 215 restantes ni me indicaron cómo recibirlos.

No solicito la reapertura de mi cuenta. Solicito únicamente que Sportaza me pague el saldo pendiente de USD 215 que permanecía en mi cuenta.

Ya cumplí con las verificaciones y documentación que Sportaza me solicitó.

Adjunto las comunicaciones mantenidas con Sportaza como evidencia de mi reclamación y de la respuesta recibida.

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Dear Rcanaza18,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced with Sportaza.

To better understand your situation, could you please clarify the following:

• Did you accumulate your funds through casino games, sports betting, or both?
• Did Sportaza explain which specific rule under Section 9 of its Terms and Conditions you allegedly violated?Do you have any evidence confirming that the outstanding $215 remained in your account after receiving the partial payment of $300, such as screenshots of your balance, transaction history, or relevant communication with the casino?

Please also forward any relevant communication with the casino regarding your account closure, the partial payment, and the outstanding balance to karla.m@casino.guru, if you have not already provided it.

Thank you very much for your cooperation. I look forward to your reply.

Karla M.

Hi Karla, thank you so much for responding and for helping me with my case.

Regarding your questions:

The funds were accumulated through SPORTS BETTING

Sportaza did not clearly explain to me which specific rule of Section 9 I had violated. My account was closed after the verification process, and I only received a partial payment of $300. I was not provided with a clear and detailed explanation justifying the withholding of the remaining balance.

I am currently unable to provide a screenshot of my balance or transaction history within Sportaza because Sportaza closed my account and I no longer have access to it. Therefore, I cannot log in to retrieve these screenshots or view my history.

However, I can provide any email, communication, or proof I have available related to the closure of my account and the partial payment of $300.

My main request is that Sportaza review my case again and pay me the remaining $215. I understand that my account was closed, but I believe the remaining balance should be clarified and, if applicable, paid.

Hola Karla, muchas gracias por responder y por ayudarme con mi caso.

Respecto a sus preguntas:

Los fondos fueron acumulados mediante APUESTA DEPORTIVAS

 Sportaza no me explicó claramente qué regla específica de la Sección 9 habría infringido. Mi cuenta fue cerrada después del proceso de verificación y únicamente recibí un pago parcial de $300. No se me proporcionó una explicación clara y detallada que justifique la retención del saldo restante.

Actualmente no puedo proporcionar una captura de mi saldo ni de mi historial de transacciones dentro de Sportaza, debido a que Sportaza cerró mi cuenta y ya no tengo acceso a ella. Por este motivo, no puedo ingresar a mi cuenta para recuperar dichas capturas o consultar mi historial.  

Sin embargo, puedo proporcionar cualquier correo electrónico, comunicación o comprobante que tenga disponible relacionado con el cierre de mi cuenta y el pago parcial de $300.

Mi principal solicitud es que Sportaza revise nuevamente mi caso y me pague los $215 que quedaron pendientes. Entiendo que mi cuenta haya sido cerrada, pero considero que el saldo que permanecía en ella debe ser aclarado y, si corresponde, pagado.

Dear Rcanaza18,

Thank you for the clarification.

Could you please forward all available communication you have had with Sportaza regarding your account closure, the alleged violation of the Terms and Conditions, the partial payment of $300, and the remaining $215 balance?

Please send all relevant emails, screenshots, or other correspondence to karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

Dear Karla:

Thank you for your response.

I am attaching the PDF with the conversations and communications I had with Sportaza related to the verification of my account, the review process and subsequently the closure of the account.

I have compiled in this document all the communication I have available since Sportaza began requesting documentation to verify my account. As you will see, I cooperated with them throughout the process and sent the requested documents. However, on several occasions, the submitted documentation was rejected, or I was asked to provide certain documents again to continue the verification. SPORTAZA CONVERSATIONS

Subsequently, Sportaza suddenly closed my account, citing an alleged "duplicate account" as the reason. The problem is that they have never explained to me what they mean by this duplication.

I haven't been informed whether they believe there's another account associated with my IP address, device, personal data, payment method, or any other criteria. It's even possible that I created a Sportaza account at some point and don't remember it, but precisely for that reason, I feel it's necessary for them to clearly indicate which account is supposedly duplicated and the specific reason why they believe there's a duplication.

I've also attached screenshots related to my withdrawals. Initially, I requested a withdrawal of USD 300, which was processed and successfully paid by Sportaza. Subsequently, I requested a second withdrawal of approximately USD 216, and it was at this point that the problem with my account arose, leading to its closure. The PDF shows both the communication related to the process and the withdrawal notifications.

For this reason, I would appreciate it if Casino Guru could review all the documentation and, especially, ask Sportaza to explain in detail:

What exactly do they mean by the alleged duplication of accounts?

What other account do you consider linked to my account?

What information or criteria do they use to determine this duplication?

Why was my first withdrawal of USD 300 processed and paid if they later alleged a supposed duplication?

What is the justification for withholding the remaining balance of approximately USD 216?

My intention is simply to obtain a clear and transparent explanation as to the reason for the closure of my account and, in case Sportaza maintains its position, to present the evidence or concrete information on which it bases the accusation of duplication.

Since I cannot send you the PDF with the respective conversations through this means, I am sending it to you by email at the address karla.m@casino.guru from my personal email which is rodrigocanaza16@gmail.com

I remain attentive to any additional information you may need from me.

Thank you so much for your help and for reviewing my case.

Greetings,

Rodrigo

Estimada Karla:

Gracias por su respuesta.

Adjunto el PDF con las conversaciones y comunicaciones que mantuve con Sportaza relacionadas con la verificación de mi cuenta, el proceso de revisión y posteriormente el cierre de la misma.

He agrupado en el documento toda la comunicación que tengo disponible desde que Sportaza comenzó a solicitarme documentación para verificar mi cuenta. Como podrán observar, durante el proceso colaboré con ellos y fui enviando los documentos que me solicitaron. Sin embargo, en distintas ocasiones la documentación enviada fue rechazada o se me solicitaron nuevamente determinados documentos para continuar con la verificación. CONVERSACIONES SPORTAZA

Posteriormente, de manera repentina, Sportaza procedió a cerrar mi cuenta indicando como motivo una supuesta "duplicidad de cuenta". El problema es que nunca me han explicado de manera concreta a qué se refieren con dicha duplicidad.

No se me ha especificado si consideran que existe otra cuenta asociada a mi IP, dispositivo, datos personales, método de pago u otro criterio. Incluso es posible que en algún momento anterior haya creado una cuenta en Sportaza y actualmente no lo recuerde, pero precisamente por ello considero necesario que me indiquen de manera clara qué cuenta supuestamente estaría duplicada y cuál es el motivo específico por el que consideran que existe una duplicidad.

También adjunto capturas relacionadas con mis retiros. Inicialmente solicité un retiro de USD 300, el cual fue procesado y efectivamente pagado por Sportaza. Posteriormente solicité un segundo retiro por aproximadamente USD 216, y fue en ese momento cuando surgió el problema con mi cuenta y posteriormente se produjo su cierre. En el PDF se pueden observar tanto la comunicación relacionada con el proceso como las notificaciones de retiro.

Por este motivo, agradecería que Casino Guru pueda revisar toda la documentación y, especialmente, solicitar a Sportaza que explique de manera concreta:

¿A qué se refieren exactamente con la supuesta duplicidad de cuenta?

¿Qué otra cuenta consideran vinculada a mi cuenta?

¿En qué información o criterio se basan para determinar dicha duplicidad?

¿Por qué mi primer retiro de USD 300 fue procesado y pagado si posteriormente alegaron una supuesta duplicidad?

¿Cuál es la justificación para retener el saldo restante de aproximadamente USD 216?

Mi intención es simplemente obtener una explicación clara y transparente sobre el motivo del cierre de mi cuenta y, en caso de que Sportaza mantenga su posición, que presente las pruebas o información concreta en la que basa la acusación de duplicidad.

Ya que por este medio no puedo mandarle el pdf con las conversaciones respectivas se lo estoy mandando por correo electronico a la direccion karla.m@casino.guru desde mi correo personal que es rodrigocanaza16@gmail.com

Quedo atento a cualquier información adicional que necesiten de mi parte.

Muchas gracias por su ayuda y por revisar mi caso.

Saludos,

Rodrigo

Dear Rodri2022,

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, Štefan, (stefan.m@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 Mayfly

Dear Karla:

Thank you so much for your response, your attention, and your support throughout the claims process. I sincerely appreciate that my case is moving forward to the next phase.

I remain attentive to any further communication or information that may be necessary. I hope that, with Stefan's help and Casino Guru's management, a fair solution can be reached regarding the outstanding balance that Sportaza still owes me.

Thank you again for your time and support.

Kind regards.

Estimada Karla:

Muchas gracias por su respuesta, por la atención brindada y por el apoyo durante el proceso de mi reclamación. Agradezco sinceramente que mi caso continúe avanzando a la siguiente fase.

Quedo atento a cualquier comunicación o información adicional que pueda ser necesaria. Espero que, con la ayuda de Stefan y la gestión de Casino Guru, se pueda llegar a una solución justa respecto al saldo pendiente que Sportaza aún me adeuda.

Muchas gracias nuevamente por su tiempo y apoyo.

Saludos cordiales.

Dear Rodri2022,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Sportaza Casino to join this conversation and assist in addressing the complaint.

Dear Sportaza Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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 Stefan and Casino Guru team:

I want to update my complaint after receiving a new response from the Sportaza Complaints Resolution Committee.

I appreciate Casino Guru's continued assistance with this case. However, I believe Sportaza's most recent response does not address the core issues of my claim.

Sportaza continues to claim that there is a link between my account and another account, but refuses to identify the specific inconsistencies found in my documents or to provide sufficient information to understand and verify that conclusion.

I explained that I use shared computers and an internet connection at my school. I understand that the casino has internal security procedures, but I believe that a general assertion about an alleged connection should not, on its own, be sufficient to justify confiscating my balance.

Furthermore, Sportaza cites section 3.2 of its Terms and Conditions, but has not explained on an individual basis how that provision applies to my case, nor has it clarified what part of the US$215 corresponds to deposits and what part corresponds to winnings, if such a distinction is applicable.

Therefore, I respectfully request that Casino Guru review this response and ask the casino to provide sufficient evidence, at least confidentially to the team responsible for resolving the complaint, to verify the alleged existence of a duplicate account and the justification for the cancellation of the funds.

I also request that it be examined whether the confiscation of the US$215 is duly justified and whether the return of said balance is appropriate.

Sportaza has indicated that its internal review is complete, but I believe that this does not address the outstanding issues nor does it in itself demonstrate that the decision is fair.

My goal is to obtain an impartial assessment and a fair resolution. I am not requesting that the casino's rules be ignored, but rather that it be demonstrated that they were correctly applied to my circumstances.

I am attaching the full response received from Sportaza so that their position is on record.

Thank you for your attention. I request that my claim continue to be evaluated based on the available evidence. I have attached an image of the email written by Sportaza, and I would appreciate a response from the casino through this channel.

Estimado Stefan y equipo de Casino Guru:

Quiero actualizar mi reclamación después de recibir una nueva respuesta del Comité de Resolución de Quejas de Sportaza.

Agradezco a Casino Guru por continuar ayudándome con este caso. Sin embargo, considero que la respuesta más reciente de Sportaza no resuelve las cuestiones fundamentales de mi reclamación.

Sportaza continúa afirmando que existe un vínculo entre mi cuenta y otra cuenta, pero se niega a identificar las inconsistencias específicas encontradas en mis documentos o a proporcionar información suficiente que permita comprender y verificar esa conclusión.

He explicado que utilizo computadoras y una conexión a Internet compartidas en mi instituto. Entiendo que el casino tenga procedimientos internos de seguridad, pero considero que una afirmación general sobre una supuesta vinculación no debería ser suficiente, por sí sola, para justificar la confiscación de mi saldo.

Además, Sportaza cita la sección 3.2 de sus Términos y Condiciones, pero no ha explicado de manera individualizada cómo se aplica esa disposición a mi caso ni ha aclarado qué parte de los US$215 corresponde a depósitos y qué parte corresponde a ganancias, si esa distinción resulta aplicable.

Por lo tanto, solicito respetuosamente a Casino Guru que revise esta respuesta y pida al casino que proporcione pruebas suficientes, al menos de forma confidencial al equipo encargado de resolver la reclamación, para verificar la supuesta existencia de una cuenta duplicada y la justificación de la anulación de los fondos.

También solicito que se examine si la confiscación de los US$215 está debidamente justificada y si corresponde la devolución de dicho saldo.

Sportaza ha indicado que su revisión interna está concluida, pero considero que eso no responde a las cuestiones pendientes ni demuestra por sí mismo que la decisión sea justa.

Mi objetivo es obtener una evaluación imparcial y una solución justa. No estoy solicitando que se ignoren las normas del casino, sino que se demuestre que se aplicaron correctamente a mis circunstancias.

Adjunto la respuesta completa recibida de Sportaza para que quede constancia de su posición.

Agradezco su atención y solicito que mi reclamación continúe siendo evaluada con base en las pruebas disponibles. ADJUNTO LA IMAGEN DEL CORREO REDACTADO POR SPORTAZA Y ME GUSTARIA QUE EL CASINO RESPONDA POR ESTE MEDIO

Dear Rodri2022,

I hope this message finds you in good spirits. I wanted to inform you that we are currently facing challenges in obtaining communication from the casino regarding the complaints. We will continue to wait for an additional five days in hopes that they reconsider. Your understanding and patience during this time are greatly appreciated.