Sportaza Casino - La cuenta del jugador ha sido reabierta sin consentimiento.

Hello, I have a problem with the Sportaza casino. In 2022, I asked the site to permanently close my account due to gambling addiction, which is what they did. In 2025, they reopened my account.

Indeed, with the change of companies, they are no longer managed by Rabidi NV but by Lierning Enterprises Ltd. They reopened all the permanently closed accounts to make a profit and take advantage of players who don't control themselves and lose money like me! I actually lost 1,146 euros, and today I'm asking them to correct their error and refund my deposits.

I didn't open a second account; if that were the case, I would fully assume my responsibility.

They clearly took advantage of the situation to reopen my account when it should have been closed. Today, because of this, I'm completely depressed, sick, and even having suicidal thoughts!

I'm demanding justice and a refund of the deposits made in 2025. Thank you for your help.

Dear samirakdim2,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask a few questions to clarify your situation.

Could you please forward me the account closure request you sent to the casino back in 2022, along with the casino’s response? My email address is veronika.f@casino.guru.

Additionally, have you received any emails from the casino after its ownership changed? Were you informed that your account would be reopened? If so, kindly forward those emails to me as well. Please also include any other relevant communication between you and the casino’s customer support that could assist in our investigation.

Your cooperation in providing these details will help us investigate and work toward a resolution.

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

Best regards,

Veronika

Hello Veronika, I would like to inform you that I have forwarded all the necessary documents to the file by email.

As indicated, there has been an update from the new owner. While I'm in doubt, I'm not accusing them of deliberately reopening all the accounts, even those permanently closed due to gambling addiction.

Sportaza is articulate and polite. I think it's in their reputation to quickly resolve this type of complaint concerning vulnerable players.

I therefore await a response and regularization with the reimbursement of my compulsive gambling losses, which they should never have received. Thank you.

Thank you very much, samirakdim2, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello samirakdim2, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Sportaza Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with re-opening a self-excluded account and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. In case of sensitive information, casino can send it directly to me at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Thank you for your feedback. I have been suffering from gambling addiction for over 10 years now.

I'm trying to get treatment and am seeing a psychologist.

I try to protect myself from gambling and player accounts, and as soon as I have the opportunity, or as soon as I reach the end of it, even with suicidal thoughts, I contact the online casino and ask them to permanently close my account due to gambling addiction.

This is the case with Sportaza. I contacted them in 2022. I invite you to see the email I sent them. I also contacted them via chat and asked for protection. They did close the account, but in 2025 they sent me promotional emails, which lured me into their trap, and I lost another €1,146! I am now asking them to reimburse this amount that they took from me by taking advantage of my vulnerable situation

Sportaza, don't keep quiet, be responsible and set an example, we don't play with the life of a compulsive gambler. Please don't take this matter lightly. My situation is very serious!

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 samirakdim2, can you please confirm if the account is still opened, or if it was closed in the meantime?

Dear samirakdim2,

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, My account has been closed. The Sportaza website got back to me to reach an agreement, and I've been waiting for a refund since last Tuesday. To date, I haven't received anything despite their promise, but I think it won't be long. Thank you for your help.

This is good news, and thank you very much for the update, samirakdim2! Much appreciated :)

I will keep this complaint opened until you confirm receiving the refund. Also, once you get the money, if you could let me know what was the final agreed amount, I can update the disputed amount within this complaint before closing it. Thank you.

Dear samirakdim2,

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,
Matej
Casino.Guru

We have received a message from samirakdim2, stating that the money have been received!

I am very happy to hear that your issue has been resolved, and would like to thank Sportaza Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru