Sportaza Casino - La retirada del jugador se ha retrasado durante más de un mes.

The casino stops paying me.

I have a verified account and have made withdrawals without any issues in the past, and suddenly it stopped paying.

I have 3 withdrawals pending for over a month and they haven't been paid.

They don't answer any emails and they're not helpful at all on chat, they don't tell me anything at all.

And here I have been for over a month and they have neither paid me nor solved anything for me.

El casino deja de pagarme.

Tengo la cuenta verificada e hice retiros sin problema en el pasado, y de repente ha dejado de pagar.

Tengo 3 retiros pendientes desde hace mas de un mes y no los pagan.

No contestan a ningun mail y por el chat no son de ninguna ayuda, no me dicen nada de nada.

Y aqui llevo mas de un mes y ni me pagan ni me solucionan nada.

Dear loigbooking,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you can only have three pending withdrawals at a time?
• Could you please advise when exactly you made the last successful withdrawal and how many days it took to be processed?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Do I understand correctly that you can only have three pending withdrawals at a time?

I can only have 3 at a time, and they only let you a maximum of €500 per withdrawal.

Could you please let me know when exactly you made your last successful withdrawal and how many days it took to process?

The last one was at the end of 2024 and I had no problems collecting it within a few days.

Did you accumulate your winnings with or without an active bonus?

No bonus

¿Entiendo correctamente que solo puedes tener tres retiros pendientes a la vez?

Solo puedo tener 3 a la vez, y solo te dejan maximo de 500€ por retiro

¿Podrías informarme cuándo exactamente realizaste el último retiro exitoso y cuántos días tardó en procesarse?

el ultimo fue a finales de 2024 y no tuve problemas para cobrarlo en cuestion de pocos dias.

¿Acumulaste tus ganancias con o sin bono activo?

Sin bono

any news??

alguna novedad??

Thank you for your reply, loigbooking. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Here I put the screenshots of the withdrawals

The casino doesn't respond to a single email. In the chat, they don't even know what I'm talking about with the withdrawals.

I'm leaving you a screenshot of the chat too.

In the last chat, after explaining it for the umpteenth time and promising to send me an email with the situation, they still didn't. Here's a screenshot of the last chat.

You tell me what we can do?

aqui pongo las captura  de los retiros

el casino no responde a ni uno solo de los correos enviados. en el chat no saben ni de lo que les estoy hablando con los retiros.

os dejo captura del chat también

en el ultimo chat después de explicarlo por enésima vez, y prometerme que iban a mandarme un mail con la situación, tampoco lo hicieron. aqui os dejo captura del ultimo chat

me dicen ustedes qué podemos hacer?

Thank you very much, loigbooking, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear loigbooking,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Sportaza Casino representative to join this conversation.

Dear Sportaza Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

I've been here since March 17th... March 17th!!

They owe me €500 and they don't pay me

Every time I contact the chat this is what they always repeat to me, they copy and paste but do nothing else:

"I completely understand your anger, and I sincerely wish I could give you a different answer. Unfortunately, this is not directly under my control; it's being handled by the finance team. I know you've been waiting for almost a month now, and I fully agree that's too long. What I can tell you is that we're constantly monitoring this, and while it's not the answer you want to hear, for now we need to wait a little longer. I'm truly sorry about this situation and appreciate your patience."

Contact periodically every week and the same.

And on top of that, I haven't been waiting for almost a month like it says there, I've been waiting for almost two.

llevo desde el 17 de marzo.. 17 de marzo!!

me deben 500€ y no me pagan

cada vez que contacto con el chat esto es lo que siempre me repiten, hacen copia-pega pero no hacen nada mas:

"Entiendo perfectamente tu enojo, y sinceramente me gustaría poder darte una respuesta diferente. Lamentablemente, esto no depende directamente de mí, ya que lo está manejando el equipo financiero. Sé que ya llevas casi un mes esperando, y estoy totalmente de acuerdo en que es demasiado tiempo. Lo que puedo decirte es que estamos haciendo seguimiento constante, y aunque no es la respuesta que quieres escuchar, por ahora necesitamos esperar un poco más. De verdad lamento esta situación y agradezco tu paciencia"

Contacto periodicamente cada semana y lo mismo.

Y encima no llevo casi un mes esperando como dice ahi, llevo casi dos

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 loigbooking,

I've received the following message from the casino:

Dear loigbooking,

 

I hope this message finds you well.

 

We sincerely appreciate your understanding and apologize for any inconvenience this situation may have caused.

 

We are currently investigating this matter and will respond to you with a comprehensive reply at our earliest convenience.

 

Thank you very much for your patience and support as we work to resolve this issue.

 

Kind regards, 

Sportaza Casino Team

Since the casino is currently unable to post to the thread, I will update you, when I receive further clarification from them.

Thank you for your patience.

It's incredible.

I received an email from them this morning saying that they have cancelled my pending withdrawal of €500!!!!

but what is this!!!!!

es increíble.

he recibido un email por parte de ellos esta mañana donde dice que me han cancelado el retiro pendiente de 500€!!!!

pero esto qué es!!!!!

Dear loigbooking, I've received following message:

Dear loigbooking,

 

I hope this message finds you well.

 

According to the information provided by the relevant department, it is essential to complete the verification of your account, specifically by submitting a Selfie that includes our Website (the website should be clearly visible in the selfie). 

https://prnt.sc/M-LFGWMoNKWs

 

Upon successful completion of the account verification, all withdrawal requests will be processed accordingly.

 

Thank you for your understanding.

 

Kind regards,

Sportaza Casino Team

Would you be able to submit the requested photograph?

Oh my goodness, every time I contacted them, they told me everything was verified, that I didn't need to send anything else. Nothing new appeared in the verification section. This is crazy.

I even received the second and third withdrawal, not the first.

I already checked with a selfie at the time, they are inventing more and more nonsense to avoid paying!

This house is a scam!

madre mia, todas las veces que contacté, me dijeron que estaba todo verificado, que no tenia que enviar nada mas. en el apartado de verificacion no me aparecia nada nuevo. esto es una locura.

incluso recibí el segundo y tercer retiro, no el primero.

ya verifiqué con selfie en su día, se están inventando cada vez mas tonterias para no pagar!

esta casa es una estafa!

I'm contacting them via chat and they're telling me this right now:

"Thank you for waiting. After reviewing your account and checking with the finance team, I've been informed that your previous withdrawal is showing as 'Canceled by payment provider.' This means that the withdrawal request was canceled by the payment service provider, not the casino. This can happen for several reasons, including bank account issues, discrepancies in the information provided, or restrictions imposed by the payment provider. To find out the exact reason, it's advisable to contact the payment provider used."

"I apologize. However, on our end, the transaction shows as canceled by the provider. We were not involved in canceling the withdrawal; you'd have to speak with your payment provider."

"I understand, Marc; I know how frustrating it can be to have your withdrawal canceled. However, it is my duty to inform you that we had nothing to do with the cancellation of this transaction. You'll need to contact your payment provider for more information."

WHAT I'M TELLING ME IS COMPLETELY FALSE, BECAUSE IT'S IMPOSSIBLE TO CANCEL A WITHDRAWAL FROM THE OTHER PARTY THROUGH CRYPTO, COMPLETELY IMPOSSIBLE. IN ADDITION, SUBSEQUENT WITHDRAWALS MADE USING THE SAME PAYMENT METHOD, SAME ADDRESS, AND ALL ARRIVED WITHOUT PROBLEMS.

THEY ARE SCAMMERS

I ATTACH A CHAT CAPTURE

estoy contactando con ellos por el chat y me están diciendo esto ahora mismo:

"Gracias por esperar. Luego de revisar su cuenta, y comprobar con el equipo financiero, me han informado que su retirada anterior aparece como «cancelada por el proveedor de pagos». Esto significa que la solicitud de retirada fue cancelada por el proveedor del servicio de pago, no por el casino. Esto puede ocurrir por varias razones, como problemas con la cuenta bancaria, discrepancias en la información facilitada o restricciones impuestas por el proveedor de pagos. Para conocer el motivo exacto, es aconsejable ponerse en contacto con el proveedor de pagos utilizado."

"Me disculpo. Sin embargo de nuestro lado la transacción sale como cancelada por el proveedor. Nosotros no tuvimos que ver con la cancelación del retiro iniciado; tendría que hablar con su proveedor de pago."

"Le entiendo, Marc; sé lo frustrante que puede ser este particular caso que su retiro haya sido cancelado, sin embargo, sí es mi deber informarle que nosotros no tuvimos qué ver en la cancelación de esta transacción. Tendrá que ponerse en contacto con su proveedor de pago para que le de más información al respecto."

ESTO QUE ME DICEN ES TOTALMENTE FALSO, PORQUE POR CRYPTO ES IMPOSIBLE QUE CANCELEN UN RETIRO DE LA OTRA PARTE, IMPOSIBLE TOTALMENTE. ADEMAS LOS OTROS RETIROS POSTERIORES REALIZADOS POR EL MISMO METODO DE PAGO, MISMA DIRECCION TODO, LLEGARON SIN PROBLEMAS.

SON UNOS ESTAFADORES

ADJUNTO CAPTURA DEL CHAT

They are a joke in themselves. They don't even understand.

I ask them if I have anything else to check and they say no.

Seriously, what kind of website is this????

son un chiste en sí mismo. no se enteran ni ellos.

les pregunto si tengo algo mas que verificar y me dicen que no.

en serio, que clase de web es esta????

Anyway, I already uploaded this selfie in the verification section, as indicated in the image.

And by the way, I have restricted withdrawals

De todas formas ya subi el selfie este en el apartado de verificacion, tal como indica en la imagen.

y por cierto, tengo los retiros restringidos

Dear loigbooking,

 

I hope this message finds you well.

 

According to the information provided by the relevant department, we are still in need of the following documents:

 

- proof of address displaying full name,

- address and issue date not older than 180 days, such as an electricity or water bill,

- a government-issued document or bank statement (excluding digital banks)

 

Upon successful completion of the account verification, all withdrawal requests will be processed accordingly.

 

Thank you for your understanding.

 

Kind regards,

Sportaza Casino Team

Would you be able to provide the mentioned documents?

I have already sent the documentation.

The people at @sportaza are thieves and are just looking for excuses not to pay me.

The latest is that they have rejected my address verification document (telephone bill) by telling me via chat that the address does not match the one on my ID, which is completely false, but it does match.

I have already sent them an email asking for explanations, they have no shame.

I am attaching a screenshot of the document sent where my address can be seen, as well as a screenshot of the chat where they tell me that it does not match my ID (which is false, as I said above).

ya envié la documentación.

los señores de @sportaza son unos ladrones y solo estan buscando excusas para no pagarme.

la ultima es que me han echado para atrás el documento de verificación de domicilio (factura de telefono) diciendome por chat que la dirección no coincide con la de mi dni, cosa que es totalmente falsa y sí coincide.

ya les he enviado correo electronico pidiendo explicaciones, no tienen verguenza.

os adjunto la captura del documento enviado donde se ve mi dirección, asi como la captura del chat donde me dicen que no coincide con la de mi dni (cosa que es falsa como he dicho arriba)

Dear loigbooking,

Thank you for your response.

We will communicate your updates concerning your documents to the appropriate team. As soon as we receive any further information, we will inform you and proceed accordingly.

Kind regards,

Sportaza Casino Team

I have sent you the complete documentation several times

You've been unwilling to pay me for about 5 months.

When are you going to finish verifying it completely and let me withdraw once and for all?

os he mandado la documentación por completo varias veces

llevais como 5 meses sin querer pagarme

cuando vais a terminar de verificar por completo y dejarme retirar de una vez?????

Dear Sportaza Casino,

We will be waiting for the clarification.

Thank you for your cooperation.

Dear loigbooking,

I hope this message finds you well.

According to the information provided by the relevant department, your account has been fully verified, including your pending withdrawal submission, which has been successfully completed as well, and there are currently no outstanding payments in your account.

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

Kind regards,

Sportaza Casino Team

Dear loigbooking,

Could you please confirm, if you have received the withdrawals?

Hello, yes, they finally arrived!

hola, si, por fin me llegaron!

Dear loigbooking,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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.

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,

Mirka Dubasova

Casino.Guru