Sportaza Casino - La cuenta del jugador ha sido cerrada con retiro pendiente.

Good afternoon, I am writing regarding my case with this casino. I had two withdrawals of 500€ each. One from last Thursday and another from Friday. The Thursday withdrawal was paid to me yesterday, but the one from Friday has not been paid, and today it has been a week and 5 BUSINESS DAYS as they claim. Because of my insistence on getting paid, they have blocked and closed my account without any reason. I am attaching a screenshot of the conversation. Now, I can't even access my account to check the transaction, and they have kept my money. That's 500€. Please help me. Thank you.

Buenas tardes, escribo en relación a mi caso con este casino. Tenía dos retiradas de 500€ cada una. Una del jueves pasado y otra del viernes. La del jueves me la pagaron ayer pero la del viernes no y hoy hace una semana y 5 DÍAS HÁBILES tal y como ellos dicen. Ante mi insistencia de que me pagaran me han bloqueado la cuenta y me la han cerrado sin ningún motivo. Adjunto pantallazo de la conversación. Y ahora encima no puedo entrar a ver la transacción y se han quedado mi dinero. Serían 500€. Por favor ayudarme.Gracias.

Dear Jt195,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sportaza Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player of the casino? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas

Good afternoon Thomas,

I have sent the same thing to the email address you indicated, attaching the screenshots there because it won't let me attach them here.

I am attaching everything I have from the casino up to yesterday in conversations. Answering your questions:

-I've only been a player at that casino for a short time, barely a month.

- The account is closed because it suddenly did not let me access and one of the live chat users told me about it. (Attached photo with conversation)

-The winnings all come from live roulette and WITHOUT ANY KIND OF BONUSES.

I have attached everything I was able to capture in screenshots during conversations with them. The two withdrawals also appear, the oldest one was paid but the other one was not.

Also the photo where they tell me that they have decided to close my account.

I hope you can help me, Thomas.

I look forward to hearing from you, thank you very much.

All the best.

Buenas tardes Tomás, 

te he enviado al correo que me has indicado lo mismo anexando los pantallazos por ahí porque aquí no me deja adjuntarlos.

te adjunto todo lo que tengo del casino hasta el día de ayer en conversaciones. Respondiendo a tus preguntas:

 -Como jugador en ese casino llevo poco, apenas un mes. 

- La cuenta está cerrada porque no me dejó acceder de repente y una del chat en vivo me lo comentó. (Adjunto foto con conversación)

-Ls ganancias vienen todas de la ruleta en vivo y SIN NINGÚN TIPO DE BONO.

Te he adjuntado todo lo que pude captar en pantallazos en conversaciónes con ellos. También aparecen los dos retiros, el más antiguo me lo pagaron pero el otro no.

Además la foto de donde me dicen que han decidido cerrar mi cuenta. 

Espero que me puedas ayudar Tomás. 

Quedo a la espera, muchas gracias.

Un saludo.

Thanks for your email.

It seems that despite your account closure the casino support asserted your withdrawals are intended to be processed. Were you informed about the status of your payment this week?

Please let me know.

Dear Jt195,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.