Sportaza Casino - La cuenta del jugador se cerró.

Hello, I am writing because I have a problem with the Sportaza company. I used to place sports bets there and sometimes play slots. I managed to win about 1,300 euros, the first withdrawal of 500 went smoothly, the next time I was asked to verify my account. I sent the necessary documents, however, I accidentally sent a photo of my ID in the section where the debit card should be, it doesn't matter but the verification dragged on, it took about a month. I received an email (30.11) asking me to set a date for a skype interview for further verification, on 2.12 I sent an email with the corresponding date. To my surprise, yesterday when trying to log into my account I saw that my account was closed. I am in total shock because I did not receive any information about the closure of the account and for what reason it was closed. There is still about 690 euros in the account, I feel cheated, I hope you can help me somehow.... Greetings Martyna

Hello karlikowa,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sportaza Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the casino may block the access to your account until the verification is finished.

Looking forward to your answer.

Regards,

Nick

As far as I remember I have been waiting for verification for about a month and a half. As I was still able to log into my account I noticed that all the documents they required had been accepted (this happened, if I remember correctly, 4-5 days ago). However, there was still a notice at the top that my account was being verified. On November 30, to be exact, I received an email stating that I would have to go through the verification process via a Skype call. As I wrote in a previous message, on December 2 I wrote them a message to set me up for this call on December 5-that was my last message content. I have not received a response until now. 

Best regards

Martyna

Hello karlikowa,

Did the skype call happen? When was the call supposed to be? Did you receive any information from the casino regarding your verification since?

Hi Nick. Since my last message sent to sportaza (2.12) I have not received any email from them. The Skype call did not happen because they did not respond to my offer of an interview date. The account is still blocked...

Thank you karlikowa for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear karlikowa,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Sportaza Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Team,

Thank you for contacting us.

We would like to inform you that we checked the case and the player's account was closed for verification.

In addition, the player will receive an email from our finance department asking for their suitable date and time in order to conduct a verification call through Skype.

We apologize for the delay!

Sincerely,

Sportaza.com

Thank you very much, Sportaza Casino team, for your assistance and clarification.

Dear karlikowa,

Could you please keep us informed about any further developments regarding the Skype verification call and the KYC in general? Looking forward to hearing from you.

Good evening. At the moment the situation is that after your intervention Sportaza immediately wrote me an email (it was 19.12.22r), in which they asked me to set a date and time for a Skype call to verify the account. In response to their question, I asked them to schedule me for an interview on 20.12.22r, after which I have not received any feedback to date until now. Such a situation already occurred at the beginning of December, where after indicating the date there was also no response from their side.

Regards

Martyna

Dear Martyna,

Have you managed to make a verification call on skype? Have you received any feedback from the casino?

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan

I am in contact with sportaza Casino and for the fourth time we are trying to arrange a convenient skype call date. So at the moment I am trying to set a date once again.

Dear Martyna,

Could you please let me know once you arrange a skype call?

Thank you very much in advance.

Kind regards,

Stefan

I finally managed to have a Skype conversation and 3 days ago I got a positive response regarding verification. Now I will try to withdraw the funds.

Regards

Martyna

Dear Martyna,

Thank you for the provided information. Please let me know once you receive the payment or if you run into any issues.

I am looking forward to your response.

Kind regards,

Stefan

Dear karlikowa,

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.

Dear Stefan

I am currently waiting for the second transfer that I ordered a few days ago, the first one for the amount of €500 I have already received. If I receive the second one then the matter with sportaza will be finished from my side.

Kimś Regards

Martyna

Dear Martyna,

Thank you for the provided information. Please let me know once you receive the next payment.

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan

Today I received the second payment that I ordered, so for the moment I am settled with Sportaza.

Regards

Martyna

Dear Martyna,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan