Sportaza Casino - La verificación de la cuenta del jugador se retrasa.

Dear Sir or Madam, unfortunately, I'm experiencing issues with my verification! More and more documents are being requested from me, even though I have submitted these items multiple times.

I've really tried everything, but the support team keeps telling me the same thing – "under review." Then, I receive notifications on the website about rejections or requests for new documents.

My profile indicates that I've completed all verifications, yet more documents are still being requested, whether via email or on the website.

I have €3,000 in my account that I simply cannot access because they just won't approve my profile. This has been happening for exactly one week now.

Sehr geehrte Damen und Herren, leider habe ich Probleme mit meiner Verifizierung! Es werden immer mehr Dokumente von mir verlangt, obwohl ich genau diese Sachen alle mehrfach eingereicht habe.

Ich habe wirklich schon alles probiert, aber der Support selbst sagt mir immer das gleiche "wird geprüft". Und dann kommt über der Website die Ablehnung, bzw. die Dateien werden neu angefordert.

Ich habe alle Verifizierungen abgeschlossen steht in meinem Profil, aber es werden trotzdem immer mehr Dokumente verlangt. Ob per email oder über der Website.

Ich habe 3.000€ in meinem Account stehen und komme da einfach nicht dran, weil die mein Profil einfach nicht freigeben. Und das genau heute schon seit 1 Woche.

Dear Embolo1990,

Thank you very much for submitting your complaint.

I’m sorry to hear about the challenges you’re facing with the verification process and the delays in accessing your funds. To better understand your situation and assist you in resolving this issue, we kindly ask for some additional information:

• What specific documents have you submitted so far (e.g., proof of identity, proof of address, payment method verification)?
• Have you received any notifications or messages explaining why certain documents were rejected or why additional documents are required? If so, could you share those details?
• Could you provide screenshots or copies of emails or notifications you’ve received from the casino regarding your verification status?
• Have you been able to contact the casino’s support team? If yes, what were their responses or explanations for the delays?

If you have any relevant communication or documents, please feel free to forward them to petronela.k@casino.guru. These details will help us present your case effectively to the casino and work towards a resolution.

Your cooperation is crucial for us to proceed with the case. Without your input and the supporting evidence, we won’t be able to address the issue effectively with the casino on your behalf.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Petronela,

I have submitted everything and can send you the documents via email.

I sent my ID, I sent a lease to prove my address. I sent all my bank details, transactions from November to today.

I sent screenshots of myself with the website in the background.

I have done everything that was requested and the email I always get back is "Your documents are being reviewed".

I really don't know what to do anymore.

I have written more than 20 emails to support, I have contacted live support more than 30 times but they always tell me that their support is limited.

Liebe Petronela,

Ich habe alles eingereicht und kann ihnen die Dokumente gerne per email senden.

Ich habe meinen Ausweis geschickt, ich habe einen Pachtvertrag geschickt um meine Adresse nachzuweisen. Ich habe meine ganzen Bankdaten geschickt, Transaktionen von November bis heute.

Ich habe Screenshots geschickt von mir, mit der Internetseite im Hintergrund.

Ich habe alles gemacht was verlangt worden ist und die email die ich immer nur zurück bekomme lautet "Ihre Unterlagen werden geprüft".

ich weiß langsam echt nicht mehr weiter.

Ich habe mehr als 20 emails an den Support geschrieben, ich habe mehr aus 30mal den Live Support kontaktiert aber der sagt mir, das er immer nur eingeschränkt sei.

Dear Sir or Madam, my profile is verified and I was able to sort things out myself. Thank you for your effort anyway. Best regards

Sehr geehrte Damen und Herren, mein Profil ist verifiziert ich konnte die Dinge doch selber klären. Ich danke trotzdem für eure Mühe. Liebe Grüße

Dear Embolo1990,

Great news :) 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 (link here). 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, 

Petronela

Casino.Guru 

Happy holidays! Wishing you joy, peace, and success in the new year!