Sportaza Casino - Hráčův účet byl zablokován.

I opened an account on this site and started playing by depositing €500, after playing for a while I reached €700 and stopped.

I made a withdrawal of €500 (due to their daily withdrawal limits) and €200 was left on my balance.

To date my account has been closed without any kind of communication or anything else, but above all the money has not arrived.

I tried to contact them but their customer service operators keep me on hold for 5 minutes and then hang up.

Ho aperto un conto su questo sito ed ho iniziato a giocare effettuando un versamento di €500, dopo aver giocato un po’ ho raggiunto €700 e mi sono fermato.

Ho effettuato un prelievo di €500 (visti i limiti sui prelievi giornalieri da loro imposti) e €200 erano rimasti sul saldo.

Ad oggi il mio conto è stato chiuso senza nessun tipo di comunicazione nè altro, ma soprattutto i soldi non sono arrivati.

ho provato a contattarli ma gli operatori del loro servizio clienti mi tengono in attesa 5 minuti e poi chiudono la conversazione.

Hello Barbaramoscardino,

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 is your account blocked? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they specify the reason of the block in any way?

Looking forward to your answer.

Regards,

Nick

Hi, I have accumulated the money in winnings, no bonus.

I think the account has been blocked since yesterday (04.07.2023) but since I haven't received any communication, I can't know for sure.

no no reason was specified

Ciao, i soldi li ho accumulati in vincite, nessun bonus.

L’account credo sia bloccato da ieri (07.04.2023) ma non essendomi arrivata nessuna comunicazione non posso saperlo con certezza.

no nessun motivo è stato specificato

Thank you Barbaramoscardino for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Barbaramoscardino,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Sportaza Casino to join the conversation.

Dear Sportaza Casino,

Can you please provide information on why the player's account is blocked?

If the information can't be shared publicly, please send them to michal.k@casino.guru

Good day,

Thank you for reaching out.

Please note that the customer's account was closed in accordance with the following point in our Terms and Conditions:

3.2. Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

- each action performed using a Duplicate Account is considered void:

- any promotions that the Duplicate Account has participated in will be cancelled;

- any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

- the Duplicate Account will be closed without an option to reopen it.

The refund of the customer's deposit in full was processed from our side. We will forward the further details of this case via email to Michal.

Please feel free to contact us if you have any questions. 

Sincerely,

Sportaza

Thank you for your response, Sportaza Casino team.

Dear Barbaramoscardino,

Can you please confirm that only one account was opened with your personal information? Have you in the past not requested the closure of an account at Sportaza Casino?

I confirm that the account is mine and it's the first time I've opened it

confermo che il conto è mio ed è la prima volta che lo apro

Thank you for the response, Barbaramoscardino.

Have you requested the closure of an account at Sportaza Casino in the past? Does someone else from your household have an account in Sportaza Casino?

Dear Barbaramoscardino,

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.