Sportaza Casino - Ověření účtu hráče je zpožděno.

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.