Sportaza Casino - プレイヤーのアカウントは閉鎖され、資金は没収されました。

Sportaza Casino informed me that my account had been closed due to a duplicate account. Therefore, they proceeded to return a small balance of S/277.80, much less than the deposited amount of S/1,093.37 and even less than the total balance at the time of account closure, corresponding to S/1,726.31. Therefore, the casino decided to keep my remaining balance of S/1,448.51, which has not been returned to date. Regarding the accusations of account duplication, I categorically deny that my account is being used by anyone else. I continually cooperate with the KYC verification process and offer to continue with the verification processes to demonstrate my ownership and exclusive use of my only account, of which I am the owner. However, the casino offers no proof or explanation for its accusations.

El casino Sportaza me informó que mi cuenta ha sido cerrada por encontrarse un duplicado, por lo cual procedieron a devolverme un pequeño saldo de S/277.80 mucho menor al monto depositado de S/1093.37, incluso menor al saldo total al momento del cierre de cuenta correspondiente a /1726.31. Por lo tanto el casino decidió quedarse con mi saldo restante de S/1448.51 que no ha sido devuelto a la fecha. En cuanto a las acusaciones de duplicidad de cuentas, niego rotundamente que mi cuenta esté siendo usada por otra persona, ya que colabo´ré continuamente con el proceso de verificación KYC, me ofrezco a continuar con los procesos de verificación para demostrar mi titularidad y uso exclusivo de mi {unica cuenta, de la cual soy titular; sin embargo el casino no ofrece ninguna prueba o explicación a sus acusaciones.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you made any successful withdrawals before?

Could you please advise if you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you use a payment method registered in your name?

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,

Dominika

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Hello

Regarding the queries made:

Is there a chance that someone in your household or using the same IP address has also created an account at this casino?

I'm the only person in my household who bets on sports. The only way someone could use my IP address would be if they hacked into my Wi-Fi connection.

Have you made any successful withdrawals before?

Do not make withdrawals before account closure. The refund of the balance corresponding to S/277.80 was after account closure and by the support area (manual withdrawal).

Could you please let me know if you have passed the KYC verification?

I was not asked for any documents for KYC verification, either before or after the account closure.

Did you accumulate your winnings with or without an active bonus?

I didn't use any vouchers.

Did you use a payment method registered in your name?

The payment methods (deposit and withdrawal) are in my name, which I can support with my crypto wallet statement.

Greetings

Hola

Con respecto a las consultas realizadas:

¿Existe la posibilidad de que alguien de su hogar o que utilice la misma dirección IP también haya creado una cuenta en este casino?

En mi hogar soy la única persona que realiza apuestas deportivas, la unica forma que alguien use mi direcccion IP seria si logra vulnerar mi conexión wi-fi.

¿Has realizado algún retiro exitoso anteriormente?

No realize retiros antes del cierre de cuenta, la devolución de saldo correspondiente a S/277.80 fue posterior al cierre de cuenta y por el area de soporte (retiro manual).

¿Podrías informarme si has pasado la verificación KYC?

No me solicitaron documentos para la verificación KYC, ni antes ni despues del cierre de cuenta.

¿Acumulaste tus ganancias con o sin bono activo?

No usé ningun bono.

¿Utilizó un método de pago registrado a su nombre?

Los métodos de pago (depósito y retiro) se encuentran a mi nombre, esto lo puedo sustentar con el estado de cuenta de mi billetera crypto.

Saludos

Dear player, did you only place sports bets on the site?

Did the casino provide any more specific explanation about the alleged "multiple accounts"?

Do you personally know anyone who also has an account at this casino?

Did you ever use a VPN while accessing your account?

Did you ever log into your account from a public place, such as a café or shared Wi-Fi?

Hello

Did you only place sports bets on the site?

Yes, only sports betting.

Did the casino provide any more specific explanations regarding the alleged "multiple accounts"?

No, the casino closed my account without any specific explanation, only referring to its terms and conditions.

Do you personally know anyone who also has an account at this casino?

No, Sportaza Casino isn't very well-known in my country. In fact, I learned about this casino through online betting recommendation forums.

Have you ever used a VPN to access your account?

I use VPN to access streaming content (Netflix) but NOT to access my Sportaza account.

Have you ever logged into your account from a public place, like a coffee shop or shared Wi-Fi network?

I may have been able to log in from a shared Wi-Fi network at work on occasion.

Greetings

Hola

¿Solo realizó apuestas deportivas en el sitio?

Sí, solo apuestas deportivas.

¿El casino proporcionó alguna explicación más específica sobre las supuestas "cuentas múltiples"?

No, el casino cerró mi cuenta sin explicaciones específicas, solo hizo referencia a sus terminos y condiciones.

¿Conoces personalmente a alguien que también tenga una cuenta en este casino?

No, el casino Sportaza no es muy conocido en mi pais, de hecho yo me enteré de este casino mediante foros de recomendaciones online de casas de apuestas.

¿Alguna vez usaste una VPN para acceder a tu cuenta?

Uso VPN para acceder a contenido de streaming (Netflix) pero NO para acceder a mi cuenta Sportaza.

¿Alguna vez iniciaste sesión en tu cuenta desde un lugar público, como una cafetería o una red Wi-Fi compartida?

Posiblemente en alguna oportunidad pude iniciar sesión desde una red wi-fi compartida en el trabajo.

Saludos

Dear player, thank you for your reply. I apologize, but if you have only placed bets on sports betting, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.