Sportaza Casino - プレイヤーのアカウントは閉鎖されました。

Hello so this morning I wanted to log in to my sportaza account. By logging in they tell me "your account has been blocked by the administrator" I contacted the quick chat who explained to me that my account was blocked because I did not fill out the KYC within 30 days and that because of that my account was blocked and that I could not recover the money that was on the accounts. I have all the information to prove that it is me, at no time did they warn me that within 30 days the money would disappear. I would absolutely like to get this money back because I need it. I ask you for help to help me get my money back I beg you. I sent an email to sportaza and I am currently waiting for their response.

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Dear bluezoxxxx,

Thank you for submitting your complaint. We are sorry to hear about the issue you are experiencing.

Please note that KYC (Know Your Customer) is a standard and essential procedure used by casinos to verify that funds are paid to the rightful account holder. As operators cannot physically verify players’ identities, this process serves as the primary method of completing identity checks. Licensed and reputable casinos take this obligation seriously, and the verification process may take several working days to complete.

To better understand your case, we kindly ask you to provide clarification on the following:

• Which types of games did you primarily play (e.g. slots, live casino, sports betting)?
• Have you previously submitted any KYC documents? If so, when?
• Did you receive any notifications or reminders regarding the KYC process before your account was blocked?

Your cooperation will help us review the situation more effectively and work toward a resolution.

Thank you in advance for your reply.

Kind regards,

Petra

Hello,

Thank you for your response.

I mainly played casino games (blackjack and slots).

Yes, I did receive emails regarding the KYC process. However, these communications did not clearly state that failing to complete the verification within a specific timeframe would result in the permanent loss of my remaining balance.

There was also no clear or prominent warning within my account interface about such a consequence.

Additionally, the casino allowed me to deposit, play, and even successfully withdraw €600 before requesting verification, which makes the final decision to withhold my remaining balance seem inconsistent and unfair.

I would also like to point out that according to section 5.3 of the Terms and Conditions, it is stated that the account may be closed if documents are not provided within the required timeframe. However, there is no clear statement that the remaining balance would be permanently confiscated. For this reason, I believe the refusal to pay the remaining balance is disproportionate.

I have fully cooperated and provided the requested documents, and I believe that refusing to pay the remaining balance is unfair.

Thank you for your assistance

Thank you for your reply and clarification.

According to section 5.3 of the Terms and Conditions, the casino reserves the right to withhold payments, suspend the account, and permanently close the account if the requested documents are not provided within the required 30-day timeframe. Based on this wording, the casino may consider the balance unavailable until the verification process is successfully completed.

To better assess the situation, could you please clarify the following:

* Are you currently able to log in to your account?

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

* Did you provide all the required documents as soon as possible and in the correct format, and if no, what was the reason for the delay?

* What other communication have you had with Sportaza regarding this issue?

You can send me all the relevant documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you in advance for your cooperation.