Sportaza Casino - トーナメントの賞金と残高が未払いのため、プレイヤーのアカウントが閉鎖されました。

Dear Casinoguru Support Team,

I am reaching out to seek your assistance in resolving a concerning issue I have encountered with Casino Sportaza.

Recently, I discovered to my surprise and dismay that my account with Casino Sportaza had been abruptly closed, without any prior notification or explanation. This action has left me deeply troubled, particularly considering my active participation in various tournaments organized by the casino. During these tournaments, I invested a significant amount of time and money, only to encounter delays in the payment of winnings and a failure to adhere to the stated terms and conditions regarding prize disbursement.

Despite my repeated attempts to seek clarification and resolution by reaching out to the casino's customer support via email and live chat, I have yet to receive any meaningful response or assistance. This lack of communication has been immensely frustrating and has left me feeling helpless in addressing the situation.

I am hereby formally requesting the following actions to be taken by Casino Sportaza:

1. The withdrawal of my remaining account balance, totaling approximately €4000.

2. Payment of winnings from the following tournaments totaling 1900 euro, as outlined below:

- ELA Game Tournament (08.04.2024 - 14.04.2024): Ranked No. 13 on the leaderboard, entitled to receive €200.

- Weekend Clash 2 Tournament (12.04.2024 - 14.04.2024): Ranked No. 5 on the leaderboard, entitled to receive €500.

- Blazing Gold Battle Tournament (10.04.2024 - 14.04.2024): Ranked No. 15 on the leaderboard, entitled to receive €200.

- Majestic Clash Tournament (10.04.2024 - 17.04.2024): Ranked No. 6 on the leaderboard, entitled to receive €1000.

To assist you in understanding the full extent of the issue, I have attached screenshots of pertinent tournament details, copies of email correspondence with the casino, and transcripts of conversations with their live support.

I sincerely appreciate your attention to this matter and kindly request your support in facilitating a prompt and satisfactory resolution. Please do not hesitate to contact me should you require any further information or clarification.

Thank you for your assistance.

Best regards

Claude

Hello bricefox,

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 if your account is already verified and if yes, since when exactly? Since when is your account closed? When was the last time you spoke to the casino and what was it about? Did they provide any kind of explanation for the situation occurred?

Looking forward to your answer.

Regards,

Nick

Dear Nick,

I would like to express my gratitude for your attention to my complaint against Sportaza Casino.

Verification Process:

At Sportaza, it is my understanding that account verification is not mandatory unless specifically requested by the casino. To date, I have not received any such request to verify my account. Consequently, I have been able to conduct transactions without encountering any issues.

Account Closure:

Unfortunately, I received no prior notification via email regarding the closure of my account, so I cannot know when exactly they closed my account. As of April 18th, I have been unable to access my account. Despite my attempts to seek clarification via email and live chat, I have not received any information regarding the status of my account. Subsequent inquiries, including an email to the casino's complaints department on April 23rd, have also gone unanswered.

I would be very grateful if you could help me solve this problem.

Thank you bricefox 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 bricefox,

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,

Could you kindly furnish details regarding the reason for the player's account being blocked?

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