Sportaza Casino - プレイヤーが自分のアカウントを確認するのに苦労しています。

I have set up a credit balance for payout on 08/28/2021. Then I received an email to verify my account on August 31st, 2021. I sent the specified images and documents to sportaza. Then I should send other pictures from the credit card again, which I did. I should also send a screenshot of the online banking where the account holder and the Iban and Bic are listed, I did that too. Then you didn't hear anything at first. After another email request from me, I was told that they should contact me. Now all of a sudden I am supposed to send a bank statement, and that in PDF format. For a bank statement, I have to pay € 25 at the Sparkasse. Well, I've already had several verifications, but I haven't had anything like that. This creates the feeling that Sportaza does not want to pay out the money and is putting obstacles in the way.

Ich habe ein Guthaben zur Auszahlung angesetzt 28.08.2021. Dann bekam ich eine Mail zur Konto Verifizierung am 31.08.2021.Die angegebenen Bilder und Dokumente habe ich an sportaza geschickt. Danach sollte ich nochmal andere Bilder von der Kreditkarte schicken, was ich auch gemacht habe. Ich sollte auch einen Screenshot vom Online banking schicken wo der Kontoinhaber und die Iban und Bic aufgeführt ist, das habe ich auch gemacht. Dann hat man erst einmal nichts gehört. Nach einer weiteren Mailanfrage von mir hat man mir gesagt das man sich meldet. Jetzt aufeinmal soll ich ein Bank statement schicken, und das unbedingt in PDF Format. Für ein Bank Statement muss ich bei der Sparkasse 25€ bezahlen. Also ich hatte schon mehrere Verifizierungen, aber sowas hatte ich noch nicht. Hier entsteht das Gefühl, dass Sportaza das Geld nicht auszahlen möchte und Steine in den Weg legt.

Hello Mario123,

Thank you 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 try to contact the casino. Could you please specify how many documents did the casino request from you so far? Could you please advise if it's your first withdrawal in the casino and if you've played with any deposit or no deposit bonus?

Also please note that verification is very important process where the casino wants to assure themselves that they are sending the money to the right owner. Every casino has different policy for this and I've had experience with much worse cases. You can also try to reason with the casino that you can send them any other document which they would approve as this one costs you some money. Will be looking forward to your answer and I hope we will be able to help you resolve the case as soon as possible.

Regards,

Nick

Good day,

It is my first payment and I never received any bonus, not even after making a first deposit.

In the meantime I have made new deposits and played a few times and have now won € 247 and given € 240 for withdrawal.

I sent the following documents to Sportaza: identity card (front and back), credit card (front and back) without the middle 6 numbers and without the 3 digit numbers on the back), my last bill from the telephone provider, screenshot with name and address as well as iban from online banking, bank statement without transfer details and today a bank statement from the Sparkasse for which I had to pay 25 € as a PDF that I have an account with Iban at the Sparkasse.

Guten Tag,

Es ist meine Erstauszahlung.Bonus habe ich nie erhalten, auch nicht nach einer Ersteinzahlung.

Mittlerweile habe ich einige Male neu eingezahlt und gespielt und jetzt 247 € gewonnen und 240€ zur Auszahlung gegeben.

Folgende Dokumente habe ich Sportaza geschickt: Personalausweis (Vorder und Rückseite), Kreditkarte (Vorder und Rückseite) ohne die mittleren 6 zahlen und ohne der 3 Stellungen Nummer auf der Rückseite), Meine Letzte Rechnung vom Telefonanbieter, Screenshot mit Namen und Adresse wie auch iban aus dem online banking, bankauszug ohne transfer details und heute ein Bank statement von der Sparkasse wofür ich 25€ bezahlen musste als PDF das ich ein Konto mit der Iban bei der Sparkasse habe.

Dear Mario123,

Thank you for providing addtional information regarding this case. I will now forward your complaint to my collegue Peter who will be assisting you from now on. I hope we will be able to help you out, wish you best luck.

Regards,

Nick

Dear Mario123,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Sportaza Casino to the conversation to participate in the resolution of this complaint.

I think they really want to fool me. Now I've got another email.

Thank you for contacting our Sportaza Support Team.

We apologize for the answer in English, but there are no available German support agents at the moment.

We would like to thank you for providing us with the documents.

To finish verification process please download a bank statement from your online bank account with your bank details on it and your full name and send it to us.

Thank you for your cooperation

If you have any additional questions, please, do not hesitate to contact us via email support@Sportaza.com or via Live Chat.

I already sent a bank statement as a PDF to sportaza on Friday. I can't print a statement, but requested it for 25 € and sent it as a PDF.

Ich glaube die möchten mich echt Verarschen. Jetzt habe ich erneut eine Mail bekommen.

Thank you for contacting our Sportaza Support Team.

We apologize for the answer in English, but there are no available German support agents at the moment.

We would like to thank you for providing us with the documents.

To finish verification process please download a bank statement from your online bank account with your bank details on it and your full name and send it to us.

Thank you for your cooperation

If you have any additional questions, please, do not hesitate to contact us via email support@Sportaza.com or via Live Chat.

Dabei habe ich doch bereits ein Bank statement als PDF an sportaza am Freitag geschickt. Ich kann doch kein Statement ausdrucken sondern habe es angefordert für 25€ kosten und es als PDF geschickt.

Hi Mario123,

Could you please send the bank statement in PDF you paid for to my email address (peter.m@casino.guru) so that I can take a look?

Good morning, that hasn't been billed yet. I was informed at the Sparkasse that this service "issuing a bank statement" costs € 25. 2 days later I requested the bank statement. So far nothing has been calculated.

Guten Morgen, das wurde noch nicht abgerechnet. Man hatte mich bei der Sparkasse darüber informiert, dass dieser Dienst "Ausstellen eines Bank Statements" 25€ kostet. 2 Tage später habe ich das Bank Statement angefordert. Bis jetzt ist noch nichts berechnet worden.

Hi Mario,

Perhaps we don't understand each other. I meant, could you please forward the bank statement (that you sent to the casino) to my email address above?

Hi Peter,

I have just sent out the mail with the account statement as a PDF

Hallo Peter,

ich habe gerade die Mail rausgeschickt mit dem Kontoauszug als PDF

Hi Peter,

8cg have now verified my account and hope that I won't wait 3 weeks for the payment. Got to

Hallo Peter,

jetzt habe 8cg mein Konto verifiziert bekommen und hoffe das ich nicht wieder 3 Wochen bis zur Auszahlung warten. Muss

Good day,

Thank you for reaching out. We highly value your feedback and we will do our best to improve our service further.

We would like to thank the player for the cooperation. We confirm that we receieved all the necessary documents and the verification was completed successfully. As soon as there is an update in regards to the payment, we will inform the player separately.

We hope this clarifies the matter.

Please feel free to contact us in case there are further questions.

Sincerely,

Sportaza

Thank you, I have just received the confirmation of the payment by email and am waiting for the money to be received.

Vielen Dank, ich habe gerade die Bestätigung der Auszahlung per E-Mail erhalten und warte bis der Geldeingang erfolgt ist.

Hi all,

Thank you for your replies.

Dear Mario123,

I'm glad to hear there has been some progress, let me know when you receive your winnings.

Hello Peter, I'll let you know when the money is in the account.

Hallo Peter, ich sage Bescheid wenn das Geld auf dem Konto ist.

It's Thursday today and there is still no money. The casino wrote 3-5 working days. Today is already the 4 working day and there is no money. I'll be surprised if there is something tomorrow.

Wir haben heute Donnerstag und es ist noch kein Geld da. Das Casino schrieb 3-5 Werktage. Heute ist schon der 4 Werktag und kein Geld da. Ich lasse mich mal überraschen ob morgen etwas da ist.

Thank you very much for the help. I get finally the payment 🙂

Hi Mario123,

Thank you for the update. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards

Peter