Sportaza Casino - プレイヤーの賞金はブロックされ、アカウントはロックされます。

Good morning,

Sportaza has locked my gaming account, on which I still had 259.90 euros blocked. They only refunded me 10 euros, and didn't provide any valid explanation, simply telling me that I violated the terms and conditions, but didn't give me any other details to reference.

I would like them to explain what I violated, and if they can't provide a valid reason, I would like to get back the money that is still in the account and is no longer usable after all these months.

Initially, they refused to let me withdraw via crypto, telling me I had to deposit by credit card. Obviously, I only deposited 10 euros with a card, then they allowed me to withdraw up to 500 euros from my account and blocked the remaining balance, without providing any explanations.

At the beginning, they denied me the welcome bonus without giving any explanation. So, I don't see what rule I have violated. I simply bet my own money and won, and then found my winnings blocked without reason.

I have attached every email and withdrawal I have had with customer support.

buongiorno,

Sportaza mi ha bloccato il conto gioco su cui avevo ancora 259.90euro bloccati e di cui mi hanno rimborsato solo 10euro, senza darmi nessuna valida spiegazione, dicendomi solo che ho violato i termini e condizioni, ma senza darmi nessun dato a cui fare rifermento.

Vorrei che mi spiegassero cosa ho violato e se non sanno darmi un valido motivo vorrei riavere dopo tutti questi mesi i miei soldi rimasti sul conto e non piu utilizzabili.

Mi negarono all'inizio il prelievo via crypto dicendomi che dovevo depositare via carta di credito, ovviamente ho depositato solo 10euro con carta, poi mi hanno dato la possibilità di prelevare fino a 500euro dal mio conto e il restante saldo lo hanno bloccato, senza darmi spiegazioni.

Mi negarono all'inizio il bonus benvenuto senza darmi spiegazioni, quindi non vedo quale regola io abbia violato, ho semplicemente scommesso miei soldi e vinto, per poi ritrovarmi con le vincite bloccate senza motivi.

Vi allego ogni email e prelievo che ho avuto con il supporto clienti.

Dear angelopelosi1995,

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. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

I registered on 11/27/2023, you think you have verified your gaming account, also because I deposited by card or bank transfer.

I mainly played sports betting and sometimes live casino.

They completely denied me the ability to use the welcome bonus, so I did not use bonus funds.

They authorized a withdrawal of €500, after which I no longer bet because I wanted to withdraw everything and not bet for a while, the next withdrawal of €259.90 was refused, closing my gaming account and refunding me only 10 € on €259.90.

Mi sono registrato il giorno 27/11/2023, credi di aver effettuato la verifica del conto gioco, anche perche ho depositato con carta o con bonifico bancario.

Ho giocato prevalentemente alle scommesse sportive e qualche volta al casinò live.

Mi hanno completamente negato la possibilità di utilizzare il bonus di benvenuto, quindi non ho utilizzato fondi bonus.

Mi hanno autorizzato un prelievo di 500€, dopo il quale non ho più scommesso poiché volevo prelevare tutto e non scommettere per un po’ di tempo, il prelievo successivo di 259,90€ è stato rifiutato, chiudendomi il conto gioco e rimborsandomi solo 10€ su 259,90€.

How soon will I receive a response from Sportaza?

Entro quanto tempo riceverò una risposta da Sportaza?

Thank you very much, angelopelosi1995, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello there,

Thank you angelopelosi1995 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sportaza Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

I had bet on both sports and casino.

What I didn't understand is why they allowed me to withdraw €500 and then blocked the next withdrawal, between the two withdrawals from what I remember I no longer bet money on the site.

Avevo scommesso sia sullo sport che nel casinò.

Quello che non ho capito è perché mi hanno permesso di prelevare 500€ e poi bloccato il successivo prelievo, tra i due prelievi da quello che ricordo non avevo più scommesso soldi nel sito.

Dear Customer,

Thank you for reaching out.

We are looking into your case and we will get back with an update soon.

We appreciate your patience!

Best Regards,

Sportaza

Dear Peter,

We sent you an email with the explanation and details of the case. Looking forward to hearing from you.

Best Regards,

Sportaza

Could I know the details too since they concern me personally?

The money deposited in your casino is mine!!!

Potrei sapere i dettagli anche io dato che mi riguardano personalmente?

I soldi depositati sul vostro casinò sono i miei!!!

Could I get a reply? I would also like to know why you withheld €249 of MY money! Without even offering me the welcome bonus foreseen by your T&Cs!

Potrei ricevere una risposta? Vorrei anche io sapere per quale motivo vi siete trattenuti 249€ dei MIEI soldi! Senza nemmeno offrirmi il bonus benvenuto previsto dai vostri T&C!

Thank you for the explanation Sportaza Casino representative. I have responded to your email and am looking forward to your response!

Dear angelopelosi1995 I will keep you updated about any further developments. Thank you for your patience during this time!

Dear Peter,

We replied to your email. Looking forward to hearing from you.

Best Regards,

Sportaza

Could I be updated too???

Potrei essere aggiornato anche io???

Thank you for the clarification Sportaza Casino representative.

Dear angelopelosi1995, I apologize for the delay but I wanted to review the information with my colleagues and we came to a conclusion. The casino has provided us with a statement for the game provider with evidence that you have engaged in fraudulent activity. Unfortunately due to this reason we won't be able to assist you further in this matter and your complaint will subsequently be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter