Complaint #19 Sportaza Sportsbook

Account verification and withdrawal delay

By Vivien55

6 months ago

I am filing this complaint because Sportaza has been delaying my account verification (KYC) for 10 days now. I have a pending withdrawal of 150,000 HUF.
I have submitted all the requested documents and followed every instruction. I have contacted Live Chat multiple times, but I only receive canned responses stating that the verification is "under process." I have also sent several emails to their support team, but I have received no reply at all.
It has been 10 days without any progress or concrete information. I feel that the casino is intentionally stalling my payout. I would like to ask AskGamblers to help me speed up the verification process so I can receive my funds.

Disputed sportsbook Sportaza Sportsbook

Reason Delayed payment

Amount Ft150000

Discussion

AskGamblers

• Support Team

6 months ago

Dear Sportaza Sportsbook,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Sportaza Sportsbook Complaint Stats

Resolved 3 / 12

Avg. Amount $537

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Sportaza Sportsbook Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 1 out of 6 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 7 days.

Sportaza Sportsbook Complaints

See all complaints for this sportsbook

Constant cancellation and delaying of payment

I am creating complaint of delaying payment. Sportaza has been frustrating to work with since they provide cancellation reasons but cannot clearly solve it. All they tell me is that my withdrawal gets cancelled for numerous different reasons. The first couple of times it was system malfunction and now they accuse me of canceling it myself, which isn't the case. After the "system malfunctions," they asked me to use different withdrawal methods which clearly didn't work either.

Here is attached all the transaction history. Unfortunately they won't provide the chat history from prior time but I am sure they have it if you ask them.

Unresolved

€110

Breaking their TOS

I had a dispute with Sportaza where, in my view, they did not follow their own Terms & Conditions.

I placed a player prop bet: Player Over 1.5 Shots on Target SOT. The player did not start the match (was not in the starting XI) and only came on as a substitute. According to Sportaza’s published rules, player statistics markets (including player shots / shots on target) should be settled as VOID if the listed player is not in the starting lineup (stake returned). This is stated in their T&C, section 16.6.8.

Despite that, my bet was settled as LOST. I contacted support and they replied: “the player did not start from the first minute but he played in this match” and that they “cannot do more.” This response ignores the relevant clause in their own rules and they refused to correct what appears to be an incorrect settlement.

This experience seriously damages trust. I recommend being cautious and keeping screenshots of the bet slip and official lineups if you use this bookmaker.

Unresolved

€50

2k in bonuses not received

On the 13th of December I received a mail from my VIP manager for a deposit bonus of 60 percent up to 3000 euro in bonuses. I made 5000 euro in deposit to fully enjoy this offer.

On the 13th and 14th i mailed both [email protected] and [email protected] to add my bonuses without any responses.

On the 16th i got contacted by someone stating she was my new VIP manager, and as the offer on the 13th came not from here, she couldn't apply the bonuses.

I have reached out [email protected] as well but without response.

Unresolved

€2,000

Repeated Withdrawal Delays and Cancellations

have had ongoing withdrawal problems with Sportaza for about two weeks. I have made two withdrawal attempts that were both rejected/cancelled by Sportaza, and I am now on a third attempt.

Attempt #1: €344 via Zimpler → rejected/cancelled by the casino (they mentioned a “technical error” / payment provider issue).

Attempt #2: €500 via Nordea bank withdrawal → rejected/cancelled again (casino claimed a technical issue with the Nordea method).

For both attempts, the processing time took 4 business days each, which exceeds their stated 1–3 business days, and then the funds were returned to my casino balance without a clear explanation. Livechat-agents says everything looks fine in my account and just make a new withdrawal reguest.

Attempt #3 (currently pending): €500 via bank transfer (third different method).
Date submitted: 11.12.2025
Transaction ID: 87c204a5-5ea7-452a-92ca-59f397f977cc

I am filing this complaint now because based on the previous two attempts, I strongly expect it will again exceed the promised timeframe and then fail without a proper reason.

The casino support has been unhelpful. Live chat has not provided a concrete explanation or resolution and has mainly advised generic troubleshooting steps such as using Chrome, clearing cache and cookies, and trying a different device when submitting the withdrawal.
These suggestions do not address the actual issue, as the withdrawal requests were successfully submitted but later rejected or unsuccesfull by technical error by the casino after several business days. I have contacted live chat over 10 times and also sent emails, without receiving meaningful assistance or a clear timeline.

Additional context:
• I have successfully withdrawn from this account in 2022.
• My account does not require verification; I started playing this time using a strongly authenticated bank transfer deposit.
• I currently have about €600 remaining in my casino balance, but as a low-level player my maximum withdrawal per transaction is €500, so I cannot withdraw the remaining funds until this €500 withdrawal is resolved.

I am requesting AskGamblers’ assistance to get the pending withdrawal processed with highest priority and to receive my funds without further delays or repeated “technical error” cancellations. Based on my experience, it appears that these repeated delays may be intended to discourage withdrawal and push me to continue playing the funds instead of receiving them.

Resolved

€600

Casino won't help or give info about unsuccessful logging

I use sportaza for sportsbook betting. I have had trouble logging in with my bank id.

It just says "401("error" site missing for merhcant market"). When i go to customer support they say the same thing all the time .

"I had forwarded this to the right department" and when i ask for more info they say then cant tell me and i will get a e-mail with the info.

It has now been over 72 Hours since my first contact and i still have 0 info why i get this error nor what i can do to fix.

When I ask if they have trouble on the site I get 0 info again. I asked the customer service if they can withdraw my funds since I can't log in and they say the exact same phrases they have been told. " sorry i cant help, wait for the e-mail.

I have ruffly 170 euro in this site atm.

Resolved

€170

Sportaza closed my account without reason and will not refund my deposits

Hello,

I would like to submit a complaint against Sportaza.com.

I deposited a total of €300 of real money. Around 1 month later, Sportaza permanently closed my account.

I contacted their support multiple times, asking for a clear explanation. I even asked for my account to be reopened so I could continue playing normally, but they refused and said the decision was permanent.

The only answer I received was that the account was closed due to an “administrative decision”, without any specific explanation or details. After that, they stopped responding to my emails.

I never violated any Terms and Conditions. I never received any warning or notification of any issue with my account.

Before the closure, my balance was approximately €840 in Sportaza balance. Since I no longer have access, I cannot take a screenshot.

Because my account is permanently closed and I cannot use the services anymore, I requested a refund of my €300 real-money deposit, but no solution was provided.

I am requesting the refund of my €300 deposit.

I have attached proof of my initial deposit. I can also provide the email communication files, however the form does not allow me to upload them. I tried different formats (PDF and JPG) but it still does not accept the files. I can immediately provide them if you give me an alternative way to send them.

Thank you,

< full name removed >

Unresolved

€840

Complaint regarding the unjustified closure of my account and non payment of my winnings

I am submitting this complaint concerning the unjustified closure of my Sportaza player account and the non-payment of my winnings, despite several attempts on my part to contact you, all of which have remained without any concrete resolution.

My account was closed without any clear explanation, even though I had several winning bets at the time, including:

-Tennis: victory of Tallon Griekspoor against Brandon Nakashima (winning bet);

-Tennis: victory of Alejandro Davidovich Fokina against Jenson Brooksby (winning bet);

-NBA (combined bet): victory of Oklahoma City Thunder against Houston Rockets, and Los Angeles Lakers +10.5 handicap against Golden State Warriors (winning bet as well).

Since the closure of my account, I have contacted customer support several times to recover my winnings. Unfortunately, the responses I have received remain vague and repetitive, with no real progress, giving the impression that you are deliberately stalling the process in order to gain time and avoid paying me the funds that are rightfully mine.

Unresolved

Sportaza did not pay out winning

The Sportaza betting office does not want to pay me money.

On September 21, 2025, I requested a payout. It was Sunday, the weekend. The request only starts on Monday and the two following days, which is Tuesday.

It took three working days, and we did not receive anything within three working days.

Today is the 6th day, and I still have not received anything in my account.

I wanted to contact you for help. If it were possible to resolve this case, they also deactivated my account. I cannot log in to my account.

Best regards,

Resolved

Kč12,000

Not paying my withdrawal

I deposited $200 in Sportaza for the welcome sports bonus. they constantly changed what i had to do to win the bonus

however i was able to win $605 and made a withdraw request on 19/09 and was told i would have themoney in under 3 business days it's now 26/09 and i am still recieving the same generic messagues about them doing their best to get me my money asap i feel like they are never going to pay

this is the first time i have run into an issue like this and do not know what to do. thanks for any help i can get

Unresolved

€605

Withdrawal Delay Beyond Terms and Conditions

Dear AskGamblers Team,

I am writing to formally lodge a complaint against Sportaza regarding an unresolved withdrawal issue that has now exceeded the timeframe stated in their own terms and conditions.

On April 28, 2025, I initiated a withdrawal of $36.92, which is clearly visible as “Pending” in my account history (screenshots attached). As per Sportaza’s own T&Cs, withdrawals are to be processed within 3 business days. Today is May 2nd, 2025, marking the 4th business day, yet my funds remain unpaid without any concrete resolution.

I contacted their support (see chat screenshot attached), and the only explanation offered was that there was a "holiday yesterday" which supposedly delayed processing. However:

This excuse does not justify breaching their clearly stated processing window.

No advance notice of such a holiday was given, and other users are likely affected as well under the same poor excuse of "high withdrawal volume."

This level of unprofessionalism and lack of transparency is unacceptable. I have been patient, but it is clear that Sportaza is now in breach of its own obligations.

I am requesting AskGamblers' support to help escalate this matter and pressure Sportaza to immediately process my pending withdrawal.

Attached:

Screenshot of the pending withdrawal in my account

Chat transcript with customer support (showing dismissive and vague responses)

Thank you for your assistance in resolving this matter promptly.

Unresolved

$37