Complaint #60 Sportaza Casino

Account reopened after Self Exclusion Sportaza

By Riko92

1 year ago

Hello everyone, I'm coming to you to ask for help. In September 2022, after losing a lot of money, I asked Sportaza to permanently self-exclude me because I'm addicted to gambling.

They did close my account permanently. However, in 2025, I received promotional emails that I still receive, and I noticed that my player account had been reopened! Being a vulnerable player, I went back to the site and lost €1,146!

I would never have lost this money if they had kept the account closed. It's not as if I had opened a second account, in which case I would have taken full responsibility; it's clearly their fault.

All they told me was that they were sorry and that it was an update that caused the account to be reopened. I asked them to refund the deposits I made when I reopened, but they haven't responded.

They said they were sorry, but that wasn't enough. Today, I'm demanding a refund of 1,146 euros, which they should never have received because I had requested the permanent closure of my account. Thank you for your help.

Disputed Casino Sportaza Casino

Reason Other

Amount €523

Discussion

AskGamblers

• Support Team

9 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Sportaza Casino management acted in accordance with their Terms and Conditions.

In addition to the above, it became clear that player agreed to the compensation offered by the casino.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Riko92

10 months ago

Now the reality is here after the reopening of my account by sportaza without my agreement while the account was permanently closed for addictions since 2023 I lost 1146 euros with supporting screen copies. and not 523 euros. 620 euros are therefore missing and this cannot be bargained for. we must correct this injustice we must not take advantage of the weakness of a man today on his knees. I am therefore waiting for the missing reimbursement of 622 euros. thank you Sportaza for the respect and collaboration I have always respected you so thank you for correcting this injustice.

Riko92

10 months ago

Good morning, I would like to intervene in order to complete the information transmitted by Sportaza to Ask Gamblers.

I would like to inform you first of all that I am in a vulnerable and ill situation. I requested reimbursement of all of the deposits, I mean all of the deposits, since March with several emails because I was in a situation of great financial distress.

No money because of the game and because of the reopening of my account by Sportaza where I lost 1146 euros. Sportaza contacted me and offered to reimburse 523 euros.

I refused and asked them to pay the full amount. They took advantage of my weakness to make me sign a waive in exchange for 523 euros. but that cannot be bargained for. they must refund the entire deposit not half.

I therefore trust sportaza to reimburse the remaining amount and the matter will be resolved. I will send you my emails, the responses to emails from sportaza. please resolve the problem quickly

Sportaza Casino

• Representative

10 months ago

Dear AskGamblers,

We kindly inform you that an e-mail was sent to you with the required information.

Kind Regards,
Sportaza team

Sportaza Casino Complaint Stats

Resolved 22 / 25

Avg. Amount $1,105

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Sportaza Casino Complaints

See all complaints for this casino

Urgent Complaint Withdrawal Not Processed and Misleading Information from Support

I am submitting this complaint again because I am having issues with the casino Sportaza.

I made a withdrawal request, which is still pending after many days. I have contacted customer support several times, and they keep telling me that the financial department is processing the withdrawal. However, their explanations are inconsistent.

The withdrawal should have been completed within three days, but more than twice that time has already passed. According to them, they are experiencing problems, but they are not providing me with a solution.

During my complaints, one agent told me that there was no withdrawal request at all, even though I can clearly see it as pending. After that, they said it was a mistake and that the withdrawal does exist, and that I need to keep waiting.

Then, another agent told me that I should cancel the withdrawal because there is an issue with the method I selected. However, the system does not give me the option to cancel the withdrawal and request a new one. When I reported this, they told me I have to wait for the request to be canceled automatically, but they do not know how long that will take.

After that, another agent told me that the request is correctly submitted and that I just need to wait for it to be resolved, and that it will be resolved.

During all these complaints, live chat agents would abruptly end the conversation, forcing me to restart my complaint two or three times each time.

At this moment, I have been blocked from accessing the live chat, and I can only communicate via email. The same people who spoke to me through live chat are now replying by email, telling me to keep waiting.

I am attaching proof that the withdrawal is still pending, as well as evidence of the times my conversations were cut off and that I have not received a proper response.

Please understand that I do not speak English and that I am using a translator to submit this complaint. I kindly ask you to consider my situation and help me resolve this issue.

Unresolved

Sportaza Closed My Account Without Any Explanation

Hello AskGamblers Team,

I am writing to file a complaint against Sportaza Casino (sportaza.com) regarding the sudden closure of my account without any valid explanation.

On October 22 2025, I tried to log into my Sportaza account but received the message:

“User is disabled by the administrator.”

I contacted Sportaza’s live support immediately to clarify the situation. The agent (Ella) asked for a screenshot of the error, which I provided. After a few minutes, she responded that my account had been closed by administrative decision in accordance with their Terms and Conditions — but no specific reason was given for this action.

I have not violated any of their rules or Terms & Conditions, and I was not notified in advance about any issue with my account. I find this extremely unfair and unprofessional.

I kindly request AskGamblers’ assistance to help me understand:

1. Why my account was closed.

2. Whether I can recover my account or at least withdraw any remaining balance (if applicable).

3. That Sportaza provides a transparent explanation for their actions.

Attached are screenshots of my chat with Sportaza support for reference.

Thank you for your help in resolving this matter.

Best regards,

Resolved

Withdrawal on Sportaza delayed for unknown reasons

Hello,

I submitted a withdrawal of 56€ on Sportaza Casino, and in their Terms and Conditions, it says that withdrawals are being processed within 3 business days, excluding weekends and public holidays.

I wrote to their Customer support and sent them an email, but they didn’t give me an answer other than that my complaint is noted.

They also delayed my withdrawal, and I submitted it on October 3rd.

It has been more than 5 business days, so I am here to resolve my case, and I want my money on my card.

Resolved

€56

Several months account still not closed

I asked Sportaza to close my account by email on June 23, 2025. No asnwer. I sent an email again on June 24, 2025. They answered June 25, 2025, asking why I want to leave and that they would like to keep me and offer me some bonuses. To which I answered that I would like my account to be closed. Then it never happened. Since I have gambling issues I am asking again for the account to be closed, again without answer so far. In their own rules, section concerning responsible gambling, they are making the promise to clouse any account upon request within 24 hours. Thus violating their own rules. I would like ask AskGamblers to help me with closing my account. Also Sportaza allowed me to deposit money after they aknowledged in written my will to immediately close the account. It would be fair to see at least for a partial refund since June. Thank you.

Resolved

Sportaza is declining my payout without a reason

It started with me having to wait a week for my withdrawal to be processed. After 7 days I got an email saying that my withdrawal had been canceled. I asked why in the chat and they told me "technical reasons". I should try again. This is a scam. I used the exact same credit card that I used for the deposits. They don't want to pay out. I feel cheated because I didn't do anything wrong. I've now requested another withdrawal, but how long is this going to take? After 7 days they will again say there are "technical problems" without giving a specific reason.

Resolved

€400

2 Months withdrawal pending

Good evening Sir, I have been facing the withdrawal issue on Sportaza website for almost past 2 months and there has been not even an explanation for the issue let alone the resolution of the issue. Whenever I try to make withdrawal, the same error is shown on the page i.e. withdrawal is restricted by group. When I contact the chat support, they keep saying the same thing that issue would be resolved soon but they don't provide a time frame. They even stopped replaying my email. I first emailed them on 8 January and latest is by 18 Feb but no help , no time frame and not even any explanation by them. Please help

Resolved

₹10,280

Funds blocked in the casino

I've been playing for months with them, I never withdraw any money and the first time I tried to that started the problems.

They asked me lot of documents which were provided and verified by them but my verification Is still in pending.. since months..

I have 5900EUR in my account and of course I can't withdraw, but I also can't place a bet, play slot or casino, I can't do anything.

Live support can't do anything for that, and they don't answer my email. they also send me an email to look for a feedback for the VIP team but they don't answer too.

Resolved

€5,900

Sportaza casino - Delay in withdrawal since 11 days

Dear AskGamblers team,

I placed a withdrawal of 52.83$ on 11 January 2025 and haven't received it yet after multiple talks with the live chat.

The live chat is useless as I reached out to them 3-4 times but they always answer the same thing again and again.

All my documents are verified and approved, still, they say there is a queue and keep delaying my payment.

Dear AskGamblers team, please do something about this sportaza Casino, this is clearly harassment as my funds are stuck there and I need them, they keep holding them without a reason.

Kindly look into this matter urgently.

Thank you

Resolved

$53

Endless verification process

Dear AskGamblers,

I have lately had problem getting my account verified with Sportaza. Problem is that they keep rejecting documents for source of funds even it meets standards they have set beforehand. As seen from screenshot image they are asking for documents showing activity of investment account which was used to top-up my bank account and then top-up Sportaza account. At first I submitted them transactions1 file which met requirements set beforehand. However they rejected file. As seen in emails 1, 2 and 3 they say that file should have all transactions, but somehow they couldnt answer how that file didn't have all transactions. Instead they were asking document in form of bank statement. Then I asked my investment bank make bank statement of my account and submitted transactions2 file. Again file was rejected without explanation even it met again all requirements set beforehand and I had to even pay 20€ for this document. Sportaza should accept transactions2 as it clearly meets all preset requirements and let me withdraw my funds.

Best regards

Resolved

€500

It has been over 1 month since I requested a withdrawal

According to Sportaza's "terms of service" which I agreed to funds should be released in 3 business days. It has been over 1 month since I requested a withdrawal. I have yet to receive my funds. Support does not give any details why funds are delayed and no progress has been made. This casino has a history of this activity and should be avoided.

I need my funds released immediately.

Resolved

€260