Endless verification process

I am submitting this complaint against Sportaza Casino regarding the unjustified closure of my account and the confiscation/withholding of my remaining balance of 8,542 PLN.

I registered my account at Sportaza at the end of 2025.

I played regularly for about six months, focusing primarily on sports betting and occasionally playing casino games. I did not use any bonuses or promotional offers; all my gameplay was conducted strictly with raw cash deposits.

My account was fully verified via the standard KYC (Know Your Customer) procedure. All documents were approved, and my identity was confirmed.

After generating some winnings, I initiated the withdrawal process. Due to the casino's daily/transactional limits, I withdrew 2,000 PLN three times successfully (6,000 PLN in total).

After those three transactions, the remaining withdrawal requests stalled. When I contacted customer support to ask for an explanation, I was assured that everything was fine with my account and the delay was merely due to a "payout queue."

I waited patiently since May 2026. After a long period of no progress, I requested a follow-up intervention from their support team. In response, I was informed that my account had been permanently blocked and the remaining funds were non-withdrawable.

The casino failed to provide any valid reason, explanation, or specific terms and conditions that I allegedly violated. They simply chose to stop paying out my legitimate winnings without justification, keeping 8,542 PLN of my money.

Since I have strictly adhered to all the rules, passed KYC, and avoided bonuses, there is no legitimate ground for the casino to withhold my funds. I am asking AskGamblers to mediate this case and help me recover my remaining balance of 8,542 PLN.

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.

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,

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.

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.

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.