Complaint #73 Sportaza Casino

Urgent Complaint Withdrawal Not Processed and Misleading Information from Support

By Alecitosz

2 months ago

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.

Disputed Casino Sportaza Casino

Reason Delayed payment

Amount 90

Discussion

AskGamblers

• Support Team

2 months ago

Dear Sportaza Casino,

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.

Alecitosz

• 1 reviews

2 months ago

The withdrawal amount is $90. I have attached screenshots with all the relevant information; however, they are in Spanish, and I am concerned my claim might be rejected as I am not sure who else to contact regarding this matter.

AskGamblers

• Support Team

2 months ago

Dear @Alecitosz,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint 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

Withdrawal problem and account blocked

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.

56h left

zł8,542

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

Account reopened after Self Exclusion Sportaza

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.

Resolved

€523

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