Complaint #5 Sportzino Casino

I have been waiting 10 days for a redemption from Sportzino

By Lilmeanfraggle

1 year ago

I won 200 SC on Sportzino on Oct 30th. It sat for 5 days in "processing" so I opened a ticket. "Arya" responded and said it was because of new game launches and more redemptions than normal and to give them 3 days. That same night, I won another 400 SC and it changed to processing on Nov 5th. On Nov 7th, I opened a new ticket and asked for them to please find out why they were stuck in processing. They said they would investigate and let me know. It's been an additional two days and still nothing, still stuck in processing and no response. I am fully verified and have had several promt redemptions in the past. Nothing has changed with my name, bank or address, phone number or email.

Disputed Casino Sportzino Casino

Reason Delayed payment

Amount $600

Discussion

Lilmeanfraggle

1 year ago

After two failed re-verifications and absolutely no acknowledgment of the issue where THEY changed my name, not me, and my name on my ID, utility bills and bank statement are the name that is verified and they should have NEVER changed it to my Facebook name (hypahated eith my maiden name); Lilly responded telling me that I could attempt to reverify if I wanted to, but only with a new established bank, and that I needed to read their terms and conditions, insinuating that I had somehow violated their terms and conditions because THEY changed my name without notice.

They refuse to verify me. There's no hope for a redemption. I asked them to close my account. Horrible casino, horrible customer service and a horrible experience.

Lilmeanfraggle

1 year ago

I finally received a response. They are claiming my bank rejected the deposit. This is because they processed it via my unverified Facebook name instead of my KYC verified legal name. I originally set my account up with all of my legal information and verified it. Months later, they offered 1 SC to connect via Facebook. My Facebook name has my name hyphanated with my maiden name. Sportzino changed my KYC verified identity to an unverified Facebook identity without my permission or knowledge. My bank will reject any deposit not in the name matching my account. Now, Sportzino is demanding a NEW, ESTABLISHED bank account, which I do not have, in order to re-do my KYC. This is unreasonable for a few reasons. 1. Most people do not have a secondary established bank account. 2. I didn't request the name change and Sportzino did this on their own, without notice and without verification. If they would just change my name back to WHAT IS VERIFIED and processed the redemption, it woul go through.

Let this be a warning; DO NOT CONNECT YOUR FACEBOOK IF IT DOES NOT HAVE THE SAME EXACT NAME (no middle names or hypanated names) because Sportzino WILL change it in their system and you will not receive any redemptions. This is 600 SC I will never receive and I feel like it's unfair, unreasonable and unnecessary.

AskGamblers

• Support Team

1 year ago

Dear Sportzino 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.

Sportzino Casino Complaint Stats

Resolved 0 / 5

Avg. Amount $1,447

Avg. Complaint Duration 6 days

Avg. Response Time 4 days

Sportzino Casino Complaint Summary

Most user complaints about this operator fall under the Accounts Handling category.

So far, 0 out of 2 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Sportzino Casino Complaints

See all complaints for this casino

Stalling tactic with KYC

To the Sportzino Management Team,

I am filing this formal complaint regarding my pending withdrawal of $570.68.

I have acted in complete good faith to satisfy your security requirements. To date, I have provided seven (7) separate legal and financial documents to verify my identity, residency, and financial accounts. This exhaustive list includes government-issued identification, biometric verification, and multiple certified bank records from various institutions.

Despite this overwhelming proof of identity and ownership, my withdrawal remains withheld. The continued demand for additional documentation—after seven successful submissions—is no longer a standard security check; it has become an unreasonable barrier to accessing my legitimate funds.

I request that my account be fully cleared and my withdrawal processed immediately.

Unresolved

$591

Complaint regarding account lockout and withheld winnings

I am filing this complaint regarding Sportzino’s handling of my verified account and the funds I won fairly through their platform.

I initially signed up for Sportzino, completed the required identity verification, and used their sports betting feature. After some successful wagers, I accumulated winnings of approximately $6,000. I submitted a redemption request, expecting the funds to be processed normally.

However, the next day, my account was locked. A pop-up prompted me to contact support, and I received an email stating that my account had been selected for a “random review,” despite having already completed verification just a few days earlier.

Since then, over a week has passed with no updates or meaningful communication. I have submitted multiple support tickets, but they are now being automatically closed without response, leaving me with no direct line of contact with Sportzino. As of now, I have no access to my account or the funds I rightfully won.

I believe this handling is both unethical and unfair, and I am requesting immediate assistance in either reopening communication with Sportzino or launching a formal investigation into their practices.

I hope this matter can be resolved promptly and fairly. If needed, I am prepared to provide documentation of my account activity, verification, winnings, and all correspondence with Sportzino.

Thank you for your attention to this matter.

Unresolved

$6,000

Unresolved Issue and Lack of Transparency

Dear AskGamblers Complaint Team,

I am submitting this complaint regarding an unresolved issue with my ticket #3288689596 on the Sportzino Casino and Sportsbook website. I believe I have provided sufficient proof and details to support my claims and seek a fair resolution. Below are the details of the situation:

Description of the Issue

The ticket was originally graded as a "prediction win," which was accurate based on the event outcomes. However, the status was later changed to "additional debit," and I have not received my winnings. This is highly unusual because, in the past, any lost bets on this platform have been labelled as "prediction lost," not "additional debit."

When I contacted customer support, I was informed that event outcomes were resettled according to official statistics. However, after reviewing the official statistics (ESPN Match Stats), I found no changes to the event results that would justify such an adjustment.

Proof and Evidence Provided

Attached screenshot of the ticket showing the "additional debit" status. See link: https://imgur.com/a/ask-gamblers-5bp7ukS

Link to official match statistics confirming no changes in the outcomes (ESPN Match Stats).

Copies of the generic responses from customer support, which failed to provide meaningful clarification or resolve the issue. See link for screenshots: https://imgur.com/a/gf9zEky

My Expectations

A clear explanation of why the ticket status was changed to "additional debit."

Verification of the official event outcomes and confirmation that they align with my ticket’s original grading.

Immediate release of the winnings I am entitled to if no errors are found in the event outcomes.

Additional Information

It has been over 2 days since I first reported this issue, and despite following up multiple times, I continue to receive generic responses from customer support. I have refrained from making any accusations that cannot be substantiated, and I am providing all relevant facts and proof to assist with the resolution.

I kindly ask that this matter be reviewed urgently. If any additional information or clarification is required, I am happy to provide it promptly.

Thank you for your time and assistance.

Sincerely,

< first name removed >

Unresolved

$47

Sportzino refuses to exclude my account

Well, I wrote this once before, but then after creating my account, it says I have zero active complaints.

7 - 8 months ago I spent several weeks trying to get Sportzino to close my account. After a long arduous fight, they finally claimed they would.

I got this message back from them

Hi Jeremiah,

I would like to inform you that the self-exclusion procedure may require up to 24 hours to be completed. Once the self-exclusion has been fully processed, you will receive a notification from us confirming its successful implementation.

Please note that it can take up to 48 hours for email services to completely stop. While we strive to remove your email from our mailing lists promptly, it is possible that you may receive emails from us during this transitional period. We apologize for any inconvenience this may cause and appreciate your patience and understanding.

We appreciate your cooperation and understanding.

Sincerely,

Arya

Customer Support Representative

Sportzino™

Need assistance?

Contact our 24/7 Support Team: [email protected]

Website: sportzino.com

Which I took to mean the problem was resolved. Over the last week, I have been able to log in, deposit, and gamble.

I have emailed them again to no avail and have now reached out to the ACA. I am also reaching out to you to see if you can do something about them.

If this avenue fails I will have no choice but the involve legal counsel to deal with this casino.

I have been able to exclude myself from all other casinos, even Stackr which is a bloody nightmare as well.

Unresolved