Stalling tactic with KYC

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.

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 >

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.

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.