Sportaza Casino - Igrački nalog je zatvoren.

Hello so this morning I wanted to log in to my sportaza account. By logging in they tell me "your account has been blocked by the administrator" I contacted the quick chat who explained to me that my account was blocked because I did not fill out the KYC within 30 days and that because of that my account was blocked and that I could not recover the money that was on the accounts. I have all the information to prove that it is me, at no time did they warn me that within 30 days the money would disappear. I would absolutely like to get this money back because I need it. I ask you for help to help me get my money back I beg you. I sent an email to sportaza and I am currently waiting for their response.

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Dear bluezoxxxx,

Thank you for submitting your complaint. We are sorry to hear about the issue you are experiencing.

Please note that KYC (Know Your Customer) is a standard and essential procedure used by casinos to verify that funds are paid to the rightful account holder. As operators cannot physically verify players’ identities, this process serves as the primary method of completing identity checks. Licensed and reputable casinos take this obligation seriously, and the verification process may take several working days to complete.

To better understand your case, we kindly ask you to provide clarification on the following:

• Which types of games did you primarily play (e.g. slots, live casino, sports betting)?
• Have you previously submitted any KYC documents? If so, when?
• Did you receive any notifications or reminders regarding the KYC process before your account was blocked?

Your cooperation will help us review the situation more effectively and work toward a resolution.

Thank you in advance for your reply.

Kind regards,

Petra

Hello,

Thank you for your response.

I mainly played casino games (blackjack and slots).

Yes, I did receive emails regarding the KYC process. However, these communications did not clearly state that failing to complete the verification within a specific timeframe would result in the permanent loss of my remaining balance.

There was also no clear or prominent warning within my account interface about such a consequence.

Additionally, the casino allowed me to deposit, play, and even successfully withdraw €600 before requesting verification, which makes the final decision to withhold my remaining balance seem inconsistent and unfair.

I would also like to point out that according to section 5.3 of the Terms and Conditions, it is stated that the account may be closed if documents are not provided within the required timeframe. However, there is no clear statement that the remaining balance would be permanently confiscated. For this reason, I believe the refusal to pay the remaining balance is disproportionate.

I have fully cooperated and provided the requested documents, and I believe that refusing to pay the remaining balance is unfair.

Thank you for your assistance

Thank you for your reply and clarification.

According to section 5.3 of the Terms and Conditions, the casino reserves the right to withhold payments, suspend the account, and permanently close the account if the requested documents are not provided within the required 30-day timeframe. Based on this wording, the casino may consider the balance unavailable until the verification process is successfully completed.

To better assess the situation, could you please clarify the following:

* Are you currently able to log in to your account?

* Did you accumulate your winnings with or without an active bonus?

* Did you provide all the required documents as soon as possible and in the correct format, and if no, what was the reason for the delay?

* What other communication have you had with Sportaza regarding this issue?

You can send me all the relevant documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you in advance for your cooperation.

Hello,

Thank you for your reply.

1) I am currently unable to access my account because it has been permanently closed by the casino.

2) My balance was not related to any active bonus. It was money that I personally deposited and won through regular casino play, and I gradually increased my balance to approximately €1200 this way.

3) I provided all the requested documents as soon as I became aware that they were necessary in order to recover my remaining balance. The delay happened because I had taken a break from the casino and did not realize that the documents had to be submitted within a specific timeframe.

During this entire period, I still had access to my account and was able to continue playing normally without any restriction or clear warning displayed directly on the platform.

4) After discovering the issue, I contacted Sportaza several times, explained the situation, and fully cooperated by providing the requested KYC documents. However, the casino repeatedly informed me that the account closure was final because the 30-day deadline had passed.

I would also like to point out that section 5.3 mentions account closure and suspension, but it does not clearly state that the remaining balance would be permanently confiscated.

Thank you again for your assistance.

Thank you for your reply and for providing the previous details, bluezoxxxx.

• Could you please provide any additional evidence that woul support your case?
• Additionally, could you clarify whether you informed the casino that you wanted to take a break from gambling or requested any responsible gambling measures/self-exclusion? If so, please let us know the reason provided to the casino and what their response was.

Please note that according to the casino’s Terms and Conditions, players are required to provide requested verification documents within 30 days. The casino also states that, depending on the circumstances and complexity of the case, additional time for verification may be required. Therefore, we would like to better understand the timeline and communication between you and the casino regarding your verification process.

Thank you again for your cooperation.

Hello,

Thank you for your reply.

I did not request any self-exclusion, responsible gambling measures, or account suspension from the casino. When I mentioned taking a break, I simply mean that I stopped playing for a period of time on my own initiative. During that period, I still had access to my account and was able to log in and play normally without any restriction or clear warning displayed on the platform.

As additional evidence, I can provide screenshots of my communications with the casino, including their confirmation that the account was closed due to the 30-day verification deadline.

I have also provided a screenshot showing the remaining balance that was still available in my account before it was permanently closed.

The discussion between them and me was repeated and they gave me the same answer every time

Regarding the verification timeline, I only fully understood the seriousness of the situation and the impact on my remaining balance after attempting to access my funds again. Once I understood this, I submitted the requested KYC documents as soon as possible and fully cooperated with the casino.

I would also like to emphasize that the balance was accumulated through my own deposited funds and regular gameplay, not through bonus abuse.

Thank you again for reviewing my case.

Dear bluezoxxxx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear bluezoxxxx,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Sportaza Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Sportaza Casino,

Please provide detailed information regarding the player’s issue. In particular, we would like to understand why there has been no response to the player’s ongoing communication, what is causing the delay in completing the verification process required for the withdrawal, and what is the current status regarding the account access and its possible reinstatement.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.