Sportaza Casino - Račun igrača je zatvoren, a sredstva zadržana.

I am submitting this complaint against Sportaza Casino regarding the unjustified closure of my account and the confiscation/withholding of my remaining balance of 10,542 PLN.

Chronology of Events:

Account Creation: I registered my account at Sportaza at the end of 2025.

Activity: 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.

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

Withdrawals: 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).

The Issue: 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."

Account Closure: 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 10,542 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 10542 PLN.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sportaza Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When was your account verified?
• What games did you play to accumulate your current winnings? (slots, live games, betting on sports)
• Did you achieve your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the closure of your account and confiscation of your balance? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Player's message:

Dear Tomas,

Thank you for taking up my case. Here are the answers to your questions:

When was your account verified? My account was fully verified via the KYC procedure around April 2026. All my documents were accepted, and the verification status was confirmed as successful.

What games did you play to accumulate your current winnings? I accumulated my winnings primarily through sports betting. I also played casino games (slots) a few times, but the vast majority of my balance comes from betting on sports.

Did you achieve your winnings with the help of a bonus? No, I did not use any bonuses or promotional offers. All my gameplay was conducted strictly using raw cash deposits.

Communication with the casino / Screenshots: Regarding your request for screenshots of my account or transaction history: my account at Sportaza has been completely blocked by the administration. I cannot log in at all, so I am unable to take screenshots of my internal casino profile or wallet.

However, I am forwarding the emails I exchanged with Sportaza support (including their final message stating that my account is blocked and the remaining 10,542 PLN is non-withdrawable) to your email address: tomas@casino.guru.

Thank you for your help, and I look forward to your mediation.

Thank you for your reply, Sanmah.

I’m sorry to say I don’t have good news. If your account was blocked after placing predominantly sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or its explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.