Sportaza Casino - Das Konto des Spielers wurde geschlossen.

Sportaza has permanently closed my account, saying it is suspicious with a balance of €7000. What exactly is happening, guys? Is it possible? This is tragic to say the least! What can happen now??

Το Sportaza έχει κλείσει οριστικά τον λογαριασμό μου με λόγο, πως ειναι υποπτος με υπόλοιπο 7000€. τι ακριβως γινεται ρε παιδια? ειναι δυνατον? αυτο ειναι τουλαχιστον τραγικο! τι μπορει να γινει τωρα??

Dear terzixry,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide more information regarding the following questions:

• When did you first notice that your account was closed?
• Have you received any specific communication from Sportaza regarding the reason for the account closure?
• Have you attempted to contact their customer support? If so, what was their response?
• Did you complete all necessary verification steps before the account was closed?
• What types of games did you play?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

• The account was closed today.
• No, no one has contacted me.
• Yes, I haven't received any response.
• I didn't close my account, they closed it.
• I played Aviator and slots

I tried to log into my account again and it tells me that it's an incorrect name or password, which is not an error, something wrong has happened on your part! It's not possible with so much money in my account and it's been blocked, it's completely unacceptable!

• Ο λογαριασμός έκλεισε σήμερα
• Όχι δεν εχει επικοινωνήσει κανείς μαζί μου
• Ναι, δεν έχω λάβει καμία απάντηση
• Δεν έκλεισα εγώ τον λογαριασμό μου τον έκλεισαν
• Έπαιξα Aviator και φρουτάκια

Προσπάθησα να μπω στον λογαριασμό μου ξανά και μου λέει πως είναι λάθος όνομα ή κωδικός, τα οποία όμως δεν είναι λάθος, κάτι λάθος έχει πάει από εσάς! Δεν είναι δυνατόν με τόσα χρήματα στον λογαριασμό μου και να έχει μπλοκαριστεί, είναι άκρως απαράδεκτο!

How can you see it? Do I need to tell you my email or username?

Πως μπορείτε να το δείτε? Πρέπει να σας πω e-mail ή όνομα χρήστη?

Sportaza has permanently closed my account, saying that I contacted them to close it with a balance of €7,000. That I or anyone would close their account on their own with a balance? I asked them to send me the recording of our conversation, since everything is recorded, to see if I sent it. Nothing like that ever happened! I went in to play and suddenly it wouldn't let me in. And now they're not even answering.

Το Sportaza έχει κλείσει οριστικά τον λογαριασμό μου λέγοντας πως εγώ επικοινώνησα μαζί τους για να κλείσει με υπόλοιπο 7000€. Οτι εγώ ή ο οποιοσδήποτε θα έκλεινε μόνος του τον λογαριασμό του με υπόλοιπο μέσα? Ζήτησα να μου αποστείλουν την καταγραφή της συνομιλίας μας εφόσον όλα καταγράφονται να δούμε αν έστειλα εγώ. Δεν έγινε ποτέ κάτι τέτοιο! Μπήκα να παίξω και ξαφνικά δεν με άφηνε να μπω. Και τώρα δεν απαντάνε κιόλας

Please forward me all the communication between you and the casino regarding the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

I'm forwarding the entire conversation to you.

Σας προωθώ όλη την συνομιλία

Thank you for your email. I can see that you contacted the casino customer support on 17 June with a request to re-open your account and stating that you do not suffer from gambling addiction. When exactly did you create your account and when exactly was it closed for the first time?

Have you contacted the casino prior to 17 June with a request to self-exclude yourself due to gambling problems?

The account was opened about a month ago and closed two days before the email that their support suggested I send, this message was suggested to me by the online support of the casino in question plus I should mention that this is exactly what happened to the account, I have not contacted them before because it was not necessary, I simply made withdrawals by bank transfer of my winnings until suddenly one day I could not make a withdrawal with a current balance in the account of €7,000 and when I asked why they said that I requested it, (as you can see in the email), which never happened! Why should I ask to close my account when I had €7,000 in it?? All of this is highly unacceptable, illegal and manipulative on their part!

ο λογαριασμός άνοιξε πριν ένα μήνα περίπουκαι ΄έκλεισε δυο μέρες πριν το μειλ που μου πρότεινε το σαπορτ τους να στείλω, το μήνυμα αυτό μου το πρότεινε το online support του συγκερκιμένου καζίνου συν να αναφέρω ότι ακριβώς έγινε με τον λογαριασμό, δεν έχω επικοινωνήσει πιο πριν μαζί τους γιατ΄ί δεν χρειάστηκε, έκανα απλά αναλήψεις με τραπεζικό έμβασμα τα κέρδη μου ώσπου ξαφνικά μια μέρα δεν μπορούσα να κάνω ανάληψη με τρέχον υπόλοιπο στον λογαριασμό 7.000€ και όταν ρώτησα γιατί είπαν πως εγώ το ζήτησα, (όπως βλέπετε στο μειλ), πράγμα το οποίο δεν έγινε ποτέ! Γιατί να ζητήσω να κλείσει ο λογαριασμός μου ενώ μέσα είχα 7.000€?? Όλο αυτό είναι άκρως απαράδεκτο, παράνομο και χειριστικό από μέρους τους!

Thank you very much, terzixry, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello terzixry, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the closed account. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Sportaza Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

thank you very much! What do you mean by "why is this player's withdrawal request taking longer than usual?"

ευχαριστώ πολύ! Τι εννοείτε με το "γιατί το αίτημα ανάληψης αυτού του παίκτη διεκπεραιώνεται περισσότερο από το συνηθισμένο;"

Hello terzixry,

Thank you for contacting our team.

After examining your account, we found that you submitted a request to close it on July 16th. As part of our protocol, we notify you prior to the closure that any remaining balance on your account will be forfeited, which you acknowledged.

Thank you,

Sportaza Team

Dear Sportaza Team, could you please clarify the situation for me?

From the message provided by the player and your statement, it seems like the player has requested to be excluded due to gambling addiction. You threatened with voiding of all the balance on the account, to which the player agreed. Later you have closed his account and taken all the balance. And after some time, the player came back, simply told you he is not addicted anymore and you promptly reopened his account in full. And now you closed it again?

I am quite confused and if both sides - Sportaza Tema as well as the player you could provide me with a full-scale time line of what has really happened, I will be grateful. Any and all sensitive information and/or evidence can be sent to me directly at matej.l@casino.guru. Thank you.

Dear Matej,

We have sent an email with evidence attached.

Waiting for your update.

Thank you!

Sportaza Team

Thank you for the provided evidence and quick response! Much appreciated. :)

I have requested additional piece of evidence, then I can post an update in this thread.

It is unacceptable what you are doing just to get money from people! And of course from what I understand there is no way out because you are lying with zero evidence. You are extremely unacceptable and unprofessional.

Είναι απαράδεκτο όλο αυτό που κάνετε μόνο και μόνο για να πάρετε λεφτά από τον κόσμο! Και φυσικά από ότι κατάλαβα δεν πρόκειται να βρεθεί άκρη γιατί λέτε ψέματα με μηδενικά αποδεικτικά στοιχεία. Είστε άκρως απαράδεκτοι και αντί επαγγελματίες

Dear Matej,

We have replied to the email with the additional information.

Waiting for your update.

Thank you!

Sportaza Team

I would like to thank the Sportaza Team for providing me with the player's game play and cashier history.

Dear terzixry, after reviewing the aforementioned evidence, it seems that at the time of your account closure there was no balance in the account, as the remainder of it has been lost on the bet at 11:34 - full 9 minutes before the account closure request has been received by the support team.

With my previous post and the detailed time frame provided within, and in light of these recent findings, it seems like you have incurred a heavy loss, then requested an account closure. Moreso, even if this conclusion was incorrect, you have been warned twice by the support team that if you wish to close your account, any remaining balance will be voided, to which you relied with "Yes, close my account." In both of these cases there is no refund to be enforced, and unless you can provide further evidence, this case will have to be rejected.

There is no e-mail with the proofs in my e-mail, no one has sent anything. No one has access to my e-mail and no you have not sent any proof no matter how much you insist that you have done so, as the same applies to sportaza, you still have not responded to the e-mails I have sent you. Either they hacked my account or you continue to lie. Either way you are leniently unacceptable and unprofessional for allowing all this (if such a thing has happened) and for continuing to lie. I have sent the entire conversation we had to the first guru's girlfriend who responded, you can see there what I have only from the "company" in question. There will be no end, I lost the profits I had because you took them back, you only want us to invest money and if we make a lot it looks bad to you and you are cheating and of course there is no end to such "companies". Shame on you!

Δεν υπάρχει κανένα e-mail με τα αποδεικτικά στο e-mail μου, δεν έχει στείλει κανένας τίποτα. Κανείς δεν έχει πρόσβαση στο e-mail μου και όχι δεν έχετε στείλει κανένα αποδεικτικό όσο κι αν επιμένετε πως το έχετε κάνει, όπως το ίδιο ισχυεί και για την σπορταζα, ακόμη δεν έχετε απαντήσει στα e-mail που σας έχω στείλει. Είτε χάκαραν τον λογαριασμό μου είτε συνεχίζετε τα ψέματα. Όπως και να έχει είστε επιεικώς απαράδεκτοι και αντιεπαγγελματίες που επιτρέψατε όλο αυτό (αν έχει γίνει κάτι τέτοιο) και που συνεχίζετε τα ψέματα. έχω αποστείλει ό,τι συνομιλία είχαμε στην πρώτη κοπέλα του γκουρου που απάντησε, μπορείτε εκεί να δείτε τι έχω μόνο απο την εν λόγω "εταιρεία". Δεν θα βγει άκρη, έχασα τα κέρδη που είχα γιατί τα πήρατε πίσω, θέλετε μόνο να βάζουμε λεφτά και αν βγάλουμε πολλά σας κακοφαίνεται και κάνετε απατεωνιές και φυσικά άκρη δεν βγαίνει με τέτοιες "εταιρείες". Ντροπή σας!

I have been allowed by Sportaza team to share the following screenshot:

This is the end of your conversation, and the second time you have been warned about balance being voided, as a response to your account closure requests. All the messages were sent from the account using the same e-mail address you have indicated here within the complaint details as your own, linked to the gaming account. Since you confirmed nobody has gotten into your mailbox, another option is this is all a live chat conversation you have had with the support staff. And from the looks of your gaming history, all the balance has been gambled even before the account closure, so either way I have nothing to mediate further as you either lost the money before the account closure, or agreed the balance to be voided. Unless you have any further evidence that can back up your claims, and no matter if the above was an e-mail conversation or a live chat transcript, I am afraid this complaint will have to be closed as there is nothing to refund.

This is not even my e-mail account. There will be no solution, obviously it is not something I did not know from the beginning, but I said I would try my best not to lose the balance I had, which I EARNED, they did not give it to me, but with such companies that are also on a black list, there is obviously no solution. Unacceptable, liars, manipulative and unprofessional, I will say it once again, shame on them! Thank you for your time, even though the problem was not solved, you put it wrong as if it was solved Btw.

Δεν είναι καν αυτός ο λογαριασμός μου του e-mail μου. Δεν θα βγει ΄καμία άκρη προφανώς δεν είναι κάτι που δεν γνώριζα εξ αρχής αλλά είπα να κάνω την προσπάθεια μου μήπως δεν χάσω το υπόλοιπο που είχα το οποίο το ΚΕΡΔΙΣΑ δεν μου το χάρισαν, αλλά με τέτοιες εταιρείες οι οποίες ε΄ίναι και σε black list δεν βγαίνει άκρη προφανώς. Απαράδεκτοι, ψεύτες, χειριστικοί και αντιεπαγγελματίες θα πω για ακόμη μια φορά, ντροπή τους! Ευχαριστώ εσάς για τον χρόνο σας, κι ας μην επιλύθηκε το πρόβλημα, κακώς το βάλατε σαν να επιλύθηκε Btw.

I could have photoshopped it and said it was their email, but luckily I'm not like them. Thanks

Μπορούσα να το κάνω και εγώ photoshop και να έλεγα πως ήταν δικό τους το e-mail αλλά ευτυχώς δεν είμαι σαν αυτούς. Ευχαριστώ

Since the player has not provided any evidence supporting his claim, and the casino did send me proof of the player losing his balance before requesting account closure, and twice being made aware of any remaining balance will be voided upon closure, this case now will be rejected.

Thank you for your understanding, I am sorry we could not be of more help on this occasion.