Sportaza Casino - L'account del giocatore è stato riaperto dopo l'autoesclusione.

In February 2025, I urgently asked the casino (of which I was a VIP player) to close my account for reasons of gambling addiction.

After explaining my situation and the difficulty in controlling my gambling impulse, they agreed and closed my account, with no possibility of reopening it as I had requested.

a few days ago, after being struck by an impulse, I requested that my account be reopened, which was immediately granted.

i reopened my account and, having relapsed, i ended up spending another 5000€ or so.

the casino was well aware of my situation, of my request not to allow the account to be reopened, and yet it did everything it could to allow me to reopen and play again.

It was a relapse in a life that I was already getting organized.

the only thing i ask is that, by accepting responsibility, the casino can refund my loss and close my account for good.

I ask for your help.

thank you.

Em fevereiro de 2025, solicitei com urgencia ao casino (do qual era jogador com estatuto VIP) que encerrasse a minha conta, por motivos de vicio de jog.

depois de ter explicado a minha situação, e a dificuldade em controlar o impulso de jogo, lá acederam e encerraram a minha conta, sem possibilidade de reabrir, tal como eu havia solicitado.

há dias, depois de assolado por um impulso, solicitei a reabertura da conta, o que foi imediatamente acedido.

reabri a minha conta e, tendo uma recaída, acabei por gastar mais 5000€, aproximadamente.

o casino bem sabe e sabia da minha situação, do meu pedido para nao permitir a reabertura da conta e, mesmo assim, tudo fez e permitiu para que eu pidesse reabrir e voltar a jogar.

foi uma recaida, numa vida que eu ja estava a conseguir organizar.

a unica coisa que peço é que, acusando essa responsabilidade, o casino possa restituir essa minha perda e fechar a minha conta definitivamente.

peço a vossa ajuda.

obrigado.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original self-exclusion request you sent to the casino, along with the casino's responses? My email address is [email protected]. Kindly include your requests to reopen the account as well.
• Have you contacted customer support after depositing and subsequently losing your €5,000 deposit?
• Is your account still open, or has it been closed in the meantime?

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

Dear playerfromportugalmn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I sent the email with the requested information 4 days ago! Didn't you receive it? (I was surprised no one said anything)

Ola. Eu ja enviei o email com os elementos solicitados ha 4 dias! Nao receberam?? (Estava a estranhar ninguem dizer nada)

Hello, I would like to know if you confirm receipt of the email or not, please.

Ola. Eu gostava de saber se voces confirmam a recepção do email ou nao, por favor

Dear playerfromportugalmn

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, Igor ([email protected]). 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,

Veronika

Dear playerfromportugalmn,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Sportaza Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Sportaza Casino representative to join this conversation and participate in resolving this complaint.

Dear Sportaza Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Even knowing all this, all I had to do was ask the live chat and they reopened my account again!!!

Mesmo sabendo de tudo isto, bastou ir pedir ao chat ao vivo e reabriram a minha conta novamente!!!

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.

Dear playerfromportugalmn,,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Sportaza Casino Team.

Dear Sportaza Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear all,

We have thoroughly reviewed the player's account history and the circumstances regarding the reopening of his account.

We take all matters related to Responsible Gaming very seriously. Upon internal investigation, we have decided to address the player's concerns by issuing a refund.

We can confirm that we will be refunding the player's total net losses, which amount to 490 EUR. In order to process the refund we will need the following details from the player:

• Full Name (please include all names, including middle names)
• E-mail
• Bank Account’s Owner name
• IBAN/Account no.
• Bank Name
• Bank location (Country)
• SWIFT/BIC

Furthermore, we can confirm that the account has now been permanently closed with no possibility of future reopening to support the player's commitment to Responsible Gaming.

We wish the player the very best in his future recovery.

Best regards,

Sportaza Casino Team.

Dear playerfromportugalmn,

The casino is offering you a refund of €490, which, according to the casino, represents your net loss from that period.

Please note that this amount is significantly different from the disputed amount you entered.

If you accept and agree with this offer, the casino is requesting your personal information in order to process the refund.

However, if you believe this amount does not correspond to your actual loss, please let us know and we will investigate the case further.

Additionally, if you have any questions, doubts, or concerns, feel free to share them.

Thank you.