Sportaza Casino - Игрок требует возврата средств после запроса на самоисключение.

I want to file a complaint against Sportaza related to a self-exclusion request.

I have a gambling problem, and for this reason I previously contacted Sportaza via Live Chat to request self-exclusion. Subsequently, on August 26, 2026, I sent an email with the subject line "Activate self-exclusion," which I have proof of.

Despite this, my account continued to allow deposits after that date.

According to the history provided by Sportaza:

Deposits since August 27: €2,013

Withdrawals: €600

Net loss: €1,413

I requested a refund of €1,413 from Sportaza, providing proof of my self-exclusion request. Sportaza rejected my claim and subsequently stopped responding to my messages.

I am requesting Casino Guru's assistance to review whether Sportaza correctly handled my self-exclusion request and to attempt to recover the €1,413 lost after that request.

I can provide the self-exclusion email, transaction history, conversations, and all of Sportaza's responses.

Quiero presentar una reclamación contra Sportaza relacionada con una solicitud de autoexclusión.

Tengo problemas con el juego y por este motivo contacté previamente con Sportaza mediante Live Chat para solicitar la autoexclusión. Posteriormente, el 26 de agosto de 2026, envié un email con el asunto "Activar autoexclusion", del que tengo prueba.

A pesar de ello, mi cuenta continuó permitiendo depósitos después de esa fecha.

Según el historial proporcionado por Sportaza:

Depósitos desde el 27 de agosto: 2.013 €

Retiradas: 600 €

Pérdida neta: 1.413 €

He reclamado a Sportaza el reembolso de esos 1.413 €, aportando la prueba de mi solicitud de autoexclusión. Sportaza rechazó mi reclamación y posteriormente dejó de responder a mis nuevos mensajes.

Solicito la ayuda de Casino Guru para revisar si Sportaza gestionó correctamente mi solicitud de autoexclusión y para intentar recuperar los 1.413 € perdidos después de dicha solicitud.

Puedo aportar el email de autoexclusión, el historial de transacciones, las conversaciones y todas las respuestas de Sportaza.

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 your complaint. I am truly sorry about your negative experience with Sportaza Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Atila,

Thank you for your response.

I can confirm that I no longer have access to my Sportaza account, as Sportaza permanently closed it after I raised my complaint.

I will send you by email the screenshot of my original self-exclusion request and the conversation I had with Sportaza Customer Support via Live Chat.

On 26 August 2026, after contacting Sportaza through Live Chat regarding self-exclusion, I sent an email to Sportaza with the subject "Activar autoexclusion". The screenshot shows the email I sent.

I will also send you the relevant correspondence with Sportaza, including their responses to my complaint.

According to the transaction history provided by Sportaza, after 26 August I deposited €2,013 and withdrew €600, resulting in net losses of €1,413.

Sportaza claims that they cannot confirm receiving my email, although I have evidence that it was sent. They also acknowledge that I raised gambling-related concerns with their Customer Support and subsequently permanently closed my account.

I would therefore appreciate your help in determining whether Sportaza correctly handled my self-exclusion request and whether the deposits and losses incurred afterwards should be reimbursed.

Thank you very much for your help.

Kind regards,

[Redacted]

Hello,

Thank you for the additional clarification and for providing the relevant information.

After reviewing the circumstances, unfortunately, we will not be able to proceed with your complaint regarding the requested refund.

While we understand that you requested the closure/self-exclusion of your account, the evidence provided does not show that you explicitly informed the casino about a gambling problem or loss of control at the time of your request.

Kindly understand that in order for us to request a refund of deposits made after a self-exclusion request, we need adequate evidence showing that the casino was clearly informed about gambling-related problems and subsequently failed to act appropriately.

Since your account has now been permanently closed, there is unfortunately no further action we can request from the casino based on the available evidence.

I understand this may be disappointing, but for the reasons outlined above, this complaint will now be rejected.

Thank you for your understanding.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.