Sportaza Casino - Учетная запись игрока была повторно открыта после самоисключения.

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.

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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.