The Withdrawals and processing times page explains how the normal process works. This guide starts from a problem: you requested a withdrawal and it has not arrived, has been cancelled or has been stuck in review for days. On Trustpilot, where Sportaza has a score of 2.3/5, this is the most recurrent topic; AskGamblers counts 22 complaints resolved out of 28 in its complaints centre. The path below is meant to resolve the case or, if it cannot be resolved, to lead to a well-documented complaint.
Level 1: understand the status of the request
| Status | What it means | How long to wait before acting |
|---|---|---|
| Pending | The request is under internal review; the money is still in the gambling account | Up to 5 days (maximum time stated by AskGamblers) |
| Processing / approved | The review is complete and the payment has been sent | E-wallets up to 5 days; cards and bank transfer 1–5 days |
| Cancelled | The request was cancelled and the amount credited back to the balance | Immediately: ask for the reason |
| Rejected | The operator did not approve the payment | Immediately: ask for the reason in writing |
| Account restricted or suspended | Verification under way or suspected breach of the terms | Immediately: ask which documents or clarifications are needed |
Remember that, according to AskGamblers, withdrawals are not processed at weekends: the days of waiting should be counted as working days.
Level 2: the most common causes and how to check them
- Incomplete KYC verification: check the documents section for files with a "rejected" status or new requests. Remedies are in the KYC guide.
- Active bonus or unmet requirement: in the bonus section, check that there are no promotions in progress or in the queue.
- Maximum stake exceeded with an active bonus: review your betting history; a single stake above €5 can be enough for the bonus winnings to be cancelled.
- Method not in your name or different from the deposit method: the operator may ask you to withdraw to the deposit method.
- Amount above the limits: €500 per day and €7,000 per month at the base level.
- Checks on play patterns: opposite bets, low-risk play, use of a VPN, linked accounts.
Level 3: write to support the right way
Chat is quick but leaves no record that you control. Use it for the first question and then repeat the request by email to support@sportaza.com, so that you have a certain date. An effective message is short and complete:
Message template
Subject: Withdrawal ID [number] of [date] – status request
Hello, on [date] I requested a withdrawal of [amount] via [method], ID [number]. As of today the request shows as [status]. My verification documents were uploaded on [date] and show as [status]. Please state in writing the status of the request, the reason for any delay or rejection together with the reference to the clause of the terms applied, and any documents that are missing. Thank you.
Reply to every request for documents as quickly as possible and note the dates: in a later complaint, proof that you cooperated is decisive.
Level 4: the formal complaint to the operator
If you do not receive a reasoned reply after the times indicated, send a formal complaint by email, stating that it is a complaint and asking for the outcome within a reasonable deadline (for example 14 days). Attach:
- the IDs and dates of the withdrawal requests;
- the history of contacts (chat transcripts, emails);
- a list of the documents sent, with dates;
- any reasons you received and your point-by-point reply.
If the rejection is based on a clause of the terms, ask for the exact text of the clause and the bet or behaviour in dispute.
Level 5: external mediation
If the complaint to the operator does not lead to a solution, two routes remain:
- Complaints centres of independent portals: AskGamblers and Casino.guru run free mediation services for players. They have no binding powers, but they contact the operator and publish the outcome; many complaints are resolved at this stage.
- The authority that issued the licence: Sportaza's licence is from Anjouan (ALSI-202606064-FI2). The authority's contact details can be reached from the seal in the footer of the official website. We have not found a documented public complaints procedure for players, so timings and outcome are uncertain.
A resident of Italy cannot turn to ADM (Agenzia delle Dogane e dei Monopoli, the Italian customs and monopolies agency), because Sportaza is not an Italian licensed operator (see Sportaza in Italy).
What not to do
- Do not cancel the withdrawal in order to gamble it again: it is the costliest behaviour and a warning sign about control over your gambling.
- Do not open a second account: it worsens your position and can lead to both being closed.
- Do not start a chargeback on deposits that have already been played: the bank may reject it and the operator closes the account. A chargeback is a tool for unauthorised payments, not for disputing the outcome of a game.
- Do not pay for "fund recovery services": anyone who promises to unblock a withdrawal in exchange for an advance payment is almost always a fraudster. Neither Sportaza.ltd nor the mediation centres ask for money.
Frequently asked questions
My Sportaza withdrawal has been pending for days: is that normal?
Up to 5 days of review fall within the times stated by AskGamblers, not counting the weekend. Beyond that, ask for the status in chat and by email, quoting the request ID and date.
Why did Sportaza cancel my withdrawal?
The most frequent causes are missing or rejected KYC documents, an active bonus, an exceeded maximum stake, a method not in your name, or an amount above the limits. The operator must tell you the reason: ask for it in writing, with the reference to the clause applied.
Can I make a complaint against Sportaza?
Yes: first with a formal complaint by email to the operator, then with the mediation centres of AskGamblers or Casino.guru, and finally with the Anjouan authority. ADM cannot intervene because Sportaza is not an Italian licensed operator.
Someone offers to unblock my withdrawal for a fee: is that reliable?
No. Services that ask for an advance payment to recover funds from gambling sites are a widespread scam. Mediation by the independent portals is free.
Sources consulted and verification method
The sources were consulted on 8 October 2026. Data from the official website takes priority; secondary sources are used for comparison and are identified as such in the text. The full method is described on the page how we produce our analyses.