Wazbee Casino - Player’s withdrawal is delayed due to account duplication.

This casino has scammed me.

After making three deposits and losing two of them, I managed to make some money. When I tried to withdraw it, I received a message saying the account was duplicated. I used my usual email, phone number, and login details. My account is verified, and I submitted all the required documents, which are shown as such. I have screenshots of everything. They refuse to pay me because it's a significant sum, approximately €3,500. I didn't use any bonuses.

I feel powerless

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Dear mmj487,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Do you have access to your account? If not, when was it blocked?
• Could you please advise how long (approximate date of registration) you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

I answer the questions.

It was blocked on July 11, 3 days after it was opened.

There's no one else in my house who bets.

The bill lasted approximately 3 days.

I placed sports bets.

The balance is around €1300. There were pending bets that were losers, and for that reason I put the balance of €3500, but the amount claimed is €1390.

If there were duplicate accounts, the registration process and account confirmation would have notified me. Furthermore, I made three deposits and have received absolutely no refunds, nor do they respond to my emails.

Beware of Wazbee and these ratings

Thank you very much for your reply, mmj487.

Could you please share the casino's message regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here. I understand this may take time, so I appreciate your assistance.

There's the screenshot, and on top of that they're telling me they only want to refund the last deposit... when I made three... It's absolutely outrageous.

Dear mmj487,

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, Mirka, (miroslava.d@casino.guru). 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,

Jean

Dear mmj487,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Wazbee Casino representative to join this conversation.

Dear Wazbee Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

I deposited 230+150+70. I lost the first two deposits, but with the 70 deposit I won over €1000.

They've refunded my last deposit to this day. Their Terms and Conditions state that they should refund all deposits when all bets are declared void... not just when I've won.

It's a scam

Thank you for bringing this matter to our attention.

The matter is currently being reviewed, and we are in the process of checking the details. We will provide an update as soon as possible.

Thank you for your patience.

Dear Wazbee Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient clarification or steps leading to resolution in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone,

During the review, it was identified that the account had been registered using slightly modified details in order to bypass the system’s duplicate-account restrictions.

The system does not allow registration using previously used contact details such as the same phone number or email address. In this case, the customer made minor adjustments to the registration data, including changing one digit in the phone number, using a different email address, and altering the letter casing of personal details. Taken together, these factors indicate a deliberate attempt to circumvent the system’s safeguards.

In accordance with the Terms and Conditions regarding duplicate accounts, the account was blocked.

Additionally, under the Terms and Conditions, refunds are not applicable in cases where account registration details do not comply with the established rules.

Nevertheless, considering the overall circumstances, a decision was made to refund the last deposit as an exception, even though such refunds are not usually provided.

The refund of the last deposit has already been successfully processed.

Relevant Terms and Conditions provisions are attached below.

2.1 You may open only one account. If You open another account Wazbee may void all bets made from duplicate account.

2.7 As a Customer of Wazbee you are held responsible to provide correct personal details like but not limited to personal data (Passport, ID data), address, e-mail is completely true and up to date and if there would be changes to these details you would inform Wazbee immediately, before making a deposit.

If it should become clear to Wazbee that the information provided is not correct we retain the right to block the players account and confiscate all the funds on the account therein.

3.2 Account must be registered in Customer own, correct, name and personal details and it shall only be issued once for Customer and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. <…> If the Customer notices that multiple accounts have been created, it is the Customers responsibility to immediately inform Wazbee about it. Any other accounts which you open with us, or which are beneficially owned by you in relation to the Services shall be "Duplicate Accounts". We may close any Duplicate Account (but shall not be obliged to do so). Wazbee reserves the right to decide if multiple accounts have been registered, opened or created with no misconduct and is a result of an error. If Wazbee should have reasonable grounds to believe any fraud has been committed or transacted, we reserve the right to block the account and confiscate any funds therein.

17.1 If the Customer breaches any provision of these Terms and Conditions or if Wazbee has reasonable ground to presume that the Customer has breached them, Wazbee reserves the right to close, restrict the usage, to not open a players account and withhold any funds thereof.

It's completely false that I tried to circumvent the problem. I could have used my old account if I had known I had it! I don't have any other phone, and my real number is the one I provided during registration. That said, and accepting the possible error, all bets should have been voided, not just the winning ones. I understand that I should be refunded my two previous deposits.

Dear Wazbee Casino,

Please send me supporting evidence to your claims to miroslava.d@casino.guru.

Thank you.

Dear Mirka,

We have sent you the evidence regarding this case by email.

Dear mmj487,

The evidence provided by the casino suggests, you created multiple accounts. Under our complaint-handling policy, creating another account with altered registration details constitutes a duplicate-account violation. Consequently, we cannot support your claim for the confiscated balance or additional deposit refunds. This behavior is also generally against Terms and Conditions in online casinos, that is why I strongly advise you against this behavior to prevent issues in other casinos.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka