Wazamba Casino - Pelaaja kamppailee ratkaisemattoman osto-ongelman kanssa.

Ok, now this is a bit of a situation so bare with me.

There is a feature on the site called "mask collection" where you purchase all the masks and recieve a real cash prize when each collection is complete, the one I am up to is $90.

There is also the claw machine feature where you get an attempt at winning a prize from a selection of prizes in a real world claw machine.

I had 4 out of the 6 masks in a collection purchased, 20 coins on my account and 2 bonus crab (the claw feature name) attempts. (Each mask costs a total of 20 coins)

So, naturally I bought the 2nd last mask in the collection with my 20 coins then proceeded to play the bonus crab games targeting the 10 coin prizes. I won the 1st one but (as often happens) I was awarded a prize other than the one I actually won, I went on to play the second bonus crab game again targeting the 10 coin prize and again I won it and there were no issues this time.

The wrong prize issue happens all.the time, I knew it would be another lengthy wait for support to correct it but they always do, however..

When they corrected the prize giving me the 20 coins (total) needed to finish the mask collection, upon entering the mask collection page i noticed the last mask I bought was marked as "buy" rather than "wear".

I checked the mask collection just before plating the claw games and there was no issue at all yet after getting the claw prizes corrected there's an issue..

Aaaand this is where the bs begins...

After lengthy talks with support and providing screenshots of everything, being told i hadn't actually bought the mask in the 1st place, being told there hasn't been any purchases witch coins on my account ect ect..

Going through multiple support chats I got to one who asked me to try purchase that same mask again as the system wouldn't let me if I had already purchased it. I didn't believe them and thought they were merely trying to make me buy it twice but I tried anyway and, I got an error code! It clearly states i can buy the item. More than once.

I thought this was the issue resolved so, with my 20 coins from the claw games i bought the final mask assuming the issue would soon be resolved as there couldnt possibly be more denying it.... oh no.. not at all...

They kept asking for me to clear cache, try another device amd browser ect.. asked for screenshots of the unrelated mask achievement as well as saying I had already collected the bonus. They then, having noticed I'd spent my coins on the final.mask told me I need to test buying it again and if I get the same error code they will "investigate" and refused to do anything else. Telling me i need to deposit and earn another 20 coins to test it or they can't help me....

I've tried afew times since as every now and then there will be a manager who doesn't carry on with the waffle and resolves the issue but not so far, just more excuses and terminations of my login mid chat ect ect

This is infuriating. This is my favourite site and I deposit weekly yet they treat me like this. It's disgusting and I really hope something can be done because I only want what is fair. I've never tried to cheat them, why can't I get the same courtesy extended to me?

Dear dillonwilkinson,

Thank you very much for submitting your complaint.

I’m sorry to hear about the problem you are facing with the "mask collection" and "claw machine" features. To assist you better, I would like to clarify a few details:

• Can you provide specific screenshots of your account showing the status of your mask collection and the error messages you received?
• Could you please forward me the communication with customer support regarding the issues with your collections? My email address is veronika.f@casino.guru.

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

Sure and it's the second last mask that was purchased. After the error code that shows that I have already purchased it was sent in I thought that they would rectify the situation and i went and bought the final mask.



Thank you for your response and for forwarding the emails.

In one of your chats with the casino’s customer support, the agent mentioned that a new update for the masks should be available soon. Could you please confirm if the masks have been updated?

Additionally, has the casino awarded you the mask in the meantime?

Looking forward to your reply.

There has been no update and I've since asked about this and no one knows anything about it. Unfortunately I didn't save that chat log.

And no, I've talked to them several.tines hoping for some kind of resolution but still nothing. I've even did what they asked me to and earned 20 more coins to test buying it again to see if the problem persists.. that problem being the system not allowing me to buy it for a second time btw, and yes, I still get the error code.

As you can see in the chat log I'm referring to they said if I did this they would fix it, which has not happened. I was told yesterday that it would be fixed by later that afternoon which it wasn't, I have this chat log too if you would like it.

I don't know why but they seem to be punishing a loyal customer by blatantly denying me the mask and resulting real cash bonus that I have earned. I've done all.of the little ridiculous things they have asked of me promising a resolution if done only to be met with either denial, false promises or my personal favourite "have you tried clearing your cache? Using private browsing or a different browser or another device?" 😤😡

Tried talking to support again, was told it would be fixed in an hour or 2 and that if it's not I should return.

2 hours went by. I returned and nothing.

I'm worried they may be holding out until the supposed mask reset so they can claim the collection wasn't complete before the update so I can't complete the collection or recieve the reward.

Thank you very much, dillonwilkinson, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear dillonwilkinson,

Please note that we have added 90 AUD cash as a prize for completing this collection and have deducted 20 coins from your balance.

However, your progress on the mask collection will still show as 5 out of 6 and the mask will remain unavailable until the issue is resolved.

Kind regards,

Wazamba team

Dear dillonwilkinson,

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.

Dear dillonwilkinson,

Although it seems as though this issue has been clarified and based on the casino team's response you have received the price of A$90 for the mask collection, however, since we have not received any confirmation from you, we are, unfortunately, forced to reject this complaint.

Please feel free to reach out to us if you encounter any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of dillonwilkinson.

Dear dillonwilkinson,

I would appreciate your confirmation on whether I can regard this case as resolved, given that you have received the price of A$90 for the mask collection as previously stated.

Dear dillonwilkinson,

While your previous email suggests that the matter has been addressed and that you have indeed received the A$90 for the mask collection, a clear confirmation of this was missing. As we have not received explicit confirmation from you, we regrettably must proceed to close this complaint as rejected once more. Should you face any issues with this or any other casino in the future, please do not hesitate to contact us, and we will do our utmost to assist you.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of dillonwilkinson.

The player informed us that the initial issue has been resolved and the funds have been received. However, they are now experiencing difficulties accessing their account.

Dear Wazamba team,

Could you please clarify what the issue is?

Dear All,

Thank you for bringing this to our attention.

We kindly ask the player to try logging in using their Play ID, as the account was originally created with it. If the issue persists and they are still unable to access their account, please ask them to provide us with a screenshot of the error so we can assist further.

Thank you in advance.

Kind regards,

Wazamba Casino Team

We regret to inform you that, due to the lack of response from the player to the messages, inquiries, and reminders, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Michal

Casino.Guru