Wazamba Casino - Pelaajan kotiutus on viivästynyt.

I've been waiting for a withdrawal at this casino for a month... they haven't asked me for KYC, I've just been waiting, they ignore my emails and everything.

Llevo esperando un retiro un mes en este casino... no me han pedido kyc, solo llevo esperando, pasan de mis correos y de todo

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Dear marki99293,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you requested this withdrawal?
• Have you made any successful withdrawals from your account previously?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Could you clarify exactly when you requested this withdrawal?

January 3

Have you made any successful withdrawals from your account before?

Yes, a smaller amount.

Did you accumulate your earnings while a bonus was active or not? If a bonus was active, please specify which one.

No bonus

¿Podrías aclararme cuándo exactamente solicitaste este retiro?

3 de enero

¿Ha realizado algún retiro exitoso de su cuenta anteriormente?

Sí, de una cantidad menor

¿Acumuló sus ganancias mientras un bono estaba activo o sin él? Si un bono estaba activo, especifique cuál.

Sin bono

Thank you for your reply, marki99293. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Could you clarify exactly when you made your last successful withdrawal and how many days it took to process?

It was over a month ago, but it was a smaller amount, I don't know if it was even 100 euros. I've been waiting ever since; in fact, they've now closed my account and they still haven't responded to my emails. I send them 10 a day and they don't reply to a single one.

What payment method did you choose to withdraw your winnings? Was it the same one you used before?

Yes, crypto

¿Podrías aclarar cuándo exactamente realizaste tu último retiro exitoso y cuántos días tardó en procesarse?

Hace más de un mes, pero era una cantidad menor no se si llegaba a 100 euros. Desde entonces esperando, de hecho ahora me han cerrado la cuenta y siguen sin responder a mis correos, les envío 10 al día y no responden ni uno

¿Qué método de pago elegiste para retirar tus ganancias? ¿Era el mismo que usabas antes?

Si, crypto

Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

When was the last time you tried contacting the casino regarding this issue? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

But I can't access my account, as I've already mentioned in all the messages. Since I can't access the account, I can't take any screenshots of the withdrawal status, transaction history, or anything else. The latest thing they've asked for is KYC (Know Your Customer) information, which I will send them.

Pero que no puedo acceder a mi cuenta, como ya he dicho en todos los mensajes, al no poder acceder a la cuenta no puedo hacer ninguna captura del estado de retiro, ni historial de transacciones, ni ninguna cosa. Lo último que me han pedido ahora es kyc que se lo enviaré

Did the casino specify why they closed your account?

They haven't given me any specific reason.

No me han especificado ninguna razón

Hello marki99293,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

?

Dear marki99293,

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,

Kristina

Dear player,

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

Dear Wazamba Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

They've asked me for verification of the last deposit, but since I can't access the account, they have to send me that date so I can send the photo.

Me han pedido verificación del último depósito, pero como no puedo acceder a la cuenta, ellos me tienen que mandar esa fecha para poder mandar la foto

Dear marki99293,

Please attach the document as a reply to the email we recently sent to you.

We kindly request that you attach the necessary documents to complete the verification of your account, enabling us to proceed with your request accordingly.

Kindly note, we need proof of all the deposits made to our platform from December 27, 2025, till January 30, 2026. 

Please ensure that the documents/screenshots clearly display the wallet address, transaction details, date, and amount, and that they are complete and not edited or hidden.

We look forward to receiving these details at your earliest convenience.

Kind regards,

Wazamba Casino team.

They ignore me; they tell me the date, but not the deposit amounts, as I've already requested by email. I've clearly made other transactions from my wallet, so I need to know the deposit amounts to send verification screenshots and identify which transaction it is.

Ni caso, me dicen la fecha, pero no el monto de los depósitos como ya les he pedido por correo. Evidentemente desde mi billetera he realizado más transacciones, por lo que necesito saber el monto de los depósitos para enviar las capturas de verificación, para saber qué transacción es

Dear Wazamba Casino,

Would you be able to provide specifications, as the player requested?