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Verification not possible, therefore no payout (from Germany)

Since February 17, 2026, I have been trying to verify my account, but I keep getting an error message: Unknown Error 500 with a code 410.

The customer service is friendly, but they have no solution or just keep putting me off.

Error 500 indicates that the problem lies with this website, and code 410 means that the corresponding link has been removed from the website. I sent a total of 11 emails, but customer service offered no further advice beyond clearing my browser data. I also received no alternative method for verifying my account.

Thank you

Verifizierung nicht möglich, daher keine Auszahlung (aus Deutschland)

Seit dem 17.2.2026 möchte ich mein Konto verifizieren, aber es erscheint immer eine Fehlermeldung. Unknown Error 500 mit einem Code 410.

Der Kundendienst ist zwar freundlich, hat aber keine Lösung bzw vertröstet nur.

Dabei zeigt Error 500, dass auf dieser Website der Fehler liegt und der Code 410 sagt, dass der entsprechende Link von der Website entfernt wurde. Ich habe insgesamt 11 Emails geschickt, Aber mehr Tipps, als meine Browserdaten zu löschen, hatte der Kundendienst nicht. Auch bekomme ich keine Alternative, wie ich auf anderem Weg mein Konto verifizieren kann.

Vielen Dank

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Dear Xilena,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

Could you please provide the following information:

• Were you able to upload any of the required verification documents? If so, when exactly did you submit the most recent one?
• Have you tried verifying your account using a different device or web browser?
• Have you tried to offer any alternative method to complete the verification?

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,

Petra

Hello Petra,

Regarding your questions:

• I was able to upload other documents, but that was a while ago, about 8 months ago. Since my ID had expired, I had to renew it first and then played at other casinos.
• I tried to verify the account on 3 other computers, always with the same error message.
• I sent my identification documents to customer service in the hope that they could somehow be verified through customer service.

Thank you!

Hallo Petra,

zu Ihren Fragen:

• ich habe andere Dokumente hochladen können, aber das war vor längerer Zeit, ca vor 8 Monaten. Da mein Ausweis abgelaufen war, musste ich ihn erst verlängern lassen und habe dann auf anderen Casinos gespielt.
• Ich habe auf 3 anderen Computern versucht, das Konto zu verifizieren, immer mit der gleichen Fehlermeldung.
• Ich habe dem Kundendienst meine Ausweisdokumente geschickt, in der Hoffnung, das diese irgendwie über den Kundendienst verifiziert werden können.

Vielen Dank!

Thank you for your reply and for providing the previous details, Xilena.

Could you please let me know if there have been any updates since you sent the documents to support?

Could you also provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all the documents to: petra.h@casino.guru or post your screenshots in the thread.

Thank you again for your cooperation.

Hello Petra,

The support team never got back to me.

I still can't upload any documents, as I keep getting the same error.

So, nothing new has happened.

Thank you!

Hallo Petra,

der Support hat sich überhaupt nicht mehr gemeldet.

Ich kann nach wie vor keine Dokumente hochladen, da immer der gleiche Error.

Also, es hat sich nix neues getan.

Vielen Dank!

Dear Xilena

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 Igor (igor.p@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,

Petra

Dear Petra,

Thank you so much for your efforts! Best regards

Liebe Petra,

vielen Dank für Ihre Mühen! Lg

Dear Xilena,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Wazamba Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Wazamba Casino representative to join this conversation and participate in resolving this complaint.

Dear Wazamba Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear all,

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Wazamba team

Dear Wazamba Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Xilena,

Thank you for the patience,

We kindly inform you that after checking with the relevant department, we have been advised that you can now try again. Please let us know if you encounter the same error.

Kind regards,

Wazamba team

Hello Igor,

Thanks to your help, Wazamba has finally fixed the bug after a month. A verification

That's probably not necessary right now, and I can withdraw money again.

The only annoying thing is that Wazamba's customer service was unable or unwilling to help.

But thank you so much to your Casino-Guru team!! Best regards

Hallo Igor,

Dank Eurer Hilfe hat Wazamba jetzt endlich nach 1 Monat den Fehler behoben. Eine Verifizierung

ist wohl derzeit nicht nötig und ich kann wieder Geld abheben.

Ärgerlich ist nur, dass der Kundendienst von Wazamba nicht fähig war, zu helfen oder helfen zu wollen.

Aber vielen Dank an Euer Team von Casino-Guru!! Lg

Dear Xilena,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor Petrovich

Casino.Guru