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I've been waiting for my €500 withdrawal since Monday. This morning I inquired about my money and was told that the bank had rejected the transfer and that I should withdraw it another way. I then cancelled the withdrawal, and my money simply disappeared; it wasn't even refunded. When I asked where my money was, they said I had gambled it away, even though I haven't played for two days.

Ich warte seit Montag auf meine Auszahlung von 500€. Heute Morgen habe ich nachgefragt wo mein Geld bleibt und mir wurde gesagt, das die Bank die Überweisung abgelehnt hat und ich anderweitig auszahlen soll. Daraufhin habe ich die Auszahlung storniert und mein Geld war einfach weg, es wurde nicht mal zurückgebucht. Auf Nachfrage wo mein Geld ist heißt es ich habe es herunter gespielt obwohl ich nicht mal gespielt habe seit 2 Tagen

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send a screenshot of your gaming history from 24 April, after you cancelled the withdrawal request?
• Could you also send a screenshot of your transaction history showing all withdrawal requests made from your account, including the cancelled one related to this complaint?
• Have you made any successful withdrawals from this casino before?
• What was your account balance at the time you cancelled the pending withdrawal request?

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

I had over €500 in my account, then withdrew €500 and gambled away the rest. A week after I withdrew, I was told that the bank had rejected the transfer and wanted to cancel the payment and withdraw it through another provider, but then it was gone. Today I was also told that because it was a free bet, I have to wager it, which isn't true. There was no mention of a bonus, and I was able to withdraw it.

Ich hatte mehr als 500€ drauf habe dann 500 ausgezahlt und den Rest verspielt. Als ich dann ausgezahlt hatte und es eine Woche her war, wurde mir auf Nachfrage gesagt. Die Bank lehnt die Überweisung ab und wollte den Betrag stornieren und über einen anderen zahlungs Anbieter auszahlen und dann war da es weg. Mir wurde heute auch gesagt da eine es Gratiswette war muss ich die umsetzen was nicht stimmt es war Nix von einem Bonus angegeben und ich konnte es ja auch auszahlen.

Furthermore, the withdrawal details show a balance of €500, but the question is where the money is. It even says "cancel" in red. But it's nowhere to be found. I believe it's a system error on the provider's end. Moreover, I was even assured via live chat that I would receive my money.

Zudem sieht man ja auch bei den Auszahlungen das dort noch 500€ steht die Frage ist nur wo das Geld ist. In rot steht dort sogar noch stornieren. Aber es ist nirgends mehr zu finden. Ich glaube es liegt an System Fehler bei Anbieter vor. Zudem wurde es mir über den Live Chat ja sogar versichert das ich mein Geld bekomme

Dear Const98

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,

Veronika

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.