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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.

Dear All,

Thank you for reaching out to us.

We have initiated an internal review of the matter to ensure a thorough and fair investigation.

We are working to resolve this as a priority and will provide you with a detailed formal response as soon as possible.

Thank you for your patience and understanding.

Best Regards,

Wazamba Casino Team

Dear Wazamba Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence if needed 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 in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I just wanted to mention that I contact live support every two to three days and am always told not to worry. The money will come through, etc., but unfortunately, nothing is happening on their end. I think they made a mistake themselves and don't know how to handle it. And now they're just acting like nothing happened. It's a real shame.

Ich möchte auch nur anmerken das ich alle 2-3 Tage mal im Live Support Nachfrage und mir immer gesagt wird ich soll mir keine Sorgen machen. Das Geld kommt usw. aber passieren tut leider nichts auf der Seite. Ich glaube die haben dort selber einen Fehler gemacht und wissen nicht wie sie damit umgehen sollen. Und nun wird einfach so getan als wäre nichts gewesen. Sehr schade

I think I've been waiting for a solution for a month now and nothing is happening.

Ich warte nun glaube ich schon einen Monat auf eine Lösung und es passiert einfach nichts

Dear All,

We sincerely apologize for the delay in processing your request and for the time taken to provide a response.

We understand that such delays can be frustrating, and we appreciate your continued patience.

Upon review, it appears the issue stems from a wagering requirement associated with the €20 free bet credited to the account.

Our records indicate that a withdrawal of €500 was attempted using funds derived from this bonus; however, the request was later declined, as the mandatory wagering conditions were not fully satisfied.

We will provide you a more detailed answer when i receive it from the relevant department, we have followed up on them to expedite the process .

Thank you for you continued patience.

Best Regards,

Wazamba Casino Team

That doesn't make sense, as you can see in the screenshots. Furthermore, why was the money withdrawn if there were wagering requirements? That shouldn't be possible then.

It wasn't stated anywhere that I had to implement anything?

And they are not allowed to simply delete or cancel the money without reason, even if it needs to be used.

Das macht aber kein Sinn. Wie man in den Screenshots sieht. Zudem warum konnte das Geld abgehoben werden wenn es Umsatz Bedingungen gab das ist nicht möglich dann ?

Es stand auch nirgends das mir etwas umsetzten muss?

und sie dürfen das Geld auch nicht einfach ohne Grund löschen bzw stornieren selbst wenn man es umsetzten müsste

I mean, even if I had to implement it, I could have done it, but they're making the money disappear.

Once again, they're just stalling and only giving me an answer at the last minute. I think the way this casino is treating customers is outrageous. I've been waiting for over a month now.

Ich meine selbst wenn ich es umsetzten müssen, hätte ich dieses ja noch tun können aber sie lassen das Geld verschwinden.

Man wird hier mal wieder nur hingehalten und bekommt die Antwort auf den letzten Drücker. Ich finde wie das Casino hier mit einem umgeht ist eine Frechheit. Ich warte mittlerweile mehr als einen Monat

Dear Wazamba Casino,

Please send me player's game log and transaction history (in excel format as downloaded from the system) along with transaction history with timestamps included, that would confirm your claims.

Please also send me terms of the mentioned bonus, and specific information about the date and time, when the bonus has been claimed.

Thank you.

The free bet wasn't marked as a bonus. And even if it had been, that would have been fine, but the casino still doesn't have the right to simply cancel it. And if it had been a bonus, why was I able to withdraw my winnings? It's all very mysterious and not at all professional.

die Gratiswette wurde zudem auch nicht als Bonus gekennzeichnet. Und selbst wenn wäre es ja ok gewesen aber trotzdem hat das Casino dann auch nicht das Recht es einfach zu stornieren. Und wenn es ein Bonus gewesen wäre warum konnte ich dann auszahlen? Sehr mysteriös alles und nicht wirklich professionell.

The casino is very unprofessional; you don't get a response, not even by email, and in the live chat you're just given the runaround.

Sehr unseriös vom Casino man bekommt keine Antwort auch nicht per Mail und im Live Chat wird man wieder nur hingehalten

Dear All,

We are currently gathering all necessary data regarding this case. The timeline involves several complex layers, including the initial freebet activation, the inadvertent conversion of bonus funds to real money, and multiple subsequent withdrawal attempts and cancellations by the player.

We are compiling a detailed transaction log to provide a clear, comprehensive explanation to the forum representative.

We appreciate your patience while we finalize this evidence and aim to provide a full update as soon as possible.

Kind Regards,

Wazamba Casino Team

How long is this supposed to take? I have the feeling they're just stalling for time to sweep the matter under the rug.

It can't take two months!

Wie lange soll das denn dauern ? Ich habe das Gefühl es wird nur Zeit rausgeholt um die Sache unter den Tisch zu kehren?

es kann doch keine 2 Monate dauern

Dear Wazamba Casino,

We would greatly appreciate it if you could provide requested 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 evidence in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

We are still actively processing this case and will provide you with an update as soon as possible.

Kind Regards,

Wazamba Team

It can't be that they can't manage to provide a reasonable explanation or solution; the same answer every week is ridiculous.

Kann doch nicht sein das sie es nicht hinbekommen mal eine vernünftige Erklärung oder Lösung zu liefern jede Woche die gleiche Antwort lächerlich

Dear player,

Unfortunately, since the casino was unable to provide sufficient evidence for review, we are unable to conduct an independent evaluation. Therefore, we have no choice but to close this complaint as unresolved—insufficient evidence provided by the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to cooperate in providing the requested evidence, we will reopen the complaint and notify you by email.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

Casino Guru