Wazamba Casino - Pelaajan pyyntöä itsensä poissulkemisesta on jätetty huomiotta.

Subject of the complaint: Failure to comply with the request for self-exclusion and refusal of the retention bonus

Description:

I am filing this formal complaint against Wazamba Casino for a serious breach of the Responsible Gaming principles and self-exclusion rules.

On May 21, 2026, I explicitly requested the permanent closure/self-exclusion of my gaming account due to issues related to gaming control.

Instead of promptly suspending my account, customer service ignored my request and offered me a €40 loyalty bonus.

I expressly declined the €40 bonus offer and reiterated my request to immediately self-exclude my account.

Despite my clear refusal of the offer and reaffirmation of my desire to close the account, the operator did not apply any block, allowing me to make further deposits on the platform.

From the date of my first request to today, I have deposited a total amount of €1,034.00.

Request:

Given the failure to apply the Responsible Gaming protection measures, the failure to comply with my explicit refusal of the bonus, and the failure to close my account, I request a full refund of all deposits made after my request (€1,034.00).

I attach the following documentation:

1) ​Proof/Screenshot of the explicit request for closure/self-exclusion.

2) Proof/Screenshot of the €40 bonus offer, my explicit refusal of the bonus, and the request to close it.

3) ​Historical transaction statement as proof of the €1,034.00 deposited after the request.

Oggetto del reclamo: Mancato rispetto della richiesta di autoesclusione e rifiuto del bonus di ritenzione

​Descrizione:

Presento questo reclamo formale contro Wazamba Casino per una grave violazione dei principi di Gioco Responsabile e delle norme sull'autoesclusione.

​In data 21/05/2026, ho richiesto esplicitamente la chiusura definitiva/autoesclusione del mio conto di gioco per problemi legati al controllo del gioco.

​Anziché procedere alla tempestiva sospensione del conto, l'assistenza clienti ha ignorato la mia richiesta e mi ha proposto un bonus di fidelizzazione di 40 €.

Ho rifiutato espressamente la proposta del bonus da 40 € e ho ribadito la richiesta di procedere immediatamente con l'autoesclusione del conto.

​Nonostante il mio chiaro rifiuto dell'offerta e la riconferma della volontà di chiudere il conto, l'operatore non ha applicato alcun blocco, consentendomi di effettuare ulteriori versamenti sulla piattaforma.

A partire dalla data della mia prima richiesta ad oggi, ho depositato una somma totale pari a 1.034,00 €.

​Richiesta:

In considerazione della mancata applicazione delle misure di tutela sul Gioco Responsabile, dell'inosservanza del mio esplicito rifiuto del bonus e della mancata chiusura del conto, chiedo il rimborso integrale di tutti i depositi effettuati successivamente alla mia richiesta (1.034,00 €).

​Allego in documentazione:

1) ​Prova/Screenshot della richiesta esplicita di chiusura/autoesclusione.

​2) Prova/Screenshot dell'offerta del bonus da 40 €, del mio esplicito rifiuto del bonus e del sollecito a procedere con la chiusura.

3) ​Estratto storico delle transazioni a riprova dei 1.034,00 € depositati dopo la richiesta.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I have reviewed the screenshots you uploaded with your complaint. Although you did request that your account be closed for 12 months, you never stated that your reason for doing so was gambling addiction or gambling-related harm.

Please note that casinos treat general account closure requests differently from self-exclusion requests due to gambling addiction. Closing an account is a relatively simple process with limited long-term implications. In most cases, players can request to reopen their accounts in the future, and the casino has no ongoing responsible gambling obligations once the account is closed.

Self-exclusion, on the other hand, comes with much stricter restrictions. When a player clearly requests self-exclusion due to gambling addiction or gambling-related harm, the casino is expected to take additional responsible gambling measures, including ensuring that the account is not reopened during the self-exclusion period.

• Have you contacted the casino after 21 May to repeat your account closure request and clearly specify that the reason for your decision was gambling addiction or gambling-related harm?

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