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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.

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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

Good morning Veronica,

I don't know if it's easy to read from the screenshots you sent previously.

My email, after a request in chat, of which however there is no trace, was the following:

"Good morning,

I hereby request self-exclusion from using and recharging on your site for 12 months.

Username: BRLTHAZOR86

Hoping for your prompt intervention, I send you my regards."

I had specified both self-exclusion and the possibility of not wanting to be able to top up in the next 12 months.

First of all, thank you for taking charge of the complaint.

I would therefore like to clarify two fundamental points for the evaluation of the case:

Nature of the request: I specifically requested a 12-month ban to stop my gaming activities and avoid financial losses.

Such a long-term ban isn't just a temporary closure, but a personal protection measure related to gambling-related issues.

Casino's FALSE CONFIRMATION (Technical Error and Deception):

Regardless of the reason, the "Toto" operator confirmed to me via email on May 21st: "We confirm that the account has been closed as per your request."

​Relying on their official confirmation of closure, I believed the account had been deactivated and locked by their systems.

Instead, the casino made a serious technical and organizational error by leaving my account completely accessible, which allowed me to make additional deposits of €1,034.00 in July.

If a casino sends written confirmation of closure/blocking, it has a technical obligation to implement it.

Holding the player responsible for deposits made into an account that the operator itself had declared closed is unacceptable.

I therefore ask you to notify the casino to clarify why they sent a false closure confirmation without ever applying the block on their systems.

Greetings,

Guido

Buongiorno Veronica,

Non so se dagli screen shot inviati precedentemente si legge bene.

La mia mail, dopo richiesta in chat, di cui pero non vi è traccia era la seguente:

"Buongiorno,

Con la presente sono a richiedere l'autoesclusione per 12 mesi dell'utilizzo e ricarica presso il vostro sito.

Nome Utente: BRLTHAZOR86

Sperando in un vostro celere intervento vi saluto."

Avevo specificato sia l'auto esclusione che la possibilità di non voler avere la possibilità di ricariche nei prossimi 12 mesi.

Intanto vi ringrazio per la presa in carico del reclamo.

Vorrei perciò chiarire due punti fondamentali per la valutazione del caso:

​La natura della richiesta: Ho espressamente richiesto un blocco per 12 mesi proprio per fermare le mie attività di gioco ed evitare perdite economiche.

Un blocco di così lunga durata non è una semplice chiusura temporanea, ma una misura di tutela personale riconducibile a problematiche legate al gioco d'azzardo.

​La FALSA CONFERMA del casinò (Errore Tecnico e Ingannevolezza):

Indipendentemente dalla motivazione, l'operatore "Toto" in data 21 maggio mi ha confermato testualmente via mail: "Le confermiamo che l'account è stato chiuso come da sua richiesta".

​Facendo affidamento sulla loro conferma ufficiale di avvenuta chiusura, ritenevo che l'account fosse stato disattivato e bloccato dai loro sistemi.

Al contrario, il casinò ha commesso un grave errore tecnico e organizzativo lasciando il conto totalmente accessibile, cosa che mi ha consentito di effettuare depositi per ulteriori 1.034,00 € a luglio.

​Se un casinò invia una conferma scritta di avvenuta chiusura/blocco, ha il dovere tecnico di renderla operativa.

Ritenere il giocatore responsabile per depositi avvenuti su un conto che l'operatore stesso aveva dichiarato chiuso è inaccettabile.

​Vi chiedo pertanto di procedere con la notifica al casinò per chiarire perché abbiano inviato una falsa conferma di chiusura senza mai applicare il blocco sui loro sistemi.

Saluti,

Guido

I also have emails where an operator offers me bonuses just to stay but I refuse.

Inoltre ho anche mail dove un operatore mi propone bonus pur di rimanere ma io rifiuto .

Hello Veronika,

I'd like to add a key detail to my previous response: in my communication to the casino, I never asked for a simple account deactivation, but rather specifically used the phrase "SELF-EXCLUSION from the site and blocking of top-up options for 12 months."

The use of the word "self-exclusion" together with the complete blocking of top-ups for such a prolonged period (12 months) constitutes the formal activation of Responsible Gaming protections.

​Added to this is the fact that the casino, on May 21st, sent me a written confirmation from the operator Toto: "We confirm that the account has been closed as per your request."

Having been reassured by their official email that the closure and self-exclusion had taken place, the fact that their systems continued to allow deposits of €1,034.00 in July demonstrates a serious malfunction and a violation of their own confirmations.

I ask you to forward the form to the casino to clarify this obvious operational flaw.

​Ciao Veronika,

​Desidero integrare la mia risposta precedente con un dettaglio fondamentale: nella mia comunicazione al casinò non ho mai chiesto una semplice disattivazione dell'account, ma ho utilizzato espressamente la formula di "AUTOESCLUSIONE dal sito e blocco della possibilità di ricarica per 12 mesi".

​L'uso della parola "autoesclusione" unitamente al blocco completo delle ricariche per un periodo così prolungato (12 mesi) costituisce l'attivazione formale delle tutele di Gioco Responsabile.

​A ciò si aggiunge il fatto che il casinò, in data 21 maggio, mi ha inviato una conferma scritta inviata dall'operatore Toto: "Le confermiamo che l'account è stato chiuso come da sua richiesta".

​Essendo stato rassicurato dalla loro mail ufficiale sull'avvenuta chiusura e autoesclusione, il fatto che i loro sistemi abbiano continuato a consentire depositi per 1.034,00 € a luglio dimostra un grave malfunzionamento e una violazione delle loro stesse conferme.

Vi chiedo di inoltrare la scheda al casinò per chiarire questa evidente falla operativa.

Good morning, I was finally contacted by the casino to resolve the matter amicably. They offered me a partial refund of €729.

I accepted so as not to drag things out too much.

Buongiorno, alla fine sono stato contattato dal casino per la risoluzione bonaria della questione. Mi hanno offerto un rimborso parziale di 729 € .

Ho accettato per non portare le cose troppo alle lunghe

Thank you for keeping me updated. I appreciate that you used the term "self-exclusion" in your communication with the casino. However, I would also like to explain why we have limited possibilities to intervene on your behalf. When assessing complaints, we have to follow our internal guidelines. For us to consider a request as a self-exclusion due to gambling-related harm, the player needs to clearly indicate that they are requesting the exclusion because of gambling addiction, loss of control, or another gambling-related problem. Merely requesting a 12-month self-exclusion or asking for deposits/top-ups to be blocked does not, by itself, establish that the request was related to gambling addiction or gambling-related harm.

That being said, I'm glad the casino ultimately agreed to compensate you partially.

Could you please send me the most recent communication you had with the casino regarding the €729 refund, including the message in which they offered the refund and, if applicable, the terms or conditions attached to the agreement? My email address is veronika.f@casino.guru. Thank you for your cooperation.

Yes, yes, I understand your policy on mentioning "gambling addiction." But that only benefits the casinos.

Anyway, I solved it after writing to the Curacao Board.

I attach the emails exchanged.

Si si, capisco la vostra politica sul menzionare "ludopatia". Però cosi è un vantaggio solo per i casinò.

Comunque ho risolto dopo aver scritto al Curacaò Board.

Allego le mail scambiate.

Dear Belthazor86,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru