Wazamba Casino - Pelaajan tili on suljettu kotiutuspyynnön jälkeen.

Wazamba casino closed my account after my withdrawal request on January 28. I assume the remaining account balance was 1385.65 EUR.

I will paste the last chat conversation below, as it was the final straw that led me to seek help here and bring this matter to the attention of a third party. I can also provide earlier emails if needed.

-The casino knew that my account was frozen, yet they still asked me to log in and upload the documents there.

-The casino received my verification documents a long time ago by email. More than 10 days have passed, even though they said the verification process could take about that long max.

-They asked me to send the documents by email again even though they know already that I had submitted them.

-They have not communicated clearly or responded regarding what, if anything, is still required in the documents.

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Hello, I have an account problem.

Chat started

Tulip joined the chat

Tulip

Hello! Welcome to Customer Support Service!

My name is Tulip and I will be assisting you today.

How can I help you?

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Hi, I sent you already on 29 January the first email: Hello,

I heard my account is frozen. Please advise how to withdraw my remaining balance? 

Tulip

XXXXX, thank you for confirming. Kindly allow me some time to check with the relevant team. I’ll get back to you as soon as I have an update. 

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I just wanted to inform you that I'm just about sending a public compaint about your casino and progressing to a dispute arbitration

Ok, thank you

I would put to the disputed amount 1385.65 EUR. Could you kindly confirm if that's the correct amount in my account?

Tulip

Thank you very much for your patience.

I can see from your account, that our Financial Department has already WFD: ID + selfie. TRX Jan (Neteller + Jeton) + Netellar + Jeton Ownership + selfie ID AOS. requested documents for you to upload in the verification section.

You can see the "Verification" tab in the "Settings" menu next to the "Deposit" button.

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What does WFD mean?

Tulip

Please note that this means team is waiting for documents. 

Is there anything else I can do for you?

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You know that I can't log into my account, right? Do you

Tulip

Thank you so much for waiting. Let me unfroze your account by team. 

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Great, thank you so much.

Tulip

XXXXXX, thank you for your patience. Please send your documents to support@Wazamba.com for verification. Once the verification team reviews and approves them, you will be able to access your account. 

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You said you will unfreeze my account now, did you do that?

I have sent my verification documents by email a long time ago

I have sent them on 16 February

Tulip

Please note that after reviewing your account status, it is currently closed due to incomplete verification. I kindly request that you resend your documents to the team and allow the necessary time for the verification process to be completed. Thank you for your understanding. 

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Is it my fault and requirement to resend the documents, if you don't do your work properly .

Tulip

Once all of the requested documents have been received correctly, it can take up to 10 working days to review them. You will be notified by email once the process has been completed or if further information is needed.

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This is clearly harassment of your client/player, and I will proceed with the dispute arbitration using this chat transcript, among other documented evidence.

There is no communication from your side that anything particular from the documents would be missing

Tulip

PPlease send the updated documents required for verification. The team will review them and respond to you as soon as possible. 

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I have sent them already

16 February

Do you think I should open the dispute to the arbitrator now? Like Casino Guru -site

Tulip

Please note that team is still processing on it and will respond back to you as soon as possible. 

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I will proceed to the arbitrator now. Thank you for this. Bye

Tulip

If that is all, I will proceed with ending our chat session for now, however please feel free to contact us again with any further questions. Have a great remainder of your day and enjoy your time on our site! 

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Tulip left the chat

Chat ended

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.

Dear tmstms,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

To clarify your situation:

• Have you ever made a withdrawal at this casino?
• Could you please let me know which verification documents you have already provided, and whether they were in the requested format?
• What specific dates did you send the verification documents?

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

Have you ever made a withdrawal at this casino?

Yes, I had used their site without problems since opening my account on 11 November. I made many successful withdrawals before this incident.

Could you please let me know which verification documents you have already provided, and whether they were in the requested format?

I can't fully comment on "whether they were in the requested format" if there was no actual requested format. But if there were, I provided those documents in the right format. Plus, over the months, Wazamba never requested me to correct a file format.

What specific dates did you send the verification documents?

As a reply to their 13 February request (which they sent only about two weeks after closing my account! They didn't seem to be in any hurry to give a player at least a somewhat smooth experience.)

The documents needed are:

A photo of your ID along with a selfie

Transaction history of Jan (Neteller + Jeton)

Ownership of Neteller + Jeton

A selfie holding any ID document with the website visible in the background. It should look like this - https://prnt.sc/U7uYMZgKwLuf

16 February, I sent those (as in the small screenshot attached shows):

A photo of your ID along with a selfie - check

Transaction history of Jan (Neteller + Jeton) - check

Ownership of Neteller + Jeton - check

A selfie holding any ID document with the website visible in the background - check

I sent all the documents they requested. The verification didn't progress, and on 25 February, after my contacts, they specified that A photo of your ID, along with a selfie, meant a separate photo of an ID + a simple separate selfie, I assume, as my single selfie with my ID wasn't enough. I sent the ID photo on 25 February.

From the beginning, I contacted them several times through chat and email. The whole incident started when they informed me that my account had been closed by the administration, with no possibility of reopening it. Therefore, my main objective was simply to get my remaining balance out and move to another platform to play that is less hostile and more consistent toward normal players, not arbitrarily without any proper reason, especially a specified and named reason (randomly?!), locking the player out with his money in the account. And playing a cat-and-mouse game, being an intentional bully, whether or not the player ever sees the account balance money again.

This harassment I experienced appeared in several forms. For example, they repeatedly insisted that I should submit the documents through my account directly, even though they very well knew I couldn't. They had clearly stated from the very beginning that my account was closed and could not be reopened.

Immediately after this public complaint went online, they replied to my email. I believe that otherwise they most likely would not have responded at all. Or maybe they could have replied only much later in the coming weeks.. with some more nonsense.

Now, in their latest email, they are once again requesting the following documents:

ID document

Jeton transaction history for January

Neteller transaction history from 15.12.2025 to 15.01.2026

However, I had already submitted all of these documents to them a long time ago. It is important to point out that their original request regarding Neteller was for the transaction history for January only (Neteller + Jeton), and that is exactly what I provided.

This pattern gives the impression of gaslighting, bullying, and harassment intended to blur or shift the scope of their previous requests. They are now reformulating the Neteller request to cover the period from 15.12.2025 to 15.01.2026, which may create the false impression that I failed to submit the originally requested documents.

Beyond this apparent strategy of delaying or obstructing payment, there is also a wider principle at stake: who determines what documents a player must provide in order to withdraw legitimate winnings? A casino cannot reasonably have unlimited discretion to demand personal data or irrelevant documents. The jurisdiction under which Wazamba operates must set at least some boundaries based on necessity, proportionality, and data minimization.

That said, the central issue remains that Wazamba appears to be intentionally and repeatedly demonstrating that it is not handling the verification process in a serious, fair, or efficient manner. In my opinion, "bullying" is the most accurate description of this behavior.

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

Are there any specific terms or conditions that you were aware of upon signing up that may relate to the withdrawal process?

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

Thank you again for your cooperation.

I just sent some essential email conversations by email.

Are there any specific terms or conditions that you were aware of upon signing up that may relate to the withdrawal process?

No, not really. Non-responsiveness, ignorance of receipt of my documents, changing document requests, etc., shouldn't have anything to do with the withdrawal process.

Just now I resent Wazamba the additional documents, exactly as their most recent request is:

-ID document (picture of my passport)

-TRX Jeton for January (deposits and withdrawals proof - to and from casino sites)

-TRX Neteller from 15.12.2025 to 15.01.2026 (deposits and withdrawals proof - to and from casino sites)

Just in case, in addition to replying with the additional documents to complaints@wazamba.com, I have now also sent the exact same email and documents to support@wazamba.com.

Dear tmstms

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 Samuel (samuel.s@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 tmstms,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Wazamba Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Wazamba Casino,

Please provide detailed information regarding the player’s issue. In particular, we kindly ask you to provide a detailed explanation of what exactly is required from the player to complete the verification, including clear instructions on how to provide it, so that any further delays can be avoided.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Earlier, they did not specify in what format I should provide the transaction histories. Unsurprisingly, they now want to prolong the process further by requiring me to change the format from images to PDFs.

They replied today:

...

We would like to inform you that the provided passport is accepted.

We kindly request to provide us the transaction history of Jeton for January in PDF and of Neteller from 15.12.25 to 15.01.26 in PDF format.

...

So, I prepared the statements in PDF and sent them now too. Just now I replied to them:

...

I have attached PDFs of the same transaction histories shown in the screenshots, covering all of my casino e-wallet deposits and withdrawals (not necessarily only Wazamba). Personal / unrelated transactions have been redacted.

...

Hello tmstms,

Thank you for the update and for sending the PDFs. I see that you’ve converted the screenshots to PDF and redacted some information.

Please note that in most cases, casinos require original, unaltered statements directly from the provider (Jeton, Neteller, etc.). Screenshots converted to PDF or documents with redactions may not always be accepted for verification purposes.

I recommend double-checking that the files you sent meet the casino’s requirements exactly, as this could affect whether the verification will be approved.

I’ll wait for the casino’s response, and we’ll see how to proceed once they review the documents.

Hello Samuel / Dear Wazamba Casino,

I confirm that the documents submitted were not converted from screenshots. The statements were downloaded directly in PDF format from the official e-wallet provider interfaces.

With regard to the requested documentation, I would like to clarify why certain information has been redacted. Wazamba is only entitled to request documentation that is relevant and necessary for legitimate verification purposes. Personal transactions unrelated to gaming activity—such as retail purchases, grocery payments, or other day-to-day debit card expenditures—fall clearly outside that scope.

Accordingly, I have redacted information that is manifestly irrelevant to account verification. This is not a refusal to cooperate, nor a sign of mistrust, but rather a reasonable and responsible measure to protect personal privacy.

While I understand that Wazamba operates under an offshore license, the principle of data minimization—as reflected, for example, in Article 5(1)(c) of the EU General Data Protection Regulation (GDPR) and widely accepted international standards—supports limiting the collection and processing of personal data to what is strictly necessary for the stated purpose. In this context, requesting visibility into unrelated personal spending history would appear disproportionate.

I have been playing online for over 25 years and have extensive experience with verification procedures across multiple operators. In that time, I have not encountered a case where disclosure of completely unrelated personal consumer transactions was required.

I therefore respectfully maintain that the submitted documents contain all information necessary to complete the verification process, and that the redacted elements are clearly outside the reasonable scope of such requests.

Given that the details of non-casino-related transactions have been blurred on the statements, while the transactions themselves remain visible, I am even fully comfortable providing the documents to the Casino Guru arbitration team for independent assessment, if necessary.

More broadly, I believe it is important to make a general point here. Proper verification of genuinely relevant information is, of course, entirely reasonable and serves several important purposes, including player protection, the prevention of money laundering, the detection of identity theft, and other legitimate compliance objectives.

At the same time, if a significant part of the online casino player community has come to regard the disclosure of unrelated personal financial records to casino operators as acceptable, or even necessary, that would be a serious misconception. Such information falls outside any reasonable and proportionate verification scope, and there are genuine risks in normalizing this practice, particularly in terms of how collected personal data may be stored, handled, or potentially misused. Players should be made aware of those risks.

For that reason, I would strongly encourage player advocacy platforms such as Casino Guru to provide general guidance making clear that requests for unrelated personal transaction data should not be considered a normal or justified requirement.

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In addition, overly broad documentation demands may create an appearance of non-compliance. In practice, this can expose the player to the risk of having legitimate winnings delayed or denied on the allegation that the verification requirements were not fulfilled. In no case should a player’s verification be left pending for several months without proper resolution.

Dear tmstms,

We are sorry to hear about your dissatisfaction.

We would like to inform you that our team is reviewing the latest documents provided and we'll return to you shortly with a clear update regarding your account verification.

We truly appreciate your cooperation and patience.

Kind Regards,

Wazamba Casino Team

Hello everyone,

thank you, Wazamba Casino, for the update and for confirming that the submitted documents are currently under review.

tmstms, we will now wait for the casino’s final verdict on the verification. Once we receive their decision, we will see how the case proceeds and what the next steps will be.

Thank you all for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have sent Wazamba Casino now a new full Jeton January transaction history. Earlier, I sent a version only until mid-January. They requested changes.

Dear tmstms,

We kindly request to check the email received and provide us the required document as soon as possible so as to complete your account verification.

Thank you for your cooperation and patience.

Kind Regards,

Wazamba Casino Team

Hello everyone,

thank you for the update.

Dear tmstms, please check the email from the casino and provide the requested document so the verification can be completed.

Dear Wazamba Casino, once the player submits the required document, please proceed with the review and inform us about the outcome.

Thank you for your cooperation.

Note: the requested document they asked again was the Jeton January account statement that I have already sent them:

Wazamba’s email yesterday:

"We kindly request to provide us the transaction history of Jeton for the full month of January in original PDF format, not modified as the one provided."

The PDF I sent — the Jeton January account statement — was the original statement downloaded directly from the site. I only covered completely unrelated lines, such as my personal debit card use and similar private transactions.

The statement still fully shows all deposits and withdrawals to and from Wazamba.

Yet Wazamba persistently keeps asking for those unrelated lines to be included as well. Why? On what grounds is that information any of the casino’s business in the first place? I do not find this request appropriate at all.

What do you say, Casino Guru? Could you please comment on this? And Wazamba, could you explain the basis for this request?

If a casino has clear legal and regulatory grounds to make the payout of a player’s winnings conditional on seeing the player’s grocery shopping, personal purchases, family-related transactions, and other completely unrelated private matters, then I will send the full, uncovered statements.

However, I do not believe that this is the case, and I do not consider the request appropriate.

I just emailed Wazamba even this:

Hello,

I’m happy to send you the uncovered version of the downloaded statement immediately, once I receive even a brief reply of one or two sentences explaining why I need to share unrelated personal information in order to have my winnings paid.

If there is a regulatory or legal reason for this request, I’m happy to comply. If there isn’t, I consider the request inappropriate.

...

Hello everyone,

Dear tmstms,

thank you for your update and for clarifying your position regarding the submitted Jeton statement.

Please note that casinos are generally required under AML (Anti-Money Laundering) regulations to request complete and unaltered financial statements when conducting source of funds and transaction verification. This includes full visibility of all transactions on the account, even those not directly related to the casino activity. By providing a redacted document, the verification process cannot be properly completed, which is likely the reason why the casino has requested the full original version.

At this point, refusing or delaying the submission of the unedited statement will only prolong the verification and therefore also delay the withdrawal process.

Dear tmstms,

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

5.2 We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

We hope that this clears up the matter for you.

We kindly request to provide the required document as soon as possible in order to complete your account verification and proceed with the payment.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Hello everyone,

Dear Wazamba Casino,

thank you for your clarification and for outlining the relevant AML/KYC requirements.

Dear tmstms,

the casino has now clearly confirmed the reason for the request, so at this point the key step is to provide the unedited Jeton statement as requested in order to complete the verification and avoid further delays in the withdrawal process.

Please let me know once you have sent it, or if there are any updates from the casino.

I see, okay. Wazamba suddenly closed my account while there was still a balance in it, did not provide any information about why this happened, only emphasized that my account would not be reopened, and did not respond to my inquiries about the KYC process.

Once a casino site behaves like this, without any good, obvious reason, it is only natural that distrust arises.

Document sent now.

Hello everyone,

Dear tmstms,

thank you for the update and for confirming that you have submitted the requested document.

Dear Wazamba Casino,

the player has now provided the required document. Please proceed with the review and clarify the current status of the account, including the reason for the closure and the remaining balance.

I will now wait for your response.

Dear tmstms,

Kindly be informed that our team is reviewing the latest document provided and we'll return to you shortly with a clear update.

Thank you for your cooperation and patience.

Kind Regards,

Wazamba Casino Team

Hello everyone,

Wazamba Casino, thank you for confirming receipt of the document and that it is currently under review.

At this point, I will wait for the outcome of the verification process. Please inform us as soon as the review is completed, including the result and the current status of the player’s account and balance.

Dear all,

We kindly apologize for the delay.

We'll return to you shortly with a clear update.

Thank you for your cooperation and patience.

Kind Regards,

Wazamba Casino Team

Hello everyone,

thank you for the update.

Dear Wazamba Casino, I acknowledge your message and the ongoing review of the submitted document. At this point, I would kindly ask you to proceed with the verification process without further unnecessary delays or additional document requests, unless there is a clearly new and specific compliance reason for doing so.

Please ensure that once the review is completed, you provide a clear and final conclusion regarding the player’s verification status and account situation.

Thank you for your cooperation.

Dear tmstms,

We are pleased to confirm that your account verification and payment have been successfully completed.

We truly appreciate your cooperation and patience.

Kind Regards,

Wazamba Casino Team

Hello,

I just chatted on Wazamba website:

Hello,

I can't log into my account : I still have this message: Account frozen

Your account has been temporarily blocked because you exceeded the number of login attempts with a wrong password. Do not hesitate to contact us via Live Chat in case of any questions or issues.

Chat started

Kunal joined the chat

Kunal

Hello! Welcome to Customer Support Service!

My name is Kunal and I will be assisting you today.

Hello

Kunal

I understand your concern about not logging in to your game account, and I will be more than happy to check that for you, just bear with me for a few minutes.

Thank you

Kunal

I am checking your request with the relevant department, so please bear with me a little longer while I wait for an update from them.

ok

Kunal

Thank you for waiting. Kindly note, that as per the administration's decision, your account was closed without the possibility to be reopened.

Ok, I will continue on Casino Guru with this updated information. Thank you so much for checking. Bye!

...

I have not yet received a payment where the payer was stated as "Wazamba" or under any of their usual company names that previously paid my withdrawals.

So far, I have received one payment that I strongly suspect have come from them, but the amount is lower than what I remember my account balance actually was. Therefore, it is important to verify that the amount paid matches my true records, the actual remaining balance on my account. Without this proof, I am not fully convinced that all funds from my account have been paid.

Practically speaking, I would therefore ask either for access to my account to be restored, or for account statement documents to be provided as proof.

Hello everyone,

thank you for the updates.

Dear Wazamba Casino,

thank you for confirming that the verification and payment process has been completed.

However, the player now reports that the account appears to have been permanently closed and that they are unable to verify the final account balance or transaction history. The player also states that the received payment may not fully match the remaining balance they remember having on the account.

Could you therefore please clarify:

• whether the account was indeed permanently closed,
• what the final account balance was before closure,
• and whether you could provide the player with an account statement or transaction history confirming the final balance and the exact amount paid out.

Dear tmstms,

thank you for the detailed update and for sharing the information from the live chat. I understand your concern, especially if you cannot currently access the account to verify the balance and transaction history yourself.

For now, I will wait for the casino’s clarification regarding the account closure and the final payout details so we can properly confirm whether everything was settled correctly.

Thank you both for your cooperation.

Dear Casino Guru,

Our team is looking into this for you right now.

We will get back to you with a full update just as soon as we have all the details.

Kind regards,

Wazamba Team

Hello everyone,

thank you for the update.

Dear Wazamba Casino,

thank you for confirming that the matter is still being reviewed. Please provide the requested clarification regarding the final account balance, payout amount, and account closure once your review is completed.

Dear tmstms,

for now, we will wait for the casino’s next update and clarification regarding the final balance and payment details.

Thank you both for your cooperation.