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