Wazamba Casino - Pelaajan tili suljettiin, kun itsesulkupyyntöä ei huomioitu.

After my account was inadvertently reopened on February 5, 2025, I immediately requested a permanent self-exclusion, but this request was ignored. My account was only closed by self-exclusion on February 27, 2025. In the meantime, I lost €890. I contacted the casino several times, alerting them to my gambling addiction via email and live chat. So far, no request for a refund has been received.

Nach ungewollter Wiedereröffnung meines Kontos am 05.02.2025 habe ich direkt um einen dauerhaften Selbstauschluss gebeten, dieser wurde ignoriert. Erst am 27.02.2025 wurde mein Konto per Selbstausschluss geschlossen. In der Zwischenzeit habe ich 890€ verspielt. Ich habe das Casino mehrfach kontaktiert, per email und per Live Chat auf meine Spielsucht aufmerksam gemacht. Auf eine Rückforderung wurde bisher nicht eingegangen.

Dear vwn5ktjzr8,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you, I am aware of the difference.

Vielen Dank, mir ist der Unterschied bewusst.

I have forwarded the existing histories to them.

Ich habe die vorhandenen Verläufe an sie weitergeleitet.

Hello, can you tell me something about the files sent?

Thanks

Hallo, können Sie mir etwas zu den gesendeten Dateien mitteilen?

Danke

Dear vwn5ktjzr8, has your casino account been closed?

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

I can only recommend how to request self-exclusion properly in the future. Inform us once you request self-exclusion and forward the request to my email address.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Hello, yes, my account has been closed. I sent everything via email. I requested self-exclusion due to gambling addiction. This request hasn't been processed for a long time.

Hallo, ja mein Konto wurde geschlossen. Ich habe alles per email gesendet. Ich habe um den Selbstauschluss aufgrund von Spielsucht gebeten. Dieser wurde lange nicht bearbeitet.

I have sent you all the evidence again by email

Ich habe ihnen noch einmal alle Nachweise per email zukommen lassen

Dear vwn5ktjzr8, could you please forward all original emails you sent or received regarding the account closure or reopening directly from your email inbox (no screenshots, only forwarded messages)?

Also, please send your full deposit history, especially for the period between February 5 and February 27, 2025.

Hello Dominika, I have sent everything.

Hallo Dominika, ich habe alles gesendet.

Thank you very much, vwn5ktjzr8, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello vwn5ktjzr8,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wazamba Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

Dear vwn5ktjzr8,

I have reached out to the casino internally, outside of this thread. I will be informing you as soon as I get a reply. I am setting one last timer. Thank you for your patience.

Dear vwn5ktjzr8,

I have received the following message from the casino:

"Dear vwn5ktjzr8,

I hope this message finds you well.

We sincerely appreciate your understanding and apologize for any inconvenience this situation may have caused.

We are currently investigating this matter and will respond to you with a comprehensive reply at our earliest convenience.

Thank you very much for your patience and support as we work to resolve this issue.

Best regards,

Wazamba Casino Team"

I am therefore setting a timer for the casino to provide us with additional details and updates.

Dear vwn5ktjzr8,

I hope this message finds you well.

We would like to express our sincerest apologies for the inconvenience caused by the reopening of your account at the end of January 2025, which was due to a technical error within our system.

We wish to clarify that we were unable to locate any closure request email from you dated 5 February 2025, as you have indicated. On that specific date, we recorded your initial account closure due to a gambling issue; however, you were advised via live chat to send an email regarding your account closure, which took place on 13 February 2025.

Additionally, upon receiving your confirmation on 13 February 2024, we observed that no deposits had been made from your end.

Once again, we extend our apologies for the inconvenience this situation has caused.

Kind regards,

Wazamba Casino Team

Hello Wazamba Casino,

I have the payment histories and also the email histories regarding the closure request.

I would be happy to send them to you.

Guten Tag Wazamba Casino,

ich habe die Zahlungsverläufe und auch die Email Verläufe bezüglich Antrag auf Schließung.

Ich kann ihnen diese gerne zukommen lassen.

Dear Wazamba Casino,

Can you confirm for me when exactly did you close the player's account?

Dear Michal,

I hope this message finds you well.

According to the information available regarding the payer account data, it has been officially closed as of February 27, 2025.

Kind regards,

Wazamba Casino Team

Dear Wazamba Casino,

Would you be able to provide me with the player's deposit history?

Hello Michal,

We have sent an email to you.

We will wait for your update.

Best regards,

Wazamba team.

Dear vwn5ktjzr8,

I have received rock-solid evidence from the casino that proves their statement that no deposits were made between the 14th of February (24 hours after your self-exclusion request) and the 27th of February (the date of the account closure). Due to this fact, I am forced to close this complaint.

Dear Wazamba Casino,

I would strongly advise you to improve the whole process of self-exclusion, because 9 working days is considered by us to be too long. Self-exclusion requests with the mention of a gambling problem should be dealt with as soon as possible to protect players from further harm and subsequent financial losses.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.