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I've been trying for weeks to withdraw but I'm not able to, as the system keeps telling me 'error I should contact support'. I forwarded the matter to their support team but I still wasn't able to get help. It's been a while now and I don't want to lose any further of my winnings. Please help!

Dear malingazola,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear malingazola,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello

Yes indeed I did send out my documents a month ago, which is my ID and my proof of residence as I thought that's the case I couldn't Withdraw. The support team said they would pass on the case to their finance team but all their finance team did was ask for a few screenshots which I gladly sent but was never to hear from them again.

Thank you very much, malingazola, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear malingazola,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Wazamba Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Wazamba Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Good day,

Thank you for reaching out. 

You can be sure that we are doing our best to make the withdrawal process as smooth as possible. Unfortunately, there are certain aspects that do not depend on us and therefore we might have to offer alternative solutions.

We have emailed you last month, however, it seems that you did not receive our email. We kindly ask you to request a withdrawal using alternative method as bank transfer in not available for the time being. As a result of changing the service of withdrawal processing, we kindly ask you to make a minimal deposit, and create a new withdrawal request. The minimal deposit can be requested for withdrawal without any wagering. 

If you have any additional questions, please, do not hesitate to contact us at any time. 

Best Wishes, 

Wazamba.com

Hello

I did try an alternative withdraw method since the casino only just mentioned their wire transfer is not available.

I choose a crypto wallet transfer as an alternative method and the withdrawal is still pending and hoping it could be completed as soon as possible.

As soon as it's all completed I shall update everyone on the process.

Regards,

Zolani

Hello

I would like to thank the casino guru team for helping me retrieve my winnings.

I was able to get my withdrawals through my crypto wallet.

Thank you for your time and effort casino guru team.

Regards

Zolani.

Dear malingazola,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan