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Dear Eren,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you activated any promotional offers when depositing funds into your account? Do I understand correctly that your friend owns an account in the same casino too?

I have checked the general terms and conditions, and this is what I found https://wazamba.com/en/rules:

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account from the same IP address or device. If your friend has also an account in the same casino, this has been recognized by the casino as multiple accounts, hence, breaching the T&Cs.

Looking forward to hearing from you.

Best regards,

Petronela

Dear Eren,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

No, I have not activated any promotional offers.

I think this is a complete rip-off. You can't just block a person who is willing to provide his data to eliminate a misunderstanding (alleged duplicate) and just reply by copy and paste.

My IP address reveals little to nothing about my identity. I created the account with a colleague. I understand that it can seem suspicious, but then to block my account and offer no possibility for clarification, I think is a cheek and a fraud.

I deposited € 200, won € 50. I would even forego the profit. I just want my deposit back.

Is there any point in reporting to consumer protection?

As I said, a repayment of my deposit of € 200 would be enough for me.

Nein ich habe keine Werbeangebote aktiviert.

Ich finde das ist reinste Abzocke. Man kann doch nicht eine Person, die Bereit ist seine Daten bereitzustellen um ein Missverständnis (angebliches Duplikat) aus der Welt zu schaffen, einfach so sperren und nur per Copy Paste anworten.

Meine IP-Adresse gibt wenig bis garnichts über meine Identität bekannt. Ich habe mir den Account bei einem Kollegen erstellt. Ich verstehe dass es verdächtig wirken kann aber dann meinen Account zu sperren und keine Möglichkeit zur Klarstellung zu bieten, finde ich ist eine Frechheit und Betrug.

Ich habe 200€ eingezahlt, 50 Euro gewonnen. Ich würde sogar auf den Gewinn verzichten. Ich will nur meine Einzahlung zurück.

Bringt es hier was sich am Verbraucherschutz zu melden?

Wie gesagt eine Rückzahlung meiner Einzahlung von 200€ würde mir reichen.

Thank you, Eren, for your reply. Could you please advise if the account of your colleague has been successfully verified in the past?

It was verified with his address and bank details, he made the payment before I created my account. However, the payout was weeks ago and he still hasn't received anything. He paid out € 200 and deposited € 100 of that.

And I deposited € 200 and wanted to withdraw € 250.

Verifiziert wurde es mit seiner Adresse und Bankdaten, er hat die Auszahlung getätigt bevor ich meinen Account erstellt habe. Allerdings ist die Auszahlung schon Wochen her und es ist immernoch nichts angekommen bei ihm. Er hat 200 Euro Ausgezahlt und 100 € davon hatte er eingezahlt.

Und ich habe 200€ eingezahlt und wollte 250€ auszahlen.

If I understood correctly, your friend has requested one withdrawal previously but funds have never been received, is that right?

Could you please advise if you have any other sessions from a different IP address or the one when you have accumulated your winnings was the only one?

Exactly, my colleague made a withdrawal.

New info: My colleague wrote to support, they claim that the transfer allegedly took place, and sent a transfer number. However, nothing arrived and the payout was already on May 30th, 2021. So more than 1 month ago.

To the second question:

I created the account with my colleague and deposited € 200. After I was € 50 plus, I paid it out straight away and stopped playing. After a few days I received an email that my account had been blocked due to an alleged duplicate and my support requests were skilfully dismissed using copy and paste.

Genau, mein Kollege hat eine Auszahlung durchgeführt.

Neue Info: Mein Kollege hat dem Support geschrieben, diese Behaupten dass die Überweisung angeblich stattgefunden habe, und haben eine Überweisungsnummer geschickt. Allerdings ist nichts angekommen und die Auszahlung war schon am 30.05.2021. Also mehr als 1 Monat her.

Zu der zweiten Frage:

Ich habe den Account beim Kollegen erstellt, und 200€ eingezahlt. Nachdem ich 50€ im Plus war, habe ich es direkt Ausgezahlt und nicht mehr gespielt. Nach einigen Tagen habe ich eine Mail bekommen dass mein Account gesperrt wurde wegen angeblichem Duplikat und meine Support Anfragen wurden per Copy Paste gekonnt abgewimmelt.

Thank you very much, Eren, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Eren,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Wazamba Casino to the conversation to participate in the resolution of this complaint.

All right, thank you very much for your help,

I wish you both a nice weekend.

Alles klar vielen dank für ihre Hilfe,

ich wünsche ihnen beiden ein schönes Wochenende.

Dear Player,

Thank you for reaching out. We highly value your feedback and we will do our best to improve our service further.Unfortunately, since account was recognised as duplicate, it cannot be reopened.

Nevertheless, as indicated in our email, we would like to offer you the refund of your deposit. In order for us to be able to proceed with the payment, we kindly ask you to check our email and send us the requested details.

We hope this clarifies the matter and we are looking forward to hearing from you.

Sincerely,

Wazamba

Hi Wazamba Casino team,

Thank you for your reply. Was the account marked duplicate based solely on the used IP?

Good day,

Thank you for reaching out.

The accounts were recognized as duplicates based not only on IP, but other contributing factors as well.

Sincerely,

Wazamba

Hi, could you please send evidence of the duplicate account to my email address (peter.m@casino.guru)?

Dear Peter,

Yes, sure. Please check your email.

Sincerely,

Wazamba

Thank you Wazamba team for the provided evidence.

Dear Eren,

In this case, I recommend you send the requested information to the casino to get a refund of your deposit as mentioned above. I also recommend being more careful in the future with registering new accounts with friends in any casino. Especially, try to avoid using the same IP address, device, bank accounts, or email addresses. Casinos mostly have strict verification policies so it will help you to stay out of trouble. I wish I could be of more help.

Best regards,

Peter