Wazamba Casino - Pelaajan tili on tarkastettu.

Good day,

I made some deposits and made my first withdrawal on 05/05/2022.

I played a little further and suddenly noticed that the games were throwing an error. For security reasons, I have created direct proof photos. In fact, the reason I couldn't play the slots was because Wazamba blocked my account.

At the same time I received an e-mail that I should carry out a verification. I made all the documents available the same day.

Today is the 18th of Mail. It has already been 13 days since the account was blocked and the casino received all the documents. I ask about the status every day. At the beginning I got an answer from Vip Support (vip@wazamba.com), meanwhile this channel is silent. Overall, the answers have been identical for 13 days. My documents will continue to be checked. I should wait for the answer from the support. But after 13 days I get the feeling it's a delaying tactic.

I've been playing online casinos for a long time and account verifications have never taken more than 1 day. It's usually a matter of less than an hour.

My account currently has a balance of 24,557.76. I have already requested 2 payments of 2000 euros each, i.e. a total of 4000 euros.

To this day I have not received a center payout.

Guten Tag,

ich habe einige Einzahlungen getätigt und am 05.05.2022 meine erste Auszahlung getätigt.

Ich habe ein wenig weiter gespielt und bemerkte plötzlich das die Spiele einen Fehler zurückgeworfen haben. Ich habe aus Sicherheitsgründen direkt Beweis Fotos erstellt. Tatsächlich war der Grund das ich nicht an den Slots spielen konnte, das Wazamba mein Konto gesperrt hat.

Gleichzeitig erhielt ich eine E-Mail das ich eine Verifikation durchführen soll. Noch am selben Tag habe ich alle Dokumente zur Verfügung gestellt.

Heute ist der 18. Mail. Es sind bereits 13 Tage vergangen, seit dem das Konto gesperrt ist und das Casino alle Dokumente erhalten hat. Täglich frage ich nach dem Status. Am Anfang habe ich noch eine Antwort vom Vip Support (vip@wazamba.com) erhalten, mittlerweile ist dieser Kanal verstummt. Insgesamt sind die Antworten seit 13 Tagen identisch. Meine Dokumente werden weiterhin überprüft. Ich soll auf die Antwort vom Support warten. Aber nach 13 Tagen bekomme ich das Gefühl das es eine hinhaltetaktik ist.

Ich spiele sehr lange in Online Casinos und Konto Verifikationen haben nie länger als 1 Tage gedauert. In der Regel ist es eine Sache von weniger als einer Stunde.

Mein Konto hat aktuell ein Guthaben von 24.557,76. Ich habe bereits 2 Auszahlungen a 2000 Euro also insgesamt 4000 Euro beantragt.

Ich habe bis heute kein Center Ausgezahlt bekommen.

Dear Denis,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

This is the first win and no verification has been done before. Only as part of this win.

I never use bonus offers, so there shouldn't be any problems with withdrawals.

Das ist der erste Gewinn und vorher wurden noch keine Verifikation durchgeführt. Erst im Rahmen dieses Gewinns.

Ich nutze nie Bonus Angebote, daher dürfte es keine Probleme mit der Auszahlung geben.

The account has now been verified and the first two withdrawals have been processed. The money has already been credited to the account.

Das Konto wurde mittlerweile verifiziert und die ersten beiden Auszahlungen bearbeitet. Das Geld ist auch bereits auf dem Konto eingegangen.

Thank you, Denis, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear Denis,

Have you received all your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.