Wazamba Casino - Player believes that their withdrawal has been delayed.

First, I requested a withdrawal using the pix method, but after waiting over 6 hours and no transfer taking place, I canceled the withdrawal and requested it again using bitcoin because, being a cryptocurrency, the withdrawal should have been quick, but the support told me it would take 3 business days, which is too long.

Dear luizacarvalho,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear luizacarvalho,

Have you received your withdrawal from the casino yet?

Never mind, I played again, I lost everything, I didn't even win the cashbank from my losses 😔 not much, not even a spins bonus, I won the second deposit I made at the Casino when I won, I suffered to receive it, continue playing, I lost everything very quickly, not even my losses, which were very high. huh

They said on twitter that you ask for proof of residence, bank statement and they don't approve the withdrawal.

I am sorry to hear that. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

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.