The player from Berlin had requested a withdrawal less than two weeks prior to submitting his complaint. His money hadn't been received at that point. We had advised the player that withdrawal processing could take up to two weeks and encouraged him to wait for this period before submitting a complaint. We also informed him that delays could be due to unfinished KYC verification or a high volume of withdrawal requests. After extending the complaint resolution period by seven days, the player confirmed that he had received his withdrawal. Consequently, we marked the complaint as resolved.
Wazamba Casino - Player believes that their withdrawal has been delayed.
Amount: €400
Wazamba Casino
Safety Index:Very highSafety Index
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9.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Dear MarksonT,
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
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1 year ago
Dear MarksonT,
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.
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1 year ago
Translation
everything was transferred yesterday, thank you very much!
Automatic translation:
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1 year ago
Dear MarksonT,
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,
Kristina
Casino.Guru
