The player from Spain hasn't received contact from Wazamba casino for two months, and his complaints on various platforms have been ignored. He notes that the casino lacks licenses to operate in Spain, however, they let players from Spain register, verify, and bet in the casino. Since Casino.Guru Complaint Resolution Center doesn't deal with issues regarding regulations, and no other valid reason for refund was presented in the course of the complaint, we were forced to reject the complaint as unjustified.
Wazamba Casino - Player claims local laws are being violated.
Amount: €1,600
Wazamba Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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6 months ago
Translation
Very good days. I am Felipe **** (user "felmelvil" in Wazamba), a Spanish citizen who for months has not received a response from the online casino "Wazamba", of which you, if I say correctly, are owners.
I apologize for addressing you directly, but as I said, all emails sent to support@wazamba.com have not been answered in the last two months.
I have tried to contact " Antillephone NV", the company that licenses this casino for gaming, but I have not received a response either. I have also communicated my claim to the "Askgamblers" portal, without a response from "Wazamba".
I am going to attach to this email my entire claim and the attached documents that justify it:
-Neither "Wazamba", nor "Rabidi NV" nor "Antillephone NV" have a license to operate in my country, Spain. Even so, they allow you to select "Spain" as the country of residence in your registration, validate telephones with the "+34" prefix of Spain and verify Spanish identity documents.
-Remember that the company that owns "Wazamba", "Rabidi NV", belongs to (SMES) Solutions for Management and Employment Support NV, the same company that owns the online casinos "Rolling slots", "Oxi casino" and " dozen spins", owned by GBL Solutions NV and Altacore NV, respectively. These casinos have agreed to return the deposits made for the same reasons as the claims in Wazamba.
-According to "Antillephone NV", the body that grants them the gaming license, they are obliged to abide by national and international laws:
- It is the responsibility of the licensee to be familiar with the local laws and requirements for the territories which they intend to offer their services. Before reporting such non-compliance, please make sure the license holder is not operating under multiple licenses, allowing the legal operation in the above regions.
- Law 13/2011 regulating gaming in its title II, article 9 point 4 determines that " The enabling titles granted by other States will not be valid in Spain . Operators recognized by other States that are members of the European Economic Area must comply with the requirements and with the processing established by current legislation".
Without further ado, thank you for your time, hoping to get a response from you.
Sincerely
Philip ***
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Dear Felmelvil,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Unfortunately, we at Casino.Guru, don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.
I checked the website and the information about whether Spanish players are allowed to play in the casino, and it seems that indeed they are accepted at the moment:
Please let me know what the disputed amount (€1600) represents in this situation. Please let me know your inquiries with the casino and what issue we might help mediate in this situation.
Please let me know, if there is anything else, I could do for you regarding this case, otherwise, I will be forced to reject your complaint. I appreciate your understanding.
Best regards,
Tomas
Casino.Guru
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6 months ago
Translation
Very good afternoon and thank you very much for your speed with this matter. I will try to give you all the information you request in parts:
-The 1600 euros claimed are those derived from the deposits made less withdrawals. This is an estimate since, unfortunately, I do not have the exact figure. That amount would have to be provided by "Wazamba", but I have not received a response from them.
-I understand that you have a limitation regarding licensing regulations and policies and that is why I thank you even more for accepting this claim. What I ask of you is that you help me get in touch with "Wazamba", since for months they have not responded to my emails.
-As for the other complaints in casinos owned by SMES (Solutions for Management and Employment Support NV) such as "Rolling Slots" and "Oxi Casino", you have already seen that they accepted the return of my deposits for the same reasons that I explain in this claim.
-As for my last communications with "Wazamba", the only response I received was one automatically generated in their system:
Your request (10321332) has been received and is being reviewed by our support staff.
To add additional comments, reply to this email.
The last time I received a message like this was on August 31, 2023 and they still haven't given me a response. Seeing that it was impossible to contact them through support@wazamba.com and vip@wazamba.com, I tried through the "live chat" on their website. This service has quite a few limitations and did not allow them to access the status of my claim. They just told me to wait. This is a copy of one of the conversations with said chat dated September 15, 2023 (I have the transcripts if you need it):
Cenk
Thank you for waiting
Cenk
The relevant team stated that the case is still under review therefore we need to wait for an update.
Philip
But it's been two months
Philip
And they haven't even responded to my last messages
Cenk
I know but since the case is still under review we need to wait
Philip
I can't believe this matter has dragged on so long.
Philip
How long? Three more months? Six? One year?
Philip
In any case, I greatly appreciate you speaking to the appropriate department.
Philip
He is the first one to help me with this matter.
Cenk
As we are not part of the relevant team I do not know the exact time about the response.
Cenk
Unfortunately there is nothing to do at this moment. We are still waiting for an update from the relevant department.
As you can see, this type of contact does not provide any type of information. If you could help me with this matter I would be eternally grateful. Anyway, thanks for your time and attention.
Automatic translation:
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6 months ago
Thank you for your response, however, the reasons specified in your posts are not reason enough for us to confront the casino.
Please understand we don't police who the casino is supposed to accept and who it isn't.
Since you implied the casino processed not only your deposits but also presumably paid out your winnings, we have no reason to regard the situation as unfair towards you,
Please note that we don't contact casinos just to ask them to reply to players.
Lastly, I can see casinos decided to refund you your funds, however, we have no basis for determining what went into their decision to do so.
Please let me know if there is any additional information that I have overlooked otherwise we won't proceed with the complaint.
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6 months ago
Translation
Good morning and thank you for your response. First of all, I would like to send you more communications with OXI CASINO, ROLLING SLOTS, WINSTORIA AND DOZEN SPINS where you can see the reason for these returns.
You will also be able to see that in one of the cases, that of DOZEN SPINS, the difference in the deposits made was refunded, minus the withdrawals. By this I refer to your statement about "we have no reason to consider the situation as unfair to you" . What is fair or unfair does not have to do with whether they have been allowed to withdraw money, but rather with access to the page from a country, Spain, in which they are prohibited from operating.
You see that other casinos owned by SMES (also owners of Wazamba) have agreed to return my deposits, minus the withdrawals.
To all this we should add the complaint for the almost three months of waiting that the customer service, through the emails support@wazamba.com and vip@wazamba.com, has kept me waiting with a response to this matter , which has not yet arrived. I have requested claim forms from Wazamba, but they have not been provided to me either.
I appreciate all the help you can provide me with this matter. I understand that they will be used to dealing with this type of casinos and will know the difficulties in contacting them.
Without further ado, thank you again for your help.
Automatic translation:
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6 months ago
Thank you for the detailed explanation of your point of view.
The legality or lack of legality of the casino operating in a country is outside of the scope of our Complaint Resolution Center.
We genuinely hope the casino will consider your request for a refund based on the stated circumstances, unfortunately, we cannot assist you with your request in contacting the casino, due to the abovementioned reasons.
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 issues with any online casino in the future.
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