The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. After communicating with the Complaints Team, the player confirmed that he had received his winnings. The delay had been due to the casino's requirement for the player to verify his identity. The Complaints Team had marked the complaint as resolved.
Wazamba Casino - Player claims that payment has been delayed.
Amount: €3,500
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
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6 months ago
Translation
Dear Sir/Madam,
As has been described multiple times, Wazamba Casino delays payouts. They don't even allow you to submit documents for verification beforehand. The support team simply stalls you. Deposits are processed remarkably quickly, and of course, you're allowed to play indefinitely. However, since the 03rd of October, I've been waiting for my payout to even progress, yet nothing has happened!! It seems like the Casino is simply waiting for people to eventually lose their money. Moreover, any queries made through their chat function are promptly closed, without any reasonable explanations. Furthermore, every representative seems to provide different answers. Once I receive my money, I will never play in this casino again!
Automatic translation:
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6 months ago
Dear Serje,
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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6 months ago
Translation
Hello.
Yes, I received the money. However, I was surprised that I was only supposed to verify myself now. But so far everything is good. Thanks.
Automatic translation:
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6 months ago
Dear Serje,
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
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