HomeComplaintsWazamba Casino - Player claims that payment has been delayed.

Wazamba Casino - Player claims that payment has been delayed.

Amount: €420

Wazamba Casino
Safety Index:Very high
Submitted: 17 Oct 2024
Case opened Current status

Waiting for casino to reply

0d 3h 47m 39s

Case summary

1 week ago

The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.

Public
Public
2 months ago
Translation

Hello, about 4 weeks ago I requested a withdrawal from the casino. After waiting for 2 weeks and receiving nothing, I contacted support. They said I needed to "send more data to the casino." This was very strange because my account is already 100% KYC approved and I've already received a withdrawal before. Then, the support randomly decided they no longer needed any documents.


After that, the support told me to try again, so I canceled the withdrawal and tried again. More than 1 week later, here we are, and still nothing.


I didn't use any bonus and my KYC is approved (see attachment).


I hope that I finally receive my withdrawal now.

Automatic translation:
Public
Public
2 months ago

Dear karlzimmermann975,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Public
Public
2 months ago
Translation

As I said, I am ALREADY KYC VERIFIED and have already received a payout!!!

And I have already waited 2 weeks without receiving the payout. I just requested the payout again after 2 weeks.

Automatic translation:
Public
Public
1 month ago
Translation

Hi,

It's now officially 14 days over and guess what?

I didn't get the payout 🙂

Edited
Automatic translation:
Public
Public
1 month ago

Thank you karlzimmermann975 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Public
Public
1 month ago

Hello there,

Thank you karlzimmermann975 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wazamba Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Sensitive attachment
Sensitive attachment
1 month ago
Translation

Update: The casino has requested to send "proof of ownership of the e-wallet".

However, they want to see that I have 3 different FunID wallets. However, these are NOT all mine. I ONLY have 1 FUNID wallet. The others are the accounts of my friends who have deposited into my account (these friends do NOT have a Wazamba account, only FunID).

I uploaded a screenshot:

As usual, Wazamba support does not answer the question of what I should do now, so here is the question to Wazamba directly:


What should I do?

Automatic translation:
Public
Public
1 month ago

Dear karlzimmermann975,

 

We would like to inform you that we are looking into your request.

 

We would kindly request to provide us the FUN ID of the requested wallets in order to complete the verification, and afterwards the withdrawal, as soon as possible.


Thank you in advance.

 

Kind Regards,

Wazamba Casino Team

Public
Public
1 month ago
Translation

Hello,

As already explained in the email (to which you, as always, do not reply), I only own the FUN-ID account , which I uploaded during verification. But this was rejected. I only have ONE FUN-ID account. The other belongs to my FRIEND, who does NOT have a Wazamba account and only deposited for me using this account.


Please tell me what I should do now. I already have the FUN-ID account to uploaded. Please check again.

Automatic translation:
Public
Public
1 month ago
Translation

Quick update: The email support is really awful.

They reply to my email every 5 days and always the same thing.

And they always write that I have "proof of account ownership" from K should upload twice? What's the point of that?


And they always want me to upload my friend's account, but I don't think they understand that it is obviously his data. What do they want to check? He doesn't have a Wazamba account and therefore paid into my account.

Automatic translation:
Public
Public
1 month ago

Thanks to the both parties for the update.

Dear Wazamba Casino representative, were the wallets used to fund the casino account, or are these only requested due to them supplying the player's account? I understand your concern but I believe the player has the right to exchange funds with their friends and family if the other owners of the wallets do not have an account on your casino. I hope we can come to a compromise here. Thank you in advance for your reconsideration!

Public
Public
1 month ago

Hello All,


We would want to inform that we have replied to peter.c@casino.guru.


Waiting for an update.


Best wishes,

Wazamba Team.

Public
Public
1 month ago

Thank you for the update Wazamba Casino representative, I have responded to your email and am awaiting your reply. Thank you in advance!

Dear karlzimmermann975, I will keep you informed about any new developments. Thank you for your patience during this time!

Public
Public
1 month ago

Thank you.

I am still very confused about all of this.

Public
Public
4 weeks ago

Dear karlzimmermann975,

  

We would kindly request to provide us screenshots of the several Fun ID accounts used.


Thank you in advance.

 

Kind Regards,

Wazamba Casino Team

Public
Public
3 weeks ago
Translation

Hello,

So I have now uploaded both screenshots.

But as I said. The second account is from a friend of mine who does NOT have a WAZAMBA account. He kindly sent me a screenshot of his account. So the screenshot of the account with the email does NOT come from me.

Automatic translation:
Public
Public
3 weeks ago
Translation

Just a quick note for the Casino Guru team.

My account has just been closed by the casino


I did everything the casino wanted but they just don't want to pay. Peter, I can also send you the documents privately if you want. You will see that they show exactly what I have been saying here for over a month 😕

Edited
Automatic translation:
Public
Public
3 weeks ago

Dear karlzimmermann975, you can forward any relevant information to my email. (peter.c@casino.guru) Thank you in advance!

Public
Public
3 weeks ago
Translation

I have just forwarded the information.

The casino actually refunded me 31 euros, even though I had withdrawn 420 euros. That's a disgrace.


I ask the casino to immediately send me the missing 389 euros to my Litecoin wallet!

Edited
Automatic translation:
Public
Public
2 weeks ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Public
Public
1 week ago

Dear karlzimmermann975,


We would like to kindly inform you that your account did not pass the verification procedure and has been closed without the right to reopen.


Your last/winning deposit/s in the amount of 31 EUR returned to your Crypto.


If you have any additional questions don't hesitate to contact us.


Kind Regards, 

Wazamba Casino Team

Public
Public
1 week ago
Translation

Hello,

I would like to point out again that my winnings were 420 euros and not 31. I also uploaded exactly what you wanted. If you want to close the account, that is your right, but you have to pay me my winnings.

Automatic translation:
Public
Public
1 week ago

Dear Wazamba Casino representative, can you let us know why the player's account did not pass the verification procedure? Thank you in advance!

Wazamba Casino has 0d 3h 47m 39s to reply

flash-message-reviews
User reviews – Write own casino reviews and share your experience
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news