The player from Germany has been registered with Wazamba Casino for 2.5 years and has deposited over 70,000 euros without proper verification while requesting account blocking multiple times. She expresses concerns about the casino's lack of player protection, delays in withdrawals, and unresponsive support. The player seeks a settlement of 20,000 euros and desires action against the casino’s practices.
Wazamba Casino - Player demands a settlement after prolonged issues with account management.
Amount: €20,000
Wazamba Casino
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Case opened
Current status
Waiting for player to reply
6d 17h 51m 34s
Case summary
6 hours ago
Public
Public
yesterday
Translation
I have been registered with Wazamba Casino for approximately 2.5 years and during this time I have gambled away over 70,000 euros. The casino does not block me even though I have requested it several times and shortly after, I deposited and lost several thousand euros. How is it possible that I can deposit several thousand euros within a few hours without ever having been verified? The casino does nothing to protect the player; you cannot set a deposit limit and withdrawals are deliberately delayed for several days so that the withdrawal can be canceled and gambled away. You cannot self-exclude but must contact the live chat, which is absolutely incompetent—emails are hardly responded to, if at all. The casino is completely untrustworthy and most likely manipulated. In my case, it's about over 70,000 euros that I have deposited and gambled away; on some days, I deposited over 5,000 euros without needing to verify myself. I have often asked them to block me, which hasn't been done, and then I subsequently lost several thousand euros. I would like to get 20,000 euros back as a settlement and then forget the rest. It's not normal or permissible to have deposited over 70,000 euros without needing to verify yourself. As I said, 20,000 euros as a settlement and then the matter is closed. That is fair, even though they have never responded to my exclusion requests. The casino should be banned because their methods are illegal. I hope you can help me.
Automatic translation:
Public
Public
6 hours ago
Hello xxx,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
Thank you for your understanding.
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Ahmet17 has 6d 17h 51m 34s to reply
