The German player is struggling with the verification process at Wazamba casino. Despite having sent the required credit card proofs for the last six months multiple times, the communication stalls and the casino requests the same documents repetitively. We contacted the casino, and its representative informed us that the transaction history from the bank account was missing. The player emphasized having it sent multiple times before, however after sending it again, they let us know that the account was finally verified, so we closed the complaint as resolved.
Wazamba Casino - Player experiences issues with verification process.
Amount: €2,300
Wazamba Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello
A few weeks ago you helped me very successfully with my problem with the casino "VulkanVegas".
I then looked for another casino that I liked, "Wazamba".
I have a balance of €2333.50 there.
The verification went without any problems, except for proof of my credit card account.
Wazamba requires proof of the last 6 months. However, your system only allows you to upload 5 files. I then uploaded my bank statements from the last 5 months about 5 weeks ago.
After a few days I was asked to upload the missing sixth month, which I did.
Since then it has stalled. Communication via email doesn't work at all, only via chat.
I've been hearing the same standard sayings there for 5 weeks. I was constantly asked to upload the documents again. I did this at least five times, in the account, by email and even in the chat.
I sent the months individually via PDF and also summarized them.
I just can't get any further and would be grateful for support.
I would like to thank you in advance.
Kind regards Jörg *****
Edited by a Casino Guru admin
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1 year ago
Dear Chemiker,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please specify when the verification process began?
Could you please send me the recent communication between you and the casino regarding the issue? Send the information to my email at tomas@casino.guru , or alternatively post screenshots of the conversation here in the complaint thread.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
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Hello
Communication only took place via chat, unfortunately I missed taking screenshots.
The verification has been running since around September 9, 2023.
It was completed within a few minutes, except for the credit card.
It is still open today.
Kind regards Jörg ***
Edited by a Casino Guru admin
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1 year ago
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Short update.
Since I received my new credit card statement from the bank today, I summarized it with the last five months and re-uploaded it to Wazamba.
For the countless times.
Maybe it will do something.
Kind regards Jörg ***
Edited by a Casino Guru admin
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1 year ago
Thank you for the update. I fully understand your frustration.
Please let me know if the casino completed verifying your submitted bank statement, and if intervention is necessary, we'll contact the casino.
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1 year ago
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So they read it, but didn't accept it again, see screenshot. The problem is that it's not even explained why.
I've sent them my official credit card statement probably 10 times, and I'd be happy to send it to you for review if you'd like.
There's just no explanation, it's so grueling.
But I get spammed with advertising and bonus offers.
Kind regards, Jörg
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1 year ago
At this time, it won't be necessary since no specific reason was given by the casino for the refusal.
Thank you very much, Chemiker, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi Chemiker,
I've just reviewed your case and am sorry to hear about your struggles with the verification of your payment method. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Wazamba Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for rejecting the documents uploaded by the player?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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1 year ago
Hello everyone,
Please be informed that what we are expecting from the customer is the transaction history of his bank account that shows the deposit made to our website. This is the reason why the document is being requested again. The customer can upload the file in his profile ("Verification" section") and we will make sure to check it with priority when done. Thank you in advance.
Best regards,
Customer Support
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1 year ago
Translation
Hello
I've done this countless times. Just since the complaint started here, twice.
This is my credit card account not my bank account!!
I made the deposit with Visa and I also uploaded the proof, even as requested, proof of the last six months!!
The deposit was on September 1st. 2023 the booking was made on September 4th, 2023, everything can be seen in the bank statement. It is 500€, Wazamba stated "Munzen.iO" as the booking reason.
I've been receiving exactly the answer that Wazamba gave for weeks, it's completely incomprehensible!!!
I have already uploaded the month of September individually so that the account statement is clearer and not so complicated. I have also done this several times.
I always get the same standard answer!! I find Wazamba's business practices impossible.
It's actually a shame, I had fun in the casino.
I would also like to continue playing there, but not under the conditions.
I have now only uploaded the month of September again and marked the debit in color.
Kind regards, Jörg
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1 year ago
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Update. Things went quickly now. My account was verified today.
I thank Casino Guru for the intervention.
Kind regards, Jörg
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1 year ago
Dear Chemiker,
I'm glad to hear that your account has been finally verified and the 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,
Natalia
Casino.Guru
