The player from Spain had experienced technical issues during a game update on the casino website, which had prevented him from accessing the game and allegedly resulted in a loss of 1000€. Despite the player's claim, he had been unable to provide any substantial evidence such as screenshots or betting history to support his allegations. As a result, due to lack of proof, we had been unable to confront the casino about the player's claimed loss. Consequently, the complaint had been rejected.
Wazamba Casino - Player experiences technical glitches and game access issue.
Amount: €1,000
Wazamba Casino
Safety Index:Very highSafety Index
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9.5
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
11 months ago
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1 year ago
Translation
I have reached out to the casino and explained this to them. I would like them to review the session where I had 1000e in my account to see if there was any issue. When I was updating the game, I noticed something strange – a green circle spinning but also a white one above it spinning, which has never happened before. Since that day, the game has not let me enter, and I have lost 1000e.
Automatic translation:
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1 year ago
Dear Pedroceba,
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 share a screenshot of the situation you are describing in your post?
- Have you contacted casino support regarding the error and missing funds? What was the casino's response?
- Could you please specify the date of the incident? How was the change in balance recorded in your gaming history?
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
Thank you for your email. I went through the conversation, however without more substantial evidence of an unfair loss of funds, we are unable to proceed. Could you please share your betting history from the time of the incident?
Post screenshots of it here or send it to my email at tomas@casino.guru as well.
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1 year ago
Translation
It doesn't appear in my play history, they can see it but I can't.
Automatic translation:
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12 months ago
Dear Pedroceba,
I am sorry but if the winnings are not visible on the game history, and there is no reference to your winnings whatsoever, I'm afraid we won't be able to help you. Please understand that we stand no chance of confronting the casino without any supporting evidence.
I wish I could be of more help. I’m sorry we couldn’t help you, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
