HomeComplaintsWazamba Casino - Player had his account blocked.

Wazamba Casino - Player had his account blocked.

Amount: €500

Wazamba Casino
Safety Index:Very high
Submitted: 02 May 2021 | Resolved : 02 Jun 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from Germany requested a withdrawal, but the casino closed his account.

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3 years ago
Translation

I first requested a payment of 300 euros, then two days later another payment of 200 euros, requesting a total of 500 euros for 2 days, waiting briefly for asking and being told it usually takes 3 working days suddenly a few hours later I wanted to register and get the Message account frozen

Automatic translation:
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3 years ago

Dear Alexander,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and advise whether you passed the KYC verification before the casino closed your account? Have you ever made a successful withdrawal before?

Did the casino provide any explanation as to why your account has been blocked? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

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3 years ago
Translation

Allegedly I had 2 accounts at the casino which is wrong only one

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3 years ago

Thank you very much for your reply, Alexander. I checked the general T&Cs (https://wazamba.com/en/rules) and I found the term the casino was referring to in your communication:

"3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. ..."

Is there any chance, that someone from your household or using the same IP address has created an account at this casino too? Have you accumulated your winnings with or without an active bonus?

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3 years ago
Translation

No, I live alone ... I made the profit without a bonus

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3 years ago

Thank you very much Alexander for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Waiting for approval
Waiting for approval
3 years ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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3 years ago

Hello Alexander.


Thank you very much for sharing your negative experience with the casino. We will now try to get in touch with them.

Waiting for approval
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3 years ago
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
Waiting for approval
3 years ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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3 years ago

Dear Alexander.


Are you aware of having duplicate accounts, or should we require evidence from the casino team? Please, be aware that having duplicate accounts is strictly forbidden almost in every casino. Could you also inform us when you receive the refund?

Edited by a Casino Guru admin
Waiting for approval
Waiting for approval
3 years ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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3 years ago

Dear Wazamba Casino team.


Thank you very much for your cooperation. Since the player has not confirmed your statement. Please, could you provide us with evidence to sustain your claims?


You can forward it to my email address jozef.k@casino.guru or post it into this thread, it would be marked as sensitive (not visible for the public).

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3 years ago

Dear all,


Please excuse us for the belated reply.


We would like to inform You that the total deposit amount has been already refunded to the player’s account on 13/05/2021


Additional evidence has been forwarded via email.


We hope the above clarifies the case.


Best regards,

Wazamba Team

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3 years ago
Translation

Yes the deposits were paid back that's true, but has it been proven that I supposedly had 2 accounts?

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3 years ago

Dear Alexander.


We have requested further information from the casino team. I am extending the timer by 7 days and I will get back to you with more information asap.

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3 years ago

Dear all,


We would like to inform you that the relevant department has reviewed the case thoroughly.

As a result of the investigation, our Team made the decision to pay the remaining funds of the Player’s withdrawal.

This will happen in the shortest time and once the payment is completed, the Player will be informed via email.

We would like to thank everyone for their patience and understanding.


Best regards,

Wazamba.com

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3 years ago
Translation

What does this message mean now? Wazamba could not provide me with a duplicate account because it did not exist. What does wazamba pay me for my withdrawal?

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3 years ago
Translation

I have now been paid the difference of 345 euros so that's done. I thank you Casino Guru team for the help and hope that wazamba is such a lie. Lg Alexander

Edited by a Casino Guru admin
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3 years ago

Dear Alexander,


I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future.


Best regards, Jozef

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