The player from Germany has been accused of opening multiple accounts. Admittedly, he has created an account from his friend’s device. We ended up rejecting the complaint because it was not justified.
Wazamba Casino - Player has been accused of opening multiple accounts.
Amount: €250
Wazamba Casino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Dear Eren,
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. Have you activated any promotional offers when depositing funds into your account? Do I understand correctly that your friend owns an account in the same casino too?
I have checked the general terms and conditions, and this is what I found https://wazamba.com/en/rules:
Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account from the same IP address or device. If your friend has also an account in the same casino, this has been recognized by the casino as multiple accounts, hence, breaching the T&Cs.
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Dear Eren,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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2 years ago
Translation
No, I have not activated any promotional offers.
I think this is a complete rip-off. You can't just block a person who is willing to provide his data to eliminate a misunderstanding (alleged duplicate) and just reply by copy and paste.
My IP address reveals little to nothing about my identity. I created the account with a colleague. I understand that it can seem suspicious, but then to block my account and offer no possibility for clarification, I think is a cheek and a fraud.
I deposited € 200, won € 50. I would even forego the profit. I just want my deposit back.
Is there any point in reporting to consumer protection?
As I said, a repayment of my deposit of € 200 would be enough for me.
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Automatic translation:
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2 years ago
Thank you, Eren, for your reply. Could you please advise if the account of your colleague has been successfully verified in the past?
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2 years ago
Translation
It was verified with his address and bank details, he made the payment before I created my account. However, the payout was weeks ago and he still hasn't received anything. He paid out € 200 and deposited € 100 of that.
And I deposited € 200 and wanted to withdraw € 250.
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Automatic translation:
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2 years ago
If I understood correctly, your friend has requested one withdrawal previously but funds have never been received, is that right?
Could you please advise if you have any other sessions from a different IP address or the one when you have accumulated your winnings was the only one?
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2 years ago
Translation
Exactly, my colleague made a withdrawal.
New info: My colleague wrote to support, they claim that the transfer allegedly took place, and sent a transfer number. However, nothing arrived and the payout was already on May 30th, 2021. So more than 1 month ago.
To the second question:
I created the account with my colleague and deposited € 200. After I was € 50 plus, I paid it out straight away and stopped playing. After a few days I received an email that my account had been blocked due to an alleged duplicate and my support requests were skilfully dismissed using copy and paste.
Automatic translation:
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2 years ago
Thank you very much, Eren, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Eren,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Wazamba Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
All right, thank you very much for your help,
I wish you both a nice weekend.
Automatic translation:
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2 years ago
Dear Player,
Thank you for reaching out. We highly value your feedback and we will do our best to improve our service further.Unfortunately, since account was recognised as duplicate, it cannot be reopened.
Nevertheless, as indicated in our email, we would like to offer you the refund of your deposit. In order for us to be able to proceed with the payment, we kindly ask you to check our email and send us the requested details.
We hope this clarifies the matter and we are looking forward to hearing from you.
Sincerely,
Wazamba
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2 years ago
Hi Wazamba Casino team,
Thank you for your reply. Was the account marked duplicate based solely on the used IP?
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2 years ago
Good day,
Thank you for reaching out.
The accounts were recognized as duplicates based not only on IP, but other contributing factors as well.
Sincerely,
Wazamba
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2 years ago
Hi, could you please send evidence of the duplicate account to my email address (peter.m@casino.guru)?
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2 years ago
Thank you Wazamba team for the provided evidence.
Dear Eren,
In this case, I recommend you send the requested information to the casino to get a refund of your deposit as mentioned above. I also recommend being more careful in the future with registering new accounts with friends in any casino. Especially, try to avoid using the same IP address, device, bank accounts, or email addresses. Casinos mostly have strict verification policies so it will help you to stay out of trouble. I wish I could be of more help.
Best regards,
Peter
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