The player from Italy has been accused of opening multiple accounts after she and her fried played from the same IP address. The complaint was resolved after the player received a refund of her deposits.
Wazamba Casino - Player has been accused of opening multiple accounts.
Amount: €600
Wazamba Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Dear Silvia,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:
"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. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:
each action performed using a Duplicate Account is considered void;
any promotions that the Duplicate Account has participated in will be cancelled;
any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;
the Duplicate Account will be closed without an option to reopen it."
Could you please advise whether your friend verified their account? Have you accumulated your winnings with or without an active bonus?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Good morning,
Hi Kristina, they replied that they provided me with the text of the terms and conditions, but the problem is that my friend has logged into my house but we have never created a double account we are two completely different people !! Also, I didn't communicate much with Wazamba's assistance because they sent me a copy of the terms and conditions text and then closed the chat.
That said, if what they say and believe was right .. They would have had the decency to at least give me back what I deposited !! The bonus I played was free spins but I couldn't turn it all over.
The winnings I made of 600 euros I made playing with my money, without any bonus.
Regarding my friend's account, I know that he also had a similar experience but that he made a complaint, sent several emails ..
Automatic translation:
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2 years ago
Thank you for your reply and email, Silvia. Could you please confirm that you used your own and correct personal details (name, home address, email address, phone number, etc.) when creating an account?
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2 years ago
Translation
I confirm that I have used the correct data
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2 years ago
Translation
Hello Cristina, I forwarded you the email that Wazamba sent me yesterday.
They decided to refund what I deposited, but that's not fair .. I won 600 euros !!! It is not fair not to pay my winnings because they believe that I am a duplicate account .. I hope you will give me an answer soon ..
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2 years ago
Thank you very much Silvia for your reply. I will now transfer your complaint to my colleague Nick (nikolas.b@casino.guru) 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.
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2 years ago
Hello Silvia,
I'm Nick and I'll be assisting you from now on. I would like to ask Wazamba Casino to join us and help us resolve the player's issue.
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2 years ago
Translation
Good morning,
Thanks so much. I would like to challenge the "duplicate account" charge and get the money I won. That is, 600 euros.
Blocking my account and not giving me a chance to prove that I am Silvia and I am one person is mean and scam.
If Wazamba Casino intends to proceed with this thesis, without asking me to provide him with proof to the contrary, it means that the intention is no longer to protect himself but to avoid paying the winnings to the players.
I am seriously disgusted by this attitude, I await a reply.
kind regards.
Automatic translation:
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2 years ago
Hello Silvia and Nick,
Thank you for reaching out!
We would like to inform you that after the investigation our system recognized the customer’s account as duplicate. However, we understand that there is might be no issue if the two individual players involved.
Therefore, the verification request was sent to the customers in question and once the requested information is collected we will be able to proceed with the payment.
Should you have any questions, please, do not hesitate to contact us!
Sincerely,
Wazamba.com
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2 years ago
Translation
Good evening, I received the email from Wazamba regarding the data and I sent everything.
I await an answer regarding the receipt of my 600 euro winnings.
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2 years ago
Hello Silvia,
Thanks for the info. Let us know in case the casino would respond to the sent documents and keep us updated. Regards,
Nick
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2 years ago
Translation
Hi Nick, the Casino has responded to the sending of the documents informing them that they are verifying and they will give me an answer ..
A thousand thanks
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2 years ago
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Hello, I haven't received the money from Wazamba yet
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2 years ago
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Hello, I haven't received the money from Wazamba yet. How long will I have to wait any longer? I have sent all the documents.
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2 years ago
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Hello, I just wrote to Wazamba and they replied that they are still doing some checks on my documents.
How long will I have to wait? Can you answer me too please?
Edited
Automatic translation:
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2 years ago
Hello Silvia,
Sorry for the longer wait but we usualy do not respond on weekends and I was off on Friday. What exactly did the casino respond - could you please forward the communication with them to nikolas.b@casino.guru?
I would like to ask Wazamba Casino too to specify when could the player expect the money.
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2 years ago
Translation
Hi Nick, I'll email you everything.
thank you very much and sorry for the inconvenience,
kind regards
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2 years ago
Translation
Dear Nikolas, I have forwarded to you the answers that Wazamba Casino has provided me with. To date, however, I have not yet received my 600 euros.
How can we proceed?
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2 years ago
Dear all,
Thank you for your patience!
Be informed that all the requested documentation for both customers was received and the accounts were successfully verified. The payout will be processed tomorrow.
We apologize for the inconveniences caused and thank each party involved for the cooperation and patience!
If you have any questions, please, do not hesitate to contact us!
Sincerely,
Wazamba.com
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2 years ago
Translation
Thanks to you, we await the payments,
and above all thanks to Nikolas from CasinoGuru,
Greetings
Silvia
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2 years ago
Buongiorno,
Vorrei comunicare che ho finalmente ricevuto i 600 euro da Wazamba, vi ringrazio infinitamente per l’impegno.
Ringrazio moltissimo Nikolas per l’aiuto che mi ha fornito, siete bravissimi!!!
GRAZIE GRAZIE GRAZIE
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2 years ago
Hello Silvia,
Thank you very much for the confirmation and I'm really glad that you received your money. Please do not hesitate to contact us if you would come across any other trouble again in the future, we will gladly try to help you. The complaint will be now closed as resolved.
Regards,
Nick
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