HomeComplaintsWazamba Casino - Player has been accused of opening multiple accounts.

Wazamba Casino - Player has been accused of opening multiple accounts.

Amount: €500

Wazamba Casino
Safety Index:Very high
Submitted: 18 Mar 2022 | Case closed : 18 May 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Italy has been blocked. The casino claims she opened multiple accounts. The casino claims they allowed the player to complete the verification which the player confirmed was completed successfully. We don't know whether the player asked for a withdrawal and the winnings were paid out because the player stopped responding to our questions. Therefore we rejected the complaint.

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2 years ago
Translation

Good evening Casino guru, I have a complaint about wazamba, after requesting a withdrawal of 500 euros I found myself with the account blocked and an accusation of duplication without foundation, as wazamba states this but does not provide any evidence about it, I would like to have support to clarify this situation, thanks in advance.

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2 years ago

Dear DALILA, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the 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."

Is there any chance, that someone from your household or using the same IP address has also created an account at this casino?

Would you be so kind as to 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

No one in my family has an account on the wazamba casino .. I may have played on a public Wi-Fi network without realizing it but I am sure I have not violated any prohibition in the contract between me and wazamba. I only have a support email because old conversations are not visible. After talking to three operators who told me to speak to support or that in any case my withdrawal was canceled and my account blocked without any explanation, the response from the support was this file

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2 years ago

Thank you very much for your reply, DALILA. Could you please advise if you have passed the verification before the casino blocked your account? Also, have you accumulated your winnings with or without an active bonus, please?

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2 years ago
Translation

The winnings I have accumulated without active bonus, as for passing the verification before blocking the account I did not understand what you mean, can you give me more info?

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2 years ago

I am asking if you have ever submitted documents to verify your identity - has your account been verified?

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2 years ago
Translation

I have never been asked for them, but since my account is blocked, I can't even complete the verification of the account

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2 years ago

Thank you very much DALILA for your cooperation so far. I will now transfer your complaint to my colleague Tomas (tomas@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.

Edited by a Casino Guru admin
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2 years ago

Hello DALILA,


I will assist you with the complaint from now on. I would like to ask the Wazamba casino representative to join the discussion in order to help us resolve the issue.

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2 years ago
Translation

Ok, I await developments and remain available

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2 years ago

Good day,

Thank you for reaching out to us.

Let us inform you that the customer's game account has been checked by our Security Department and recognized as a duplicate. We would like to highlight the following point of the Terms and Conditions of our website that the customer agreed to when creating an account:

<...>

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 "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 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.

<...>

We hope the above clarifies the grounds on which the account was closed and the winnings were deducted.

Please, let us know in case of any further questions.

Best regards,

Wazamba.com

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2 years ago

Thanks for the reply to the Wazamba Casino team.


Would you be able to provide us with some supporting evidence of the link that exists between the accounts? Please forward any relevant proof to my e-mail tomas@casino.guru Much Appreciated!

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2 years ago

Hello all,


Thanks to the Wazamba team for providing evidence in this case.

I went over the evidence provided by the casino and It shows that one deposit method was used to fund two accounts. DALILA, can you explain which deposit method you used to fund your account in the casino and why it was used to fund another account as well?

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2 years ago
Translation

I used my post pay revolution. The bill was from a friend of mine who didn't have a payment method at the time and used my card. In fact, you can verify that the payment to that account was made only once, the first time I logged into wazamba too. I didn't think it could be a problem. I assure you that that gambling account is not my property, if you need clarification and proof about it, do not hesitate to ask.

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2 years ago

Hello all,


I apologize for the delayed response.


Dalila provided us with a plausible explanation of the events and our conclusion is that the payment made on both accounts could have been an honest mistake, and the reason the accounts were created in such a short period of time was due to unplanned circumstances and the intent wasn't to defraud or cheat the casino.


We understand that the rules were broken regarding the payment method used to fund two accounts simultaneously, but we believe each case should be judged individually and the player should be given a chance to disprove your suspicions of duplicate accounts or other allegations.


Unless there are other circumstances, we would like Wazamba casino to reconsider the closure of Dalila's account and give her the opportunity to complete the verification so she might prove she was the owner of the funds meant for her casino account. And if she can prove that, we would like you to let her proceed to withdraw her winnings.


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2 years ago
Translation

Thank you casino guru for understanding. I remain available to send the documents to verify my identity

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2 years ago

Dear Casino Guru,

We would like to thank you for your feedback and to let you know that we have thoroughly checked the current case.

We would like to point out that upon performing a thorough check, the customer was reasonably suspected of breaching the Terms and Conditions of Wazamba.com that they agreed with when creating an account, which has led to the closure of the account and deduction of obtained winnings. Except for the part related to duplicate accounts, we would like to refer to the following points of the Terms and Conditions:

4.1 By opening an account on our Website and by using our Website you warrant that:

<...>

you have not entered into collusion and will not make an attempt to collude directly or indirectly with another customer of the Website;

<...>

6.10 You agree that the Company reserves the right to cancel any withdrawal in the event of you being suspected of fraud, collusion or illegal activity.

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

<...>

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;

<...>

Based on the above, the decision cannot be reversed and remains final on our side.

Best regards,

Wazamba.com

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2 years ago

Hello Wazamba Casino,


We are of the opinion that if there are any irregularities with Dalila's account she should still have the opportunity to verify her account and the payment method used to the casino's satisfaction.


We believe the breach of terms was the result of not knowing the rules and not the intent to collude, commit fraud or otherwise damage the casino.


We would like you to reconsider your position toward Dalila or to provide another explanation of the circumstances not already discussed.

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2 years ago

Dear Casino Guru,

Thank you for your reply.

We would like to inform you that even though ignorance of the terms and conditions shouldn't be an excuse, we have decided to give an opportunity to the customer in question to go through the verification process.

In case of successful completion of account verification, the customer's game account can be reopened and the winnings can be returned. We have also reached out to the customer via email with a list of the needed documents.

In case of any further questions, please, let us know.

Best regards,

Wazamba.com

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2 years ago

Hello all,


Thanks to the Wazamba Casino for giving the player a chance.


Dear Dalila,


let us know about the result of the verification, or if you encounter any other difficulties. Much appreciated!

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2 years ago
Translation

Thanks for the availability casino guru.

I kindly ask wazamba to return the e-mail to me because it has not arrived.


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2 years ago
Translation

I sent everything requested in the email from wazamba. Waiting for a confirmation.

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2 years ago

Hello Dalila,


Do you have any news? Was the verification successful?

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2 years ago

Dear Dalila,

 

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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2 years ago
Translation

Hi Tomas, sorry for the delay in replying. Yes, the verification seems to have been successful.

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2 years ago

Hello Dalila,


Could you also tell us, was your withdrawal successful? Is the issue resolved?

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2 years ago

Dear Dalila,

 

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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2 years ago

Hello all,


since we haven't received any reply from Dalila for 2 weeks we can't continue resolving this case and the complaint will be rejected because the player stopped responding.


Even if we’ve assumed that the issue has been resolved, without confirmation from the player, we were forced to reject this complaint.

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