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

Buonasera Casino guru,ho un reclamo riguardo wazamba,dopo aver richiesto un prelievo di 500 euro mi sono ritrovata con l’account bloccato e un’accusa di duplicazione senza fondamento,dato che wazamba lo afferma ma non fornisce prove a riguardo,vorrei avere supporto per chiarire questa situazione,grazie in anticipo.

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

Nella mia famiglia nessuno ha un conto sul casinó di wazamba..potrei aver giocato con una rete Wi-Fi pubblica senza accorgermene ma sono certa di non aver contravvenuto a qualsiasi divieto presente nel contratto tra me e wazamba. Ho solo una e-mail dell’assistenza perché le vecchie conversazioni non sono visibili. Dopo aver parlato con tre operatori che mi dicevano di parlare con l’assistenza o che comunque il mio prelievo era stato annullato e il mio conto bloccato senza nessuna spiegazione,la risposta dell’assistenza è stata questa

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?

Le vincite le ho accumulate senza bonus attivo,per quanto riguarda il superare la verifica prima di bloccare l’account non ho capito cosa intendi,puoi darmi info in più?

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

Non mi sono mai stati richiesti ma avendo il conto bloccato non posso nemmeno completare la verifica del conto

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.

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.

Ok,attendo sviluppi e resto a disposizione

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

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!

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?

Ho utilizzato la mia post pay revolution. Il conto era di una mia amica che non aveva un metodo di pagamento al momento e ha utilizzato la mia carta. Infatti potete verificare che il pagamento a un quel conto è stato effettuato una sola volta,la prima volta che ho effettuato l’accesso a wazamba anche io. Non credevo potesse essere un problema. Vi assicuro che quel conto gioco non è di mia proprietà,se avete bisogno di chiarimenti e prove a riguardo non esitate a chiedere.

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.

Grazie casino guru della comprensione. Resto a disposizione per l’invio dei documenti per verificare la mia identità

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

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.

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

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!

Grazie della disponibilità casino guru.

Chiedo cortesemente a wazamba di rinviarmi l’è-mail perché non mi è arrivata.

Ho inviato tutto ciò che mi veniva richiesto nella e-mail da wazamba. Attendo conferma.

Hello Dalila,

Do you have any news? Was the verification successful?

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.

Ciao Tomas,scusami per il ritardo nella risposta. Si la verifica sembra essere andata a buon fine.

Hello Dalila,

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

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.

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.