The player from Germany has been accused of opening multiple accounts. Player requested to have his Casino.Guru deleted therefore, this complaint was rejected and closed.
Wazamba Casino - Player has been accused of opening multiple accounts.
Amount: €50
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.
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
Public
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1 year ago
Translation
Hello,
I need your help.
I need to know about the online casino
WAZAMBA complain.
https://wazamba-casino.com/en/
Today, on February 24th, 2023 at around 4 p.m., I made a deposit of €50.
The money has not been credited to my account at Wazamba.
I chatted with an employee LENA and she told me that my €50 will be credited within 2 hours.
Then, after about 2 minutes, I was suddenly logged off from the casino.
When I tried to log in again, the message came up on the PC that my account was frozen because I allegedly logged in with the wrong password too many times.
However, I did not enter my password incorrectly and certainly not as often as they claim, because I only tried to log out once.
I then opened the chat again and explained the problem to another employee LANA.
I also put my nickname / username that I have at the casino and wrote my real name and full address, in Germany, as proof that this is my account with WAZAMBA.
Then it suddenly said that my account is completely blocked because I supposedly have 2 accounts at WAZAMBA.
But that's not correct.
I only opened 1 account there.
When I asked for proof that I supposedly have 2 accounts and what is going on with my deposited €50 now as I will not be giving the casino €50,
the employee LANA wrote in the chat that she will now close the chat.
No reason why the chat is closed.
Then I opened a new chat and chatted with the employee Eileen.
She also claimed that I have a second account on Wazamba....without providing any proof that I supposedly have a second account.
Apparently there are 2 accounts open with my ID at WAZAMBA.
WAZAMBA cannot prove to me whether that is true.
Supposedly an email was sent to me because of the €50 deposit I made today, the employee Eileen wrote!
But I haven't received any email.
€50 gone, account gone and the chat is simply closed if you ask uncomfortable questions to the WAZAMBA staff.
And all 3 chat workers say they can't access my account, can't do anything for me and just say that's how it is.
Deposit €50 not credited and account blocked! Complete !
Kind regards
Profi-D
Automatic translation:
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1 year ago
Dear Profi-D,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Was your account previously verified or this was your very first deposit?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Hello,
I definitely only have one account at the casino.
However, the casino claims that I have multiple accounts there without providing any proof.
I wrote that the casino should prove to me that I have multiple accounts (with my name, address, date of birth, etc.), but the casino cannot and will not prove that to me.
I don't know whether other members of our flat-sharing community (1 router, 1 Internet provider) have also created an account with WAZAMBA.
We don't talk to each other about it and we don't exchange data with each other.
Do I have to tell everyone here in the house where I gamble online?
Does everyone in this house need to know in which casino I am registered?
I don't even know who else is gambling in an online casino and whether she/he is gambling money or even winning.
As I said, we don't talk about such a topic.
In addition, it is forbidden at a casino to give others your data or information about a casino.
But at the same time, as a flat share, you are expected to tell each other everything about a casino and exchange data.
It doesn't get any more contradictory than that.
If this casino claims that I have multiple accounts, THAT is a lie!
As I said, the casino claims that I have multiple accounts and therefore blocked my access and deactivated my account.
I checked that the lock is still there (today 02/28/23).
The funny thing is that the casino keeps contacting me that I have received a bonus and asks me to deposit money again and sends me offers.
Block me, but I should keep gambling.
How absurd is that! ?
I have now blocked the email address and the casino with me, in my email account!
Incidentally, this was not my first deposit, but I have deposited money many times (always with the same bank).
And I gambled a lot of money and never cashed out because I gambled everything.
I haven't verified myself yet.
I actually wanted to do that, but then my account was suddenly "frozen" and I didn't have a chance to verify myself first.
And there is also news:
The 50 euros have now been paid back to my bank account!
At least something good in the matter!
You can actually close this complaint, because I'm no longer interested in unlocking my account.
I want nothing to do with the casino if the casino claims that I personally have multiple accounts.
Thanks very much
Edited
Automatic translation:
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1 year ago
I understand if you wish to have this complaint closed as you do not want to continue playing in Wazamba Casino. However, I would like to keep this thread open until you receive your deposited funds, is that ok with you, please?
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1 year ago
Translation
Hello,
Obviously you haven't read what I wrote here last, 5 days ago.
And what I wrote to you by email, probably not either.
I'm not writing this again now.
And I won't reply here again.
Then keep the thread open until you, the casino guru, are ready to read my answer here and my email properly.
greeting
Edited
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1 year ago
Translation
I can assure you that I did read everything that you wrote including your three emails. I understood your last message as the funds were processed by the casino and the refund will be made so I wanted to keep this thread open till you actually receive money in your bank account. I do not speak German and we use the translator on our website as you certainly noticed. I'm sorry but I just wanted to make sure that you will receive your funds. I understand now that the refund was received already. I apologize for the misunderstanding.
In regard to my "late" replies, each party has seven days to reply. We do not work seven days a week and we analyze each case thoroughly. Sometimes we are able to reply in a matter of hours but sometimes it takes longer. I do apologize but this is not live chat. I didn't answer your first email as the comments inside it were the same as inside the official thread except that you didn't like the fact that you waited three days for my reply.
Lastly, I didn't contact the casino as I needed to ask you some questions to understand the issue completely. Meanwhile, you decided to have your Casino.Guru account deleted.
I understand we can't please all our customers but we are trying hard and doing our best to assist in a timely manner and to the best of our capacity and knowledge.
Since the player asked via email to have his Casino.Guru account deleted for the following reasons (see below) I will deactivate the account now permanently. Thank you.
1. I was NOT helped with my complaint against Wazamba Casino.
I had to deal with the casino myself
2. You have to wait for days to get an answer on Casino-Guru's website.
My email was not even answered.
3. My responses under my complaint against Wazamba Casino are obviously not read in full.
Apparently the staff at Casino-Guru don't feel like it and I have to repeat myself several times.
And I don't feel like writing everything 3x.
4.petronela.k wants to keep my thread open, although the complaint is closed.
What I write, that I want the thread closed because she has dealt with my complaint, is not interested.
5.on my topic that Wazamba claimed that I had several accounts with Wazamba...I was not helped and no contact was made with Wazamba from petronela.k !
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