Wazamba Casino - Player has not received the promotional prize.

While playing a game I won a prize drop promo - a pop up showed up saying that the money would be deposited the following business day but that never happened. The casinos chat reps are absolutely useless and incompetent! They expected me to send a screenshot but I never took one bcc the terms of the promo do not say to do so …. The casino has my gaming history but the reps are way too incompetent to check and confirm. They asked me to check my history but on the players profile history- it only shows so many items and does not show each and every game round so I explained that I could not locate the info they were asking me for. I spoke to 6 different reps and all gave me the same scripted BS answers! This casinos promos are a joke! I even asked to out me in touch with the technical team since I could pull my my entire game history but they refused to do so!  I I’ve had responded to any of my emails for the past 4 days! The prize drop promo seems to be a total scam!!!!

Dear Rama12345,

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

I understand you do not have a screenshot or any other evidence showing the amount you won. However, you as a player are eligible to request your gaming history from the casino. I suggest you contact customer support via email support@wazamba.com, not through chat. Please ask the casino to provide you with your entire gaming history from March 31 in Excel format, and then forward it to me. My email address is veronika.l@casino.guru.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hi Veronica,

I’ve emailed support, let’s see if they respond. I’m still waiting for a response from April 1st and no one has got back to me as yet. I’ve been playing at this casino for over a year and I made a few withdrawals for the first time recently and noticed that they kicked me out of the vip status since then with a bunch of lame excuses saying that my game play/deposits haven’t been enough…. I deposited over 10k for March so that was pure BS! They also stopped paying me my normal weekly cash back amounts and always have a lame excuse for that whereas in reality I’m making huge deposits weekly and playing quite often so nothing adds up! I hope this issue gets resolved bc it’s not fair. It was the first time since I opened my acct that I win a prize drop and the amounts so small but a win is a win!!

Hi Veronica,

I’ve emailed support, let’s see if they respond. I’m still waiting for a response from April 1st and no one has got back to me as yet. I’ve been playing at this casino for over a year and I made a few withdrawals for the first time recently and noticed that they kicked me out of the vip status since then with a bunch of lame excuses saying that my game play/deposits haven’t been enough…. I deposited over 10k for March so that was pure BS! They also stopped paying me my normal weekly cash back amounts and always have a lame excuse for that whereas in reality I’m making huge deposits weekly and playing quite often so nothing adds up! I hope this issue gets resolved bc it’s not fair. It was the first time since I opened my acct that I win a prize drop and the amounts so small but a win is a win!!

Have you received your gaming history from the casino yet? Please let me know.

Regarding your VIP status, we regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not. I apologize for not being able to provide more assistance in resolving this issue.

Hi Veronica,

I sent numerous emails and received no response! It’s ridiculous because it’s been over a week now and no one has bothered to reply back. I don’t think they want to share my gaming history. I find it quite shady that on their website I cannot view more than 1-2 games history for each period of time I put in. I should be able to view all of my gaming history. I guess They don’t want to pay out the prize drop $ so they’re ignoring my emails! I read all of the Orono terms and no where in there does it say that it’s the players responsibility to take a screen shot of the prize drop win and to keep track of ones gaming history. Considering how many spins one can play in a single minute when playing slots/ that is an outrageously ridiculous request by their chat reps!!!

Hi Veronica,

I still have not received a response from anyone at Wazamba regarding sending me my gaming history for the said period. It’s now been over 12 days since my first email to them. What a bunch of lazy ignorant scammers!

I apologize, but if you don't see your win in your gaming history and lack evidence of the prize drop you were supposed to receive, we can't approach the casino to request payment for the win. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika

Casino Guru