Wazamba Casino - Player is struggling to complete account verification.

I have a problem with verife my account. They have accepted my ID, proof of adress, but problem is with transactions from Ezeewallet. They are asking about .pdf format of transactions, that is impossible to create, I have download .csv file of my transactions and converted it to .pdf format (they recommend it) but file is not accepted, help me with that case

Dear beniogol1963,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

Has the casino explained why your document was rejected? Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post it here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

They didn't inform me why my documents was rejected. I'm just able to send it again (during verification process its impossible)

Have you tried contacting customer support to explain what is wrong with your verification document? Do I understand correctly that the casino recommended you convert the eZeeWallet .csv file to a .pdf file?

My friend ask them on chat (everybody has the same problem when they asked about list transactions from ezeewallet) they told him about convert that file

I spoke with them in polish language

The screenshot says you sent the eZeeWallet document only yesterday. Has it been rejected already? Did customer support respond to your ticket?

No, they rejected it yesterday, i sent it on friday

Has the casino explained to you why the document was rejected?

No, they rejected it twice, whitout giving me a reason

Now they asked me about from who I had money on my ezeewallet.

Please bear in mind that the casino is entitled to investigate the source of funds that you use for gambling. It is a necessary part of the KYC and AML procedures. As is stated in Wazamba’s Terms and Conditions:

Verification of your age, identity, and other checks

5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

Account balance, depositing and withdrawing funds

6.16 The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and of your compliance with the Terms. In such cases, the Company may start and/or take part in and/or help in the investigation of the circumstances and you agree to provide support and assistance in any such investigation. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until all verification procedures and checks outlined in the Terms are successfully completed.

I recommend you cooperate with the casino and provide them with the requested information so that your account can be verified successfully. Please let me know about any new developments.

I told them, my friend send me 450 PLN on my ezeewallet account.

They closed my account, and stole all of my money (deposit and winnings)

Please help my with that robbery company

Thank you for the update. Does your friend gamble in the Wazamba casino as well?

Yes

Thank you for your reply.

What exactly was the amount your friend sent you to your account? Was it only one transaction? When did your friend send you the payment?

How much money did you deposit in the casino? Did you deposit before or after receiving the money from your friend?

No, sometimes I ask my friend for a favour, becouse all that group of Casinos pay very slow (you need to wait more than couple of weeks for your money like me right now)

Before my first deposit to wazamba casio my friend send 450 PLN three Times. Than I made my first and last deposit there.

This is my transactions from 1 april, Im not sure when I made deposit and I can't login on my account for check it. I think on 25 April

Dear beniogol1963, please be aware that online casinos require all the players to use only their own funds for gambling. As it's also stated in Wazamba's Terms and Conditions:

6.21 Transfer of funds between customers in any form is strictly prohibited. The Company reserves the right to block all the accounts involved in transfers, deduct any winnings and report such activity to the relevant authorities.

From the screenshots of your eZeeWallet account, it's clear that your friends and relatives send you money that you immediately forward to various gambling establishments. That is strictly against the rules.

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