Wazamba Casino - Player is unable to access his account.

My account was closed permanently while I had won 900€ and I was uploading verification documents. Yesterday I tried to log in and check how my verification is going. They said the password was wrong so I clicked the link to change it . After I successfully changed the password the log in failed and I got an error message that may account was frozen. After contacting the support they said for unknown reasons my account was closed permanently. I emailed them twice and they haven’t told me why my account was permanently banned. Is there anything I can do to withdraw my winnings ?

Dear samamidisk, 

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. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Do I understand correctly that your account was blocked during the verification procedure? Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

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, 

Veronika

My account closed during the verification process but I do not know why. They haven’t told me . They just said it is closed permanently. I had sent them ID, proof of adress , photos of my 2 credit cards , a photo of myself , and a screenshot from the transaction history from both cards . ID, proof of adress , selfie , and photo of 1 of the 2 credit cards were accepted and I needed to sent them the other 3 documents which I did . I tried to log in to see if the verification was complete and everything was okay so I could withdraw my winnings and then I logged in with the wrong password multiple times . So I clicked the link to change it . And after the password was changed I realised that my account had just been blocked with my winnings (900€) inside !

Also , I have been sending them emails that this is unacceptable and I somehow should be able to have access to my winnings and they are not even responding . Also , when I asked them why my account was banned they said there are no further details . It’s all so suspicious

Before we ask a casino representative to join the resolution of this complaint, please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

Dear samamidisk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.