The player from Germany had the account blocked for an audit after accumulating a substantial win. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
Wazamba Casino - Player’s account has been audited.
Amount: €28,557.76
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
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good day,
I made some deposits and made my first withdrawal on 05/05/2022.
I played a little further and suddenly noticed that the games were throwing an error. For security reasons, I have created direct proof photos. In fact, the reason I couldn't play the slots was because Wazamba blocked my account.
At the same time I received an e-mail that I should carry out a verification. I made all the documents available the same day.
Today is the 18th of Mail. It has already been 13 days since the account was blocked and the casino received all the documents. I ask about the status every day. At the beginning I got an answer from Vip Support (vip@wazamba.com), meanwhile this channel is silent. Overall, the answers have been identical for 13 days. My documents will continue to be checked. I should wait for the answer from the support. But after 13 days I get the feeling it's a delaying tactic.
I've been playing online casinos for a long time and account verifications have never taken more than 1 day. It's usually a matter of less than an hour.
My account currently has a balance of 24,557.76. I have already requested 2 payments of 2000 euros each, i.e. a total of 4000 euros.
To this day I have not received a center payout.
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1 year ago
Dear Denis,
Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?
Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
This is the first win and no verification has been done before. Only as part of this win.
I never use bonus offers, so there shouldn't be any problems with withdrawals.
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1 year ago
Translation
The account has now been verified and the first two withdrawals have been processed. The money has already been credited to the account.
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1 year ago
Thank you, Denis, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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