The player from Germany has been blocked due to unsuccessful verification. The casino firstly refused to pay out the player's winnings because of their payment method was used by their friend's account, however the player was able to receive all the withdrawals and the case is resolved.
Wazamba Casino - Player's account has been blocked.
Amount: €6,000
Wazamba Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
On 11/15/2022, 11/16/2022 and 11/17/2022 I requested withdrawals of €2,000 in total €6000. According to the terms and conditions, withdrawals are processed within 3 working days. This is still not adhered to and the support constantly puts you off and ask for your understanding that the finance department is taking care of it. After applying for the payments I shouldn't verify that I did with ID and notification of the city. Every day I wrote to the live chat nobody could help. Well today on 11/21/22 I got the message from the finance department that my account was blocked and my payments were canceled because the verification had not worked. When will I receive my money and when does Wazamba intend to do something about the lack of willingness to pay?
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1 year ago
Dear Moli,
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.
Could you please clarify which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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1 year ago
Translation
Hello dear team,
I asked the live chat agent if I could use other documents because I have a lump sum lease and don't get any bills.
I got the email on November 16th. I sent my documents the same day. I have received a notice of registration from the city of Dieburg, where I am registered. I put my identity card on the sheet and took photos. I did the same with the back of my identity card. I took a picture of it as it said in the email, you have to see all 4 corners of the sheet.
The employee in the live chat said he can't tell me if the report is enough because he said it was from 2018 when I moved in, but they will also contact me if that's not enough so that I can send another document.
My documents were in photo format as requested and not PDF.
But unfortunately the email I started with the application came.
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1 year ago
Thank you very much for your reply, Moli. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
I have emailed the documents to the contact details.
If you need more documents, please contact me
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1 year ago
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I'm being accused of having a second Wazamba account, which I don't.
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1 year ago
Have you accumulated your winnings with or without an active bonus, please?
Is there any chance that you created an account in the past and forgot about it? Or that someone else from your household or using the same IP address has also created an account at this casino?
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1 year ago
Translation
I have not activated or claimed a bonus. I deposited my money through my account and then played with no bonus.
No, I only created this one account. I know that 100 percent.
I always deposited from my account and wanted to withdraw it to my account as well.
I don't live alone in the house.
There are other people living there.
But I can't check that.
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1 year ago
Thank you very much, Moli, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello Moli!
From now on, I will take care of your complaint. I'd like to invite representatives of Wazamba Casino into this complaint in order to provide us with an explanation of the situation and to help us resolving the issue.
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1 year ago
Dear Customer,
Thank you for contacting us.
We kindly inform you that the account with username: MOLI1 was closed as duplicate and it has violated our general T&C 9.1
We hope this has solved your query.
Sincerely,
Wazamba.com
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1 year ago
Translation
I only have this one account with Moli1 !
With my name and my address as well as with my account details with which the deposit was always made and the paid out should be made to the same account.
I don't have a duplicate account!
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1 year ago
Dear Moli,
The casino has provided us with some further information with regards to the situation. According to the information, there was payment method and IP match with other account. Could you please elaborate on this situation in more detail? Also, could you please tell me, have you used any bonuses on your account in the past? In case you have used any bonus, could you please tell me, have you managed win with the bonus?
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1 year ago
Translation
I have never accepted or played with bonuses.
I have always deposited my money from my account and used it to make a profit with no bonuses!
I've now thought about it again and I can only imagine that they agreed with me when my friends were visiting and they also played via their account but were in my WLAN.
And one of my friends couldn't deposit because he deposited into his account via my account.
But my account was only ever paid into my account and should also be paid out to my account.
But his account has nothing to do with my account. He's registered himself and doesn't live with me at all, you can see from his personal details!
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1 year ago
Hello Moli!
Thank you for your response. Please note, we are still in an ongoing communication regarding this case with the casino. Once I'll have any updates, I will be informing you as soon as possible.
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1 year ago
Translation
Good day,
Wazamba support emailed me yesterday.
After an internal check, a total profit of 2000 euros is now paid out.
But they didn't say what happened to the other 4000 euros!
I wrote to them that it is already progress but what about my remaining 4000 euros. I'm still waiting for an answer.
Just so you are informed.
I hope that will be clarified.
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1 year ago
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Good day,
I wanted to let you know that the full 6000 euros were paid out and have been credited to my account today.
Thank you for your support in resolving the issue.
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1 year ago
Hello Moli!
I am very glad to hear that your withdrawal has been completed. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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