The player from Spain has been blocked without further explanation. The player later confirmed that the issue was resolved.
Wazamba Casino - Player's account has been blocked.
Amount: €2,936
Wazamba Casino
Safety Index:Very highSafety Index
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9.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Very good days. I have been playing on the "Wazamba" platform for about two weeks. During this time, I have been able to make deposits worth about 10,000 euros, as well as two withdrawals, with an approximate value of about 4,000 euros. My account was verified a few days ago with my documentation. Yesterday, when trying to access my account, I get a message saying that my account is "temporarily blocked" because I entered the wrong password (which is not true). Well, I contact customer service and they tell me that, indeed, the administration has decided to permanently block my account (I have all the transcripts of the conversations, in case you need them) without the possibility of reopening it. At the time of that decision, I had a pending withdrawal of €2,000 and a balance in my player account of about €2,930, making a total of almost €5,000. I have tried to contact the financial department, as well as my VIP manager, but no one answers me. I do not understand this decision, much less leave me without my almost 5000 euros. I don't know if it's the country I'm playing from, Spain, although it doesn't appear on their list of prohibited countries (in their terms and conditions) and my account was recently verified. Another reason may be that I, last Monday, requested the closure of my account through customer service. They told me that they had to discuss it with my VIP manager. That same day, after a few hours, I requested the cancellation of said closure so that my account would remain open (attached conversation with customer service). Said service assured me that my account would remain open and that they would make sure of it. Yesterday I suffered an anxiety attack after all this situation. I only want what is mine, my almost 5000 euros. Otherwise, I will claim until the last consequences so that they return all the deposits made. Thank you for your time.
Automatic translation:
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1 year ago
Dear Felmelvil,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that this was your first withdrawal attempt? Have you accumulated your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello Kristina, thank you for your answer. I will go step by step answering your questions:
- No, this was not my first withdrawal attempt. He had previously withdrawn other amounts, always satisfactorily.
- Accumulated winnings were all without an active bonus. It was all with the money from my deposits.
- The Wazamba portal, through its various emails and its WhatsApp channel, has not contacted me at the moment. I do have conversations with "customer service" in which they assure me that the closure is the decision of the "casino administration" and that they will contact me, although they have not done so yet.
- My account is successfully verified with the required documentation.
As an update to the claim filed, I would like to highlight that today, April 28, 2023, I have received the pending withdrawal of 2,000 euros in my bank account. This is something that surprises me, since yesterday I already had the account blocked. So my claim remains at the 2936 euros that I had in my player account. (attached capture) 
Thanks for your time and attention.
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1 year ago
Thank you for your reply, Felmelvil. I am happy to hear that you have received €2,000. I will change the dispute value to €2,936.
Have you tried contacting the casino to see if the remaining balance will also be sent to you?
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1 year ago
Dear Felmelvil,
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.
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1 year ago
Translation
Hello Kristina. Thank you very much for your help and sorry for replying so late. I have already solved the problem of these withdrawals with "Wazamba". Thank you very much for your help.
Automatic translation:
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1 year ago
Dear Felmelvil,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
