The player from Germany experiences account blocking after attempting to withdraw €1400 from their casino account, which contained €1700 from winnings. Despite providing the required documentation, communication from customer service has been lacking, and the player has not received the remaining balance of €334.
Wazamba Casino - Player's account has been closed and withdrawals delayed.
Amount: €334
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 opened
Current status
Waiting for Casino Guru to reply
5d 20h 35m 56s
Case summary
2 days ago
Public
Public
1 week ago
Translation
Hello,
In September 2024, I won a significant amount with a small deposit. Altogether, there was about €1700 in my casino account. I withdrew €1400 to my FunID wallet.
After this, the casino asked me to upload documents to verify my account. I did so. All documents were accepted except for the screenshot of my virtual credit card. I tried uploading it three times as instructed, but to no avail. Then, I was requested to upload all account transactions with the deposits. I immediately complied with this. A few days later, my account was blocked. I contacted customer service via the chat function, and they informed me that my account could not be reactivated, and the remaining balance of €334 was supposed to be paid to me within 3 working days. When I asked where the payment was sent, I only received a response that the specialist department would contact me. To date, I have neither received the payment nor an email, despite multiple attempts to contact them, including by email. I have repeatedly been assured that I will definitely receive the money. It's now been another 4 weeks.
The bizarre thing is, after Wazamba blocked me, my FunID wallet was also blocked, and the €1250 in it was not paid to me, despite a confirmation email from FunID stating that the money would be paid to me within 3 working days.
I am requesting your help.
Automatic translation:
Public
Public
1 week ago
Dear Nico12399,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly you deposited using a virtual credit card to the casino? Is the credit card in your name? Is it associated with a bank account in your name?
- Could you please share the communication in which casino support advised the remaining balance would be paid out to you?
- My email is tomas@casino.guru
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,
Tomas
Casino Guru is examining the case
