The player from Austria had found his account closed without any given reasons. He hadn't made any withdrawals, and the account hadn't been verified. After he contacted the Complaints Team, they had reached out to the casino for clarification. The casino had responded by reopening the player's account and requesting him to upload necessary documents for verification. The player had been traveling for work and was unable to provide the documents immediately, but he managed to upload them after he returned. The casino then verified his account. The player had encountered an error message when trying to withdraw his winnings, but the issue was resolved after the casino confirmed his pending withdrawals. The player had been able to initiate the withdrawal process, however, due to withdrawal limits, he had to withdraw his winnings in increments. The casino confirmed that all pending withdrawals were forwarded for review. The Complaints Team closed the case after not receiving further communication from the player.
Wazamba Casino - Player’s account has been closed unexpectedly.
Amount: €10,500
Wazamba Casino
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
Dear Casino Guru Team,
I just wanted to log in to my account but I received information via live chat that my account had been closed.
I wanted to ask why I can't log in to my account, let alone why it was closed?
I'm very irritated now.
As information:
My account is not verified, but it wasn't necessary because I haven't made a withdrawal.
I hope you can help me because I don't know what to do.
I would like to thank you in advance for your help.
Best regards
Jonas ****
Dear j.ester,
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.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
- Did you achieve your current balance with or without an active bonus?
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
Dear Casino Guru Team,
I would be happy to answer your question and thank you for the quick answer.
I created my account with Wazamba on September 7th, 2023.
I wanted to log in yesterday on September 18th, 2023 and it didn't work, so I asked in the live chat and the employee there said my account had been blocked. (but didn't give me any information.
Most of the winnings come from sports betting. If I could log in, I can of course check this. Casino winnings would only be live casino games.
I did n't have an active bonus in my account. Only real money credit .
As already mentioned, I hope you can help me clarify this case.
Best regards
Jonas *****
Have you been informed about the reason why your account has been blocked since your last message? Have you been asked to submit documents for verification since the complaint began?
Could you please advise how much you deposited in the casino?
If you have any relevant correspondence with the casino, please send it to me at tomas@casino.guru
Dear Casino Guru Team,
I haven't been informed yet except for the live chat at the time, which told me my account was closed.
So far, no request has been made to submit documents for verification.
Total deposit is: 170 euros.
As already mentioned, I hope you can help me clarify this case.
Best regards
Jonas ****
Thank you very much, j.ester, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
Hello j.ester,
I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Wazamba Casino to join the conversation.
Dear Wazamba Casino,
Can you please provide more information on why the player's account has been closed?
Dear all,
Thank you for reaching out.
We would like to inform you that the account of the customer was re-opened on 19.09.2023.
The customer is now welcome to enter his casino account and upload the documents that are requested in the verification section of his profile. When the documents are submitted, they will be forwarded for a priority review. Thank you in advance!
Best regards,
Wazamba.com
Thank you for your response, Wazamba Casino.
Dear Mr. J. Ester,
In accordance with the response from Wazamba Casino, kindly submit the necessary documents at your earliest convenience to facilitate the successful completion of your verification process. Once this is accomplished, you will be eligible to withdraw your winnings.
Dear Casino Guru Team,
I'm not in my hometown right now because of my work, so I'll be able to submit or upload everything next week.
I apologize for the delay, but unfortunately I can't get to my bill, which is at home, as well as my wallet.
Best regards
Jonas *****
Dear Casino Guru Team,
I wanted to let you know again that I have my return flight starting tomorrow and will therefore be able to upload my documents next Thursday.
Best regards
Jonas *****
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear j.ester,
Do I understand correctly that you will be able to provide all the necessary documents to the casino team on Thursday, October 19, 2023, at the earliest?
In addition to that, we have a very similar case like yours here (https://casino.guru/wazamba-casino-player-s-bonus-is-blocked) where the player is also not able to provide the necessary documents to the casino team. Do you know this person?
Dear Casino Guru Team,
As soon as I get home I will get around to verifying my profile.
As I said, I was traveling on business and of course I didn't have everything I needed with me except for my work.
I'll try to get this done as quickly as possible!
I will have this done by tomorrow at the latest, i.e. I will have uploaded the documents that Wazamba wants from me to my profile and it can be verified.
Best regards
Jonas
Dear j.ester,
Please provide all the necessary documents to the casino team as soon as you can, hopefully, the casino team will still be so kind as to verify them despite the 30-day period having expired in the meantime.
In addition to that, we have a very similar case like yours here (https://casino.guru/wazamba-casino-player-s-bonus-is-blocked) where the player is also not able to provide the necessary documents in time to the casino team which is rather unusual to have complaints like this at the same time. Do you know this person?
Dear Casino Guru Team,
As promised yesterday, I uploaded my documents and they can now be verified.
I thank you again for your patience and time.
I also really appreciate the effort on your part and on the part of Wazamba Casino and I would be happy to recommend them to others.
Best regards
Jonas *****
Dear Casino Guru Team,
Regarding your question as to whether I know a person from the link in the complaint, no, I don't.
Best regards
Jonas *****
Thank you for the update, j.ester.
Dear Wazamba Casino,
I acknowledge that the 30-day window for players to submit their verification documents has lapsed. However, I firmly believe that the player's explanation is legitimate and has been communicated to both you and us. Therefore, I kindly request that the verification process be set in motion, and I would appreciate it if you could keep us updated on its completion.
Dear all,
We would like to inform you that the documents were forwarded to be checked. The customer will be informed about the result or comments via email.
Best regards,
Wazamba.com
Dear Casino Guru Team & Wazamba Casino Team,
Thank you very much for confirming my documents.
I'll check my inbox every now and then to see if there's anything new.
Best regards
Jonas *****
Thank you for your response, Wazamba Casino.
Dear j.ester,
The document verification can last a couple of days, so please be patient. As the casino team mentioned you will be informed by email about the result or any additional comments.
I have my fingers crossed that everything will be OK and your withdrawal will be processed the standard way.
Dear Casino Guru Team & Wazamba Casino Team,
I would like your help with the following request.
I was sent an email that also said that I should send my invoice as a PDF.
I received my invoice in the mail and thought I would take a photo of it and upload it to my profile.
Should I just scan this and send it to you as a PDF file?
Best regards
Jonas
Dear j.ester,
Usually, a scan of the original paper documents like an invoice or bank statement into a digital PDF format is sufficient for most casinos, but I would like the Wazamba Casino Team to confirm this.
Dear Wazamba Casino Team,
Will the scan of the original paper document into a digital PDF format be OK for you?
Dear Customer,
Thank you for your message.
We would like to inform you that you can request the document to be issued in PDF format, or you can provide us with a different proof of address document that was issued in PDF.
Additionally, we would like to remind you that we are also waiting for a selfie of you holding your ID with our website in the background.
Should you have any other questions, feel free to ask.
Best regards,
Wazamba.com
Dear Casino Guru Team & Wazamba Casino Team,
I'll call my electricity provider and ask if they can send me my bill as a PDF.
Best regards
Jonas
Thank you for the update, j.ester.
Please let us know once you upload the bill/invoice in PDF for verification.
Dear Casino Guru Team,
I have uploaded my documents to my profile.
Best regards
Jonas
Dear Customer,
Thank you for uploading the documents, they were forwarded to be checked. You will be informed as soon as there is an update.
Best regards,
Wazamba.com
Dear Wazamba Casino Team,
I uploaded my documents and they were accepted.
Both as an image and as a PDF.
Is my account now fully verified? (because I still see an "Upload Document" button in my profile.
Best regards
Jonas
Dear Customer,
We would like to inform you that the utility bill that we received in PDF was modified. Therefore, we kindly request you to provide us with another "proof of address" such as bank statement, other utility bill, registration confirmation or any official document issued by government.
Please make sure that the document is not modified and it should be uploaded as PDF file.
Thank you for understanding!
Best Regards,
Wazamba
Dear Customer,
Thank you for uploading the document.
However, we see that it was uploaded as a photo of a document, and not as a PDF file. Please, upload the document in PDF format for us to proceed with the verification process. Thank you in advance.
Best regards,
Wazamba.com
Dear Wazamba Casino Team,
Unfortunately, I don't yet understand exactly why the documents have to be in PDF format, because for something like this I have to contact or inquire about the responsible companies by email or telephone and they often cause difficulties regarding a PDF invoice if you already receive it by post.
They always point out that you have received your invoice by post and everything needs to be changed first, etc....
Shouldn't my second invoice now be enough to verify my address with you and complete account verification?
Best regards
Jonas
Dear j.ester,
It is a standard requirement that the casinos demand certain documents to be in PDF format. PDF documents are more secure than other document formats, such as Word or Excel files. PDFs can be password-protected to prevent unauthorized access, they can be encrypted to prevent data breaches and they can be "electronically signed". Electronic signatures are legally binding in most jurisdictions and will hold up in court just like traditional paper documents, making PDF documents an ideal format for important legal documents.
I can only advise you to please provide the documents in the required format so that we can move on with your complaint.
Dear Casino Guru Team,
Of course I understand that. I will get this done as quickly as possible.
Best regards
Jonas
Dear j.ester,
I'm glad you understand. Please let me know once you provide the required document in PDF format to the casino team.
Dear Casino Guru Team,
will be done this evening or tomorrow when I'll be back home.
I will of course let you know.
Best regards
Jonas
Dear Casino Guru Team,
is already uploaded.
Best regards
Jonas
Dear j.ester,
Thank you for the update. I hope this is the final hurdle for you to successfully complete the verification process.
Dear Wazamba team,
Kindly inform me once the player's verification has been successfully completed.
Dear Customer,
Thank you for providing the documents.
We would like to inform you that your casino account is now verified.
Best regards,
Wazamba.com
Thank you for the update, Wazamba Casino.
Dear j.ester,
As your verification has finally finished successfully, I believe when you submit a withdrawal request, it should be processed quickly without any issues. Let me know once you receive your winnings.
Dear Casino Guru Team and Wazamba Casino Team,
First of all, thank you for confirming that my account was successfully verified.
However, I wanted to make a withdrawal but I received the following error message:
"Payout not possible
The wagering requirement for withdrawing deposits is 1x"
I have used my deposit with you many times.
Could you please resolve this technical issue.
Best regards
Jonas
Dear Customer,
As we can see, you did manage to request a withdrawal today. Is the issue you mentioned still relevant?
Best regards,
Wazamba.com
Dear Wazamba Casino Team,
Yes, the payment request has now worked. I will inform you as soon as my withdrawal is successful.
Best regards
Jonas
Dear j.ester,
Thank you for the update. Just let me know once you receive the funds so that we can consider your complaint resolved.
Dear j.ester,
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.
Dear Wazamba Casino Team,
The first payouts have already come, but that's far from the entire account balance. It will definitely take some time before I can withdraw all my money, because it's only possible in increments of 500.
Best regards
Jonas
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Customer,
Thank you for your message.
We would like to inform you that all of your pending withdrawals were forwarded to be reviewed by the relevant department.
Best regards,
Wazamba.com
Dear Customer,
Please be informed that your current pending withdrawal requests were forwarded to be reviewed by the relevant department.
Best regards,
Wazamba.com
Dear j.ester,
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.
Dear j.ester,
Can you please provide an update on whether you received your withdrawals successfully or if you still require any further assistance? Please be aware that if you fail to respond within the given time frame or don’t require any further assistance, we will reject the complaint.
Dear j.ester,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us j.ester if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
