Wazamba Casino - Player’s account has been closed unexpectedly.

Good evening, a few months ago I created my account on Wazamba, and I was playing without issues and logging in normally. I won around 180 soles, I think, and I wanted to withdraw it. They asked me for verification of my details, which I sent. When I tried to log in again, my account was frozen. It says that I attempted to enter an incorrect password, but that’s not true. I even have my password set to autofill, and still, they closed it on me. I just want them to give me my winnings.

Dear taiz1509,

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. 

• Could you please advise which games you focused on- slots, live casino, sports betting, etc.?
• Did you receive any confirmation regarding successful verification before you lost access to your casino account?
• Did you accumulate your winnings 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,

Kristina

Hi, I honestly don't remember the last game I played. I also used to bet on sports.

My data had not yet been verified, confirmation was missing. But I sent everything they asked me for. I was logging in normally, but suddenly it closed. And it said that I had entered incorrect passwords when I hadn't. I tried to contact customer support and they told me that it was frozen and I couldn't open it again. I told them that I could give my data and they could confirm that it was me, but no, I didn't receive any more information.

Thank you for your reply, taiz1509. 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.

Dear taiz1509,

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.

Hello, sorry for the delay in answering.

As I had written, they froze my account for no reason. I had sent everything they asked me to make the withdrawal, the only thing missing was a confirmation, which was the last one. The last thing I remember I sent was an Internet bill that I paid for, I don't have my own house. My ID, my information, I sent everything. It only says that the password I entered was not correct, but it wasn't, to this day I have the password saved on my cell phone. I don't really understand what happened for them to close my account.

Please forward me the communication between you and the casino so we can proceed with this complaint.

Dear taiz1509,

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.

Hello, I complained to customer service and they just told me that my account was frozen and that it was impossible to recover it. What's more, when I go to the page and enter my password, it says frozen account.

Thank you very much, taiz1509, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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, taiz1509!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Yes please. I haven't been able to log in for several months now. And above all, I haven't been able to get what I won playing.

Dear taiz1509,

We are pleased to request you, if you would like your account to be reopened.

Thank you for your collaboration.

Kind Regards,

Wazamba Casino Team

Wazamba Casino Team, please, let us know if player's funds are safe in their frozen account and if it would be possible to withdraw them after the reopen?

Good morning, apart from opening my account, I also want to know if I can withdraw the money since I sent all my documentation.

Dear taiz1509,

We are pleased to inform you, if you would like your account to be reopened, the deducted funds will be recredited to your active balance and you can proceed with them as you like.

Thank you for your collaboration.

Kind Regards,

Wazamba Casino Team

Yes, I would like to please, thank you very much. I will be on the lookout to be able to open again.

Dear taiz1509,

We are pleased to inform you that your account has been reopened and the funds are active on your balance.

Thank you for your collaboration.

Kind Regards,

Wazamba Casino Team

I still can't log in, I get this

Dear taiz1509,

We would kindly request you, retry to log in and let us know.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

I still get the same result. I don't know if there is a possibility that they will send the amount I won playing at the casino to my account.

taiz1509, have you tried changing your internet source (from data to Wi-Fi)? Have you tried to clear cookies or use a different browser or even device? Please, let me know if any of it will help, because it seems that your account is unblocked, but for some reason you still cannot log in.

I just tried to log in through my laptop, I'm on WiFi and still nothing. I can't, before I only got a message saying "account frozen" and now I get that message.

Wazamba Casino, it seems like the user still has the same problem, and changing the device and IP did not help. Can you, please, look into it once more?

Dear taiz1509,

We would kindly request you to try again and let us know if you encounter the same anomaly when trying to log in.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

It keeps coming out the same

Dear taiz1509,

We would kindly request to provide us the username using when trying to log in to your account.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Hello, my username is Taiz15.

Dear taiz1509,

Thank you for confirming us your username.

We would kindly request you, retry to log in and let us know if you encounter the same anomaly now when trying to log in.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Good morning, I was able to log in. I tried to withdraw the money and I couldn't. It tells me that I have to bet x1. I thought I had to play a game but no. Could you tell me what to do please?

taiz1509, as you do not remember what you played last, could you, please, check in your game history in your account if you have wagered the 150 once before. If you have just deposited it and not played the necessary amount, you will need to finish the wagering. However, if this amount of 150 is winning from previous gaming and all you wagering requirements are fulfilled, then I will ask the casino if it is a mistake.

Dear taiz1509,

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.

The amount I have is winnings I made at the casino.

Wazamba Casino Team, could you, please, explain, why player has wagering requirement imposed on their winnings? Have they not finished it previously?

I just realized that. I have to play again to be able to withdraw.

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.

We have reached out the casino via other means, so I am prolonging the timer for one more week.

Dear taiz1509,

 

We are really sorry for what you encounter when trying to withdraw.

 

We would kindly request to provide us your crypto wallet requested via mail in order to proceed manually with your payment.

 

Thank you for your cooperation.

 

Kind Regards

Wazamba Casino Team

Good afternoon, I tried to transfer the money to my account but it didn't work. I only have a bank account

Wazamba Casino Team, is it possible to make a manual withdrawal to the player's bank account?

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.