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.