Wazamba Casino - Player's account has been frozen.

Hallo Casino Guru,

ich brauche bitte Ihre Hilfe. Es geht darum dass ich meinen Account verifizieren wollte und ich meine Dokumente also Ausweis und ein Gesichtsbild auf Wazamba hochgeladen habe.

Ich wollte mich gerade einloggen und da kommt eine Meldung:

"Ihr Konto wurde eingefroren" was soll das bedeuten?

Der Live Chat sagte mir folgendes wie auf dem Bild zu sehen ist.

Ich lade es unten im Anhang hoch.

Ich möchte Sie bitten mit Wazamba in Kontakt zu treten sodass diese mein Konto wieder reaktivieren können.

Ich danke Ihnen !

Roland

Dear Maxiosette,

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 while your account was still active - slots, live casino, sports betting, etc.?

Do I understand correctly that €3,400 (dispute value) is being held in your closed casino account? Have you accumulated 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

Hallo Casino Guru,

ich habe live casino & sportwetten gespielt.

Ich hatte keinen aktiven Bonus in meinem Account also es war Echtgeld.

Vielen Dank für Ihre Hilfe.

Roland

Thank you very much, Maxiosette, for your cooperation. 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 Maxiosette,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, sometimes the casino freezes the player's account while the KYC and AML are ongoing. KYC and AML are very important and essential processes, and they take a bit of time to be completed. As online casinos don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos take KYC or AML lightly.

With this being said, 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 some updates regarding the player's verification and how long the security check process will take?

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 Michal,

Please be informed, that the customer's account has been closed due to having failed verification.

We have sent you an email with the evidence related to the account closure.

Looking forward to hearing from you.

Sincerely,

Customer Support

Thank you for your email and for providing evidence, Wazamba Casino Team.

Dear Maxiosette,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. Unfortunately, you did not pass the verification process for valid reasons and we agree with the casino's decision. Consequently, we are forced to reject this complaint.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

Casino Guru