The player from Austria had attempted to verify his account on Wazamba, but was informed that his account had been frozen. He had been playing live casino and sports betting without an active bonus when his account was closed with €3,400 in it. We had contacted Wazamba for clarification and they had provided evidence of failed verification. After reviewing the evidence, we had agreed with the casino's decision. Consequently, we were unable to assist the player in this case and had to reject the complaint.
Wazamba Casino - Player's account has been frozen.
Amount: €3,400
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 closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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5 months ago
Translation
Hello Casino Guru,
I need your help. I was trying to verify my account by uploading my identity documents and a facial picture to Wazamba.
I tried to log in but received a message:
"Your account has been frozen", what does this mean?
The live chat told me something which can be seen in the picture below.
I'm attaching it below for your reference.
I ask for your assistance in contacting Wazamba to get my account reactivated.
Thank you!
Roland
Automatic translation:
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5 months ago
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
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5 months ago
Translation
Hello Casino Guru,
I played live casino & sports betting.
I didn't have an active bonus in my account so it was real money.
Many thanks for your help.
Roland
Automatic translation:
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5 months ago
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.
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5 months ago
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?
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5 months ago
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.
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5 months ago
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
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5 months ago
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
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