Wazamba Casino - Player's account is closed after self-exclusion issues.

Please help, I was deceived at Wazamba casino... For many years, I have been self-excluded because I imposed a self-ban! Nonetheless, Wazamba casino registered me and allowed me to gamble without any identification from me. I lost €24,000 🤦‍♂️, and when I reached out regarding some kind of agreement as Wazamba casino's practices pose a threat to people like me, they blocked my account and won't communicate. I simply want to report and resolve the issue to recover my money or at least part of it. Today, I was supposed to receive a cashback in a significant amount considering the wagered sum, but they blocked the account, and regarding my requests for an out-of-court resolution, they ignore 🥲🥲. Could you assist me, please 🙏

Dear Martufff,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you’ve informed Wazamba Casino about your gambling concerns and requested self-exclusion? If so, please forward the account closure request you sent to them to my email at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I did not send them such an email .... I just sent a question, is it normal for someone to register in 3 minutes, they didn't want any documents from him at all, such as an ID card and the like, and even when they see considerable activity on the account, shouldn't the Casino notice the activity on the account and try to protect the player ? And after similar questions, the VIP manager blocked me... on Monday I was supposed to get 15% cashback, which is quite a large amount considering the amount invested, and I can't come to an agreement with the casino on any reasonable agreement and compensation... simply because I was a VIP client, I would like something return it back .. and since the ban from Slovakia does not apply, let them not block my account so that I can use the benefits to which I am entitled and they are not small!!!! Or let them compensate me once...can you arrange with them some kind of compensation for the damage? Please be nice

I am sorry to inform you that we are unable to assist you further in this case.

Please understand that many casinos only initiate the KYC process after a player submits their first withdrawal request. Additionally, Wazamba Casino operates under a license that is not issued in Slovakia, meaning they do not have access to the Slovak register of self-excluded persons. The casino became aware of your gambling addiction only after you informed them directly, and their decision to close your account aligns with responsible gambling practices.

I understand your frustration about being able to deposit high amounts within a short period of time. Unfortunately, the responsibility to oversee such deposit patterns often lies with the licensing authorities, and not all licensing bodies mandate immediate player verification upon detecting high deposit activity. If you believe this is grounds for a refund, I recommend contacting Wazamba Casino’s licensing authority directly to discuss your concerns.

Regarding your request for a refund, we can only assist in cases where a casino has failed to honor a self-exclusion request. This would require proof that you informed the casino of your gambling problem and explicitly requested that your account be closed permanently, but they allowed you to continue depositing, playing, and losing. Since you do not have such proof, we are unable to continue with the investigation and I have to close your complaint.

I am truly sorry we couldn’t provide more assistance in this matter.

Best regards

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.