Wazamba Casino - Player's account is closed due to verification issues.

I have a problem with Wazamba. I now have about $2,000 in my account. During the withdrawal attempt, which lasted about 2 weeks, it was subsequently canceled and wazamba asked for additional information such as address confirmation, citizenship, selfie. I provided everything. I deposit the account via crypto. When trying to withdraw, I was forced to use a family member's card for account verification due to the temporary inability to use my own.

Now the situation is such that wazamba has blocked the account due to the conditions they have, that the deposited money intended for the game must come from the owner's funds. I did that (crypto) but only used the family card to verify. I have written everything to them. Now I have been waiting for Wazamba's statement for the third week. I have everything documented from everyone, tickets, etc., etc., and I am ready to resolve the matter through other authorities as well.

UPDATE: After 7 days Casino still did not response.

Dear miraskopal,

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 the situation.

Could you kindly confirm if the card you sent for verification was used to deposit into your casino account? Is this card linked to your casino account in any way, such as being used to fund a crypto wallet associated with the account?

Was verifying your payment method the only step left in your account verification process?

Please forward any relevant communication between you and the casino’s customer support to veronika.l@casino.guru. This can include screenshots, chat transcripts, or any other evidence that might help with the investigation of your case.

I’m looking forward to receiving the necessary documents to assist you further. 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

No, I depozit the account and played using with the crypto method the whole time. After playing, I needed to withdraw the balance and used a family member's card to verify the entire account.

Yes, I have completed all other instructions like selfie, address confirmation, ID.

My account is blocked now and I can't access it viz pictures 1. The second picture shows the payment statement to be used to verify the family member. I depozit 8000 czk to the casino. only 280 czk were used for verification.

Do I understand correctly that either you or your family member deposited 280 CZK to your casino account? Please be aware that according to the Terms and Conditions of Wazamba Casino:

4.1 By opening an account on our Website and by using our Website you warrant that:

• the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

Furthermore, please check our Fair Gambling Codex for Players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Thank you very much in advance for your reply and understanding.

I deposited 8 000 CZK by crypto method specifically bitcoin. I won about 45 000 CZK. Then I wanted to withdraw some money. Deposit 280 CZK was only for verify the account while the account was limited to make a bet and withdraw.In that moment I can not use my own card (stolen, lost I dont know). I wanted to withdraw money so I use my family member card and deposited 280 CZK because i thought it will fix problem with withdraws. But nothing happend. About next 2 weeks casino wanted to know additional information like my adress, my selfie, my ID Card, my payment card. I did everything correct and they accepted everything except card. I said this to Casino too, but they reply they have to explore the problem, but after 3 they do not answer. The account is block and I dont have my money back.