Wazamba Casino - Player's account is frozen after failed verification.

Hello, I've been playing with Wazamba casino for several months now, and until now there hasn't been a single problem. Recently, I won a substantial amount of money and they wanted my account to be verified . I was waiting over a month for the verification but now , my account has been frozen. I can't play or withdraw the money they just send me email that my account is frozen due to failed verification. There was alot of money so i really hope they didnt scam me . Hope u can help me 

Kind regards

Aljaž ****

Dear aljazgombac,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please let me know when the casino informed you your verification failed?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please list which documents you provided during the verification process?

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,

Tomas

Hello Consultant, I have been playing on the wazamba website for about 1 year. So far, I haven't had any problems transferring funds from the account (the most I paid before this win was €200), I received the money within a week. When I got the winnings, I had an open verification, I submitted 6.7 documents and everything was fine. Then I submit the last two documents and realize I can't access the account. They just froze it for me. That's how I received a notification about account closure and failed verifications. I played various slot games, blackjack, live casino, baccarat. They offered me a free spin bonus during the game, but I didn't play with that money. I canceled the use bonus. During the verification process, I uploaded documents for 2 credit cards, an identity document, a selfie with the d with history, my document, a skrill profile. All this was approved, but at the end they asked for statements from which card I had already sent and so they closed my profile. I hope I get my money back. p.s. My last withdrawal 1 month ago was also canceled €200+my winnings 2620 So I've lost €2820 at the moment and I don't have to access them. It means a lot to me, I hope you can get in touch with the casino. They didn't even tell me what went wrong with the verification. have a nice day Aljaž ****

Thank you very much, aljazgombac, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Thanks for your help Thomas, Hello Katarina, I'm wondering what I can do next for a complaint. And have you checked the complaint yet? I hope it is progressing, if you need any more information I will be happy to send it to you.

Have a Nice day

Aljaž G******

Dear aljazgombac, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Wazamba Casino representative to join this conversation. 

Dear Wazamba Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Katarina,

Thank you for reaching out.

Please be informed that we sent you an email to katarina.d@casino.guru. Looking forward to your reply.

Best regards,

Wazamba.com

Dear Wazamba Casino, 

Thanks for your email. I followed up with an answer.

Dear aljazgombac, 

can you please specify when exactly you requested this withdrawal?

Do you remember how many times were you able to withdraw prior to your account being blocked, please?

Hello Katarina

Let me say that I had a payment of 200 euros from 20-6-2024, which was canceled recently. I could not withdrawal my amount of 2500 because the verification proces was desperate and lots of things to check. This has never happened to me anywhere. WAZAMBA PAID ME AMOUNTS UP TO 200-300EUR THEN THEY STARTED TO COMPLITE WHEN I WIN ALOT OF MONEY.

i CANT GO IN MY PROFILE BECAUSE IS CLOSED.

Have a nice day

Aljaz G******

Dear aljazgombac, 

thanks for the message. Let's now wait for the casino to reply.

Dear Katarina,

Please be informed that we replied to your email.

Best regards,

Wazamba.com

Dear Wazamba Casino, 

thank you for your message. I have received your email.

Dear aljazgombac, 

the casino provided evidence confirming the breach of their terms and conditions by having deposit made from an account not belonging to you. This, to my knowledge, occurred only once in January. Will you be able to explain why this deposit happened, please?

hello let me tell you that my 18-year-old friend and I played on my account 6 months ago. We wanted to play together for fun. My card was in transit and since I didn't receive it I loaded from his card. I am interested in what we can do and why I was not informed about the violation earlier if it was committed. I hope I can get back the invoice and my 2800€ best regards Aljaž G*****

Dear aljazgombac, 

thank you for the message.

Dear Wazamba Casino, 

I have sent a follow-up email. Kindly confirm if you have received it.

Dear all,

Thank you for reaching out.

We would like to inform you that the case is currently under review, and we will get back to you as soon as there is an update.

Best regards,

Wazamba.com

Dear Customer,

Thank you for your patience.

Please be informed that we sent you an email with the bank information request. Looking forward to your reply.

Best regards,

Wazamba.com

Hello Katarina, Let me tell you that I received a gmail with the decision to close the account with a successful payment. I am currently still waiting for the transaction. But I have to give a big support to the Guru team who made my life so much better ❣️♥️. I'll write to you when it's settled. Good day Aljaz

Hello aljazgombac,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear aljazgombac,

thank you for your message and kind words.

Could you kindly confirm the receipt of your funds, please?

Hello Katarina,

Let me tell you that I am still waiting for payment. Implemented on 8/22/2024. I haven't received the money yet, I hope I will soon. To be honest, I'm a little worried. I will let you know when I receive the money. Best regards.Aljaz G*****

Dear aljazgombac,

thank you for your message.

Dear Wazamba Casino, 

could you please clarify why aljazgombac has been waiting for an extended period?

Hello Katarina,

Let me just say that please let wazamba try to send the money to the main account I have given them all the information. I hope it will work🤞. Good day

Aljaž

Dear aljazgombac,

thank you for your message. I am now currently trying to contact the Wazamba casino outside this thread. I update you once I have more information.

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 Customer,

Thank you for reaching out.

We would like to inform you that we have reached out to the relevant department to find out the status of the payment. We will email you with an update as soon as there is one.

Best regards,

Wazamba.com

Dear Customer,

Thank you for your patience.

It appears that the payment wasn't successful due to an incorrect bank account number. You were sent an email in which we requested your bank account information in order to try again. Looking forward to your reply.

Best regards,

Wazamba.com

Dear Wazamba Casino, 

thank you for your email.

Dear aljazgombac,

could you kindly resend your bank account information to Wazamba casino, please?

Hello Katarina,

I am in the contact with them on e mail. I sent my main bank acc. I houp this will be work.

When i recive my money i will write you. Tnx for help

Good Afternoon

Aljaž

Hello aljazgombac,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello aljazgombac,

thanks for the update. It seems we are on the right track. Please keep us updated once you have more information.

Hello Katarina,

let me tell you that we are on the right track, but I don't understand why the payment was cancelled. The payment was made on September 29 and canceled today on October 1. All the information I sent was correct. I hope to receive my winnings soon, but I also have the netteler app. I don't understand how it doesn't go to the main bank .I hope it works out soon because I don't know what's going on anymore. I hope we get the payout to the end.

Good day

aljaz

Hello aljazgombac,

thanks for your message.

Dear Wazamba Casino, 

could you please explain why was the withdrawal request canceled, please?

Hello Katarina,

Let me say that I am in a conversation with wazamba to withdraw money on netteler. I hope it works this time. I will let you know when there is more information.

Good day

Aljaz

Hello aljazgombac,

thanks for your message. I will be awaiting your next update.

Hello Katarina,

today is a special day because the money has been paid out to my netteler wallet. I thank you from the bottom of my heart for all your support. You made my life 100x better. keep up the good work🍀🫶

Good day

Aljaž G*****

Dear aljazgombac,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak

Casino.Guru