The player from Chile requested assistance with WAZAMBA casino, where he had requested account closure for responsible gaming on July 19, 2024, but the account remained open and continued to receive promotions. He sought transparency regarding deposits made after this date and a refund, claiming that the casino had not complied with responsible gaming measures. The Complaints Team reviewed the evidence and concluded that the account was closed appropriately on July 30, 2024, after the player made his last deposit on July 25, 2024, and that no further deposits were made after the closure request. Therefore, the complaint was rejected due to insufficient grounds for the refund request.
Wazamba Casino - Player's account remains open despite closure request.
Amount: $9,000,000 CLP
Wazamba Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.7
Wazamba Casino has a Safety Index of 9.7, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 week ago
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Hello friends at Casino Guru. I kindly ask for your help with the following complaint against WAZAMBA casino. On July 19, 2024, I requested the permanent closure of my account due to gambling problems (self-exclusion or responsible gaming). Despite countless requests to close my account, the casino has not done so. On the contrary, I continue to receive bonuses and promotions via email. For this reason, I request your help with the following:
1- That the casino shares and transparently provides a report of the deposits I have made to my account from July 19 onwards. I have made this request countless times via support email and chat, yet I have received no response after 2 weeks.
2- The casino must refund all the deposits I made from July 19 onwards, as it did not respect responsible gaming measures and failed to protect the player.
3- Once the casino can send that report, please update the disputed amount. The $9,000,000 CLP is an approximation and not the exact amount.
Attached is evidence of:
1- Request for closure citing responsible gaming and my repeated attempts without response
2- Requests for my deposit report which have gone unanswered to this day
Lastly, I suspect that the casino does not want to share the report of my deposits because they know they did not comply with player protection measures in a timely manner.
Please, I beg for your help,
Regards and thank you
Automatic translation:
Public
Public
2 months ago
Dear jdua,
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.
- Please note the file "Your chat transcript with Juan" was uploaded but cannot be opened, could you please share the file with me at tomas@casino.guru?
- Have you informed the casino about your gambling problems?
- Have you requested a refund of your deposits due casino not adhering to responsible gambling principles already? With what result?
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
Public
Public
2 months ago
Translation
Tomas, thank you very much for your reply. Regarding your questions:
Please note that the file "Your chat transcript with John" was uploaded but cannot be opened. Could you please share the file with me on tomas@casino.guru ? --> I sent all the evidence to your email
Have you informed the casino about your gambling problems? --> Yes, even in the evidence files there is the date, case number (or ticket) and the explicit reasons for the account closure (responsible gambling). In addition, there is not only the request, but also all the insistences I made because my request for closure was ignored.
Have you already requested a refund of your deposits due to the casino not adhering to responsible gaming principles? With what result? --> Unfortunately no, even, my idea was to first try to solve this with the casino before asking Casino Guru for help. The reason why I have not made a request with them is because the first step is to know the amount I deposited, where I have asked them countless times for the report of my deposits and withdrawals, but it has been more than 2 weeks where they have not given me an answer to something so simple.
Any additional information please let me know,
Greetings!
Automatic translation:
Public
Public
2 months ago
I apologize for the late reply.
I went over our communication with the casino and the only reason given for account closure was 'responsible gambling' on July 26th from my point of view.
We believe the casino should protect players who inform the casino about ongoing gambling problems or addiction, from further play.
- Did the casino block your account on July 26th or shortly after?
- Have you made any deposits between July 19th and 26th to the casino?
Public
Public
2 months ago
Translation
Hi Tomas, thank you very much for responding.
Answering the questions:
Did the casino block your account on July 26th or shortly after?
The casino blocked the account recently, I don't know the exact date but it was long after I made the request for closure due to responsible gaming.
Have you made any deposits between July 19th and July 26th at the casino?
Yes, I made several deposits between July 19th and July 26th, and also after July 26th despite my insistence by email (evidence sent). Unfortunately, I cannot know the amount or the exact days in which those deposits were made since today my account is blocked and the casino refuses to send me the deposit report that I have requested more than 5 times both by email and through the support chat (evidence sent).
Automatic translation:
Public
Public
1 month ago
Thanks for your patience.
From our point of view, the proof you informed the casino about gambling problems is missing. Asking for a self-exclusion with the reason 'responsible gambling' might not sufficiently convey you require player protection.
I'd recommend you ask the casino for a refund of lost funds and let us know about the result, regardless of the exact amount, since there is not enough compelling evidence for us to request a refund on your behalf.
I'll await your reply.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Tomas, thank you very much for your response. I believe that my request is more than justified for the following reasons:
1- As I showed you in the evidence sent by email, I made the closure request not once, but several times and with insistence, even in the same section of Wazamba where responsible gaming is indicated, it appears as a title "Responsible Gaming" (attached screenshot), so I do not know the reason that according to you "It is not enough"
2- In the insistences made and mentioned in the previous point, I mention the reason several times and clearly, I attach evidence again
3- I also sent you evidence of several requests I made to send me the report of the deposits I made, which remain unanswered despite my insistence. It's been more than a month since they have not answered such a simple request with the report of my deposits, so that's why I ask for Casino Guru's help. Put yourself in my place, if the Wazamba casino does not respond to a very simple request such as a transaction report, then, what confidence and seriousness do they give to customers to ask them internally for a solution.
Please, I beg your help, the case is more than justified for you to help me. If you need more information, please contact me.
Greetings and thanks.
Automatic translation:
Public
Public
1 month ago
Thanks for your reply and thanks for pointing out the new evidence.
If you informed the casino about your gambling problems only on August 1st, in our view the casino should act to protect you by taking this information into account. Have you made any deposits to the casino after August 1st? Was your casino account closed shortly after informing the casino?
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Thomas, thank you for your quick response.
I am 100% sure that after August 1st I made deposits, unfortunately, I do not know the amounts since to this day they have not shared with me the report of my deposits that I requested more than 1 month ago.
The account was closed long after I requested it to be closed, and in the evidence I sent you by email you can see that I am still receiving bonus promotions and incentives to keep playing.
Automatic translation:
Public
Public
1 month ago
Thank you very much, jdua, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
Public
Public
1 month ago
Hello jdua,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Wazamba Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Public
Public
1 month ago
Dear all,
Kindly note that we are checking the issue with relevant department and we would get back to you as soon as we have any news.
Best Regards
Wazamba Casino Team
Public
Public
1 month ago
Thank you, Wazamba Casino for the reply.
We will be waiting for your updates.
Public
Public
1 month ago
Dear all,
We just wanted to let you know that we are still checking the player request with relevant department and would let you know for any news as soon as possible.
Best Regards
Wazamba Team
Public
Public
1 month ago
Dear all,
Thank you for your patience.
We would like to let you know that as Tomas mentioned , the reason "Responsible gaming " is not sufficient to warrant immediate closure , considering the customer's VIP level .
We would like to inform you that the account was closed on 30.07.24 , before the customer clearly stated their Gambling Addiction (01.08.24). Considering all of the above the customer didn't make any deposits after July 30th. Since we had closed the account before the customer had explicitly provided reason for closure, we have to deny the refund request.
Best Regards
Wazamba Team
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Michal how are you,
The casino's response seems regrettable, incomplete and lacking in criteria. You can see that at the beginning I uploaded evidence of a ticket where I asked the casino for a simple report of my deposits and withdrawals, where to this day after 2 months, they have not given me the information.
Secondly, you can also see that I keep receiving promotions and bonuses in my email. But most importantly, the casino is lying that it closed the account on August 1st, I attach the proof:
In the image you can see that on August 10th I requested to reset my password on the page, where I received the link to recover it. Therefore, the casino should share both the income I had in addition to the report of deposits and withdrawals.
Also, when I requested to close the account, I did not receive a response email until today:
Automatic translation:
Public
Public
4 weeks ago
Dear jdua,
Were you able to recover your password and sign in after the 30th of July? If so, did you make any deposits?
Sensitive attachment
Sensitive attachment
3 weeks ago
Translation
Michal, thank you very much for contacting me, I am 100% sure that I logged into the account after August 1st, unfortunately today it is closed and I cannot verify my logins or deposit history.
I have requested from the casino on multiple occasions for more than 2 months, a report of my deposits and withdrawals since I do not have access to the account, and to this day I have no response regarding that report.
The reason why I require this report is because when one deposits in the casino, when checking my bank account it does not literally appear "deposit to WAZAMBA" but rather, under a fantasy name like the ones below (highlighted in yellow):
Edited
Automatic translation:
Public
Public
2 weeks ago
Dear Wazamba Casino Team,
Can you comment on the player's claim that he was able to log in to his account after the date of the account closure, which was on 30.07.24?
Public
Public
1 week ago
Dear Michal,
Kindly be informed that we had send you evidence that this is not true on your email.
Best Regards
Wazamba Team
Public
Public
1 week ago
Dear jdua,
The evidence I was able to review shows that your last deposit in the casino was on 25.7., you mentioned "responsible gambling" on 26.7.and that your account was closed on 30.7., with no activity recorded after this date. The period of account closure was adequate, and there were no deposits made after this request.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
