The player from Germany had initiated a withdrawal process and completed the required verification, but the casino froze his account due to incorrect password entries. The player had €11,226.80 locked in his account and had not received any response from the casino. He claimed that he did not use any bonus and that the casino had already paid him €1,650 of the €12,826.80. After we had reviewed the case and contacted the casino, they stated that the player's account was closed due to failed verification. They also provided evidence of the player breaching their terms and conditions. After reviewing the provided evidence, we concluded that the player had breached the casino's terms and conditions, and thus, the casino had acted correctly. The complaint was rejected due to this breach.
Wazamba Casino - Player's account suddenly frozen after verification.
Amount: €11,226
Wazamba Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
I had a balance/winnings of 12,826.80 € at Wazamba Casino. On 18.10.23, I started the withdrawal process. Two withdrawals each of 800 € were successful. They then requested verification, which I carried out. This morning (26.10.23), my verification was acknowledged as successful and noted as such on my profile. Suddenly, however, my account was frozen on the grounds of allegedly entering my password incorrectly numerous times. I've sent multiple emails but have yet to receive a response.
In the live chat, they stated that my account was closed due to the management of the website.
I still have 11,226.80 € in the account to which I have no access. I have screenshots though. What should I do?
I didn't use any bonuses, didn't have any additional accounts, and nobody else has played using my IP address. So, none of these are applicable issues. And, as previously mentioned, my verification was marked as accepted!
Hello Alfi85,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wazamba Casino. Please allow me to ask you a few more question before we would move forward.
Could you please when did you register into the casino? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hello Dear Guru Team.
To be honest, I don't remember exactly when I opened the account. But it should have been what I've been using regularly for about a year now.
I received information today that my account has been permanently blocked in accordance with Section 9.1 of the Terms and Conditions. I only made losses. And I wanted to get something paid out, whereupon they simply closed my account because I had allegedly committed fraud or whatever they mean by Section 9.1. My winnings appear to have been cancelled. My account permanently closed.
This is not true! They also paid me €1,650 of the actual €12,826.80. Only after that my account was simply blocked. First of all, without any explanation.
And no, I didn't claim any bonus.
Yesterday Wazamba transferred me another €50 (which was my deposit on October 18th, 2023). So the current balance is actually €11,176.80, which still needs to be paid out to me.
I hope you can help me.
I have now written several emails and asked Wazamba to explain and prove to me what I had violated.
The answer is always just a reference to the General Terms and Conditions, without explanation and without evidence! They lie to avoid paying me my winnings!
The funny thing is that I wanted to close my account with them at the end of September or beginning of October and requested the account to be closed via email. But instead of closing my account, they gave me a bonus of €50. Unfortunately I no longer have the email because I didn't think I would ever be in such a situation.
And now, after such a big win, they are suddenly closing my account. That's cheating! Something like that should be banned.
Hello Nick,
Will I receive feedback? I've been waiting for feedback from you for a week now. The whole thing drags on quite a bit. You just hang in the air.
Best regards
Thank you Alfi85 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Alfi85,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Wazamba Casino to join the conversation and participate in the resolution of this complaint.
Dear Wazamba Casino,
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Kind regards,
Tomas
Dear Tomas,
Thank you for reaching out to us.
We would like to inform you that the customer's account was closed due to failed verification and we have sent the evidence to your email.
The actions were taken based on the following terms and conditions:
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;
- colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;
9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:
- void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;
Therefore, pursuant to the aforementioned article, the winnings were deducted and the last deposit was returned back to the customer.
Please let us know if you need more information.
Best Wishes,
Wazamba
I was only made aware of the terms and conditions. Without an explanation of what I allegedly committed in connection with the General Terms and Conditions. I didn't do anything fraudulent. I had deposited money into my bank account, which I then deposited into the casino and won with that money. It was 50€. Not 1000€. Even the laws say that I only have to prove where the money comes from if I deposit €10,000 into my bank account. What's fraudulent about it? It's my money, which I earned by selling old items that I no longer use. For which there is a receipt. My payments into my bank account come from work or from my husband, who is responsible for supporting me. Nothing in my bank statement was found to be determinative of fraud or money laundering. Nothing can be disputed. €1650 was paid out. And then you thought to yourself that I violated the Terms and Conditions or what?
Dear Alfi85,
I'm sorry to inform you that we cannot offer any assistance with your complaint. We have thoroughly reviewed all the evidence and information provided by the casino and have found that the complaint is not justified. This is because you have breached the casino's terms and conditions, specifically, clauses 9.1 and 9.4, which were previously mentioned by the casino.
The casino acted correctly and within its terms and conditions.
For the above reasons, this complaint will be rejected. If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Please, do not hesitate to contact us in the future, if you run into any issues with any other casino.
We are here to help.
Best regards,
Tomas
