The player from Austria had an issue with Wazamba Casino. Despite having submitted the necessary identity verification documents, the casino had not verified his account. The player stated that the verification process had been ongoing for weeks, with all other documents except his ID being approved. The casino requested an alternative ID for further verification. The player complied, but encountered issues with the quality of the document upload. The casino flagged the documents due to lack of security features and questionable validity. Despite our efforts to mediate, the complaint was eventually rejected due to these issues.
Wazamba Casino - Player's account verification has been delayed.
Amount: €5,884
Wazamba Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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10 months ago
Translation
Hello Casino Guru,
I'm having an issue with Wazamba Casino. My account is nearly verified, and I have already sent both the front and back sides of my ID, along with a facial image or "live cam" image to validate my identity.
I kindly need help because my account still isn't being verified.
Best Regards,
Ferdinand
Automatic translation:
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10 months ago
Hello stockharsh,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with xxx Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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10 months ago
Translation
The verification process has been running for a few weeks now, I think, but all other documents have already been verified.
That means all other documents such as proof of address, transaction history, etc. have been approved.
But my identity with live image was also confirmed but now you want another document and I don't understand that.
The last conversation with the casino was via live chat almost a week ago.
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10 months ago
Dear stockharsh,
Did the casino specify what was wrong with the document you forwarded? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?
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10 months ago
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You haven't told me yet. In other words, I can't forward anything.
It's just about why my account isn't verified yet even though I've already taken all the necessary steps.
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10 months ago
Dear stockharsh,
Please keep in mind that we are not the casino but a 3rd party resolving center so we do not have insight about what did the casino receive from you or sent to you. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Hello stockharsh,
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 delayed verification and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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10 months ago
Dear Customer,
Thank you for reaching out.
We would like to inform you that in order to continue the account verification, we need you to provide us with an alternative ID of yours (can be passport or driving license), which can be uploaded in the verification section of your profile. We will check the document with priority when you provide it. Thank you in advance.
Best regards,
Wazamba.com
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10 months ago
Dear Wazamba Casino,
Why does the player need to send an alternative ID? Wasn't the ID he had already sent sufficient enough? Or was there any problem with the picture quality or the ID itself??
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10 months ago
Dear Michal,
We would like to inform you that we sent an email to michal.v@casino.guru. Looking forward to your reply.
Best regards,
Wazamba.com
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10 months ago
Dear stockharsh,
Would you be able to send an alternative ID as per the casino's instructions?
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9 months ago
Translation
I could send my driver's license if that's possible. Can I do this here or do you have an email address where I can send it?
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9 months ago
Please send your driver's license to the casino's website or email, preferably as a reply to your previous correspondence with the casino representatives. Let us know here if you need any additional help. We will be waiting for your updates.
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9 months ago
Dear Customer,
Thank you for your reply.
We would like to ask you to upload your driver's license in the verification section of your casino profile.
Best regards,
Wazamba.com
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9 months ago
Dear stockharsh,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
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Okay, I'll do it asap. I'm sorry, that I'm late
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9 months ago
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Hi, yes sorry for the delay. I'll be home tomorrow so I'll get it done straight away.
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8 months ago
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So I uploaded my driver's license, i.e. front and back, and then had to take the facial picture again.
There in the verification window it said pending as it always does.
Now I just see that the verification window is back to "requested".
Speak as if I hadn't uploaded anything at all. I'm starting to feel a bit fooled.
Please excuse my lack of expression.
I have now uploaded my ID and driver's license and had to take a facial photo at the end of each upload, i.e. face verify (2x).
Please help me to finally get my account verified....
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8 months ago
Dear Wazamba Casino,
Could you give us an update on the verification status of the player?
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8 months ago
Dear Customer,
It appears that the problem was with the quality of the document that you attempted to upload.
Could we please ask you to try to upload it again but in higher quality and also send it to support@wazamba.com? Thank you in advance.
Best regards,
Wazamba.com
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8 months ago
Translation
Hello,
I just sent you the email.
Please check for receipt.
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8 months ago
Dear Michal,
Please be informed that we sent you an email. Looking forward to your reply.
Best regards,
Wazamba.com
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8 months ago
Dear stockharsh,
I have to inform you that all of the documents you have sent have been flagged due to problems such as a lack of security features, altered photos or different fonts.
Could you comment on this issue?
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8 months ago
Translation
Hello,
the photos I provided may not have been of the best quality, but I have no idea what you're talking about in terms of fonts.
I provided all the documents I was asked for.
This just seems like a cheap attempt to steal my credit. I can offer to provide you with any additional document such as birth certificate, registration confirmation, etc. to verify my identity.
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8 months ago
Dear stockharsh,
I am in contact with the casino internally. I will let you know here with any updates.
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8 months ago
Dear stockharsh,
After communicating with the casino internally, I have to inform you that the validity of the documents provided by you was questionable. The documents were flagged with multiple issues regarding missing security features.
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.
