Wazamba Casino - Player’s attempts to self-exclude were overlooked.

Hallo, ich habe vor ein paar Monaten dem Casino geschrieben das ich Spielesüchtig sei und all mein Geld wieder haben möchte ich habe nie auf diese E-Mail eine Antwort erhalten. Das Casino hat auch nie mein Konto daraufhin gesperrt. Und so dumm wie ich war habe ich wieder 400 Euro eingezahlt und möchte diese gerne wieder.

Dear kevinlucht2666,

Thank you very much for submitting your complaint. I’m terribly sorry to hear about your problem.

Could you please advise how long have you been playing in the casino and when exactly you requested a block was placed on your account? Is your account currently open or not?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hallo ich spiele seit ca einem halben Jahr dort.

ich habe Casino am 17.11 geschrieben das ich Spielsüchtig bin.

das Konto ist derzeit noch geöffnet

Dear kevinlucht2666,

Could you please forward me the original request you sent to the casino when you requested your self-exclusion? Please forward it to tomas@casino.guru

Hallo habe ich

Thanks for your message.

Could you indicate when exactly you made further deposits in the casino (400€)? Did you contact support or casino live chat about your request again, in case this email from November 17th was overlooked? Did the casino live chat advise you in a particular way when you mentioned your gambling problem?

Ich habe am 16.01 die 400 Euro eingezahlt.

Nein ich wurde nicht beraten im Chat wurde mir gesagt ich solle mich per email an den Support wenden.

After a closer look, the email you contacted for your request was incorrect. According to the responsible gambling section of the casino, the correct email to request your self-exclusion is support@wazamba.com

Could you indicate where the email you used comes from? Were you informed about it somewhere on the website or on live chat? If you haven't done so already, make sure to request a self-exclusion via the email above.

Dann habe ich mich verlesen bei der Email ich habe aber vorher im Chat mit Wazamba geschrieben das ich Spielsüchtig bin.

kevinlucht2666,

If the live chat directed you to contact support via email that's what you should do. Casinos usually have a policy on how they handle self-exclusions and the live chat might not have the means or capability of applying it directly.

If you haven't done so already, I strongly suggest you contact casino support via support@wazamba.com and request a self-exclusion. You can always try to explain the situation with the email mixup and request they refund your deposits.

You may use the following as an example of your self-exclusion request:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

You can CC me at tomas@casino.guru in the copy and keep me informed about any further developments. Thank you in advance.

Dear kevinlucht2666,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.