Wazamba Casino - Player's bonus funds disappeared after disconnection.

Was playing game and it disconnected me, had $30 in playable bonus funds but when returned to game was at zero. Tried many times to solve with support but always told the relevant department would contact me, well it's been a week and I think maybe the relevant department needs to be restaffed or something, not so much as an update from them

Dear jimpritchard1940,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru? 

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.

Best regards,

Petronela

I emailed the screenshots and game history, I kept telling them to check my game logs and they would see I had a balance of $30 on my last spin then zero on a .30 bet

HI jimpritchard1940,

Would you kindly request and send your complete game history from that timeframe? It's quite challenging to pinpoint the issue with just two screenshots forwarded.

Thank you.

I have forwarded my request to them for game logs to petronela.k@casino.guru

This is where my game history ends on the site from my account, it says I have $52 in bonus funds remaining so if not the $30 that I was really at when they stole it, well then I guess my account should be credited the $52 it says I have according to game logs that I can access from my account

That last screen shot is my last spin on the site according to my game logs

Thank you very much, jimpritchard1940, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, jimpritchard1940!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Also, I contacted support a few days ago and requested my game logs to be emailed to me, and if course there response was the relevant department would contact me, still waiting for the relevant department to contact me since day 1

Dear Customer,

Thank you for reaching out to us.

We have restored the 32.25 CAD bonus. We hope this resolves your case.

Thank you for understanding!

Best Regards,

Wazamba

Thank you, Wazamba Casino!

jimpritchard1940, are you satisfied with the result?

Yes, I confirm the funds were added, thank you.

Dear jimpritchard1940,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team

Dear Pavel,

Thank you for your assistance!

Best Regards,

Wazamba