The player from Austria had activated a sports welcome bonus on Wazamba, implemented it to 99%, but had been unable to place more bets. He had tried to contact support but didn't receive a conclusive response, and his bonus was about to expire. The player hadn't activated any similar bonuses from this casino in the past and there were no open bets at that time. The casino had explained that the bonus was stuck due to technical updates and had added the amount to the player's balance. However, the player's account had to pass verification before the withdrawal could be made. The casino had requested documents which the player provided after a delay due to vacation. The casino then requested transaction history from the player's Crypto wallet which was also provided. The casino had informed that the player's total balance was being paid out as per his current VIP level and that his account would remain closed. The player had confirmed receiving multiple transactions amounting to his total balance at Wazamba. The issue with Wazamba had been resolved.
Wazamba Casino - Player's bonus is blocked.
Amount: €4,458
Wazamba Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
Hello Casino Guru team,
I created an account at Wazamba and lost my first deposit. I then activated the 100% sports welcome bonus and converted it to 99%, but now I can no longer place any bets. I have already written to the live chat and email support but did not get a direct answer.
I would ask you to take a look and tell me what I can do, because my active bonus expires on 09/06/2023.
In other words, I can't use my bonus right now because the error message "Insufficient credit" appears as soon as I want to place a sports bet.
The screenshots are in the attachment.
Best regards
Benjamin B****
Dear benjyAL,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to a stuck bonus, we will try to help you.
Could you please advise if you activated any similar bonuses from this casino in the past? Are there any pending bets at the moment?
If there's any relevant communication, please forward it to petronela.k@casino.guru.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
I have sent a message to the above email.
Player's additional comments:
Hello Casino Guru team,
related to your question:
Could you please let us know if you have activated similar bonuses from this casino in the past? Are there currently open bets?
------------------------------------------------------
I have not previously activated any bonuses from this casino and currently there are no open bets.
Best regards
Benjamin B****
Thank you very much, benjyAL, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 benjyAL,
I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Wazamba Casino to join the conversation.
Dear Wazamba Casino,
Can you please provide more information on why is the player unable to finish the bonus wagering?
Dear Customer,
Thank you for reaching out to us.
We would like to inform you that the bonus was stuck on a wager of 99% due to technical updates and we sincerely apologize for the inconveniences that have caused.
Please be informed that the wager was completed when the bonus reached the amount 2229.06 EUR. Therefore, to resolve the issue, we have canceled the bonus and added this amount to your balance.
Kindly be informed that you can withdraw this amount by contacting us or via live chat.
With this, we assume the case to be resolved. We appreciate your understanding in this matter.
Best Regards,
Wazamba
Hello Casino Guru Team,
Hello Wazamba Casino team,
I wanted to request a payout in my profile but an error message came up saying "I would have to wager my stake again." Unfortunately, the live chat wasn't helpful, it just said I should just pay out in my profile.
I have just written an email to request a manual payout from you.
I would ask you to edit these.
Best regards
Benjamin B****
Dear Customer,
Thank you for providing us with your concern.
We have looked upon your case with the relevant department and we want to inform that your account has to pass verification before the withdrawal can be made.
We have requested documents which you can upload directly by logging in to your gaming account.
Please note that the verification will be carried out with priority once we receive all the documents.
Thank you for your understanding in this matter.
Best Regards,
Wazamba
Dear benjyAL,
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.
Hello Casino Guru Team,
Hello Wazamba Casino team,
OK no problem, I'm on vacation at the moment but as soon as I get home I'll do this.
Do you have a time limit for verification in general?
Best regards
Benjamin B****
Dear benjyAL,
Wazamba Casino has this mentioned in its T&Cs
But, the sooner you provide all the necessary documents, to sooner the verification process finishes, and of course, the sooner your withdrawal will be processed.
Dear benjyAL,
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.
Hello Casino Guru Team,
Hello Wazamba Casino Team,
please excuse the late reply. I'm still on vacation and will probably be back in a week to a maximum of 10 days and could then carry out my verification immediately.
I therefore ask Wazamba to give me this time so that I can submit my verification or send the documents as soon as I return from my vacation with my family.
Thank you for your understanding
Best regards
Benjamin B****
Dear Customer,
Thank you for contacting us.
Unfortunately, we have maximum time limit of 30 days as per our following terms and conditions:
5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.
Therefore, we kindly request you to provide the documents as soon as possible.
We sincerely appreciate your cooperation on this matter.
Best wishes,
Wazamba
Dear benjyAL,
I understand the timing is not the best, but I must draw your attention to the fact that it is the player's responsibility to provide all the necessary documents and information within 30 (thirty) days after the request is made. The casino has it clearly mentioned in its rules, therefore, we kindly request that you provide the documents as soon as possible.
If you don't manage to provide all the necessary documents and information within the set timeframe, I'm afraid it will be very difficult (maybe even impossible) for us to convince the casino to process your withdrawal.
I strongly advise you to please provide the documents as soon as possible.
Dear benjyAL,
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.
Hello Casino Guru Team,
Hello Wazamba Casino Team,
Please excuse the delay, I'm slowly on the way back from vacation and will probably make it home by this Friday.
Thank you for your understanding
Best regards
Benjamin B****
Dear Customer,
Thank you for reaching out to us.
We would like to inform you that the maximum limit for document submission has been reached. It's important to note that any further delay in providing the required documents may lead to the permanent closure of your account, in accordance with the terms and conditions outlined below:
5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.
Your prompt attention to this matter is highly appreciated.
Best Regards,
Wazamba
Dear Customer,
We are reaching out to remind you about the pending submission of necessary documents for your account verification. Despite extending a grace period of over 30 days, we have not received the required documentation.
Regrettably, your account will be permanently closed by our relevant department, and any associated winnings will be confiscated in accordance with our terms and conditions.
Your prompt attention to this matter is highly appreciated. Thank you for understanding!
Best Regards,
Wazamba
Hello Casino Guru Team,
Hello Wazamba Casino team,
Please apologize again for the delay.
I can of course upload my documents and can do so directly tomorrow.
I would ask you to give me until tomorrow so that I can upload the invoice that I need as address verification.
I have everything else with me, i.e. ID, etc.
Thank you for your understanding
Best regards
Benjamin B****
Dear benjyAL,
Do I understand correctly that you will be able to provide all the necessary documents to the casino team on Wednesday, October 18, 2023, at the earliest?
In addition to that, we have a very similar case to yours here (https://casino.guru/wazamba-casino-player-s-account-has-been-closed-unexpectedly) where the player is also not able to provide the necessary documents to the casino team. Do you know this person?
Hello Casino Guru Team,
Hello Wazamba Casino team,
Maybe I can do it today but I can't say 100% yet.
But I'll get it done by tomorrow.
No, I don't know the other player but I also have no contact with other players and gamblers.
I'm not an extreme player like many others in this area who do it every day...
Best regards
Benjamin B****
Dear benjyAL,
Please provide all the necessary documents to the casino team as soon as you can, hopefully, the casino team will still be so kind as to verify them despite the 30-day period having expired in the meantime.
Good day,
I have already uploaded my documents, i.e. everything except my transaction history (cryptowallet transaction)
To be honest, I don't really understand what the casino wants.
Can you help me with this please?
Best regards
Benjamin
Dear benjyAL,
As part of the Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures, the casino may request you to provide transaction history from all payment methods you used for deposits or withdrawals in the casino. This is a common practice in the gaming industry, and I would like to suggest that you share this information with the casino team to facilitate the processing of your withdrawal.
Good day,
Sure, I understand. I have now uploaded it. All documents have now been submitted and I am now waiting for verification.
Best regards
Benjamin
Dear benjyAL,
The document verification can last a couple of days, so please be patient. The casino team will reach out to you via email to provide updates on the outcome or any supplementary information.
I'm hopeful that everything will proceed smoothly, and that your withdrawal will be processed according to the standard procedure.
Dear Customer,
Thank you for cooperating with us.
We kindly request you to provide us with your transaction history of July 2023 from your Crypto wallet.
Best regards,
Wazamba
Good day,
So in the profile, my documents and transaction history were titled "Accepted".
I also don't have a button to upload additional documents.
Best regards
Benjamin
Dear Customer,
Kindly send us the transaction history via email at support@Wazamba.com
Please make sure to send them without any modification.
Best Regards,
Wazamba
Hello Wazamba,
I have already sent you an email.
Let me know if anything else is needed.
Best regards
Benjamin
Dear Customer,
Thank you for providing us the document.
We kindly ask you to email us with your Crypto details such as Crypto type and address in order to payout your balance.
We appreciate your cooperation in this matter!
Best Regards,
Wazamba
Hi Wazamba,
The email is out, I have attached my address and the crypto art.
Thank you for your help and I will provide feedback immediately if I receive it.
Best regards
Benjamin
Hello Casino Guru Team,
Hello Wazamba Casino Team,
I just wanted to log into my account but it says my account with you has been closed??
At Wazamba my account balance is almost 2500 euros and at Nomini it is almost 500 euros.
I just see that I received a payout of 700 euros , that's great, but could you please pay out all of my money and not just 700 euros out of almost 3000 euros??
I ask you for an answer.
Best regards
Benjamin
Dear Customer,
Thank you for contacting us.
We would like to inform that we only deal with complaints raised at Wazamba Casino.
Rest assured, your balance at our casino is being paid out as per your current VIP level.
Moreover, your account will remain closed as per our following terms and conditions:
3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.
Thank you for understanding!
Best Regards,
Wazamba
Dear Customer,
We would like to inform that your total balance has been successfully paid.
With this, we assume the case to be resolved.
Best Regards,
Wazamba
Hello Casino Guru Team,
Hello Wazamba Casino team,
I received a transaction 3 times:
- October 28, 2023 > €700
- October 29, 2023 > €700
- October 30, 2023 > €810
However, as already mentioned in the complaint, I have an account balance at Wazamba of almost €2,500.
At Nomini my account balance was just under €500, so a total of €3000.
I have already received just under €2210, so I am still missing almost €800.
I ask Wazamba to upload a screenshot of both pages of my profile so that you can see my account balance and understand that I am correct.
Best regards
Benjamin
Dear Customer,
We would like to inform you that we have shared the evidence of your account balance to Michal (Casinoguru representative). Unfortunately, due to our policies we cannot share the account information in the forum.
We want to emphasize that your total balance was 2229 EUR and this amount has been paid successfully.
Moreover, we want to inform that we at Wazamba deal with our own complaints. Regarding your balance with the other casino, we kindly advise you to contact them directly.
Thank you for understanding!
---------------------------------
Dear Michal,
We have sent you an email with the evidence of the customer's account. Please let us know in case you need more information.
Best Regards,
Wazamba
Hello Wazamba Casino Team,
Thank you very much for the quick processing and response. But I just have one question.
Wazamba and Nomini aren't on the same network because I also uploaded all the documents to Nomini and it said account verified but I can't log in either.
But as already mentioned, there are still 500 euros of my money.
I would be thankfull for an answer.
Best regards
Benjamin
Dear Customer,
We are the representatives of Wazamba and unfortunately we cannot help with any questions related to other casinos. Therefore, we kindly request you to contact them directly.
We trust this clarifies your question. Thank you for understanding!
Best Wishes,
Wazamba
Thank you all for your response, I'm glad the issue has been resolved.
Dear benjyAL,
I'm happy that you have received all your winnings, as the Wazamba team mentioned your balance was €2229 and this has been paid out to you, so I consider this complaint as resolved.
For your issue with Nomini casino, this has to be sorted with the Nomini team, so even if Wazamba and Nomini are in the same casino group there are separate support teams for each casino, hope you understand.
Do you need any further assistance with Wazamba Casino? Can we close this complaint as resolved?
Yes everything is great, not yet with Nomini but with Wazamba it is.
Thank you.
Thank you for the confirmation, benjyAL.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
