The player from Germany had deposited 100 Euros and received a matching bonus, which was later lost unexplainably. She was informed via live chat that the bonus had expired during her gameplay. No adequate explanation was provided to her for this occurrence. We requested additional evidence, specifically the player's gaming history in Excel format, which the casino failed to provide. Due to the lack of sufficient evidence, the complaint was rejected.
Wazamba Casino - Player's bonus money abruptly disappeared.
Amount: €5,500
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Hello, I live in Germany.
Today, I deposited 100 Euros at 10:00 AM. I received a bonus of 100 Euros.
After my real money was exhausted, I started playing with the bonus money. I worked my way up and turned the bonus over. When I wanted to switch games, my account balance suddenly dropped to zero.
In the live chat, I was told that the bonus had expired.
In the middle of my gameplay. 4 hours after I had been playing.
I do not have a proper explanation for this.
Please help me.
I noticed that I received an email. The bonus was less than 48 hours ago.
Neither was the offering.
My complete history was simply deleted.
Automatic translation:
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7 months ago
Dear Mulahontas,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please send me the link or the screenshot of the bonus you took?
Also, kindly forward me any communication between you and the casino customer support regarding the expiration of your bonus. My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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7 months ago
Dear Mulahontas,
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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7 months ago
Translation
Hello Veronika,
I sent everything by email
Automatic translation:
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7 months ago
Thank you for your email. I am sorry but to be able to continue with the investigation of your case, we need more evidence from your side. Since you have no record about the bonus play in your casino history, I recommend you request your gaming history from 6 May in Excel format directly from the casino, and then send it to me (veronika.l@casino.guru). Without sufficient evidence, we will not be able to confront the casino.
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7 months ago
Dear Mulahontas,
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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7 months ago
Translation
My history on the site was deleted in the middle of it at 10am even though I played until 12:30pm and the winnings were after 10am.
I asked in the live chat and was asked to write an email.
I am waiting for the answer and for my game progress
Thank you ♥️
Automatic translation:
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7 months ago
Thank you. When you receive your gaming history in Excel format, please forward it to me at the address I mentioned before (veronika.l@casino.guru). Also, inform me here in the thread.
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6 months ago
Translation
Hello Veronika.
The casino site hasn't sent me my game history for weeks? What can I do
Automatic translation:
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6 months ago
I'm sorry but without your gaming history, we are unable to proceed with the investigation and confront the casino.
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.
