Wazamba Casino - Player's Bonus withdrawal was delayed.

I won a 30e bonus on a cash claw , I wagered it without breaking any rules, after wagering the max cashout is 5x bonus cash, so in my case its 150e , I withdraw it and after 2 days they removed it from my transaction, when I contacted chat they told me that it was processed and i should receive it 3-5 days, it passed and I did not receive any money, I contacted chat again and they told me to contact support, I wrote an email and I am still waiting, now they are saying that some information is wrong and that 150e was deduction but I do not know from what... basically they dont want to pay me 150e

Dear Bigbossmne,

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

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi, they removed it completely, in the chat they claim its not a withdraw, its a deduction but when I ask from what they dont have a response, also, I never broke the wagering requirements, and I won fair, it was a claw bonus I won 30e, they have max cashout bonus x5, so after I completed a wager I withdraw 150e... I also saved screen shots because ots not a first time they are doing it...I will send you everything I have

this is a screen shot of the withdraw request, they just removed it from my transactions and now they making up thing that have nothing to do with me or my account

And this is from support chat, i wrote 3 time and I have no respone

I fully understand your frustration, Bigbossmne. However, I will set the timer for additional 3 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

I contacted chat service and they told me I have no withdraw request, also I emailed support and have no answer

They are quoting paragraph 6.19 Terms and Conditions, I did not break any rule and they are lying

Thank you very much, Bigbossmne, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi Bigbossmne,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Wazamba Casino to join the conversation and contribute to the resolution of this complaint.

Hopefully they will payout my winning and prove they are not just another scam casino

Dear all,

Thank you for reaching out!

Please be informed, that the winnings in the amount of 150 EUR have been re-credited to the account. Please feel free to make a withdrawal of the funds.

From our side we would like to apologize for the inconvenience and will process the withdrawal request with priority.

Thank you for your co-operation.

Sincerely,

Wazamba Customer Support

Thank you Guru, and thanks to the wazamba

Hi all,

Thank you for your replies.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Bigbossmne, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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,

Peter