Wazamba Casino - Player’s deposits are not reflected in the balance.

El pasado día 11 de junio, realice numerosos depósitos en el Casino de Wazamba.

Algunos de esos depósitos salían como erroneos una vez verificado por mensaje con el banco, esto ya me había pasado muchas veces en el pasado con este casino, pero esta vez, comprobé con mi banco, y me di cuenta de que todos esos depósitos erroneos, mi banco los tenía retenidos para su cobro por wazamba.

Al cabo de dos días mi banco los transfirió a Wazamba.

Ninguno de esos importes fueron agregados a mi saldo.

Los importes retenidos fueron los siguientes:

20e------00:50am

30e--------00:07am

30e--------00:04am

20e--------06:01am

20e--------04:58am

y tres de 35 euros que fueron agregados cuando contacté con el servicio al cliente.

El mismo día 11 que contacté con el servicio al cliente del chat de wazamba, reclamé todos estos importes retenidos por mi banco y que no fueron agregados a mi cuenta.

Me contestaron que esos importes eran transacciones denegadas por wazamba y que los tenía que reclamar a mi banco.

En mi banco me informaron que nada se podía hacer, wazamba tenía la orden de cobro de todo eso.

Adjunto copia del chat que mantuve con wazamba, donde se me informama de que todo eso sería devuelto por mi banco.

Pasados tres días volví a contactar con el chat y les informe de que me faltaba todo ese dinero 155 euros. Me informaron de que esos importes se agregaron a mi cuenta de forma manual, así sin más información.

Pero el historial de depositos y juego, no miente, y ahí esta todo reflejado.

Lo más grave de todo, es que he sacado historial de todos los depositos que he hecho con wazamba desde que juego en este casino y me he dado cuenta de que me han troleado un montón de depositos que yo no me di cuenta en su momento, por confiar en este casino.

Y es muy frustrante porque atención al cliente cada persona te dice una cosa diferente, hasta que te sientes impotente y te hartas de tanta tomadura de pelo.

Adjunto historial de depositos del dia 11 de junio.

En estado de "disminución" están los depositos que no fueron añadidos.

Adjunto historial de mi banco de todo lo pagado el 11 de junio, con sus retenciones pagadas.

Adjunto dos historiales de chat con atención al cliente.

Adjunto historial de juego, solo el comienzo del dia 11, donde ya se ve, que el deposito que hice al comienzo del dia 11, no está.

En fin, esto es horrible.

Y ya veremos que pasa, con todos los depositos en estado de disminución que no me entraron entre el año pasado y este.

Y ya decía yo que perdía mucho dinero con este casino, hasta que me he dado cuenta del truco que me han estado haciendo.

Gracias

Maido

Dear maido25,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account or returned to your bank account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Adjunto los chats con wazamba, donde primero se me informa de que esos importes me los tenía que liberar mi banco y que para ellos constaba como transacciones denegadas.

Segundo chat de wazamba donde se me informa de que esos importes fueron transferidos a mi cuenta de manera manual, pero no fue así.

Sólo se transfirieron dos importes de 35 euros, que aparecen reflejados en el historial de depositos como depositos que no han sido realizados con tarjeta de crédito.

Estoy intentando subir chats en pdf, pero no puedo. Sólo puedo subir jpg y son varias paginas.

Voy a tratar de subir en jpg el primer chat.

Adjunto segundo chat

continuación segundo chat

Entonces, tengo que contactar con mi banco? Es mi banco quien tiene que reclamar a wazamba?

Vamos apañados.

Que la gente non confie en este casino, a mi me han pufado contando los meses atrás más de 500 euros.

Son estafadores.

Dear maido25,

Have you contacted your bank and asked them for assistance?

Have the deposits returned to your bank account since your last message?

Dear maido25,

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.

Hola,

He pasado toda la documentación a mi banco al departamento de tarjetas y todavía no me han respondido.

El plazo para que me contesten suele ser de un mes.

Gracuas

Maido

Have you received the deposits that were declined upon deposit back to your bank account yet? Have you received any response from your bank that would require investigation from the side of the casino?

Please let me know.

Hola,

No, todavía no he recibido nada.

Tan sólo he recibido un email de mi banco, informando de que van a trabajar en la incidencia, me tienen que llamar.

Gracias

Thank you very much, maido25, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hola,

Ya se ha resuelto y mi banco ha logrado que me devolvieran todos esos depósitos no acreditados.

Gracias.

Ahora queda por resolver todos los depósitos anteriores a 2 meses, donde también me hicieron la misma jugada.

Lo voy a reclamar también al banco, aunque ya me dijeron que el plazo para reclamar todos esos importes anteriores ha pasado.

Por lo tanto, no se si el banco me lo podrá solucionar.

Adjunto el historial de depósitos donde todos los depósitos en estado de "disminución" no fueron acreditados en mi saldo y si fueron transferidos.

En caso de que mi banco ya no lo pueda reclamar. Que puedo hacer para reclamarlo?

Ya que en atención al cliente no soluciono nunca nada con ellos.

Hello, maido25,

I am sorry to hear about your unpleasant experience. From now on, I will assist you with the matter.

Good to know that you have solved the issue of the last deposits!

However, to be honest, if your bank managed to sort it out on their side, it indicates that the casino did not receive your funds, and they were likely returned. Otherwise, if those funds were credited to the casino's payment method(s), your bank/payment method provider would not have been able to simply credit the missing funds to your like from nowhere. It seems the funds were returned to your payment methods' providers but not directly to your payment methods. Therefore, if the issue is with your bank/payment method provider, I am not sure how the casino could help at all.

Can you please contact Customer Support of the payment method providers you used for the unsuccessful deposits and ask them for more information, and if they can help you with returning funds to your payment methods? If the casino denied the deposits in question, and the funds were bounced back (likely within 30 days), payment method providers should be able to locate this money as the last successfully returned ones.

Could you please let me know once you have any news or updates from your payment method providers?

Hola,

Gracias por todo y te seguiré informando.

Pero en este caso, ha sido el casino Wazamba, el que se ha embolsado los depósitos fallidos y no mi banco.

De hecho, las devoluciones que me han hecho de lo que ha sido reclamado ha sido de Wazamba.

Alright, I understand.

Feel free to inform us about any progress. I will wait for your updates.

Hola,

Hoy Wazamba me ha devuelto tres depósitos de meses anteriores, pero aún queda todavía más….

Gracias por todo.

Alright, I am extending the timer for you for a longer period now, let's say for 2 weeks, and will wait for your updates.

Once everything is sorted out with the casino and the deposits in question, feel free to inform us about an approximate amount of those deposits and confirm once the issue is completely resolved, everything returned.

Since I can see you are able to solve the situation with the casino and/or your payment method provider yourself, I could consider it closed. However, I will keep the complaint open for some time in case something happens or other issues arise, or you get stuck at some point without any progress. Then we could ask the casino for an update or help us in resolving it. But, if everything goes well, we can think about a complaint closure.

Thank you for your patience and understanding, as well as for your updates.

Looking forward to hearing good news from you.

Hola,

De momento solo me han devuelto 175 euros.

Mi banco no me ha contestado a mis últimos emails solicitando que reclamen más depósitos fallidos desde el principio, que viene a ser desde noviembre del 2023.

En caso de que mi banco, me diga que no pueden reclamar tanto a tiempo atrás, Qué es lo que debería de hacer? Poner una denuncia?

No veo esto nada claro. Aún se han embolsado mucho más y no me lo han devuelto, son unos sin vergüenzas, así de claro.

Gracias

Thank you for the update, maido25.

I would like to ask you about one thing.

You claimed that "Today Wazamba has returned three deposits from previous months, but there is still more…" - How do you know that Wazamba returned your deposits and that the transactions were not stuck on your bank's side? Where were your deposits returned? If they were returned to your payment method - how can you be so sure and claim that those funds were with the casino at all?

We should definitely wait for a response and further details from your bank. Since it is not completely clear where the error occurred, whether on your bank's side or between your bank and the casino, it is not clear where you should file a complaint.

At the same time, I think it is the best time to invite the casino representative to the thread and ask them for details.

Dear Wazamba Casino Team,

Could you please look into the user's issue (uncredited/failed deposits) on your side and provide us with the results of the investigation?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hola Branislav,

Te contesto;

Usted afirmó que " hoy Wazamba ha devuelto tres depósitos de meses anteriores, pero todavía hay más...". ¿Cómo sabe que Wazamba devolvió sus depósitos y que las transacciones no quedaron bloqueadas en el lado de su banco?

Los depósitos que me devolvieron se abonaron en mi cuenta bancaria, la misma que tengo registrada en Wazamba en mi cuenta de usuario y por donde se hicieron los depósitos.

Días antes de haber recibido los abonos, estuve hablando con un agente de mi banco que se puso en contacto con Wazamba, para reclamar parte de esos depósitos realizados en junio.

Wazamba me abonó días después de hablar con el agente de mi banco dichos depósitos reclamados de junio y dos días después de recibirlos, me hicieron otro abono de otros tres depósitos anteriores a junio.

¿Dónde se devolvieron sus depósitos? Si se devolvieron a su método de pago,

Los depósitos se devolvieron a mi cuenta bancaria a través de la tarjeta de crédito utilizada en mis depósitos.

¿cómo puede estar tan seguro y afirmar que esos fondos estaban en el casino?

No se si estoy entendiendo bien esta pregunta. Aquí la cuestión es que Wazamba no me añadía esos depósitos a mi saldo en el casino, porque me salía error cuando los procesaba y no se llegaban a sumar a mi saldo, y como eso sucedía de forma tan clara, yo volvía a intentar hacer de nuevo el proceso de realizar depósito hasta que no me diera error, pero resulta que de error nada, porque todas esas cantidades que yo me pensaba que no se habían realizado, Wazamba las recibía igualmente, hasta que me di cuenta tarde, meses después, al comprobarlo, que todas esas cantidades se habían transferido correctamente, pero esque encima, esos depósitos fallidos, en mi historial de depósitos de Wazamba, aparecen todos en estado de "disminución ", por eso pude localizar todos los depósitos que no se han agregado en mi cuenta.

El historial con todo os lo he enviado, si lo veis, hay depósitos en rojo con una nota que dice "disminución ". Todos esos son, están bien claros.

No se si me explico vaya, pero en mi banco lo entendieron perfectamente y se pusieron en contacto con Wazamba.

Dichos abonos, me parecen transferidos por Wazamba N******.

Me faltan muchos depósitos por recibir, de momento todavía no se si mi banco podrá reclamar los meses anteriores a junio, en todo este mes de agosto no me han respondido todavía, supongo que Agosto es un mes complicado, espero que en Septiembre me digan si pueden hacer algo.

EL error claramente viene de Wazamba, sino, no habría recibido esos abonos en mi cuenta a nombre de ellos.

Incluso llegue a reclamar esos depósitos de junio, al chat de atención al cliente de Wazamba, que muy poco te resuelven y mucho menos te informan bien, todo sea dicho, y ellos mismos, arreglaron manualmente dos depósitos fallidos y me los sumaron a mi saldo, mientras hablaba con ellos.

Pero al reclamar todos los demás depositos, me daban largas y se desentendían, y encima cada uno me decía una cosa distinta sobre lo que sucedía con esos depósitos, todas estas conversaciones en el chat de Wazamba, quedaron grabadas y os las he enviado también. Lo tenéis todo.

Y otra cosa, me han bloqueado mi cuenta de Wazamba, yo ya no puedo acceder a ese casino, pero nadie me ha asegurado, que mi cuenta está borrado y todos mis datos no parecen en bases de datos.

Gracias,

Maido

Alright, Maido. Thank you for the additional clarification, I think I finally understand how you meant that before.

However, as for your data - I am sure it is safe at the casino, but it is possible they have to store such data for some time.

Let's wait for the casino's response and updates.

Thank you for your patience and understanding. I sincerely believe the casino representative will reply soon.

Dear customer,

Thank you for reaching out!

In order for us to assist further, we kindly ask you to inform us on the total amount of successful funds deductions from your bank that were transferred to our Casino on June 11th. Additionally, please provide us with the amount of funds that were successfully deposited onto the Casino account itself on June 11th.

Thank you in advance.

Best regards,

Wazamba team

Dear Maido,

Since, if I understood correctly, your failed deposits for June and July 2024 were already refunded, now it is about all failed deposits for the previous periods, i.e. from the first failed deposit until the end of May 2024 - correct?

Is it possible for you to please check your bank account and filter the transactions according to the receiver of the transactions (all deposits made to the casino) from November 2023 until the end of May 2024, and generate/save such a bank statement? If it is not possible like that, alternatively, is it possible to provide a bank statement from the bank account in question with all transactions on this bank account from November 2023 to the end of May 2024?

Or, can you ask your bank for a complete list of all transactions made to the casino (showing only all the deposits)?

Provided that your account is blocked and the casino representative likely overlooked several important pieces of information above, then we can ask the casino representative for help and a thorough investigation on their side, regarding the rest of the failed deposits.

Dear Wazamba Casino Team,

Thank you for your response. However, I think your request is irrelevant.

Please, go through the thread once again and carefully, and provide us with the instructions on what the casino would need to investigate the matter and how the user's situation can be solved.

A small update to simplify it - failed deposits for June and July 2024 should have been solved and refunded. Now, the issue is the previously failed deposits (marked as a "decrease" in the user's casino account) for the period of November 2023 until the end of May 2024.

In addition, if the user's casino account was really blocked/closed, as he claimed in his last post, and he sees all the transactions as successfully deducted from his bank account (already refunded failed deposits were deducted from his bank account before), how can he find out how much was successfully credited to his casino account and/or how can the casino ask him for that if for now, it is the only one who can see and check it on its side?

In the meantime, until the player informs us about the possibility of providing the requested bank statement, can you review her casino account in detail (especially the deposits marked in her transaction history as "decrease", the red ones, made from the payment method in question - MasterCard) and provide us with the results of the investigation? What happened with those deposits which were not refunded to the player yet, and when will the casino release/refund them?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hola,

si, mañana pediré el extracto y lo enviaré.

Gracias

Maido

Dear Branislav,

Thank you for your patience!

Please be informed that the deposits marked as "Decrease" were marked as such due to them being declined, and never reaching the customer's account. This can be caused by one of the following:

• The customer initiated the depositing process by opening the "Deposit" page, however not all the required details were filled in, or the customer exited the page, before finishing the depositing process fully;
• The customer had insufficient balance on their bank account;
• Incorrect bank details were provided during the depositing process.

Any of the above could have caused the deposits to appear in our system, however, none of those should have caused deductions to the customer's bank account.

We have sent an email to Branislav with some further evidence.

If the customer is claiming that the deposit amounts for the deposits, marked in their account as "Decrease" were actually deducted from their balance, we require the customer to provide us with the full transaction history for the period of November 2023 until June 2024, including all incoming and outgoing transfers.

Best regards,

Wazamba team

Great! Thank you very much, Wazamba team, for your response, email, and all the provided details.

Since I assume the casino requires the original bank statement(s) in .pdf format, can you please provide us with an email address to which the player should forward the requested document(s) for review?

Dear Branislav,

The customer needs to send the documents to us via the customer support email address: support@wazamba.com

Best regards,

Wazamba team

Hola,

Tomo nota de todo lo que tengo que enviar, estoy pendiente de que mi banco me lo envíe.

Los últimos correos que envié al correo de atención al cliente de Wazamba cuando enviaba mis reclamaciones fueron rechazados por el servidor y todos me venían devuelta.

Dear Maido,

Please inform us once the email with the requested documents is sent to the casino.

If there is any error, please share a screenshot of it with us directly here.

In addition, feel free to add me to the copy of the email so I can review the documents too, or in case sending fails, I can forward it to the casino in another way instead of you.

Looking forward to hearing from you.

Buenos días,

Mi banco me está solicitando el CiF de Wazamba para poder sacar el extracto, por favor, solicito que Wazamba me lo proporcione.

Gracias

Although it makes no sense why your bank would need such a number to provide a bank statement with your full transaction history, let's ask the casino representative about it.

Dear Wazamba Casino Team,

Is it possible to provide the player with the requested CIF number?

To be honest, I think that it is possible that there were some errors on the user bank's side, and they would like to investigate it on their side. Otherwise, it really does not make sense, and neither does their ability to credit the unsuccessful transactions back to the user's bank account. I do not think that a bank could simply decide to take some payments back if they had been completed and reached a receiver.

Dear customer,

At this stage, we simply need the full transaction history for the indicated period, which would include all transactions. We believe that such document does not require a CIF number to be provided.

Please provide the requested document for us to check.

Thank you in advance.

Best regards,

Wazamba team

Ok,

ING me confirma que ha tenido una confusión con la petición solicitada y ya está en proceso para que me lo envíen.

En breves Serra enviado.

Gracias

Buenos días,

Se ha enviado al email de atención al cliente suport@wazamba.com, Los extractos bancarios, del banco, según lo acordado en CASINO GURU.

Me falta por enviar los extractos bancarios realizados con la tarjeta del CORTE INGLES, se esta tramitando.

Quedo a la espera,

Saludos Cordiales,

Maido A*****

Alright, Maido. Great news! Thank you for the update. Feel free to let us know when another statement is sent.

Dear Wazamba team,

Can you please provide us with an update on the investigation regarding deposits made from the bank account the user already provided the statement?

El email que envié a Wazamba con los extractos, me ha sido enviado devuelta dos veces y me preguntan que explique que necesito exactamente, no saben nada de nada.

Dear customer,

Please be informed that we received the archive with the bank statement, however, we are unable to open it. We kindly ask you to provide us with an unarchived PDF file or screenshots of the file.

We apologize for the inconvenience.

Best regards,

Wazamba team

Thank you for the update, Wazamba team.

Dear Maido,

Can you please simply forward the original PDF file(s) to the casino via email, separately if necessary and if we are talking about more than 1 file, or share them by Google Drive (for example)?

Feel free to inform us once it is done.

Looking forward to hearing from you.

Buenos días,

He reenviado al mismo correo los pdfs.

Hola,

Ayer volví a reenviar el email con los extractos bancarios de la otra tarjeta que utilice, que fueron dos.

Sigo a la espera de respuestas.

Gracias

Maido

Thank you for letting us know, Maido.

Dear Wazamba team,

Can you please check the last documents provided by the user and inform us about any updates?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear customer,

We would like to remind you that we have requested a full transaction history for the indicated period.

The documents provided only show the deposits to our casino.

We appreciate the effort that went into obtaining the information, however, as we indicated in our post from 10th of September, we require the full transaction history for the period of November 2023 until June 2024, including all incoming and outgoing transfers.

Thank you for your understanding!

Best regards,

Wazamba team

A ver si nos entendemos, ahora resulta que tengo que enviar todo mi historial bancario?

No.

Vosotros tenéis lo que necesitáis , si además necesitáis saber los reintegros que he obtenido, vosotros lo podéis conseguir perfectamente por vuestra parte, porque no serán más de tres o cuatro reintegros que haya podido tener.

No me parece Justo lo que estáis requiriendo, ni tampoco entiendo por qué no fuisteis más específicos al solicitar un extracto.

Me he limitado a enviar lo que habéis solicitado. Para demás datos, vosotros mismos lo podéis sacar por vuestra parte.

Espero que Casino Guru, pueda intervenir en esto último, porque así vamos a estar hasta el año que viene no, hasta el siguiente.

Buenos días,

Revisando con ING y El Corte Inglés, los extractos enviados reflejan los pocos reintegros obetenidos.

En el caso de ING las anotaciones están reflejadas como "retrocesión".

En el caso del Corte Inglés tarjeta, no existen reintegros.

Maido

Thank you both for your replies.

Dear Maido,

Do I understand correctly you have already provided the casino with those complete statements they requested from you? If they have to review them, it would be great if you could provide the casino with them so they can fully investigate it thoroughly on their part. Unfortunately, I do not think there is another option for how to proceed.

Exacto.

Por mi parte, todo está reflejado en lo que he entregado.

El total de reintegros fallidos que Wazamba se ha embolsado es de : 450 euros.

Sigo esperando respuesta.

Maido

Thank you for confirmation, Maido.

Dear Wazamba team,

Can you please check the latest documents from the player provided to the casino and inform us about the results of the investigation?

I think he meant the unsuccessful deposits made to the casino, not withdrawals.

Thank you. Looking forward to hearing from you.

Dear all,

To clarify once again, for us to check whether the allegedly unsuccessful deposits were returned to the account, we requested the full, unedited transaction history, showing all the transactions.

The customer provided us only with the screenshots depicting the deposits to us, while all the other transactions were edited/covered.

No new documents have been provided since that point. As Branislav pointed out on November 4th, there is no way for us to conduct a thorough investigation without the indicated documents.

Best regards,

Wazamba team

Buenos días,

Confirmó el envío ahora mismo, al mismo email, correspondiente al extracto de la

tarjeta del corte inglés, sin editar, ok. Lo editado, estába tachado porque son compras realizadas en otros comercios que no tienen nada que ver con Wazamba.

Os he enviado el mismo sin editar.

En cuanto al extracto enviado de mi banco ING, está completo, hay no hay nada editado.

Maido

Thank you both for your replies.

Dear Wazamba Team,

Can you check it now and inform us about an update?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We would like to inform you that the transaction history has been forwarded to be checked by the relevant team. We will do our best to provide you with the updates as soon as we have them.

Best regards,

Wazamba.com

Ok, Quedo a la espera.

Se demora demasiado.

Thank you for your response and update, Wazamba Team.

Please inform us about any news or updates.

Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.