The player from Germany is not able to self-exclude due to having a pending withdrawal. Unfortunately, the player lost his winnings before we could help, therefore, we were forced to reject this complaint.
Wazamba Casino - Player's not able to request a self-exclusion.
Amount: €1,300
Wazamba Casino
Safety Index:Very highSafety Index
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9.7
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, the casino does not offer me the option to exclude or limit myself during an active withdrawal. Since I read more and more that this casino is delaying payouts, I asked for my account to be frozen so as not to gamble away my credit. If I now wait weeks for a payout, the temptation to cancel the money is very great. Can you help me m?
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2 years ago
Dear aachef04,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, many casinos are technically not able to limit the players' accounts in such a way that the withdrawal remains pending. This means that all balance needs to be paid out before self-exclusion can be applied. Do I understand correctly that you have not yet requested self-exclusion?
Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before? Have you passed the KYC verification?
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello, the withdrawal was only requested tonight. Haven't done KYC yet because I can't verify myself without being asked by Wazamba. I asked. A payment has never taken place, so I wanted to speed this up with the kyc check. It's a shame that you can't get to safety like other casinos to protect your money
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2 years ago
Translation
I'm a new player on the site, this is my first win on the site. But I'm worried that this is now being dragged out for weeks to prevent the payment. 1300 euros is not little money.
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2 years ago
Thank you very much for your reply, aachef04. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Please share with me your self-exclusion request as well. Alternatively, you can post everything here. Thank you in advance.
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2 years ago
Translation
Please decline if I have gambled away my entire balance.
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2 years ago
Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
