HomeComplaintsWazamba Casino - Player's refund is delayed.

Wazamba Casino - Player's refund is delayed.

Amount: €485

Wazamba Casino
Safety Index:Very high
Submitted: 30 Sep 2024 | Case closed : 17 Oct 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 weeks ago

The player from Spain had authorized a refund of 485.16€ on September 6th, but the funds had not arrived in his bank account. Despite having asked for the ARN code to trace the transaction, the casino had not provided it, and they continued to insist that the payment had been made. The complaint was rejected because the player did not respond to the team's inquiries, which prevented further investigation.

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1 month ago
Translation

Hello, on September 6th I was authorized a refund of 485.16€ at this casino. They claim that they have paid me, but the money hasn't arrived in my bank account. I have asked for the ARN code of the transaction so that my bank can trace it, but they haven't sent it to me. I don't know what else to do. It is my money and I haven't received it. I chose a card for the refund, but nothing has come through and they keep assuring me that they have paid. I keep insisting, but they don't provide a solution. Can you help me out?

Automatic translation:
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1 month ago

Dear carliss89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Could you please clarify why you are supposed to receive a refund?
  • Do you have access to your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

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1 month ago
Translation

I must receive a refund for the profits I had, I made the withdrawal by credit card and it does not reach my account and I have asked them for the ARN code so that my bank can track that transaction and they do not provide it to me.

Automatic translation:
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1 month ago

Thank you for your reply, carliss89. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Have you made any successful withdrawals before? 
  • Could you please confirm that you have passed the KYC verification?
  • Did you accumulate your winnings with or without an active bonus?
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1 month ago

Dear carliss89,

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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3 weeks ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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