The player from Germany had wanted to exclude himself from playing on the Wazamba site due to gambling issues. Despite multiple requests to delete his account, it had remained active, and as a result, he had lost over 5000 Euros. We had asked the player to provide evidence of his communication with the casino regarding his gambling problem. However, the player had failed to provide the necessary evidence, making it impossible for us to confront the casino. We had advised the player to send another self-exclusion request to the casino, but there was no response from the player, leading to the rejection of the complaint.
Wazamba Casino - Player's self-exclusion requests have been ignored.
Amount: €5,000
Wazamba Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Hello,
I've been having some issues with controlling my gaming behavior.
I've been playing on the Wazamba site for a while now.
In August, I requested via email for my account to be deleted. However, my account is still active and I continued to play. In September, I sent another email requesting for my account to be deleted but I was still able to play. In October, I requested yet again to no avail. Due to these ignored emails, I lost control of my gaming habits and therefore demand the money that I have lost throughout this duration returned!!!
Loss is over 5000 Euros
The homepage clearly indicates, under the Responsible Gaming section, that they would delete the account within 24 hours. However, that wasn't the case for me!
Automatic translation:
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11 months ago
Dear Germany1997.42,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.
First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances
(after the cooling off period and this cannot be done for players with gambling problems).
- Have you indicated the reason why you wished to close your casino account?
- Have you received any responses from the casino regarding your requests?
- Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru
Thank you very much in advance.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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11 months ago
Translation
Hello,
In my first email I explicitly stated that I was addicted to gambling.
In the following email I asked to delete my account. Or to deactivate.
I never received an answer.
Ultimately, I already told you about it and asked in the chat once. And if you look at the account, you can assume that you have a gambling addiction. My emails were deliberately ignored so that I would deposit more and more money!
Automatic translation:
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11 months ago
Thanks for your messages.
Please send me the email in which you informed the casino about your gambling problem. Send it to my email at tomas@casino.guru
Without the evidence, that you informed the casino about the gambling problem, or acknowledgment from the casino they knew about your gambling problem, and since when, we stand no chance in confronting the casino.
I apologize for the inconvenience.
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11 months ago
I can see you sent the email to the casino, however after checking the website the correct email seems to be different:
Have you contacted support@wazamba.com as well?
Have you received any response?
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11 months ago
Translation
And as already mentioned, I am deliberately ignored so that I deposit more and more money. I would like a claim for my losses from last year. I deliberately sent an email again and took a screenshot of it so that you could see that I was deliberately being ignored. I wrote the email a week ago, the site doesn't adhere to what it says on the homepage. I've been ignored for a week, probably even longer 
Automatic translation:
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11 months ago
Translation
I asked to close my account some time ago and mentioned that I was addicted to gambling. That was in August after I lost a lot of money. I no longer have this email or chat request. Below I wrote please close my account. All of this was deliberately ignored. To this day I have never received a response to my emails.
Automatic translation:
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11 months ago
Thanks for the clarification.
I checked the website again and from Germany, the support email is support@wazamba-casino.com the same as you indicated.
I tested the email address and I received an automated response that my request was received and a request number ID number.
Please understand that without proof, that you initially informed the casino about your gambling problem or acknowledgment from the casino that they received your self-exclusion request we won't be able to ask the casino to return your subsequent deposits.
In order to self-exclude your account try the following: Please send another email following the template below to the casino and include me in the copy of the email tomas@casino.guru and keep me informed about any further developments.
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).
The reason for my decision is xxx (gambling addiction).
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
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10 months ago
Dear Germany1997.42,
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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10 months ago
I can see you sent the email again today.
Hopefully, your request will be processed soon.
