Wazamba Casino - Player's winnings confiscated due to alleged unfair betting pattern.

Hello,

I registered in Wazamba Casino, I saw that no verification was needed, then I deposited 800 euros. I played about 2 hours of blackjack(without any bonuses) and won about 700 euros. The other day I went to the site and saw that they were asking for a selfie, photo ID and proof of address. I attached my driver's license and proof of address and waited for approval. The next day they told me that they wanted a photo of my ID card and a new photo for the address because this one had been cut off. I have attached a photo of my ID and proof of address from the bank. The other day, the system showed that I did not attach a photo to the ID card, I made several more attempts, but the system showed that it was accepted successfully, but then it did not attach. I chatted with them and we agreed to email them the documents, I emailed them the documents and the next day I got the following reply.

Dear Stoyan,

Thank you for contacting our Customer Support Team.

We are kindly informing you that the account is closed as per point 9.1 of the Terms and Conditions without the right of reopening as of using unfair betting pattern.

The winnings were deducted.

The last deposit will be refunded in the nearest time. 

Thank you for the understanding.

If you have any additional questions, please, do not hesitate to contact us via email support@wazamba.com or via Live Chat. 

Best Wishes, 

Customer service

I don't think this is fair and honest, I am totally disappointed with the site and their services

Dear stoyanstoyanov990,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long you were a player of the casino?

Could you please advise if you used any strategies or a playstyle while playing blackjack with your deposited funds, to your knowledge?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I've been a client of Wazamba casino for a few days, the first day that I played I won 712 euros in about an hour and obviously they didn't like that 

Thank you very much, stoyanstoyanov990, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi stoyanstoyanov990,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Wazamba Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked and winnings deducted?

Thank you.

Best regards,

Tomas

Dear Tomas,

Thank you for reaching out.

Please be informed that we sent you an email. Looking forward for your reply!

Best regards,

Customer Support

Apart from not paying out my winnings, they haven't even returned my deposit yet, I'm extremely disappointed with loyalty of this casino. I recommend no one to use their services.

Dear all,

Thank you for your patience.

We would like to inform you that after a thorough review of the claim, we have come to a decision to credit the winnings back to the account. The account is to remain closed according to the following article from our Terms and Conditions:

3.9  We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

In order to have his funds paid out, the customer has to provide us with his bank info. The information was requested via email, we are expecting a reply there.

Best regards,

Customer Support

Dear Wazamba Casino, we're glad to hear that!

stoyanstoyanov990,

Can you please update us once you have received the payment?

Thank you.

Kind regards,

Tomas

Dear stoyanstoyanov990,

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.

Many thanks to the casino guru team for a job well done and their professionalism. I received my deposit and my winnings in my bank account.

Thank you a lot again.

Dear stoyanstoyanov990,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Tomas