Wazamba Casino - Player's winnings have been confiscated.

I deposited €10 and received a crab bonus, with which I won €30. I used this winnings to play further and eventually my balance reached €1300. When I decided to withdraw at €950, my request was declined after two days. Customer service informed me that I couldn't have possibly won that kind of money with a €5 bonus and implied there was an error with the slot machine. They then deleted my winnings and withdrawal, as though they never existed. I'm at a loss on what to do next, especially since the bonus money was actually €30 and not €5, as claimed by them.

Dear y7wmqpqmjm,

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.

• Can you provide details on the specific bonus you activated and used? Kindly share a screenshot of the promotional offer or its link.
• Were your winnings entirely voided, or were they only capped after you initiated a withdrawal?
• Have you previously gained profits from any other bonuses within this casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Good morning, so the bonus in question was the crab bonus. Winnings are completely void. It's not the first time I've earned something from a bonus but it's the first time I've tried to withdraw

Player's additional comments:

Good morning, so the bonus in question was the crab bonus. Winnings are completely void. It's not the first time I've earned something from a bonus but it's the first time I've tried to withdraw

Thank you, y7wmqpqmjm, for your reply. I have checked the promotional offers of the casino and this is what I found (here):

• Are both "CRAB" bonuses currently displayed on the website as Welcome offers? Were they also presented as such when you activated them?
• If you have previously claimed bonuses from this website, were they in the form of deposit bonuses or free bonuses?
• Have you made any real-money deposits in this casino before?

Looking forward to hearing from you.

No it wasn't a welcome offer but a bonus you get when you top up, every time I top up it gives it to me.

it was a 30 euro deposit bonus.

and I have already made deposits with real money

Thank you very much, y7wmqpqmjm, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello y7wmqpqmjm,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Wazamba Casino to join the conversation and participate in the resolution of this complaint.

Dear Wazamba Casino,

Can you please comment on the player's issue?

Thank you.

Kind regards,

Tomas

Casino.Guru

Dear Tomas,

Thank you for reaching out.

Please be informed that we sent you an email to tomas.k@casino.guru. Looking forward to your reply.

Best regards,

Wazamba.com

Dear y7wmqpqmjm,

As per reviewing the evidence provided by the casino, it appears your winnings have been capped at €150 (upon Bonus Crab T&C, section 21. Annex 4: https://wazamba.com/en/rules). But what confuses me is that you claimed that your whole winnings have been voided.

Can you please explain this? Thank you.

Yes, the winnings were €950 and then after withdrawing they were canceled saying that with the bonus you cannot win that amount and the slot was wrong

Dear y7wmqpqmjm,

Could you please send us a screenshot of your transaction history? I need to verify that no withdrawals were processed between 23.11.2023 and today, as you claim that all your winnings were voided.

You can share the screenshots directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you.

Dear y7wmqpqmjm,

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.

The winnings from that time were canceled

Once

Hello y7wmqpqmjm,

I have received information that the casino has credited your account with 150 EUR (the maximum amount according to the terms and conditions). However, it seems that you have already used up the credited amount.

Can you please confirm if that is correct?

Yes, yesterday I saw that in the end they make money from it!

Thank you, y7wmqpqmjm, for your reply. Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.