HomeComplaintsWazamba Casino - Player’s winnings have been confiscated.

Wazamba Casino - Player’s winnings have been confiscated.

Amount: €1,955

Wazamba Casino
Safety Index:Very high
Submitted: 22 Aug 2024
Case opened Current status

Waiting for casino to reply

1d 3h 58m 54s

Case summary

6 days ago

The player from Greece faces an issue with the casino withholding his winnings after she successfully completed the wagering requirements. His balance was suddenly set to zero, and her first withdrawal of €500 was canceled without explanation. The player expresses suspicion of shady practices, noting that game history was deleted and remaining free spins were canceled.

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2 months ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 months ago

Hello kosos,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wazamba Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did the full history disappear? Isn't it possible that you did bet over the maximum allowed limit? When was the last time you spoke to the casino and what was it about? Did they explain the missing funds?

Looking forward to your answer.

Regards,

Nick

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2 months ago

Hello, first of all I'm a man, just noting it because in the summary you refer to me as she/her.


I will answer all your questions.


  1. Wazamba casino does not ask for verification, in the KYC section the message that is displaying says "currently the account does not need verification" so that's not the issue.
  2. The full game history did disappear yes, apparently they deleted all of it after I tried to withdraw, so they can get away with it.
  3. I did not make big bets because I was afraid I was going to lose it, betting most of the time 1€/spin or less. I did read their terms and conditions thoroughly before I start, they state that the max bet per spin must be 5€ which I never even got close to that amount per spin. That's why it took me almost one complete day playing to complete the wager too.
  4. I talk with the live chat all the time since they zeroed out my balance, they never give any satisfactory answer and they can't even keep their story straight because they know I did nothing wrong and followed all their rules. Bottom line is that they say that all they had to pay was given, which is funny, because that is ZERO! Actually even way less than zero, it's -1,955.58€, the amount that they owe me.


I'm very frustrated and surprised that you have this casino so high up on your lists too.


Anyway, let me know what other details you want, I'm committed to see this through to the end!

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2 months ago

Hello kosos,

Did you contact the casino e-mail support as well as the live chat can't provide as much information as the e-mail assistance. If you did, can you please forward the communication between you and the casino to nikolas.b@casino.guru?

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2 months ago

Οι τύποι είναι τελείως γελοίοι για να μην πω τίποτα ΄΄άλλο.


Έστειλα email όπως προτείνατε, όχι ότι είχα και πολλές ελπίδες με αυτούς, και σας το παραθέτω παρακάτω εδώ γιατί είναι αρκετά μεγάλο:


WAZAMBA USERNAME: KOSOS


Hello, I’m writing to you because of the major scam you pulled on me.


I registered at Wazamba casino and deposited 20€ using the 100% welcome bonus plus the 200 free spins that are credited every 20 per day for 10 days.


I read your terms very carefully, as I do with every new casino I sign up for.


I managed to win €210.95 euros which was locked until the x40 wager was completed, meaning I would have to spin €8,438!!


After many hours of playing I managed to complete the wager, yes I couldn’t believe it either.

The total unlocked withdrawable balance I had in the end was €1,955.58.


I tried to make a withdrawal and saw that the daily max limit is €500, so I proceeded with the first withdrawal of the first €500.


The next day when I logged in to my account to check it and try to make the second withdrawal, I saw that my balance was zero! Plus, you also cancelled the first withdrawal as well!


Fortunately, I was proactive and took some screenshots from my balance as well as from inside the games I was playing. To my surprise, when I went into the Pragmatic game history I played ONLY 1 DAY AGO (!!!) the game history was EMPTY!!! You apparently erased the gaming history as your scam tactic, so that there would be no proof. Bad luck for you, I have the screenshots.

I’ve seen many strange things in online casinos over the years, but the deletion of in-game history, especially in Pragmatic Play games, really takes the cake! Congratulations of thinking so far ahead, best scam tactic ever!


I tried to chat with you but your live chat agents are USELESS and in no mood to serve apparently, they don’t even know how to cover your story up, each time they say different nonsense, so much that they even contradict themselves, it’s really funny to see that, completely ridiculous.


So every time I chatted with your live agents, the bottom line is that they say they paid out the amount that needed to be paid, that's hilarious, because that amount is absolute ZERO. I wonder how they can even think of saying stuff like that, surely they would have access to player history, withdrawals, etc. and mine would show empty.


Also, after my win and my first deposit attempt, you even cancelled my daily remaining free spins, 120 free spins or so. I couldn’t care less about that, but it shows what kind of scammers you are, you probably shadow-banned my account. Not as clever as the gaming history thing, but good one.


Your casino is unregulated, I learnt that after, and that’s why you pull stuff like that on people.

But guess what, sooner or later all this is going to catch up with you, people are not as stupid as you think, currently your TrustPilot score is 1.8/5, and I helped with that too.


I have all the proof with screenshots and I will submit them wherever I can.


I will make sure to spread the word about you in my gambling community and on numerous online gambling

groups I belong. And there are many serious players there, I’m nothing compared to them.

I’ve wasted so much time and effort with you and this is my final attempt.


So final line, I’m willing to give you the benefit of the doubt this one time and change my views for you and also change the first steps I already took (reviews, etc.) if you decide to be professionals and payout my winnings as you and every other legit casino is obligated to, to their players. If not, I will submit everything to everyone and wherever I can.


Please take this opportunity to fix your horrible stance and status. If you plan on replying with nonsense, robotic answers, and above all and most important with no intention of paying, PLEASE DO NOT REPLY AT ALL.




Η γελοία απάντηση που πήρα πριν λίγο ήταν η εξής, σας παραθέτω το screenshot του email που έλαβα και θα σας προωθήσω και το email όπως ζητήσατε:

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Συνεχίζουν τις ασυναρτησίες τους, λένε πως ότι ήταν να πάρω το πήρα, πως γίνεται αυτό εφόσον πήρα ΜΗΔΕΝ; Αφού μηδενίσαν τον λογαριασμό!


Όπως βλέπετε, ούτε καν αναφορά δεν γίνεται σε όλα τα υπόλοιπα θέματα που τους θίγω, προφανώς γιατί γνωρίζουν πως έχω δίκιο και πως είναι 100% απατεώνες, τουλάχιστον έχουν αυτογνωσία.


Τι σκοπεύετε να κάνετε για όλο αυτό ως CasinoGuru;

Αναμένω την απάντηση σας όσο πιο σύντομα γίνεται.

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2 months ago

Hello kosos and thank you for all the information provided. As it is still quite unclear what exactly happen with your winnings, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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2 months ago

Hello there,

Thank you kosos for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wazamba Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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2 months ago

Dear Kosos,


Thank you for contacting us.


We would like to kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:


7.15 "If you register and receive no-deposit free spins upon registration, you agree to have your winnings from this promotion capped at 80 EUR, in addition to the wagering requirement of x40 (forty) on the derived winnings."


Having said that, it was a deduction due to capped winning from the site, the 80 eur were played by you and the rest of the funds were deducted accordingly to the rule.


Kind Regards,

Wazamba Team

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2 months ago
Translation

Do you see what a clown I'm dealing with?


Since you guys are ridiculous, I made a deposit with what I wrote, what nonsense are you talking about?


I also completed the wager, I've said it thousands of times and with PROOF here.


Casinoguru, you see what nonsense they answer and without ANY proof and no reference to what I have posted here, so many screenshots.


For the fact that they credited 80 euros and were already played, we are talking about madness.

I challenge Wazamba to post EVIDENCE for what he says.


We're talking about cheaters of the year.

Casinoguru, what do you plan to do about it?

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2 months ago

Dear Wazamba Casino representative, would it be possible to provide me with the player's betting history to support your claim? You can forward any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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1 month ago
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They are not even going to answer, we are talking about first rate scammers.

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1 month ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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1 month ago

@Peter


I assume you did not receive any email from them because apparently they do not have the proof.


I'd REALLY like to know your thoughts and CasinoGuru's thoughts on this casino, since you have it so high rated.


Please provide your input.

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1 month ago

So...???

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1 month ago

Dear kosos, it seems there have been some changes in the casino management and the casino did not receive our messages about this complaint. I have used other channels to contact the casino and will give them additional week to respond due to this. I will keep you informed about any further developments. Thank you in advance for your patience!

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1 month ago
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These are just cheap excuses on their part, can't you see that? It is clear.

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1 month ago

Dear Kosos,


We would like to inform you that we are looking into your request.


We would kindly request that you remain patient as we endeavour to provide you your betting history as soon as possible.


Thank you in advance.


Kind Regards,

Wazamba Team

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1 month ago

Yes, I'm very curious about what you can provide, since you deleted the gaming history the VERY NEXT day to erase all proof.


I'm 100% sure you will fabricate some fake gaming history.

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1 month ago

Dear Kosos,


We are pleased to inform you that your betting history has been sent to your email address.


We are also really sorry for the amount deducted from your gaming account, it has been credited back to your balance.


Thank you for your cooperation.


Kind Regards,

Wazamba Team

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1 month ago

Thank you very much for the update Wazamba Casino representative.

Dear kosos, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!

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1 month ago
Translation

To Casinoguru/Peter:

No, you will not close the issue yet until the payment is successfully completed and I receive my money. Be sure that on the same day that the withdrawal of the ENTIRE amount will be completed, I will inform you to close the matter, I am almost always online.


To Wazamba:

Yesterday I entered the casino to see if anything had changed and indeed I saw €1,450.75 as a balance in my account.

I would like to inform you that although it is a pleasant development, the real beneficiary, as I said from the beginning, is €1,955.


So in essence you credited €500 less (€505 to be exact). Please check it again and add the rest.


Yesterday I already made my first withdrawal for €500 since you set it as a daily limit, which is still under review and as far as I understand it will not change status soon.


Since I have read a lot all this time about this particular casino, I know that your withdrawals are delayed on purpose, so I would ask that since you have decided to show a proper face as a casino even after all this, please expedite all withdrawals for my account, I'm sure it's possible, how would it be possible to remove the daily limit to make a total withdrawal.


The excel you emailed me has it all messed up and not all the history.

It also appears to be hand made.


Nevertheless, I am pleased that you have moved in the right direction and it is to your credit.

I will change my opinion of you as well as the reviews I have done, maybe even play again if everything is as it should be, as long as you do the 2 things you should to your customer.

That is, credit the remaining €500 that is missing and make direct withdrawals so that I receive my money immediately.


Thank you and I look forward to hearing from you soon.


EDIT: I'm also uploading the screenshot of the withdrawal in question showing the transaction ID, if it helps you speed up the withdrawal:

https://i.postimg.cc/fR0LrHSb/wazamba.jpg

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1 month ago

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

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1 month ago
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I will let you know the same day.

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1 month ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 month ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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4 weeks ago
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Well, the third withdrawal of €450 has just been completed.


I want to say kudos to the casino that finally after all this they decided to pay the benefit amount, even after almost 2 months (!!!), if you see my original post this story dates back to August.


So, in order to successfully close the matter and change my reviews as well, as I have already written above, I ask the casino to credit my account with the remaining €500 (€505 to be exact) that they never deposited.


The total amount he credited, as you know, was €1450.95 which I have now withdrawn, instead of €1955.58.


If we were talking about €10-€20 I wouldn't even bother and close the matter, here we are talking about €500+.


I am asking casinoguru and the casino to respond and I hope the casino will immediately proceed with the credit and the final successful withdrawal to close the issue that has taken 2 months.


Thank you.

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3 weeks ago
Translation

Since I see the casino is taking too long to respond here, I thought I'd contact their support via email, which remains completely useless.


I explained to them the same things I write here, that in fact they credited €500 less, and they answered me like a robot, that whatever was to be credited has already been done.

In other words, they give the same automated answer that they gave when the whole issue started that they had zeroed out my account and said that whatever was to be credited has already been given.


I am asking the casino to respond immediately here on the casinoguru site and put an end to the issue, because it seems like I am talking to a wall. Today I think we complete exactly 2 months with all this!

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3 weeks ago
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What will happen? I don't even see them replying.

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3 weeks ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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2 weeks ago

Dear Kosos,

 

We would like to kindly inform you that after the verification of your report by the competent department we confirm that the winnings were correctly credited.

 

If you have any additional questions, please do not hesitate to contact us.

 

Kind Regards,

Wazamba Team

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2 weeks ago
Translation

So you keep saying the same thing.


I would like you to explain to me exactly how you confirm that all my winnings have been credited?


I will write it over and over again until you admit it.


TOTAL BALANCE (€1,955.58) screenshot:


https://i.ibb.co/Nx9JJnC/005.jpg


FIRST WITHDRAWAL AFTER YOU PARTIALLY RETURNED MY PROFITS (€1450.95):


https://postimg.cc/BjdkTgxQ



However, it makes an impression on me that while you tried and moved in the right direction and showed even a little bit of professionalism, you now started lying and insisting on them too, for the last €505 that you have 100% ILLEGALLY disappeared from me.

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2 weeks ago

Dear Wazamba Casino representative, can you clarify why the credit has not been fully returned to the player? Have the winnings been capped due to some rules? Thank you in advance for your explanation!

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2 weeks ago
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I will answer you.


There is no rule, they just decided to give 500€ less in case the matter ends there.


They do whatever they want, as evidenced by so many other complaints from other players.


I am personally determined to persevere as long as it takes both here and in other communication channels where I chat with other casino players, until I am paid back ALL of the money they illegally withheld.

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1 week ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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1 week ago
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To Peter (CasinoGuru):


After all this and after 2+ months of this happening, how do you see the casino's attitude? What is your opinion?

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6 days ago

Dear all,


Thank you for your patience!


Please be informed that the restored amount was, in fact, correct. Please find below the timeline of events on the account:

21.08.2024 16:31 - The customer's balance reaches the amount of 1955.58 EUR.

21.08.2024 20:18 - The customer places a withdrawal in the amount of 500 EUR. Real balance at the moment becomes 1455.58 EUR. With the withdrawal pending (not on the real balance) the customer proceeds to play with the funds further.

21.08.2024-22.08.2024 - as a result of the betting activity the customer's balance goes down to 950.95 EUR.

22.08.2024 11:22 - the withdrawal requested on 21.08.2024 gets canceled and returned to the balance. The real balance becomes 1450.95 EUR. 

22.08.2024 11:23 - The amount of 1450.95 EUR gets deducted due to the internal check.

05.10.2024 11:13 - The wrongfully deducted amount of 1450.95 EUR gets added back, as a result of the check.


To reiterate, the claimed difference in the balance is a result of the customer continuing the betting activity. The casino returned the exact amount that was deducted.


Let us know if you have any additional questions.


Best regards,

Wazamba team

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6 days ago
Translation

I wonder how audacious you are and what scenarios you make up to avoid paying the last balance you stole.


As I made the first withdrawal before you even reset my account I walked out of the casino and waited until I received it to move on to the next one, are you saying I was that stupid to play €505 without even receiving the first withdrawal? Also, my initial deposit was €10, from that alone it seems I would NEVER play that amount.


Even the files you sent with the play history that you DELETED THROUGH THE GAMES, that took you almost 2 months to build make no sense.


Of course, I'm not impressed by your attitude, since you simply zeroed out the account in the beginning. I am impressed that you returned even the €1455.


That's okay, as long as you keep the same attitude and stick to your scripts, I'll continue to discredit you wherever I can.


You have so many open complaints from so many other players, where slowly in the end you will be the losers.

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6 days ago

Dear Wazamba Casino, could you provide me with the transaction and betting history of the player to verify the timeline of the events? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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6 days ago
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What exactly are you asking the casino to send you?


At their rate, it will take them another 2 months to fabricate fake histories.


The case has become really funny.


To Peter/casinoguru:

A month ago you had again asked them to email you my history, I wonder what they had written in that email and I am very curious to see it too, can you share it with me?

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Wazamba Casino has 1d 3h 58m 54s to reply

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