Wazamba Casino - Player's winnings have not been credited to her account.

Hello,

Yesterday, on the 27th of November, I was playing the game "Dracula Riches" (provider: Belatra) at Wazamba Casino.

I was awarded some free games when my total balance was 31.6 euros. After completing the free games, I ended up with a win of 12.50 euros. However, after leaving the game once the free games were over, this amount of 12.50 euros was not credited to my total balance of 31.6 euros.

I contacted the customer service chat and endured almost three grueling hours, during which they did not give me any credit.

I provided them with my game history that showed on my profile, where the additional 12.50 euros I had won were not reflected. Customer service insisted that because these free games were not reflected anywhere, they had no record of it transpiring.

They didn't even open a case for what had happened.

Included is a screenshot of my game history, where I've highlighted in red the last game I played which is where I was awarded the free games.

I am also including the conversation I had with customer service.

I am having difficulty uploading the files, it won't let me.

Dear Chemina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hello.

This complaint can be closed, the casino has deposited the amount that I claim here.

thank you

Dear Chemina,

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 this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru