The player from Germany has requested a withdrawal three weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. The player has confirmed receipt of the payment.
Wazamba Casino - Player’s withdrawal has been delayed.
Amount: €1,030
Wazamba Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.7
Wazamba Casino has a Safety Index of 9.7, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Good day,
Unfortunately, I've been waiting for a payout of 1030 euros for over 3 weeks now. I have already asked several times whether my documents have arrived and whether I have been verified, this was also confirmed to me by support. A lady in the chat also raised my priority regarding the payout, but unfortunately nothing happened.
I hope to get my payout soon as I have always been very happy with Wazamba and their support and would love to continue playing on your website. :)
Many greetings
Automatic translation:
Public
Public
2 years ago
Dear Alho1998,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Do I understand correctly that your payment is still pending on the account without being processed?
That's right, the payment is pending but not being processed. I've attached a screenshot.
Is it an internal casino system problem or just your account?
Unfortunately only with my account. I have also completed the verification, this was also confirmed to me by the support.
Automatic translation:
Public
Public
2 years ago
Thank you very much, Alho1998, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
2 years ago
Hello Alho1998,
This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Wazamba Casino to join the conversation and participate in the resolution of this complaint.
Dear Wazamba Casino,
Can you please provide an update on the status of the player's withdrawal?
Best wishes,
Tomas
Public
Public
2 years ago
Hello everyone,
Thank you for reaching out.
We would like to inform you that we are currently waiting for the customer to provide one document that we have requested. After it is received, checked and the account verified, we will be happy to proceed with the withdrawal.
Should you have any other questions, feel free to contact us.
Best regards,
Wazamba.com
Public
Public
2 years ago
Dear Customer,
Thank you for your reply.
We would like to inform you that there is a deposit made from that bank account to your casino account dated May 11th 2022.
Best regards,
Wazamba.com
Public
Public
2 years ago
Translation
Good day,
please excuse me, you are right, i have the account
forgot or didn't know that I made a deposit.
I sent you the bank statement.
Many greetings
Automatic translation:
Public
Public
2 years ago
Dear Wazamba Casino,
Did you receive the required bank statement from the player? Please keep us updated on any developments.
Thank you.
Kind regards,
Tomas
Public
Public
2 years ago
Translation
Good day,
the documents have now been accepted. Unfortunately, the payout was canceled due to an error in my bank details. Now I have entered my data again and am waiting for the new payout.
Many greetings
Automatic translation:
Public
Public
2 years ago
Translation
Now everything happened very quickly and the money was transferred. Thanks very much!
Automatic translation:
Public
Public
2 years ago
Dear Alho1998,
I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Tomas
