The player from Germany requested a withdrawal 14 days prior to submitting this complaint. It has not been processed. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
Wazamba Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Wazamba Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I would like to have 1000 euros paid out, but after repeated contact the payment has still not been made. At first it was said that the payment would take 5 working days. You still need a few documents that I sent you by e-mail. Then there was talk of problems and that they forwarded my request to the finance department to speed up the process. When I contacted them again, I was told I had to be patient. According to their general terms and conditions, they pay out within 3 working days, which is not the case in my case, I've been waiting for it since November 1st, 2022. I request immediate payment of my money. Many Thanks
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1 year ago
Dear fried666sb78,
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. Have you made any successful withdrawals before? Could you please clarify if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Kristina
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1 year ago
Translation
Hello,
Yes, I have already received a payout from Wazamba of 500 euros.
I did the KYC verification and passed.
I can no longer say exactly whether a bonus was active, I had a profit of approx. 2700 euros, of which I gambled 1700 euros again and I wanted to withdraw 1000 euros.
Best regards
Sandro
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1 year ago
Thank you for your reply, fried666sb78. When exactly did you receive your last successful withdrawal? Approximately how many days did it take to be processed?
Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hello,
the last payment was in 2021 when exactly I don't remember it took about 8 days. The current status of my payment is being processed.
Best regards Sandro
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1 year ago
Thank you very much fried666sb78 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 soon.
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1 year ago
Dear fried666sb78
I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Wazamba Casino to join the conversation.
Dear Wazamba Casino
Can you please provide some information regarding the long delay of the player's withdrawal?
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1 year ago
Dear Customer,
Thank you for contacting us.
We would like to inform you that before we can proceed with the withdrawal request, your account needs to complete verification. An email with a reminder of what documents we are expecting has been sent to your email address. We will make sure to check the documents with priority when you send them.
Best regards,
Wazamba.com
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1 year ago
Thank you for the response Wazamba Casino
Dear fried666sb78
As Wazamba Casino stated I would kindly ask you to provide all the required documents for the verification process, once this is done successfully your withdrawal should be processed in a timely manner.
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1 year ago
Translation
Hello, I have sent the requested documents, this is a joint account of my partner and me.
I hope that the documents are sufficient and that nothing stands in the way of my payment.
Best regards
S. Buttner
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1 year ago
Dear fried666sb78
Have you sent all the required documents to the casino?
Do I understand correctly that you've used your partner's debit card for deposits? Is the casino account registered with your personal details or your partner's personal details?
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1 year ago
Dear Customer,
Thank you for submitting the documents.
We are glad to inform you that your account has been verified and your withdrawal request for 1000 EUR has been processed from our side. Please expect it to arrive at your account in the nearest time.
Best regards,
Wazamba.com
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1 year ago
Dear fried666sb78
Please let us know when you successfully receive the funds.
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1 year ago
Dear fried666sb78,
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.
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1 year ago
Translation
Hello,
I received the money!!
Thank you for your efforts
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1 year ago
Dear fried666sb78,
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,
Michal
Casino.Guru
