The player from Saxony-Anhalt has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Wazamba Casino - Player’s withdrawal has been delayed.
Amount: €2,000
Wazamba Casino
Safety Index:Very highSafety Index
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9.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
On 12/30/2022 I applied for a payout of 2000€,
after depositing €1000 the same day
and wagered this amount several times.
My payout was canceled by Wazamba on January 4th, 2023 for no reason.
The email instructed me to request the payout again.
A new payout was not possible because I supposedly
had not met the wagering requirements of 1x.
I've attached the error message as a screenshot.
When asked in the support chat I was told
I would not have wagered a deposit of €30.
I made the said deposit of €30 on November 12th, 2022 and lost it completely.
So I had also fully implemented these 30€.
I was assured in the chat that I would have to write to Wazamba Support via email
and had to apply for a "manual payment" there,
because you can not remove the error message.
The payment would be possible immediately without any problems.
I have attached the chat history as a screenshot.
I did and haven't received a single response since.
No payment has been made yet, as the money can still be seen in the account.
Automatic translation:
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1 year ago
Dear Hardie,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
The casino is still not responding to my withdrawal request. (7480915)
Automatic translation:
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1 year ago
Translation
Hello The payout arrived in my account today.
The case can thus be closed.
Thanks very much!
Automatic translation:
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1 year ago
Dear Hardie,
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,
Kristina
Casino.Guru
