Wazamba Casino - Player’s withdrawal has been delayed due to verification issues.

I'm having issues with withdrawing and account verification at Wazamba Casino. Nine months ago, I requested a withdrawal of 120BRL, but it was rejected with a request for account verification. I want to clarify to Casino Guru that I attempted to verify my account before depositing because I believe it's better to avoid any complications when withdrawing later. In the verification section, there was a message saying "YOUR ACCOUNT DOES NOT REQUIRE VERIFICATION, ENJOY YOUR GAMES," so it indicated that verification wasn't necessary, and I went ahead and deposited. When I requested the withdrawal, it was rejected, and I was asked to verify my account. Up to this point, everything was fine. The problem arose when I was asked to provide a bank statement for the entire previous month of November 2023. I explained that obtaining a full month's bank statement from so far back is impossible. I even went to the bank branch, and they do not issue such statements. So, I am asking for assistance to receive the money I won at this casino. It may not be a significant amount, but it's mine. I deposited, won, and now I am counting on Casino Guru's help to resolve this issue, especially since I registered at this casino through a Guru link, as I have for many other casinos.

Dear rodolfo2550,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you requested a withdrawal back in November 2023, and at that time, you were asked to provide a bank statement? Have you provided it back then?

Do I understand correctly that your verification has still not been completed because you are missing your bank statement? Have all your other identity documents been approved?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes, the identity documents and proof of address were approved but the bank statement was denied several times saying that the statement was not accepted, I went to my bank's bank branch to ask for the statement and with great difficulty they gave me a paper with a statement and I went on the wazamba website to send it and then on the website it was no longer possible to send it because it was failing to send so I went to chat support, the attendant gave me the information that was to be sent by email to wazamba email support so I did that, I sent it the statement to their email is after that they never responded to me again, much less checked my account.

Please forward me the email you sent to the casino as well as any other communication that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

Thank you very much, rodolfo2550, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 in the near future.

Hello rodolfo2550,

This is Dominika 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.

Kind regards,

Dominika

Casino.Guru

Dear Customer, 

We would like to inform that your account has been successfully verified. 

We kindly advise you to request a withdrawal of your balance from your gaming account. 

Thank you for understanding and your patience. 

Best Regards, 

Customer Service 

I requested the withdrawal 4 days ago and so far it hasn't gone into my account, but I'm still waiting, thank you.

Thank you for the information.

Dear rodolfo2550, please inform us once you have received the payment.

I received the withdrawal and I would like to thank the casino guru team who resolved the problem, thank you.

Dear rodolfo2550,

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,

Dominika

Casino.Guru