Wazamba Casino - Player's withdrawal has been delayed.

Hello, I requested a withdrawal of 500 euros from Wazamba on 12/8, which was 15 days ago, and my request still hasn't been processed. The withdrawal request appears normally when I go to cancel it. I have made other withdrawals from the site; some were processed in 3 days, others took a week, and I ended up canceling them. Generally, I haven't let so many days pass without cancellation, but now I don't want to cancel it. I send them messages every day, but they keep telling me the same thing: that they are aware of the situation and that my withdrawal is in the final stage of processing.

Dear Berserker,

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.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a 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,

Tomas

If you mean the verification on the site no i haven't passed any verification because i haven't been asked to, when i go to the verification section on the site it says at the moment your account doesn't require verification only the basic information, also i have made 2 withdrawals in the past on this casino and they took 3 days to be processed it never took so long. About the second question no my winnings came through real money, waited for the 2 weeks mark to pass and then seeked for help, looking forward for your reply thanks for helping

still nothing has changed with my withdrawal waiting for your reply, i haven't been asked to provide any documents for verification if that what is kyc verificiation but i've made other withdrawals in the past and as i said when i go to the verification section it says that my account doesn't require it i will provide you a screenshot i also sent them an email and they just told me that they are sorry and they are working on it but that is just not enough after 19 days

Thank you very much, Berserker, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Berserker,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Wazamba Casino representative to join this conversation.

Dear Wazamba Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

hello just to clarify i cancelled the withdraw on saturday 31/8 after 20 days, because you were not answering either and got frustrated by the whole situation, obviously i lost them all, overall one of the worst experiences i have had in an online casino i've made over 3 withdrawals and only 1 was processed as advertised, honestly i thought my withdrawal was never going to be prosecced thats why i cancelled it, i'd dare to say that's some false advertisment in their t&Cs regarding the withdrawal times

Dear Berserker,

I would like to remind you, that it is a standard procedure of our Complaint Resolution Center, that every side has 7 days to reply.

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint. 

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Mirka

Casino.Guru