The player from Germany hasn’t received a withdrawal. It has been received.
Wazamba Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Wazamba Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I have been waiting for the payout for 2 weeks!
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2 years ago
Dear evihde66,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you tried discussing this problem with the casino directly? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
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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2 years ago
Translation
It took 10 (!) Days until I was even able to verify my account. Then another 2 days I should please send better photos and a PDF file and not a screenshot. First of all, know how to do it with a cell phone ... well, I managed it. Since then, nothing has come up, the support only answers in English and puts me off. Now it's the weekend, nothing happens then anyway. This is a delay, because I still have the option to cancel my payout and gamble away the money, right? I won't do that.
I've played at a few casinos but haven't seen anything like it. I wonder why this casino has a good reputation here. Because I have now found many bad experiences about this casino on the Internet. If I actually ever get this money, it will be more than 2 weeks processing time. It's not OK!
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2 years ago
Thank you for your reply, evihde66. Do I understand correctly that this was your first withdrawal attempt? Which payment method to withdraw your winnings have you opted for?
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2 years ago
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Yes, it was my first time playing at this casino. On 11/11/21 I registered and deposited 50 euros with a credit card. I got a 100% bonus through the chat and started playing. After a few hours I had implemented the bonus according to the regulations and stood at around 1200 euros. I then asked for a payout of 1000 euros. The credit card was not an option so I provided my bank details. Then it took 10 days (!) Until I received an email for verification. It was all very cumbersome, the photos weren't sharp enough. The documents should be sent as PDF, mobile phone bill was not accepted, etc. I then re-sent everything, that was probably accepted, because then I was informed that it was being processed. Today is 11/30/21. I haven't received a confirmation yet and the money is still on "pending". When asked, I am put off and put off. This is unacceptable!
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2 years ago
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Now came another email. Bank statements from a direct bank will not be accepted. I'm sorry at the DKB ....
I have now sent my electricity bill. Now it will probably take days again and they want something different again. This is ABSOLUTELY dubious and I cook with rage! What should I do now?
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2 years ago
I completely understand your frustration, however, KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner and it can take a few days to complete. Each casino is unique and requires different documents from the player. It can take a few days to collect, fully review all documents and mark the account as verified.
Since you provided a new document just a few hours ago, I would recommend waiting for a few days, so we can be sure the casino has had enough time. I will keep this complaint opened and if there is no development within the next 7 days, we will intervene. Please, keep us updated in the meantime. Thank you very much in advance.
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2 years ago
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I understand that a verification has to take place. But nothing is accepted. Cell phone bill? Declined! Bank statements? Declined! And then each time it takes 2 to 3 days just to be informed that the documents are not accepted? All in all, the verification now takes 10 days! This is unacceptable! I doubt whether there will be a payout at all. I'll wait another 2 days then I'll summarize the whole process again. And above all, one must be warned about this casino. That didn't deserve a good reputation !!!
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2 years ago
Would you be so kind as to forward me all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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2 years ago
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I have forwarded all mail to you. I also have a different reference number each time. Also very strange!
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2 years ago
Thank you very much evihde66 for your cooperation so far. I will now transfer your complaint to my colleague Viliam 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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2 years ago
Hello evihde66,
I looked at your complaint and will do my best to help you. I would like to invite Wazamba Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
Dear Player,
Thank you for reaching out!
Be informed that your documentation was received recently and currently is being reviewed by the financial department. You should have received a notification about it.
In the nearest future, you will get additional information about the verification results. The withdrawal request will be processed once the account is verified.
Thank you for your understanding and cooperation in this matter!
If you have any concerns or would like to discuss any of these matters, please contact us in the Live Chat or via email support@wazamba.com!
Best wishes,
Wazamba.com
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2 years ago
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Intermediate status: The verification now takes 2 weeks!
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2 years ago
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My account has just been successfully verified. As I said, processing time: 2 weeks!
Now I'm curious if and when my money will come ...
I will contact you.
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2 years ago
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The email has just arrived, the payment has been processed successfully and the money is on its way. In my account, however, the status "processing" is still in process ... I would even have the option of canceling the payment. So the money is NOT on its way yet ... It remains exciting and the waiting never ends 😒
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2 years ago
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I received my money! Thanks to Casino Guru! I am sure otherwise it would have taken even longer.
Conclusion: Casino Guru TOP
Wazamba Casino FLOP
I will never play there again !!!
Edited
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2 years ago
Dear evihde66,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
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