The player from Switzerland requested a withdrawal over 2 weeks ago, but it’s been pending since. It has been received.
Wazamba Casino - Player's withdrawal has been delayed.
Amount: €2,000
Wazamba Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I requested my second payout 16 days ago. Immediately after the first payment, which took a long time, but came. Soch reported the KYC and I submitted all the required documents again, although I had just received a prize. Then I heard nothing at all. When asked, I was reassured not to worry at all, everything was fine and I would receive the prize. Always the same phrases. Yesterday I was simply thrown out of the chat, or it was simply ended, although I still had a question. Today the KYC is coming back with the same demands for the same documents that have been confirmed to me as correct. I can not believe it!
In addition, I've been waiting for my money won from the tournaments for weeks, once first place and 3x other prizes, and exchanged coins worth over 100 euros were simply canceled, although I prudently didn't activate them on the advice of the chat.
She said when the payout came I could activate all of them. Shortly thereafter they were gone.
So: I don't get the 2000 Euro prize, not the tournament money and the exchanged coin amounts were canceled - the casino does this voluntarily and can cancel them at any time, as they said.
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2 years ago
Dear Melanie,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand 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 some time to fully review all documents.
Which documents have you provided, please? Did the casino indicate what might be wrong with your documents?
Additionally, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Dear Kristina
The finance department asked for all documents for the second time today without giving a reason, with a meaningless answer to my question as to whether something was wrong with the statements in the chat. I now have to submit the same documents, ie address confirmation, credit card photo and identity card, for the 3rd time without justification. At the beginning with the registration for the 1st time, with the 2nd payout request now a 2nd and 3rd time the same request. I am forwarding you the email I received. The address confirmation is new, the credit card is also the same and the ID card is the same. I do not understand that!
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2 years ago
Thank you very much Melanie for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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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2 years ago
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Thank you very much Kristina. I'm very happy because the money is a huge sum for me as a single parent. Thank you from the bottom of my heart!
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2 years ago
Hello Melanie,
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
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Hello
I asked again in the chat and should now for the 4th time (when registering, then with the 2nd payment request (I didn't have to submit anything for the first one), already 2x more in the course and now the 4th time the forms and credit card information send it, this time to support. Nobody says where the problem is, there isn't one either, the forms are correct. I just don't understand it, but I'm going to submit everything again. It's still saying I have to wait without giving a reason .
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2 years ago
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good news After I was in the chat again and sent in my forms for the umpteenth time yesterday, I received the payment confirmation today!!! Can't believe it.
Now it's all about the tournament winnings...do I still get them?
Thank you very much for your help!
Edited
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2 years ago
Dear Customer,
Thank you for reaching out to us.
We are sorry to hear that you have faced issues with going through the verification process and withdrawing funds at our online casino.
However, as we can see, the part of documents that had to be submitted via email directly to our Financial Department was provided by you only on 08.03.2022.
Unfortunately, there was a misunderstanding, and it was mistakenly confirmed to you by our Customer Support representatives that the documents were received and were being checked prior to their actual delivery on 08.03.2022. We completely understand your frustration and would like to assure you that we will do everything in our power to avoid such a situation from happening in the future.
We are glad to inform you that your game account has been successfully verified and your withdrawal has been processed by our side.
Let us also kindly ask you to indicate the name of the tournaments that you are referring to as well as the approximate time frame when those were running.
Thank you for your patience and cooperation.Best regards,
Wazamba.com
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2 years ago
Translation
That's not true! I have all sent e-mails in one folder and there I have already on 2.2. sent my verification papers. Then more times in the process. Most recently on 8.2. for the 4th time regarding this win. The receipt of the forms was confirmed to me every time. On March 8th I submitted everything again. So not only then, but then for the 4th time...
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2 years ago
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dear vilam
I received the prize of 2000 euros. The tournament winnings: I was told several times in the chat that I will receive them after the payout, I will be notified by email. I didn't take a screenshot of all the prizes, I look in the folder to see how many screenshots I can find. I don't remember the names of the tournaments either. But it should be possible to find it, or isn't it registered in the history?
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2 years ago
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Yes it is solved, thanks a lot for the help!
Greetings from Switzerland
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2 years ago
Dear Melanie,
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
