The player from Peru had experienced repeated delays in her withdrawal request, despite having verified all necessary documents. The casino had attributed the delays to issues with the payment provider, but hadn't provided a solution. The player had been using a verified personal bank account for the transaction. After a series of communications, the casino had suggested alternative banking systems for the withdrawal. Eventually, the player confirmed that she had received her money via her Skrill account, thus resolving the issue.
Wazamba Casino - Player's withdrawal has been repeatedly cancelled.
Amount: 2,000 S/.
Wazamba Casino
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9.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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1 year ago
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On November 16, 2024, I made my first withdrawal request, for which I had to wait three days before they asked me for my documentation. This included my ID, a real-time photo, address, movements of my bank account to confirm that the deposits to the casino were from my account, and my account number linked to my name. Everything was verified and okay. However, after everything was approved, they cancelled my withdrawal request. I made my request again a few days ago, and today they cancelled it again. I spoke with their online service and they told me that there was a mistake with the payment provider. The method I use for my withdrawal is via a bank transfer to my personal account, an account that has already been verified. I don't know what is causing the delay or which other method I could use. I used this method to make the deposit to the casino and they told me I have to wait another three days without providing a solution. The year is almost over and they are just prolonging the withdrawal process. The online service team told me to input the data correctly. The data they ask for to make a bank transfer is my ID number and my bank account number (whether it's a current account or a savings account), which in my case it's a savings account. I don't know what the problem is, as I've entered all the information - my ID and bank account number - correctly. Therefore, I don't understand what's causing the delay.
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1 year ago
Dear fmoncada381,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Did the casino suggest making a new withdrawal request using bank transfer as the payment method?
- Which information is necessary when requesting a withdrawal from your point of view?
- If you saved any chat correspondence with the casino regarding the issue, please forward it to my email at tomas@casino.guru
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
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1 year ago
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I sent my response to the indicated email, and now I am trying to access my site in wazamba and I cannot enter.
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1 year ago
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My withdrawal request in Wazamba was canceled for the third time, I have been waiting for more than a month and they have not given me a solution, they tell me to make a manual withdrawal and that the Finance department will contact me to help me with that process but So far they don't do it. I have been waiting for more than a month now and why in other casinos are withdrawals approved in less than 10 minutes and a maximum of 24 hours, but here the process is increasingly longer, they ask us for documents that so far I have provided everything and everything is in accordance everything is verified I try to make my withdrawal by bank transfer and they simply cancel it I try to make another withdrawal method and it does not allow me because it has to be the same method that was used to make the deposits to the casino so the method that I use they cancel it It is a bank transfer now they tell me to make a manual withdrawal but they simply do not help me with that and please I need help as soon as possible because the experience as a customer that I am having with this casino is not very pleasant
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12 months ago
I apologize for the delayed response.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
If there is no obvious problem, with the payment but the transaction is being canceled repeatedly, I would recommend you try to withdraw using a different payment method. Kindly contact casino support for any recommended payment method for your country.
Please let me know about the result.
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12 months ago
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They recommended that I use MANUAL WITHDRAWAL...a few days ago I sent my request and I am waiting for a response (whether it is approved or not).
My annoyance is that just as there are facilities for casino deposits, so should there be facilities for withdrawals. I will be informing you as soon as I have a response from the casino about my withdrawal, 2023 is ending and the money has not yet been deposited to me
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11 months ago
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The casino has not processed my withdrawal because they are still reviewing my manual withdrawal request, more than a week ago I sent my request and two days ago they responded to me saying that my request had been sent correctly and that the finance department was reviewing it.. I don't know how much longer I have to wait.
My other complaint is for those who provide the online service because they give wrong information, 3 times they told me that my manual request had been canceled and that I should try another method and then I received an email that my request was still under review, so there is no no type of seriousness in my case...I have been waiting for too long and the disbursement never happens.
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11 months ago
Thank you very much, fmoncada381, for the update, we'll be here to assist you further. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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11 months ago
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I need help, my complaint so far has no solution 😔 it only lengthens the process
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11 months ago
Hello fmoncada381,
My name is Stefan, and I will be taking care of the complaint from now on.
Did the casino manage to process your manual withdrawal?
I am looking forward to your response.
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11 months ago
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I'm still waiting for a response from the casino, it's been more than a week and a half since I sent my request and every time I ask the online service people they tell me that the finance department will send me an email to find out if it is approved or I didn't request it, but to this day they don't do it. I send them emails and they don't respond to me either and I don't know what the delay is because they sent me all my information correctly and my account documents are verified and everything is in order, so I don't know what the delay is in approving my application and making the deposit. .
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11 months ago
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The online service people tell me that I am supposedly missing information or have incorrect information, but the finance department doesn't tell me anything and I don't know what the missing information is... Truly a terrible service to the players... I have been waiting for the deposit to be made for more than two months and they only prolong the process, if it is not one thing it is another, I don't know how long I will be practically begging for the deposit to be made.
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11 months ago
Hello fmoncada381,
I am not sure if I understand the situation correctly. Are you trying to deposit the funds to the casino or withdraw your funds from the casino account?
Thank you very much in advance for providing the information.
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11 months ago
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At the time of the deposit there was no problem, I have been trying to make my withdrawal since November 16, then they started asking me for my documents to validate my identity... All my documents are in order and when I made my request for withdrawal by transfer The bank canceled it 3 times and the online service told me to make my manual withdrawal request that there would be no problems, I did it and to this day I still have no response, I send them emails and they still don't respond to me. .. The online service people tell me to wait and hope that they will contact me and they don't
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11 months ago
Hello fmoncada381,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Wazamba Casino representative to join this conversation and participate in resolving this complaint.
Dear Wazamba Casino,
Could you state why the player's withdrawal has not yet been paid out and when she can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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11 months ago
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Yesterday I wrote to the online service people and they told me that I have incorrectly entered information and that my application is on pause, but they do not inform me what the information is that is wrong, they tell me to wait for the finance department to send me an email with a response since this type of procedure is like that and TAKES A LONG TIME. How can you say that when before sending all my data in my manual withdrawal request I have reviewed and verified that everything is correct so that when they review they do not find any errors and the withdrawal occurs as soon as possible, but nevertheless it was quite the opposite. All my documents are in order and I sent my application correctly and I don't know what the delay is, they tell me that they will give priority to my case but so far there is no interest on their part in expediting my withdrawal
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11 months ago
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Update on my case, a moment ago I wrote to the online service and they told me that my bank account number is rejected by the payment provider and that I had to create a mobile wallet, I don't use those types of applications but well I accessed and I created an account in the ASTROPAY mobile wallet, they told me that to the casino's email I had to send screenshots of my data in said Wallet and the payment method that in my case means that they would have to make the deposit to me through of a link or a QR code, I sent them the link because the QR code changes, so now I just have to wait and then ask the online service people because the finance department never contacted me giving me that information that my bank account was being rejected.
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11 months ago
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Update on my case, like every day I consulted with the online service for my Manual request this time with the mobile wallet and they told me that it was rejected again, and that the reason was because I have to have a bank account, now I I don't know if they are making fun of me or what is wrong with them, because all my requests have still been canceled precisely because of my bank account and now they want a bank account to make the withdrawal.... Please I need help because I no longer know What else to do, and the worst of all is that those in the finance department are not kind enough to send me an email and inform me of what the "ERROR" is in my requests. I'm the one who always has to be asking. HELP ME PLEASE or where do I have to contact so that my case is resolved as soon as possible because it has been too long that I have been waiting to receive my money
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11 months ago
Dear all,
Please be informed, that we, unfortunately, no longer have the opportunity to conduct manual withdrawals via Astropay.
For these reasons we have requested the customer to provide us with a screenshot of their account in one of the following banking systems:
- Skrill
- Neteller
- Crypto Wallet
We are deeply sorry for the inconvenience, and assure all parties involved, that we will process the withdrawal with utmost priority, once we have all the necessary information.
Sincerely,
Wazamba Administration
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11 months ago
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I have already sent my new request with the screenshots of my account in the SKRILL banking system, please I need a response as soon as possible, I have been waiting for too long for my withdrawal to be approved and I hope that with this last Request I already have a solution
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11 months ago
Dear Wazamba Casino,
Could you confirm if all the documentation was received? When will be the player able to request a withdrawal via Skrill?
I'll be awaiting your reply.
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11 months ago
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Update on my case...Today I received the money in my Skrill account, I consider my case finalized and thank you for the support
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11 months ago
Dear fmoncada381,
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,
Stefan
Casino.Guru
