The player from Italy faced difficulties withdrawing 300€ from Wazamba after customer support closed his account when he inquired about expediting the process due to a gambling problem. He received generic responses about the withdrawal timeline and sought assistance. The Complaints Team extended the withdrawal processing time by 7 days but ultimately rejected the complaint due to a lack of response from the player.
Wazamba Casino - Player's withdrawal is delayed after account closure.
Amount: €300
Wazamba Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello, I am Dominic, 24 years old. Recently, I made a withdrawal of 300€ on Wazamba. I decided to ask customer support if there was a way to receive the money as soon as possible because I have a gambling problem. The support, which seemed like bots to me, closed my account. Then I wrote back to support, and they told me I would still receive the withdrawal and to email the financial department. I wrote to them, and they responded almost immediately with generic messages like "you'll receive it in 3-5 business days," etc. I've read many negative reviews about withdrawals on this site and need help to receive my withdrawal.
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3 months ago
Hello dodo2442,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wazamba Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
Hi, my account is not verified because it says no verification is needed, the money is real money no bonus, I spoke to the casino about 1 hour ago and it tells me the withdrawal is in progress.
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3 months ago
Translation
oh I would like to point out that when I wrote about my gambling problem my intention was just a break to avoid losing them while the withdrawal was being processed
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3 months ago
Dear Dodo2442,
Thank you for your message. Once a gambling addiction is mentioned, the casino is obligated to close your account, and it appears they acted in accordance with this policy.
As a standard procedure, we recommend waiting at least 14 days for any withdrawals to be processed. Given the unusual circumstances, I would suggest allowing an additional week for the process to be completed.
Please keep us informed if there are any updates, and we will be happy to assist further if needed.
Best regards,
Nick
