The player from Germany was experiencing delays in withdrawing funds from the casino. We ended up rejecting the complaint because the casino provided evidence suggesting that the player entered the payment details themselves and that the transaction was successful.
Wazamba Casino - Player's withdrawal was delayed.
Amount: €300
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello, on February 8th, 2023 I requested a payment via bank transfer. But to this day it hasn't been received. They say it was sent but nothing happened lg
Automatic translation:
Public
Public
1 year ago
Dear Potuch58 ,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your bank account.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Public
Public
1 year ago
Translation
Yes, yes, the money will be credited to your account. Are you kidding me? Are you serious when you say that. They now say that they transferred the money to another account. Of which I know nothing at all. So cheating. You said wait and see and don't complain. I wonder how you got such a high rating of wazamba casino when they don't even pay out my 300 euro winnings.i went to wazamba casino because i trusted their high rating and points.so thank you very much for that.me won't make the mistake again
Automatic translation:
Public
Public
1 year ago
Hello Potuch58,
Could you explain what you mean by:
They now say that they transferred the money to another account.
What feedback have you received from the casino? Please forward it to my email or alternatively post it here. My email is tomas@casino.guru. Thanks in advance.
Sensitive attachment
Sensitive attachment
1 year ago
Translation
this is my account
Automatic translation:
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Now don't even bother. Now they're kidding me too. Sad.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Here is my deposit
Automatic translation:
Public
Public
1 year ago
Translation
So as said. How can an online casino that does that. So more obviously, you can't get a score above 9.0 and get a perfect score from you. I'm sorry, but that's tough. Well, they don't even bother to say they made a mistake, eg violated something. They simply say boldly that they transferred the money. Then I ask which bank no answer. I trusted her expertise.
Automatic translation:
Public
Public
1 year ago
Translation
The scam is obvious. What more can I say. Even if they transferred the money incorrectly. Isn't that my problem? That would be like transferring my rent to another account and saying bad luck to my landlord. But it doesn't work that way. I trusted casinoguru-de.com otherwise I would not have paid any money lg
Automatic translation:
Public
Public
1 year ago
Translation
Here nothing has been received 300 euros because of. That can't be surpassed in terms of audacity and such a high rating for an online casino. That's sad
Automatic translation:
always the same.
Public
Public
1 year ago
Thank you very much, Potuch58, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.
Public
Public
1 year ago
Hi Potuch58,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Wazamba Casino to the conversation to participate in the resolution of this complaint.
Public
Public
1 year ago
Translation
Yes, thank you. If at least you can return my deposited money. That would be great, have a nice weekend
Automatic translation:
Public
Public
1 year ago
Dear Customer,
Thank you for contacting us.
We would like to inform you that the account number: DE16****713153 was written by you while requesting the withdrawal from your gaming account at our casino.
Hence, the withdrawal was paid on the provided account number.
Please let us know if the pay data entered by you was incorrect.
We appreciate your co-operation!
Sincerely,
Wazamba
Public
Public
1 year ago
Translation
Yes hello of course that's wrong I only have one account and I also deposited from the account.
Automatic translation:
Public
Public
1 year ago
Translation
I only have 1 account and sorry but I didn't even give you that account number. I don't even know them. Which bank etc. my bank is volksbank sprockhövel in witten germany. That's it, unfortunately I don't have any more bank accounts. Then I would be rich. And I paid in with my account.
Automatic translation:
Public
Public
1 year ago
Translation
They made a mistake there. As I said, I only have one account and I used the account to make deposits. I definitely didn't give them this account. Because I only have 1 account. You can also check that I agree a lg
Automatic translation:
Public
Public
1 year ago
Translation
And also sorry the iban you gave me is invalid so where you allegedly deposited the money is invalid I asked my bank and researched it on the internet. So it's getting embarrassing
Automatic translation:
Public
Public
1 year ago
Translation
And they gave me 2 accounts so this is one
Fake and The other is a bank in Munich. Hello, I live in North Rhine-Westphalia. And I don't have a 2 place of residence that's more than 600 kilometers away.
Automatic translation:
Public
Public
1 year ago
Hi all,
Thank you for your replies.
Dear Wazamba Casino team,
Could you please double-check if the payment details were entered by the player?
Public
Public
1 year ago
Translation
Hello, you know what's starting to get on my nerves. I've presented you with tons of evidence. And they don't have proof that I gave them the account. The evidence is very clear. And they still say outrageously. some nonsense. Better put the money back. Apparently you need it. to cheat. And from casinoguru-de. I don't understand how they can give such a high rating to such a casino. That's sad. If they don't pay my 300 euros, which I honestly won, it's sad, so don't play again.
Edited
Automatic translation:
Public
Public
1 year ago
Dear Casinoguru Team,
We have sent you an email with the evidence that the account number: DE16****713153 was entered by the customer while requesting withdrawal.
In case the account details entered by the customer is incorrect, the amount will be returned back to us.
We appreciate your co-operation!
Sincerely,
Wazamba
Public
Public
1 year ago
Translation
My God, now what am I to blame for? That cannot be surpassed in terms of audacity. Why don't you send me that I gave the account number. outrageous stuff. first cheat and then play the innocent one yourself. Really now. Not serious.You know what you can keep your money.And please don't send me any more ads.I won't be playing with you anymore anyway.And advise everyone I know to do the same. Actually, I would have reported them, I have so much evidence. But I don't have the time because of the ridiculous 300 euros. And sad to casinoguru-de.com that they still stand behind this online casino.
Automatic translation:
Public
Public
1 year ago
Translation
I've been trying to request my payout for 3 weeks now, nothing happens. You're just held out. I'm starting to get a little scared too. It reminds me of mafia methods you see in movies. They also still have all my data. The audacity they do cannot be topped.
Automatic translation:
Public
Public
1 year ago
Translation
Hello, a question according to their terms and conditions, it is not allowed to deposit into another account. Since you have broken your own rules. You say that you paid the money into my relative's or friend's account. And what now. You see, that doesn't work at all. So their lie is even clearer. If that weren't a measly 300 euros. I should have shown them a long time ago. And I have so much evidence. Then they had no chance of winning.
Automatic translation:
Public
Public
1 year ago
Thank you Wazamba Casino team for your email and evidence.
Dear Potuch58,
I've looked at the evidence provided by the casino and the data suggests that there were no changes made to your account from the casino's side. I also tested the IBAN number you entered into your online banking and it seems to work fine. This is the reason why the transaction was processed and didn't fail. If you entered the wrong information into your payment details you can't blame the casino for this. I'm afraid your complaint will be rejected. I can only recommend you be more careful in the future and always use your personal payment details when registering in a casino. I wish I could be of more help.
Best regards,
Peter
