HomeComplaintsWazamba Casino - Player seeks refund after self-exclusion.

Wazamba Casino - Player seeks refund after self-exclusion.

Amount: €2,000

Wazamba Casino
Safety Index:Very high
Submitted: 22 Oct 2024
Case opened Current status

Waiting for player to reply

5d 20h 17m 6s

Case summary

yesterday

The player from Italy is facing issues with a casino that continues to allow deposits despite the player's self-exclusion. He requests a refund of at least half of the €2000 deposited.

Public
Public
1 month ago
Translation

Hello,

Since I have self-excluded from sites, how is it possible that this casino still allows me to deposit money and play, even though I am accessing it in Italy, and have spent over €2000? I would like to request a refund of at least half of what I have deposited so far, if possible!

Automatic translation:
Public
Public
4 weeks ago

Dear Fra95, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please confirm if your account is currently closed?

Could you specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru

Thank you very much in advance. 

Best regards, 

Veronika

Public
Public
4 weeks ago
Translation

No my account is currently open; but I am a self-excluded subject on AAMS sites throughout Italy I do not understand how a casino that allows players to deposit the amount paid is even more than €2000

Automatic translation:
Public
Public
3 weeks ago
Translation

To date I have spent €6000 as a subject self-excluded from the sites. Could you help me recover at least half of that?

Automatic translation:
Public
Public
3 weeks ago

Please note that this casino operates without an Italian license, so it does not have access to the register of players excluded through the Italian licensing authority.

Could you confirm if you’ve informed Wazamba Casino directly about your gambling problem and requested self-exclusion? If so, please forward the account closure request you sent to them to my email at veronika.l@casino.guru.

Thank you for your cooperation, and I look forward to assisting you further.

Public
Public
2 weeks ago

Dear Fra95,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Public
Public
2 weeks ago
Translation

As I said I'm still trying to close my game account but they're causing a thousand problems and I've spent another 3k

Automatic translation:
Public
Public
1 week ago

Dear Fra95,

Have you requested to be self-excluded from Wazamba Casino directly? Please forward the emails you sent to the casino customer support with your account closure requests to me at veronika.l@casino.guru.


When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.


Example:


Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:


"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is that I am addicted to gambling.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Public
Public
6 days ago

Dear Fra95,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sensitive attachment
Sensitive attachment
6 days ago
Translation

I explained everything but they still don't close the game account saying they have technical problems etc etc I would like a refund!

Automatic translation:
Public
Public
yesterday

Thank you for providing the screenshots. However, I cannot see any mention of the reason for your account closure in the pictures you shared.

Could you kindly confirm if you sent an email to the casino requesting to be self-excluded due to gambling addiction, using the template I provided in my previous reply? If so, please forward a copy of that account closure request to veronika.l@casino.guru.

Unfortunately, without this evidence, we will not be able to proceed with your complaint, and it will have to be rejected. I look forward to your response.

Fra95 has 5d 20h 17m 6s to reply

Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news