Wazamba Casino - Player seeks refund after self-exclusion.

Buongiorno ,

siccome sono un soggetto autoescluso sui siti com’è possibile che questo casinò mi permetta sempre di versare soldi e giocare anche se utilizzato in Italia spendendo più di 2000€ ? Vorrei richiedere un rimborso se è possibile almeno della metà di quanto versato fino ad oggi !

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

No il mio account è aperto attualmente ; ma io sono un soggetto autoescluso sui siti AAMS di tutt’Italia non capisco come possa un casino che permette a giocatori di versare la somma versata è anche più di 2000€

Ad oggi sono 6000€ spesi essendo un soggetto autoescluso dai siti potreste aiutarmi a recuperare almeno la metà di cio

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.

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.

Come ho detto cerco anche adesso di chiudere il conto gioco ma fanno mille problemi ed io ho speso altri 3k

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."

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.

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.

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.