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

1d 0h 7m 6s

Case summary

6 days ago

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.

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3 weeks 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:
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3 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

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3 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

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2 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?

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2 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.

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1 week 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.

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1 week 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

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6 days 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."

Fra95 has 1d 0h 7m 6s to reply

Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.

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