A player from Germany is facing difficulties in satisfying the casino's account verification process which requires submission of a 6-month transaction history that should not exceed 5 MB and should be comprised of a maximum of 5 individual files. The player is worried about possible account block and reports being unable to access Live Support. The issue has been resolved successfully.
Wazamba Casino - Player struggles with account verification requirements.
Amount: €35,000
Wazamba Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good day,
my problem is with the verification.
you have to verify yourself, I understand that I should be like that too, what I also understand is that I should transmit my actually absolutely private transaction history.
My problem is that my history can have a maximum of 5 mb and consist of a maximum of 5 individual files, but that is not possible for 6 months. Now my fear is that my account will be blocked in quite some time. I have already contacted support several times, mind you, I can no longer open live support.
I hope for help
with friendly greetings
Theodore *****
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear ausi,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Do I understand correctly you already submitted the bank account statements to the casino for verification? When was the last time you received any response from the casino regarding account verification? Were you given any recommendations by the casino on how to proceed?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Dear ausi,
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 year ago
Translation
hello, the first time yes it was for a month but that wasn't enough, now the period of 6 months is required, that's the problem, you can only send 5 files, they can only consist of one page, everything 5 together a maximum of 5 mb. I have requested the history from my bank now I am under 5 mb but over the 5 pages. Then I contacted the live chat, after which they sent me the terms of use in response, I was referred to support, who didn't answer! I wanted to ask support whether I could send this via email. So far, after 4 emails, there has been no response from support. I can't access the live chat either.
Automatic translation:
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1 year ago
Thank you very much, ausi, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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1 year ago
Hello there,
Thank you ausi for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Wazamba Casino for their help in resolving this complaint. We would like to know if you can help the player with the verification process to resolve this issue.
Thank you!
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1 year ago
Dear Customer,
Thank you for reaching out to us.
We would like to inform you that we have opened new documents slot for you and we kindly request you to upload the necessary document via logging in to your gaming account.
Please let us know in case you face any difficulties, we're here to help you.
Thank you for your understanding!
Best Wishes,
Wazamba
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1 year ago
Dear ausi, let us know if you're able to upload all the necessary documents or if you require any further assistance. Thank you in advance!
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1 year ago
Translation
Ok, great, my account is verified, everything worked, thanks to casinoguru and then also to wazamba for the quick processing.
Edited
Automatic translation:
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1 year ago
Dear ausi,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
