The player from Greece, with a history of gambling addiction, created a new account after a previous suspension due to significant losses. Upon losing an additional 800 euros, the player now requests a refund. We rejected the complaint because the player didn't respond to our messages and questions.
Wazamba Casino - Player with addiction issues seeks a refund.
Amount: €800
Wazamba Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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1 year ago
Translation
Having previously requested an account suspension due to a significant loss stemming from addiction, I established a new account and lost an additional 800 euros. This is unacceptable, I request a refund.
Automatic translation:
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1 year ago
Dear 1997198790Aa
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you requested your previous account to be simply closed for a certain period of time, or you’ve self-excluded yourself permanently due to a gambling addiction? Could you please confirm that you’ve used the same credentials to open your new account as with the old one?
Please forward any relevant communication to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Good evening, my first account soon became a VIP according to their criteria, because I lost money I asked for suspension due to addiction, in the second account that was created, only another mobile number was entered but the same information, first name, last name, etc...
Automatic translation:
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1 year ago
Could you please forward any relevant communication showing that you requested self-exclusion due to a gambling problem? Thank you very much in advance. Please understand we won't be able to proceed without any supporting evidence.
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1 year ago
Dear 1997198790Aa,
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
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
