Wazamba Casino - The player's balance disappeared.

Last night imi won a bonus that was about 63 dollars. Then, at the end of the bonus game I see a total around 110 or so dollars and the game crashes (maybe internet issue).

When I log back in I only see my balance before the spin of about 49 dollars and the transaction logs show no trace but isee a lot of these which look like unreported events.

Wazamba refuses to refund the bonus and tells me they don't see it on their end.

I ask for a refund with close to my deposit in my account but was denied.

I blew the money and do not trust their system and their response to this event.

I want to be restored to the winning state last night which was around the time the screetshot was taken.

Hello charliehann,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wazamba Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you play with the bonus since the crash happen? When was the last time you spoke to the casino and what was it about?

Please note that if such issues occur, it is not the casino's responsibility as it is mostly caused by internet connection, browser issues. If there is no log of the spins, the casino is not obligate to refund any lost balance as the spin basically did not happen.

Looking forward to your answer.

Regards,

Nick

I'm verifiedandhave been playing on their site for 6 months or so the crash happened a day or two ago eg. Its the time in the screenshot. Not sure if I had a bonus because they rarely award them automatically so it was my deposit. They have not responded since the initial email i sent them.

Well if that's the case then I won't be ever playing on their site again

🙁

Hello charliehann,

Unfortunately, if the bet is not visible in your betting history, it basically does not exist as there isn't any log about it. As mentioned above, this issues are connected to the game provider but mostly caused by issues on the player's side (browser problems, internet connection).

You can always try to contact the gaming provider of the game you played but I doubt that they have a log of the bet if the casino doesn't as well.

Is there anything else we could assist you with?

Dear charliehann,

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.