The player's pending withdrawal got canceled and voided by the casino. He used the payment method which was not used before on the website. Once the player requested the withdrawal through the correct option, it was fully processed within a few days. The complaint is resolved.
Wazamba Casino - The player's withdrawal disappeared.
Amount: €1,200
Wazamba Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello casino guru,
Casino wazamba has been refusing to pay out my winnings of €1200 for weeks.
after the amount was under open transactions for almost 2 weeks, it has disappeared from the transactions today.
the support won't / can't give me any information, I'm really at a loss and I'm afraid I've been cheated here.
I have documented all steps by screenshot and am happy to provide them.
I'm asking for your help.
Thanks.
Michael
Automatic translation:
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2 years ago
Hello Michi0815,
Thank you very much for submitting a 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.
Was this your first ever withdrawal request in the casino? Is your account already verified? Did you use any bonus to accumulate your winnings? When was the last time the casino responded since they voided your balance?
Forward the mentioned screenshots to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you out.
Regards,
Nick
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2 years ago
Translation
Hello Nick,
I have forwarded the screenshots to the e-mail address above.
To the questions:
- This was the first withdrawal request
- The account verified
- I didn't use a bonus.
- According to the chat with the casino "everything is okay" but unfortunately nothing is happening...
greeting
Michael
Automatic translation:
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2 years ago
Translation
Here is the latest message from support. I'm just being stalled.
Dear Nick, I hope for your support.
Wazamba's approach is apparently designed to withhold withdrawals for as long as possible in order to tempt the customer to spit the money again.
As a customer, I am extremely disappointed with such an approach.
Edited
Automatic translation:
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2 years ago
Thank you Michi0815 for all the information provided. I will now forward the complaint to my colleague Branislav who will be assisting your from now on.
Wish you best luck resolving it and I hope we will be able to help you out.
Regards,
Nick
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2 years ago
Dear Customer and CasinoGuru,
Be informed that when the customer created the first withdrawal attempt, he used the payment method which was not used before on the website. Therefore the withdrawal was canceled and the customer was instructed to use the same payment option on February 11 via email.
Once the customer requested the withdrawal request through the correct option, it was processed and yesterday he was informed about the complete transaction.
We hope this clarified your concerns. Please, let us know if you still have any questions!
Regards,
Wazamba.com
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2 years ago
Translation
Thank you for your reply, the transaction has been processed.
otherwise the process took weeks and probably would not have been successful without the support of Casino Guru.
@wazamba I would have hoped for an apology and a little attention for my countless emails and the time involved. Apparently they don't care about customer loyalty. Too bad.
Automatic translation:
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2 years ago
Greetings all,
Thank you very much, Wazamba Team, for the explanation.
Dear Michi0815,
Great news! At this point, I sincerely believe it should only be a matter of time before the payment comes to you.
I will keep this complaint open until your confirmation regarding successful withdrawal.
Please let us know as soon as you receive the payment.
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2 years ago
Dear Michi0815,
Was your issue resolved? Can you confirm you have received the payment? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.
We are looking forward to hearing from you.
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2 years ago
Greetings all,
Based on the player's last post, we assume that the withdrawal has been fully processed and the player received his funds. We will now mark the complaint as 'resolved' in our system.
Thank you very much, Wazamba Casino Team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
