The player struggles to verify as he is unable to reach the support. We rejected the complaint because the player stopped responding.
Wazamba Casino - The player struggles to verify.
Amount: €700
Wazamba Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I need to do a KYC verification to receive a payout. The problem with the casino is that the responsible department cannot be reached via their email address. E-mails cannot be delivered. And customer support doesn't respond to my queries either. Neither does the 24-hour live chat. I won the amount with no bonus or anything.
I don't know if I'm the only player having problems like this at this casino.
What are your experiences with Wazamba?
Kind regards
Vincent
Automatic translation:
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2 years ago
Hello vincentjacobs71,
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 which e-mail addresses did you try to contact so far? When was the last time you contacted the casino? Didn't the live chat forward you a working e-mail address? Isn't it possible to upload your verification documents directly within your casino account?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello Nick,
I've been trying to send my required documents to the following email address kyc@wazamba.com for days, but they can't be delivered. I had email contact with support on 08.06. They told me that I had to contact the responsible department and gave the above email address. And the live chat only gave me this email address. Unfortunately, there is no way to upload a verification directly. An ID document must be uploaded online and then a bank statement or invoice by email and the respective credit cards must be photographed and also sent by email for verification.
I haven't had such a process at other casinos until now.
Regards,
Vincent
Edited
Automatic translation:
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2 years ago
Hello vincentjacobs71,
I've tested the above mentioned e-mail address and it worked fine, no message of undelivered mail came back. Did you try to use a different e-mail (your own)to send the documents?
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2 years ago
Translation
Hello, thanks for the tip I sent it with a different email address. Let's see if it's possible now.
greeting
vincentjacobs71
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2 years ago
Translation
Hello Nick, I also tried a different email address, and no email could be delivered either. But now I have contact with the support of the casino. They forward the necessary evidence to the responsible department.
But the verification still takes a long time.
greeting
vincentjacobs71
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2 years ago
Hello vincentjacobs71,
I can confirm that the e-mail was not delivered, it was declined after a few hours. I'm glad to hear however that the documents were already sent. Be sure to give it at least a week more for it to be processed and keep us updated meanwhile.
Regards
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2 years ago
Thank you vincentjacobs71 for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello vincentjacobs71,
I will assist you with the complaint from now on. I am sorry you are unable to provide information regarding your credit cards that are no longer valid. Have you explained to the casino you are no longer able to provide what they require? Has the casino asked you about alternative ways to complete the verification checks, for example, a bank statement or a similar document?
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2 years ago
Dear vincentjacobs71,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
