Wazamba Casino - Das Konto des Spielers wurde unerwartet geschlossen.

Good evening, a few months ago I created my account on Wazamba, and I was playing without issues and logging in normally. I won around 180 soles, I think, and I wanted to withdraw it. They asked me for verification of my details, which I sent. When I tried to log in again, my account was frozen. It says that I attempted to enter an incorrect password, but that’s not true. I even have my password set to autofill, and still, they closed it on me. I just want them to give me my winnings.

Buenas noches, hace meses me cree mi cuenta en wazamba, estuve jugando bien y entraba normal. Gane algo de 180 soles creo, quise retirar y me pidieron verificación de mis datos, lo envié. Y cuando quise volver a entrar me congelaron la cuenta, sale que he querido ingresar una contraseña fallida, pero no es así, es más esta para poner en automático mi contraseña y aun así me lo cerraron. Solo quiero que me den lo que gane.

Dear taiz1509,

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. 

• Could you please advise which games you focused on- slots, live casino, sports betting, etc.?
• Did you receive any confirmation regarding successful verification before you lost access to your casino account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hi, I honestly don't remember the last game I played. I also used to bet on sports.

My data had not yet been verified, confirmation was missing. But I sent everything they asked me for. I was logging in normally, but suddenly it closed. And it said that I had entered incorrect passwords when I hadn't. I tried to contact customer support and they told me that it was frozen and I couldn't open it again. I told them that I could give my data and they could confirm that it was me, but no, I didn't receive any more information.

Buenas, sinceramente no recuerdo bien el último juego que jugué. También hacía apuestas deportivas.

Mis datos aun no lo habían verificado, faltaba confirmación. Pero todo lo que me pedían, lo enviaba. Estaba entrando normal, de un momento a otro se cerró. Y me salió que puse contraseñas fallidas cuando no había sido así. Intente comunicarme con soporte de atención al cliente y me dijeron que estaba congelada sin posibilidad de volver abrirla. Les dije que podía dar mis datos y puedan conformar que soy yo pero no, no recibí más información

Thank you for your reply, taiz1509. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear taiz1509,

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.

Hello, sorry for the delay in answering.

As I had written, they froze my account for no reason. I had sent everything they asked me to make the withdrawal, the only thing missing was a confirmation, which was the last one. The last thing I remember I sent was an Internet bill that I paid for, I don't have my own house. My ID, my information, I sent everything. It only says that the password I entered was not correct, but it wasn't, to this day I have the password saved on my cell phone. I don't really understand what happened for them to close my account.

Buenas, disculpe la demora en contestar.

Como había escrito, me congelaron la cuenta sin razón alguna. Las cosas que me pedían para hacer el retiro lo había enviado todo, solo faltaba una confirmación que era la última. Lo que recuerdo que envié último fue un recibo de Internet que pago, casa propia no tengo. Mi Dni, mis datos, todo envié. Solo sale que la contraseña que ponía no era, pero no era así, hasta el día de hoy tengo la contraseña guardada en mi celular. No entiendo realmente que fue lo que paso para que me cerraran la cuenta

Please forward me the communication between you and the casino so we can proceed with this complaint.

Dear taiz1509,

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.

Hello, I complained to customer service and they just told me that my account was frozen and that it was impossible to recover it. What's more, when I go to the page and enter my password, it says frozen account.

Buenas, en atención al cliente di mi queja y solo eso me dijeron que estaba congelada mi cuenta y que era imposible volver a recuperarla. Es más cuando entro a la página y pongo mi contraseña, sale cuenta congelada

Thank you very much, taiz1509, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, taiz1509!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Yes please. I haven't been able to log in for several months now. And above all, I haven't been able to get what I won playing.

Si por favor. Ya son varios meses que no puedo ingresar. Y sobre todo no pude tener lo que gane jugando

Dear taiz1509,

We are pleased to request you, if you would like your account to be reopened.

Thank you for your collaboration.

Kind Regards,

Wazamba Casino Team

Wazamba Casino Team, please, let us know if player's funds are safe in their frozen account and if it would be possible to withdraw them after the reopen?

Good morning, apart from opening my account, I also want to know if I can withdraw the money since I sent all my documentation.

Buenos días, aparte de abrir mi cuenta, también deseo saber si puedo retirar el dinero ya que envié toda mi documentación.

Dear taiz1509,

We are pleased to inform you, if you would like your account to be reopened, the deducted funds will be recredited to your active balance and you can proceed with them as you like.

Thank you for your collaboration.

Kind Regards,

Wazamba Casino Team

Yes, I would like to please, thank you very much. I will be on the lookout to be able to open again.

Si deseo por favor, muchas gracias. Estaré al tanto para poder abrir nuevamente

Dear taiz1509,

We are pleased to inform you that your account has been reopened and the funds are active on your balance.

Thank you for your collaboration.

Kind Regards,

Wazamba Casino Team

I still can't log in, I get this

Aun no puedo ingresar, me sale esto

Dear taiz1509,

We would kindly request you, retry to log in and let us know.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

taiz1509, have you tried changing your internet source (from data to Wi-Fi)? Have you tried to clear cookies or use a different browser or even device? Please, let me know if any of it will help, because it seems that your account is unblocked, but for some reason you still cannot log in.

Wazamba Casino, it seems like the user still has the same problem, and changing the device and IP did not help. Can you, please, look into it once more?

Dear taiz1509,

We would kindly request you to try again and let us know if you encounter the same anomaly when trying to log in.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Dear taiz1509,

We would kindly request to provide us the username using when trying to log in to your account.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Hello, my username is Taiz15.

Buenas, mi nombre de usuario es Taiz15.

Dear taiz1509,

Thank you for confirming us your username.

We would kindly request you, retry to log in and let us know if you encounter the same anomaly now when trying to log in.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Good morning, I was able to log in. I tried to withdraw the money and I couldn't. It tells me that I have to bet x1. I thought I had to play a game but no. Could you tell me what to do please?

Buenos días, pude ingresar. Intente retirar el dinero y no pude. Me dice que debe apostarse x1. Pensé que se tenia que jugar un juego pero no. Podría decirme que es lo que se tiene que hacer por favor

taiz1509, as you do not remember what you played last, could you, please, check in your game history in your account if you have wagered the 150 once before. If you have just deposited it and not played the necessary amount, you will need to finish the wagering. However, if this amount of 150 is winning from previous gaming and all you wagering requirements are fulfilled, then I will ask the casino if it is a mistake.

Dear taiz1509,

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.

The amount I have is winnings I made at the casino.

El monto que tengo son ganancias que hice en el casino.

Wazamba Casino Team, could you, please, explain, why player has wagering requirement imposed on their winnings? Have they not finished it previously?

I just realized that. I have to play again to be able to withdraw.

Justo me di cuenta de eso. Tengo que volver a jugar para poder retirar

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We have reached out the casino via other means, so I am prolonging the timer for one more week.

Dear taiz1509,

We are really sorry for what you encounter when trying to withdraw.

We would kindly request to provide us your crypto wallet requested via mail in order to proceed manually with your payment.

Thank you for your cooperation.

Kind Regards

Wazamba Casino Team

Good afternoon, I tried to transfer the money to my account but it didn't work. I only have a bank account

Buenas tardes, yo intente transferirme el dinero a mi cuenta pero no se pudo. Solo tengo cuenta de Banco

Wazamba Casino Team, is it possible to make a manual withdrawal to the player's bank account?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

taiz1509, have you, by any chance, worked out the withdrawal issue with the casino?

Dear taiz1509,

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.

Dear taiz1509,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the withdrawal manually as soon as possible.

Thank you in advance.

Kind Regards,

Wazamba Casino Team

Hello, I have been playing because they ask for an amount to be able to withdraw. Since when I recovered the account I could not do it.

Buenas, estado jugando porque piden un monto para poder retirar. Ya que cuando recupere la cuenta no pude hacerlo

taiz1509, I advice to stop playing until the issue with the withdrawal will be resolved, as you may lose your funds.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

taiz1509, is there any ongoing communication between you and the casino? The casino ignores our notifications, so maybe you have received anything from them.

Hello no, there has not been any further communication.

The only thing I'm doing is looking for a way to reach the amount they ask for in order to withdraw the money.

Buenas no, no habido ningún tipo de comunicación más.

Lo único que estoy haciendo es ver la manera de llegar al monto que piden para poder retirar el dinero

Do you mean that there is still a wagering requirement for your balance?

Yes, before it was closed there was another amount and the 180 I had was money won from bets. After it was reopened I had already changed the withdrawal amount and I had to play the money again and reach the goal and then withdraw it.

Si, antes que se me cerrara había otro monto y los 180 que tenia era dinero ganado de apuestas. Después que se volvió abrir ya había cambiado de monto de retiro y el dinero tenia que volver a jugarlo y llegar a la meta y recién retirar

So, you initially had a wagered amount of 180, then your account was blocked, then, after it was unblocked, you had deposited more, cancelled the withdrawal of 180, and, therefore, could not withdraw it anymore because of the active wagering requirement of the new deposit?

The 180 was because I won in bets and games. I think that before the withdrawal amount was 150, now they have changed it to 200. I think that the 180 amount is being passed off as if it had just been wagered and I have to play it again to win and even more so now, to reach another withdrawal amount.

Los 180 fue porque gane en apuesta y juegos. Creo que antes el monto para retirar era de 150 ahora lo han cambiado a 200. Creo que el monto de los 180 lo están haciendo pasar como si fuera recién apostado y tengo que volverlo a jugar para ganar y más ahora, a llegar a otro monto para retirar.

If you have won 180 previously and it has already been wagered, then you must not need to wager it again to withdraw. It is a casino's mistake. Unfortunately, they chose to stop reacting to our requests. This leaves only with one choice - to close this complaint as unresolved. I am sorry that we could not help at the end. I hope the fact that this case is unresolved will make the casino to pay you your funds.

We have reopened this complaint by the request from the casino.

Wazamba Casino, please, explain to us the current state of the player's balance.

I'll be attentive

Estaré atenta

Dear taiz1509,

We have sent an email requesting you to share your Skrill wallet details so we can help you with your balance amount from your Wazamba account.

We are waiting for your update. Thank you!

Best regards,

Wazamba team.

I haven't received anything.

No me ha llegado nada

 taiz1509, please, check your spam and newsletter inboxes, the e-mail could be hidden there.