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I MADE A WITHDRAWAL ON 10/01/2024 AND AS OF 16/01/2024, THE MONEY HAS NOT BEEN DEPOSITED. I WENT TO THE CHAT AND WAS TOLD THAT THERE WAS A DELAY AND THEY COULD NOT PREDICT WHEN THE AMOUNT WILL BE CREDITED TO MY ACCOUNT.

FIZ UM SAQUE NO DIA 10/01/2024 E ATÉ AGORA DIA 16/01/2024 O SAQUE NAO CAIU, FUI NO CHAT E DISSE QUE OCORREU UM ATRASO QUE NÃO TEM PREVISAO PARA CAIR NA CONTA.

Hello dekkocruz,

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 if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

It wasn't my first withdrawal request.

I've already made 2 withdrawals before, they haven't asked me for verification yet...

I've never seen a casino take 14 days to pay out, that's absurd!

Não foi a minha primeira solicitação de saque.

ja fiz 2 retiradas antes, nao me pediram verificação ainda …

nunca vi um cassino demorar 14 dias pra pagar isso é um absurdo !

Hello dekkocruz,

Unfortunately that is the recommended time frame. Please let us know by Thursday if the money arrived or not. If still not, we will try to intervene.

Thank you, I'll wait for the deadline... if not, I'll send a message here.

Obrigado, vou aguardar o prazo ... caso não mando mensagem aqui .

Hello dekkocruz,

Can you please advise if there's been any update in your case since your last post?

I HAVE NOT RECEIVED THE WITHDRAWAL YET...

NAO RECEBI O SAQUE AINDA ...

Thank you dekkocruz for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello dekkocruz,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wazamba Casino,

Could you possibly provide additional information regarding the delayed withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear customer,

Thank you for reaching out!

Please be informed that we are expecting documents from you in order to verify your account. Please provide us with the Transaction history for the period of October - January with the deposit to our Casino visible. Please upload the requested document through the Verification page in your account.

We await updates from your side.

Sincerely,

Wazamba Administration

Dear dekkocruz,

Please proceed as the casino has instructed, after you complete the KYC procedure you will be able to get your payment. Please let us know here with any updates.

Dear dekkocruz,

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.