Wazamba Casino - Le vincite dei giocatori nei tornei vengono confiscate.

Subject: Official Complaint – Retroactive rule change and unpaid tournament winnings (€1,000) – [ALIGATOR]

Tournament start 9.1.2026

End 18 1.2026

​Text:

​To whom it may concern,

​I am filing an official complaint regarding a tournament win of €1,000 at Wazamba Casino that has not been paid out.

​I entered the tournament on [uveďte přibližné datum, kdy jste začal hrát] and deposited my own funds under the terms and conditions valid at that time. However, midway through the tournament, the casino unilaterally decided to change the rules and announced that winnings from this tournament would not be paid out.

​I find this practice completely unacceptable and in violation of Fair Play principles. A casino cannot retroactively change the terms of a competition once a player has already invested money and participated. When I joined the tournament, I did so with the expectation that the advertised prize pool was guaranteed.

​The support team has ignored my previous attempts to resolve this, simply stating they will not pay.

​I demand the following:

​The full payout of my legitimate winnings in the amount of €1,000.

​A clear explanation as to why rules were changed during an active event after players had already deposited funds.

​If this matter is not resolved within 7 days, I will escalate this complaint to all relevant gambling authorities and continue to share my experience on public mediation platforms such as AskGamblers and Casino.guru to warn other players.

​Thank you for your prompt response.

​Regards,

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Dear Ales78,

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. 

• Have you ever participated in this casino's tournaments before?
• Could you please prove that you were in a winning place and what the prize for this place was? Are the results publicly available anywhere?
• Was this a free-entry tournament, or did it require a deposit to participate?

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,

Attila

Hello. Thank you for opening my case.

I participated in a tournament at this casino and there were several of them during my 3 years of working at this casino. There was never a problem with paying out winnings in the tournament, even with a slight delay. The last tournament started on 9.1. 2026 and ended on 18.1.2026 and halfway through the tournament, i.e. 15.1. I was informed via email that my operator would no longer pay out any winnings from the tournament, which I did not agree to because I had invested my own funds in the tournament. I received a response that it was the administrator's decision and that is finally without any further explanation. I have not committed any offense in the entire period of about 3 years that I have been with them, so I do not understand this chilling behavior of theirs. I asked for the payment of at least half of my winnings of €1000, while they did not even agree to that and instead gave as their answer that as they had already written once, nothing would be paid out to me.

I am sending a screenshot of my position with the win and the results are not public because they delete them after 3 days. The tournament was not available for selection, I had entered it. 😡😡😡

Dobrý den. Děkuji za otevření mého případu.

Turnaju v tomto kasinu jsem se zúčastnil a za mě 3 roky působení v tomto kasinu jich byli několik. Ikdy nebyl problem s vyplacenim vyher v turnaji byt s mensim zpozdenim. Poslední turnaj začal 9.1. 2026 a koncil 18 1.2026 a v půlce turnaje t.j. 15.1. Mě bylo prostřednictvím emailu sděleno že již mé provozovatel nebude vyplácet žádné výhry s turnaju přičemž jsem nesouhlasil neboť v turnaji jsem měl vložené své finance. Na to mě přišla odpověď že je to rozhodnutí administrátora a to je konečne bez dalšího jakéhokoliv vysvětlení. Já jsem se žádného přestupku za celou dobu cca 3 roku co u nich jsem nedopustil tak nechápu tohle jejich mrazivé chování. Zadal o vyplacení tedy alespoň poloviční částky s mě výhry 1000€ přičemž ani na to nepristoupili a stali dal za svoji odpovědi že jak již jednou psali nebude mě vyplaceno nic.

Zasílám screen mého umístění s výhrou a výsledky veřejné nejsou neboť je po 3 dnech mazou . Turnaj nebyl volbě přístupný měl jsem v něm vloženo. 😡😡😡

Dear Ales78,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Ales78,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Wazamba Casino to join this conversation and assist in addressing the complaint.

Dear Wazamba Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

I see that no one is commenting on the matter. This is their behavior, they do not discuss anything with clients, they do not respond to emails and they do not even try to resolve my complaint about their irrelevant behavior towards me personally. This is not a good reputation for this casino at all, unfortunately....

Vidím že se nikdo k věci nevyjadřuje. To je jejich chování, neřeší s klienty nic , na emaily nereagují a dokonce nemají snahu řešit ani moji stiznost na jejich nerelevantni chování vůči mě osobě. Tohle není vůbec dobrá reputace tohoto kasina bohužel....

Hello everyone!

Dear Ales78,

We would like to kindly inform you that we are examining the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Wazamba Team

I know these words of yours, you write them every time and to everyone, so I'm curious if you'll solve something. As I said, writing an email halfway through a tournament, you won't pay me any more winnings from the tournament is not relevant at all and it's against all the rules and general terms and conditions. The tournament in question should have been paid out and for other tournaments I took into account that I was informed and I'm not playing any more. I'm really curious how you'll react to this because I haven't had any problems with you in 3 years and as far as I know you haven't either, I've always been honest and problem-free and this gesture you made towards me was not nice at all and I'm sorry 😧😧😧

Já tyhle vaše slova znám to píšete pokaždé a všem, jsem tedy zvědavý jestli něco vyřešíte. Jak jsem uvedl napsat email v půlce rozehraneho turnaje ze mě již nebudete vyplácet žádné výhry s turnaju není vůbec relevantní a je to proti všem pravidlům a všeobecným obchodním podminkam. Zmíněný turnaj měl.byt vyplacen a na další turnaje jsem bral zřetel že jsem byl informován a již další nehraji. Jsu opravdu hodně zvědavý jak se k tomu postavíte neboť žádné problémy jsem s vámi za 3 roky neměl a pokud je ke známo vy také ne , vždy jsem byl poctivý a bezproblémový a tohle gesto jal jste se ke mě zachovali nebylo vůbec hezké a je mě to líto 😧😧😧

Dear all,

Thank you for your patience.

After information that we had from the relevant team, the player engaged in low-volatility slots to generate high turnover with minimal risk compared to players on regular/higher-volatility games.

Please note that this is an internal promotion, and the player received his winnings. No sanctions/restrictions/deductions took place. Instead, we simply informed that he's no longer eligible to participate in future tournaments, in line with the agreed T&C to keep it fair and fun for other players.

Thank you for your understanding.

Best regards,

Wazamba Team

This is not a relevant answer and it is just an excuse because in the 3 years that I have been playing tournaments with you, I have never had such a problem. The tournaments in which I have participated have had more players who have repeatedly placed at higher levels like me and are still placing and have no problem. In addition to the tournament, I also play the classic slots that you have on the page so I do not see what the problem could be. The main thing I am solving here is that you warned me and I state it again that you only warned me about this fact halfway through the tournament where I had already invested my finances and where I took second place with a win of €1000 which has not been paid to me which is against all the rules. Of course after this warning I stopped playing the tournament to avoid further problems, however the last win from the tournament which I am sending a screenshot of was still to be paid to me and I have not received anything at all to my account. Please solve it

Tohle není relevantní odpověď a je to jen výmluva neboť za celé 3 roky co jsem hrál u vás turnaje jsemnzadny takový problém neměl. Turnaje kterých jsem se zúčastnil více hráčů kteří se opakovaně jako já umistovali na vyšších úrovních a umisťují se doteď a problém nemají. Kromě turnaju hraji i sloty klasické které máte na stránce takže nevidím jaký může být problém. Hlavně tady řeším problém v tom že jste mě upozornili a uvádím to opětovně že jste mě upozornili na tuto skutečnost až v půli turnaje kde jsem měl vložené své finance již a kde jsem obsadil druhé místo s vyhrou 1000€ která mě již vyplacena nebyla což je proti všem pravidlům. Samozřejmě po tomto upozornění jsem turnaje jizbprestal hrát aby se předešlo dalším problémům nicméně poslední výhra s turnaje který zasílám screenem opět mě vyplacena být ještě měla přičemž jsem neobdržel již vůbec nic na svůj účet. Prosím o vyřešení

Once again, I am sending you a screenshot of the winnings from the tournament that ended on January 18, 2026, which unfortunately was not paid to me.

Ještě jednou zasílám screen me výhry vvturnaji ukončeny 18.1.2026 který mě vyplaceny bohužel nebyl.

I see that nothing is happening at all and as I have already stated, my winnings from my last tournament at wazamba have not been paid to me as stated by the casino representative. Above all, no answer or any correction so that we can end this complaint in peace.

Vidím že se vůbec nic neděje a jak jsem již uvedl má výhra s uvedeného mého posledního turnaje u wazamby mne vyplacena nebyla jak uvádí zástupce kasina. Hlavně již žádná odpověď ani žádná náprava abychom mohli tuhle stiznost v klidu ukončit.

Dear Wazamba Casino,

It appears that the player was excluded from the tournament while actively participating in it. Could you please clarify which specific rule was allegedly violated and provide the relevant section of your Terms and Conditions supporting this action?

At this time, we do not see an issue with the player using low-volatility slots, as these games were not excluded from the tournament’s eligible gameplay. While we acknowledge that you have the right to exclude a player from future tournaments at your discretion, excluding a player during an ongoing tournament requires clear justification.

Unless a concrete rule violation can be demonstrated, we believe the player should be paid the winnings from this particular tournament, considering they invested both time and funds to participate.

We look forward to your detailed response.

Yes, that's exactly right. In each of their tournaments there are several slots that a player can choose and play, so I don't understand what the operator writes here, and I also changed slots in the tournament game every time I was part of the tournament. I think these are meaningless excuses just so they don't have to pay out the winnings, despite the fact that I was informed halfway through the tournament that I had lost a lot of time and that the winnings and a lot of money invested in this tournament were not paid out. And as you write, I have never broken any rules and I have never had any problems with the casino. I responded to their call that no winnings from the tournament would be paid out to me and I will not participate in them anymore, however, as you mention the tournament for which we are solving all this here, I should be paid out exactly as specialist Stefan writes. This was against all the rules and they demand €1000 to be paid out. I hope that this Casino will be solvent enough and will behave correctly according to the rules. I would like to remind you again that the mentioned tournament ended on January 18th and I was not paid out, while the operator states that everything was paid out. I hope that the casino representative will respond, even though I don't really believe it anymore, and that everything will be finally settled.

Ano je to přesně tak. V každém jejich turnaji je vice slotu které si hráč může vybrat a hrát jej takže nerozumím a nechápu co tu provozovatel píše, já navíc v turnajové hře sloty střídal pokaždé když jsem byl součástí turnaje. Myslím si že jsou to nesmyslné výmluvy jen aby nemuseli vyplacet výhru nehlede na to ze jsem byl informovan v pulce turnaje kdy jsem ztratil dost času a tím že výhra nebyla vyplacena i dost vložených financí do tohoto turnaje. A jak píšete žádné pravidla jsem nikdy neporusil a nikdy jsem s kasinem neměl žádný problém. Na jejich výzvu že mě níž nebudou vyplaceny žádné výhry s turnaju jsem reagoval a dále se jich nezúčastním nicméně jak uvádíte daný turnaj kvůli kterému to vše tady řešíme mě má být vyplaceny přesně tak jak píše specialista Stefan. Tohle bylo proti všem pravidlům a požadují 1000€ vyplatit. Doufám že tohle Kasino bude natolik solventni a zachová správně podle pravidel . Znovu připomínám zmíněný turnaj ukončeny 18. 1. mě vypacen nebyl přičemž provozovatel uvádí že vše bylo vyplaceno. Doufám že zástupce kasina bude reagovat i když tomu již moc nevěřím a vše urovna doporadku konečně.

As you can see, they are not interested in communicating at all. They do not answer emails, they do not answer here in the forum either. At least here you can see the solvency of this casino. Just excuses and inhuman behavior, my winnings of €1000 are really a lot of money and we all know that I am entitled to it, as everything is stated above, however, according to the behavior of this casino, my hopes for a payout are unfortunately probably zero and it is sad because I am not the only one to whom this has happened and unfortunately I think that it will not be the last 😧😧😧😧

Jak vidíte nemají zájem vůbec komunikovat. Neodpoví na emaily neodpoví už ani tady do fóra. Tady je alespoň vidět solventnost tohoto kasina. Jen samé výmluvy a nelidské chování, má výhra 1000€ je opravdu hodně peněz a všichni víme že na ni mam nárok, jak je vše uvedeno výše, nicméně dle chování tohoto kasina mé naděje na vyplacení bohužel jsou nejspíše nulové a je to smutné neboť nejsu jediný komu se tohle stalo a bohužel si myslím že ani poslední 😧😧😧😧

Dear all,

Please allow us some period of time to check the matter with our relevant team. We will have updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

Wazamba Team

Dear Wazamba Casino,

Thank you for your response and continued cooperation. I will extend the timer by an additional seven days to allow you sufficient time to provide further information.

I look forward to your reply.