Wazamba Casino - Il giocatore è stato accusato di aver aperto più account.

Dear Silvia, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

"3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

each action performed using a Duplicate Account is considered void;

any promotions that the Duplicate Account has participated in will be cancelled;

any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

the Duplicate Account will be closed without an option to reopen it."

Could you please advise whether your friend verified their account? Have you accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Looking forward to hearing from you.

Best regards, 

Kristina

Good morning,

Hi Kristina, they replied that they provided me with the text of the terms and conditions, but the problem is that my friend has logged into my house but we have never created a double account we are two completely different people !! Also, I didn't communicate much with Wazamba's assistance because they sent me a copy of the terms and conditions text and then closed the chat.

That said, if what they say and believe was right .. They would have had the decency to at least give me back what I deposited !! The bonus I played was free spins but I couldn't turn it all over.

The winnings I made of 600 euros I made playing with my money, without any bonus.

Regarding my friend's account, I know that he also had a similar experience but that he made a complaint, sent several emails ..

Buongiorno,

Salve Kristina, mi hanno risposto a che loro fornendomi il testo dei termini e delle condizioni, ma il problema è che il mio amico ha effettuato l’accesso a casa mia ma non abbiamo mai creato un doppio account siamo due persone completamente diverse!! Inoltre, non ho comunicato granché con l’assistenza di Wazamba perché mi hanno mandato copia del testo dei termini e condizioni e poi hanno chiuso la chat.

Detto questo, se ciò che loro dicono e ritengono fosse giusto.. Avrebbero avuto la decenza almeno di restituirmi quello che Ho depositato!! Il bonus che ho giocato erano dei free spins ma non sono riuscita a rigirarlo tutto.

La vincita che ho fatto di 600 euro l’ho fatta giocando con i miei soldi, senza alcun bonus.

Per quanto riguarda l’account del mio amico, so che anche lui ha avuto un esperienza simile ma che ha fatto un reclamo, mandato diverse mail..

Thank you for your reply and email, Silvia. Could you please confirm that you used your own and correct personal details (name, home address, email address, phone number, etc.) when creating an account?

I confirm that I have used the correct data

Si confermo di aver utilizzato i dati corretti

Hello Cristina, I forwarded you the email that Wazamba sent me yesterday.

They decided to refund what I deposited, but that's not fair .. I won 600 euros !!! It is not fair not to pay my winnings because they believe that I am a duplicate account .. I hope you will give me an answer soon ..

Buongiorno Cristina, ti ho inoltrato la mail che Wazamba mi ha inviato ieri.

Hanno deciso di rimborsarmi quanto ho depositato, ma non è giusto.. io ho vinto 600 euro!!! Non è giusto non pagare la mia vincita perché loro credano che io sia un account duplicato.. Spero che tu mi dia presto risposta..

Thank you very much Silvia for your reply. I will now transfer your complaint to my colleague Nick (nikolas.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I await your reply, thanks.

Attendo un vostro riscontro, grazie.

Hello Silvia,

I'm Nick and I'll be assisting you from now on. I would like to ask Wazamba Casino to join us and help us resolve the player's issue.

Good morning,

Thanks so much. I would like to challenge the "duplicate account" charge and get the money I won. That is, 600 euros.

Blocking my account and not giving me a chance to prove that I am Silvia and I am one person is mean and scam.

If Wazamba Casino intends to proceed with this thesis, without asking me to provide him with proof to the contrary, it means that the intention is no longer to protect himself but to avoid paying the winnings to the players.

I am seriously disgusted by this attitude, I await a reply.

kind regards.

Buongiorno,

Grazie mille. Io vorrei contestare l’accusa di "account duplicato" e ottenere i soldi che ho vinto. Ovvero, 600 euro.

Bloccarmi l’account e non darmi la possibilità di dimostrare che sono Silvia e sono una sola persona è meschino e truffaldino.

Se Wazamba Casinó ha intenzione di procedere con questa tesi, senza chiedermi di fornirgli dimostrazione del contrario vuol dire che l’intenzione non è più quella di tutelarsi ma quella di evitare di pagare le vincite ai giocatori.

Sono seriamente schifata da questo atteggiamento, attendo un riscontro.

cordiali saluti.

Hello Silvia and Nick,

Thank you for reaching out!

We would like to inform you that after the investigation our system recognized the customer’s account as duplicate. However, we understand that there is might be no issue if the two individual players involved.

Therefore, the verification request was sent to the customers in question and once the requested information is collected we will be able to proceed with the payment.

Should you have any questions, please, do not hesitate to contact us!

Sincerely,

Wazamba.com

Good evening, I received the email from Wazamba regarding the data and I sent everything.

I await an answer regarding the receipt of my 600 euro winnings.

Buonasera, ho ricevuto la mail da Wazamba inerente i dati e ho inviato tutto.

Attendo risposta in merito alla ricezione della mia vincita di 600 euro.

Hello Silvia,

Thanks for the info. Let us know in case the casino would respond to the sent documents and keep us updated. Regards,

Nick

Hi Nick, the Casino has responded to the sending of the documents informing them that they are verifying and they will give me an answer ..

A thousand thanks

Ciao Nick, il Casinó ha risposto all’invio dei documenti avvisando che stanno verificando e mi forniranno risposta..

Grazie mille

Setting back the timer to you until you get the respond from the casino.

Okay thanks

Va bene, grazie

Hello, I haven't received the money from Wazamba yet

Buongiorno, non ho ancora ricevuto il denaro da Wazamba

Hello, I haven't received the money from Wazamba yet. How long will I have to wait any longer? I have sent all the documents.

Buongiorno, non ho ancora ricevuto i soldi da Wazamba. Quanto tempo dovrò aspettare ancora? Ho inviato tutti i documenti.

Hello, I just wrote to Wazamba and they replied that they are still doing some checks on my documents.

How long will I have to wait? Can you answer me too please?

Buongiorno, ho appena scritto a Wazamba e mi hanno risposto che stanno ancora facendo delle verifiche sui miei documenti.

Quanto ancora dovrò aspettare? Potete rispondermi anche voi per favore?

Hello Silvia,

Sorry for the longer wait but we usualy do not respond on weekends and I was off on Friday. What exactly did the casino respond - could you please forward the communication with them to nikolas.b@casino.guru?

I would like to ask Wazamba Casino too to specify when could the player expect the money.

Hi Nick, I'll email you everything.

thank you very much and sorry for the inconvenience,

kind regards

Ciao Nick, ti inoltro tutto tramite e-mail.

grazie mille e scusami per il disturbo,

cordiali saluti

Dear Nikolas, I have forwarded to you the answers that Wazamba Casino has provided me with. To date, however, I have not yet received my 600 euros.

How can we proceed?

Gentile Nikolas, ti ho inoltrato le risposte che Wazamba Casino mi ha fornito. Ad oggi, non ho ancora ricevuto però i miei 600 euro.

Come possiamo procedere?

Dear all,

Thank you for your patience!

Be informed that all the requested documentation for both customers was received and the accounts were successfully verified. The payout will be processed tomorrow.

We apologize for the inconveniences caused and thank each party involved for the cooperation and patience!

If you have any questions, please, do not hesitate to contact us!

Sincerely,

Wazamba.com

Thanks to you, we await the payments,

and above all thanks to Nikolas from CasinoGuru,

Greetings

Silvia

Grazie a voi, attendiamo i pagamenti,

e sopratutto grazie a Nikolas di CasinoGuru,

Saluti

Silvia

Buongiorno,

Vorrei comunicare che ho finalmente ricevuto i 600 euro da Wazamba, vi ringrazio infinitamente per l’impegno.

Ringrazio moltissimo Nikolas per l’aiuto che mi ha fornito, siete bravissimi!!!

GRAZIE GRAZIE GRAZIE

Hello Silvia,

Thank you very much for the confirmation and I'm really glad that you received your money. Please do not hesitate to contact us if you would come across any other trouble again in the future, we will gladly try to help you. The complaint will be now closed as resolved.

Regards,

Nick