Wazamba Casino - L'account del giocatore è stato bloccato dopo aver vinto il jackpot.

Hello. On May 15th, I hit a jackpot of €62,000. As of today, my gaming account still has €30,000, but I can no longer access it.

Buongiorno. Ho fatto un jackpot di 62000 euro il 15 maggio. Ad oggi sul conto gioco ci sono ancora 30000 euro ma non mi fa più accedere.

Dear omarfalasca,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player of the casino? 
• Was your account verified?
• Were you in contact with casino support regarding the issue? What was the explanation given for blocking your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a 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,

Tomas

Good morning Tomas, I have been playing since February 2024. I hit the jackpot without bonuses. The verification is ok as 22 euros have already been paid. I played slots and live games. I contacted customer service but no explanation was given. Can you have Wazamba intervene to understand better? Thank you

Buongiorno Tomas, gioco da Febbraio 2024. Ho fatto jackpot senza bonus. La verifica è ok in quanto 22 euro sono già stati pagati. Ho giocato a slot e giochi dal vivo. Ho contattato il servizio clienti ma non mi è stata data nessuna spiegazione. Puoi far intervenire Wazamba per capire meglio? Grazie

Good morning. I attach Wazamba's generic response. The reason for the closure is unclear. Can you help me? Since February I have spent 45,000 euros on this casino. Today they paid 3000 euros and definitively closed the gaming account with the remaining balance of 27000 euros. Can you help me?

Buongiorno. allego la risposta generica di Wazamba. Non si capisce il perché della chiusura. Potete aiutarmi? Da Febbraio ho speso su questo casino 45.000 euro. Oggi hanno pagato 3000 euro e chiuso definitivamente il conto gioco con saldo rimanente è di 27000 euro. Potete aiutarmi?

@tomas can you help me?

@tomas puoi aiutarmi?

Since February I have deposited around 45,000 euros and they have always paid me my winnings. Since they closed my account after the jackpot, the VIP manager has blocked me on telegram and they don't respond

Da Febbraio ho depositato circa 45000 euro e mi hanno sempre pagato le vincite. Da quando mi hanno chiuso il conto dopo il jackpot il vip manager mi ha bloccato su telegram e non rispondono

I also attach the photo of the jackpot won on May 15th

Allego anche la foto del jackpot vinto il 15 maggio

I also attach the chat with the VIP manager who states that as of June 20th there were 31,000 euros present

Allego anche la chat con il vip manager che afferma che al 20 giugno erano presenti 31000 euro

Thank you very much, omarfalasca, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Stefan (stefan.m@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 omarfalasca,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Wazamba Casino representative to join this conversation and participate in resolving this complaint.

Dear Wazamba Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Thank you very much Stefan, I also attach the screen shot of the balance

Grazie mille Stefan, ti allego anche lo screeb shot del saldo

To be fair @stefan I ask you to change the amount of the claim, the casino paid 3 pending withdrawals and now the missing balance is 27000. Thanks

Per correttezza @stefan ti chiedo di modificare l importo del reclamo, il casino ha pagato 3 prelievi pending ed ora il saldo mancante è di 27000. Grazie

Hello omarfalasca,

Thank you for the provided information. I have changed the disputed amount to 27043€.

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.

Dear Customer,

Thank you for reaching out.

We would like to inform you that in order for us to create manual withdrawals of your balance in accordance with the withdrawal limits stated in our Terms and Conditions, we need you to provide us with your bank information. An email was sent to you today in which you can reply with your bank information. Looking forward to your reply.

Best regards,

Wazamba.com

Dear Customer,

Thank you for your reply.

We would like to inform you that we initiated 3 payments for 500 EUR each.

Best regards,

Wazamba.com

Can you tell me how I will receive and when I will receive the remaining part?

Potete indicarmi come riceverò e quando riceverò la restante parte?

Hello omarfalasca,

The casino states in its terms and conditions that they will pay a maximum of 20k € per month and a customer may have a maximum of 3 (three) pending withdrawals on the account.

"6.12 The minimum withdrawal amount per transaction is EUR 10 (ten). The maximum withdrawal amount is EUR 20,000 (twenty thousand) per month. You can find your current withdrawal limit in your account profile.

6.13 At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account."

Dear Wazamba Casino,

Would you be able to pay the player 20k € per month?

I'll be awaiting your reply.

Good morning, we confirm receipt of the first 3 payments. When and how will the other 25,500 euros be paid?

Buongiorno si conferma la ricezione dei primi 3 pagamenti. Gli altri 25.500 euro quando e come verranno pagati?

Dear Customer,

Please be informed that the next 3 payments were created and paid from our side today (24.07.2024).

Best regards,

Wazamba.com

Good morning, today we confirm partial receipt of payments. The remaining balance as of today is 22,543 euros. Can I ask Wazamba when they will make the other payments?

Buongiorno ad oggi si conferma la ricezione parziale dei pagamenti. Il saldo rimante alla data odierna è di 22.543 euro. Posso chiedere a Wazamba quando faranno gli altri pagamenti?

Dear Customer,

Thank you for your patience.

We would like to inform you that the next set of withdrawals was created and initiated from our side.

Best regards,

Wazamba.com

@Stefan hi! Can you ask wazamba when they will pay the remainder of the winnings? They still don't answer that question. To date, the remaining balance in my favor is 21,543 euros. Thank you

@ Stefan ciao! Puoi chiedere a wazamba quando pagheranno la rimanenza della vincita? Continuano a non rispondere a queata domanda. Ad oggi il saldo residuo a mio favore è di 21.543 euro. Grazie

Hello omarfalasca,

As I have mentioned above, the casino has a monthly withdrawal limit of 20k€ per month. The maximum number of active transactions is capped at three transactions.

Dear Wazamba Casino,

Would you be able to follow your terms and conditions and pay the player 20k€ per month? This should not take more than a month and a few days to withdraw 21543€.

I'll be awaiting your reply.

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.

@Stefan to date the remaining balance is 20,043 euros. Can you change the amount of the claim to be correct? Thank you

@Stefan ad oggi il saldo rimasto è di 20.043 euro. Puoi modificare per correttezza l' importo del reclamo? Grazie

Attached is what I just received from Wazamba. My documents have already been verified in June 2024. They ask for a bank statement.

Si allega quanto appena ricevuto da Wazamba. La verifica dei miei documenti è già stata fatta nel mese di Giugno 2024. Chiedono estratto conto bancario.

It seems very strange that just now after paying out more than 30,000 in winnings they ask me for this information

Sembra molto strano che proprio ora dopo aver pagato più di 30000 di vincite mi chiedano queste informazioni

@stefan hi, I ask for your help.

Wazamba asks me for more bank documents, now I have uploaded more documents inside their site.

They're driving me crazy

I attach a screenshot with today's date and time and the remaining balance in my favor.

I'll also send it to your email stefan.m@casino.guru documents uploaded to their platform

I ask you to intervene to help me. Thank you very much for your help

@stefan ciao, chiedo il tuo aiuto.

Wazamba mi chiede altri documenti bancari, ora ho caricato altri documenti all'interno del loro sito.

Mi stanno facendo impazzire

ti allego screenshot con data e ora odierna ed il saldo rimanente a mio favore.

Invio anche alla tua mail stefan.m@casino.guru i documenti caricati sulla loro piattaforma

Ti chiedo di intervenire per aiutarmi. Grazie mille per il tuo aiuto

Dear Wazamba Casino,

Could you confirm if you have received all the necessary documents from the player to verify his account and continue the withdrawal process?

I'll be awaiting your reply.

Dear all,

Thank you for your patience.

Please be informed that we are currently in the process of checking the provided documents. We will inform you as soon as we have any updates.

Best regards,

Wazamba team

Dear Customer,

Thank you for providing us with the documents.

Upon further review, we would like to inform you that not all the deposits made to our website are shown on the bank statement sent by you.

Best regards,

Wazamba.com

Good morning everyone. I attach the request sent to the bank via certified mail.

Buongiorno a tutti. Vi allego la richiesta inviata alla banca tramite posta certificata.

I sent the account statements of the movements to the following email addresses:

support@wazamba.com And stefan.m@casino.guru ,can you tell me if you received them?

Thank you

ho inviato gli estratti conto dei movimenti ai seguenti indirizzi mail :

support@wazamba.com e stefan.m@casino.guru ,mi dite se li avete ricevuti?

Grazie

Dear Customer,

Thank you for your reply.

Unfortunately, we have yet to receive the email from you. Additionally, we would like to inform you that the files can be uploaded in the verification section of your profile.

Best regards,

Wazamba.com

Good morning everyone. Can we speed up the process? I won the jackpot on May 15th, over three months ago. Stefan, can you help me by asking Wazamba to speed up the process?

Buongiorno a tutti. Possiamo velocizzare i tempi? Ho vinto il jackpot il 15 maggio, oltre tre mesi fa. Stefan puoi aiutarmi chiedendo a Wazamba di accelerare i tempi?

Dear Customer,

Thank you for your reply.

As we have previously mentioned, the document should uploaded in the verification section of your profile.

Best regards,

Wazamba.com

Good morning! It is not possible to upload them from your site. I have sent them to you many times by email. @Stefan can you intervene? It's been 4 months since I made this jackpot, please Stefan can you do something?

Buongiorno! Dal vostro sito non è possibile caricarli. Ve li ho mandati molte volte via mail. @Stefan puoi intervenire tu? Sono 4 mesi che ho fatto questo jackpot, per favore Stefan puoi fare qualcosa?

Dear Customer,

Thank you for contacting us.

We are really sorry for what you encounter when trying to upload the bank statement of transactions from 15th April to 31st May in pdf format.

We would kindly request you to provide us a screenshot of the anomaly you encounter when trying to upload the document.

Thank you in advance.

Yours sincerely,

Customer service

Good morning! You told me in your email that I could also send them via email. I already sent everything on August 24th.

Buongiorno! Mi avete detto nella vostra mail che potevo inviarle anche via mail. Ho già inviato tutto il 24 agosto.

Hello omarfalasca,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Wazamba Casino,

Could you state why the pdf file sent via email is not sufficient? Why does the player need to upload the files via the verification section when it's not working for him?

I'll be awaiting your reply.

Dear Customer,

We would like to inform you that we didn't receive the email sent by you the indicated day.

We would kindly request to re-send it as we endeavour to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,

Customer Service

@Stefan did you receive it? I sent it to you in copy too

@Stefan tu la hai ricevuta? La ho mandata anche a te in copia conoscenza

Hello omarfalasca,

I received the email on the 24th of August.

Dear Wazamba Casino,

Could you look at it again if you received the email on the 24th of August?

I'll be awaiting your reply.

Dear Customer,

Could you please make sure you are using the registered email to provide files pertaining to your account verification? Otherwise we are not able to connect the files provided to an account in our system. Thank you in advance.

Best regards,

Wazamba.com

As you can see in the screenshot of the previous post you can see that the email was sent from the address used to register on your casino

Come vedi nello scren shot del post precedente puoi notare che è stata inviata la mail dall' indirizzo utilizzato per registrarmi sul vostro casino

Hello omarfalasca,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

@wazamba did you receive your bank statements?

@wazamba hai ricevuto gli estratti conto?

@ wazamba have you done the checks? It's been over 4 months since the jackpot win

@ wazamba avete fatto i controlli? Sono passati oltre 4 mesi dalla vincita del jackpot

Dear Wazamba Casino,

Could you confirm whether you received the email?

I'll be awaiting your reply.

Dear Stefan,

We would like to inform you that we did receive the forwarded email. We forwarded the documents to be checked by the relevant department.

Best regards,

Wazamba.com

Dear Wazamba Casino,

Thank you for your response and the information provided.

Please inform us as soon as possible about the outcome.

Dear Customer,

Thank you for your patience.

We would like to inform you that upon checking the documents, we can see that they are all modified and show only what could be the deposits to the casino.

We want to reiterate our request and remind you that the documents need to provided in original PDF format with all transactions visible.

Best regards,

Wazamba.com

Dear Wazamba Casino,

Could you provide us with the edited documents? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the information.

They were provided directly by the bank and have not been modified. They are the credit card statements used to make the deposits. @stefan I sent you the same documents sent to wazamba again.

Sono stati forniti direttamente dalla banca e non sono stati modificati. Sono gli estratti conti delle carte di credito usate per effettuare i depositi. @stefan ho inviato di nuovo anche a te gli stessi documenti inviati a wazamba.

Dear Stefan,

Please be informed that we sent you an email to stefan.m@casino.guru. Looking forward to your reply.

Best regards,

Wazamba.com

Dear Wazamba Casino,

Thank you for your response and the information provided. I have responded to your email.

Hello omarfalasca,

Thank you for the provided documents. I have checked them, and it appears that they were modified. Could you explain why you modified these documents? Such actions are considered fraud, and they might lead to the rejection of this complaint.

Your understanding is much appreciated.

They have not been modified. They are the original documents sent by the bank. They are the statements only of the credit cards that I used on wazamba.

Non sono stati modificati. Sono i documenti originali inviati dalla banca . Sono gli estratti conto solo delle carte di credito che ho usato su wazamba.

I sent the documents to Matej and your director to check them too. You accused me of having changed the documents.

Ho inviato i documenti per farli controllare anche a Matej e al vostro direttore. Mi avete accusato di aver modificato i documenti.

Hello omarfalasca,

There is a time gap of around 5 hours between the creation and final edition of the document using ILovePDF. Could you provide the casino with the original unedited documents from the bank? Casino also requires all the transactions from and to the casino. You have provided the casino only with the deposits.

I'll be awaiting your reply.

Dear omarfalasca,

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.

Good morning. I also requested the bank statements via registered mail with return receipt. Can I make a video while I open the registered mail so you can see that they have not been modified?

Buongiorno. Ho richiesto anche tramite raccomandata con ricevuta di ritorno gli estratto conto. Posso fare un video mentre apro la raccomandata così vedete che non sono stati modificati?

Dear omarfalasca,

Please make a video of how you download the files (please do not change anything, not even the name of the files), send the files to my email address stefan.m@casino.guru (please CC the casino email too), and end the video. You can send me the video after that.

Thank you very much in advance for providing the information.

@stefan I sent you the video of the screen recording of my phone while I download the files, did you receive it?

@stefan ti ho mandato il video di registrazione dello schermo del cellulare mentre scarico i file, lo hai ricevuto?

Dear omarfalasca,

I have received the video from your side. This video does not include sending the freshly downloaded files to me and the casino. You can redirect the emails including the files to me from the bank email.

Please do not send emails to anyone other than me and the casino, you are spamming other people's inboxes.

Thank you very much for your understanding.