Wazamba Casino - El jugador exige un reembolso después de que su solicitud de autoexclusión fuera ignorada.

After big losses i requested a self exclusion at Wazamba in 08.08.2025 due to my gambling addiction in a first email: The casino replied to my mail and asked for a reason for the ban. I unmistakenly answered that the ban is to happen due to gambling addiction.

Upon this no further action was taken and i lost a sum of 1590 at wazamba (3090 deposits // 1500 withdrawals). I demand that Wazamba casino takes responsibility for not closing my account as soon as i opened up to them about my gambling addiction and refunds my losses of 1590 EUR.

Please help me with this case,

Regards Gandhi1988

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear gandhi1988,

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

Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Has your account been closed, or is it still active?
• Has your account ever been closed after your initial request in August 2025? If it was closed, did you reopen your account?
• Could you please forward me all self-exclusion requests that you sent, along with the casino's response? My email address is jean.s@casino.guru.

These details will help us understand whether there was a failure in enforcing responsible gambling measures or if there were any other factors involved.

I hope we will be able to help you to resolve this issue.

Thank you in advance for your reply.

Best regards,

Jean

Hello Jean,

Has your account been closed or is it still active?

• It is still active

Was your account ever closed after your initial request in August 2025? If it was closed, did you reopen it?

• So I still have access to the account today.

Could you please forward all self-exclusion requests you sent, along with the casino's response?

• I forwarded the emails to you verbatim, which clearly state that I have self-excluded due to gambling addiction. I explicitly stated this: "The reason is gambling addiction." In response, I received an email from the casino with the subject "Account is closed."

Thanks

Gandhi 1988

Hallo Jean,

Wurde Ihr Konto geschlossen oder ist es noch aktiv?

• Es ist nach wie vor aktiv

Wurde Ihr Konto nach Ihrer ersten Anfrage im August 2025 jemals geschlossen? Falls es geschlossen wurde, haben Sie Ihr Konto wiedereröffnet?

• s.o. ich habe heute immer noch Zugriff auf den Account

Könnten Sie mir bitte alle von Ihnen gesendeten Anträge auf Selbstsperrung zusammen mit der Antwort des Casinos weiterleiten?

• Ich habe die Emails an Sie 1zu1 weitergeleitet aus denen hervorgeht, dass ich eine Sperre aufgrund von Spielsucht erstellt habe. Dies wird von mir unmissverständlich geschrieben: "The reason is gambling addiction". Als Antwort habe ich eine Email vom Casino erhalten mit dem Betreff "Konto ist geschlossen"

Danke

Gandhi1988

Thank you for the emails, gandhi1988.

I can see here that the casino replied on the same day to your request on August 8, 2025 informing you that any funds in your gaming account will be voided during the account closure process and that they need your confirmation to proceed to close your account. I could not see messages after that.

Could you please forward your response to that message or any relevant communication to jean.s@casino.guru?

If your account was not closed in August 2025, did you send any other account closure requests after that (chat or email)? Please post it here to send it to my email.

I forwarded it to you. I actually asked several times and even received a reply stating that the account is closed.

But it wasn't

Habe es dir weitergeleitet. Ich habe wirklich mehrmals nachgefragt und sogar die Antwort erhalten; dass das Konto geschlossen ist.

War es aber nicht

The casino has now offered me a €450 refund. I replied that I would like the full amount, as it was their mistake.

Unfortunately, there has been no response since then.

Das Casino hat mir jetzt 450€ Rückerstattung angeboten.. Ich habe geantwortet, dass ich gerne die volle Summe möchte, da es ihr Fehler war.

seitdem leider keine Antwort mehr

Dear gandhi1988

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, Igor, (igor.p@casino.guru). 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,

Jean

Dear gandhi1988,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Wazamba Casino and I hope that together we will come to a successful resolution of your issue.

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 possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello, the casino has offered a refund.

Since my original bank account was closed, I requested a crypto payout.

I will report back as soon as it arrives.

Hallo, das Casino hat eine Rückerstattung angeboten.

da mein ursprüngliches Bankkonto geschlossen wurde, habe ich um eine crypto Auszahlung gebeten.

Ich werde berichten sobald diese angekommen ist

It arrived.

can lead to

Kam an.

kann zu

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gandhi1988,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor