Wazamba Casino - El jugador no puede acceder a su cuenta y solicita un retiro.

Hi, I've been having a problem with Wazamba for over a month now. Since October 2nd, I've been unable to log in to my account.

I've contacted them several times via chat asking for explanations, but they can't tell me why other than that "it's an administrative decision, we can't do anything."

So I asked them to at least withdraw my balance (about €43), and they said they'd let me know via email. But they never actually responded, and since a month has passed, I'm reaching out to you in the hope that you can help me.

Screenshot of the error I receive when trying to log in to my account:

Salve, io da più di 1 mese ho un problema con Wazamba che dal 2 Ottobre non mi fa più loggare al mio conto.

Li ho contattati più volte in chat chiedendo spiegazioni, ma non mi sanno dire il perché se non che "è una decisione amministrativa, non possiamo far nulla".

Allora ho richiesto di farmi almeno prelevare il mio saldo (circa 43 euro), mi hanno detto che mi faranno sapere via email. Ma in realtà non mi hanno mai dato una risposta e dato che ormai è passato un mese mi rivolgo a voi nella speranza che possiate aiutarmi.

Screenshot dell'errore che ricevo quando provo ad accedere al mio conto:

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Dear Spaffle, 

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards  

Petra

Good morning Petra, so:

• I played both slots and sports betting;
• I wasn't asked to verify my documents; in the "verification" section it said it wasn't necessary;
• I accumulated my winnings by playing with my real balance, no bonuses.

Buongiorno Petra, allora:

• ho giocato sia alle slot che alle scommesse sportive;
• non mi è stata chiesta la verifica dei documenti, nella sezione "verifica" c'era scritto che non era necessaria;
• ho accumulato le mie vincite giocando il mio saldo reale, nessun bonus.

Thank you for your reply and for providing the previous details, Spaffle.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I contacted them via chat, where they told me they couldn't do anything about this block but would contact me via email (which they never did). Unfortunately, I don't have a transcript of the chat.

I then contacted them via email asking exactly how much balance I had left in my account since I can no longer log in, and they said they would forward the request to the relevant department and let me know (this happened on October 10th, I haven't heard anything since):

After that, I'm discouraged from contacting them again about withdrawing my money, since they haven't responded to a simple question like "what's my account balance?" in such a long time, and I hope you can help me get my money back on Wazamba.

Li ho contattati via chat dove appunto mi hanno detto che non potevano fare nulla riguardo a questo blocco ma mi avrebbero contattato via email (cosa che non hanno mai fatto). Non ho una trascrizione della chat purtroppo.

Poi li ho contattati via email chiedendogli esattamente quanto mi era rimasto di saldo nel conto dato che non riesco più ad accedere, mi hanno risposto che avrebbero girato la richiesta al dipartimento rilevante e mi avrebbero fatto sapere (questo è successo il 10 ottobre, non ho avuto più alcuna notizia da allora):

Dopo di che, mi sono scoraggiato dal contattarli nuovamente riguardo al prelievo del mio denaro, visto che non rispondono da così tanto tempo a una semplice domanda come: "qual è il saldo del mio conto?" e spero che voi possiate aiutarmi a recuperare i miei soldi su Wazamba.

Dear Spaffle

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, Mirka (miroslava.d@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,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Wazamba Casino representative to join this conversation.

Dear Wazamba Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello all,

Dear Spaffle,

Thank you for the information provided and excuse us for the inconvenience caused from this delay.

We kindly inform you that we have sent you an e-mail in order for you to provide us bank details for manual withdrawal of your funds.

Thank you for your cooperation on the matter.

Best regards,

Wazamba casino team

Hi Wazamba Casino, I replied to the email I received but received this automatic response:

I would like to make sure my response was received correctly.

Thank you

Ciao Wazamba Casino, ho risposto alla mail ricevuta ma ho ricevuto questa risposta automatica:

Vorrei assicurarmi che la mia risposta sia arrivata correttamente.

Grazie

Dear Wazamba Casino,

Could you please confirm, if you have received player's withdrawal information?

Thank you.

Dear Spaffle,

Thank you for your patience.

We would like to kindly inform you that the relevant team is checking your request and we will have updates for you as soon as possible.

Thank you for your understanding.

Best regards,

Wazamba casino team

Dear Spaffle,

Thank you for your patience.

Unfortunately, we could not find any e-mails from you with bank details provided. Please, kindly send us an e-mail to support@wazamba.com with your details included and we will forward the e-mail to our relevant team so to check it as soon as possible.

Thank you so much for your cooperation.

Best regards,

Wazamba casino team

Hi, I sent the data again, this time to the email address indicated. support@wazamba.com

I await your response, thank you.

Salve, ho inviato i dati nuovamente, stavolta all'indirizzo email indicato support@wazamba.com

Attendo risconto, grazie

Dear Wazamba Casino,

Could you please confirm, if you have received player's email?

Dear Spaffle,

Thank you for the information provided.

We kindly inform you that we are checking it with the relevant team and we will have updates for you as soon as possible.

Thank you for your understanding.

Best regards,

Wazamba casino team

I confirm that the withdrawal was finally paid by the casino.

Thank you Casino Guru for your help and thank you Wazamba for refunding my balance.

Confermo che il prelievo è stato finalmente pagato dal casinò.

Grazie Casino Guru per l'aiuto e grazie Wazamba per avermi restituito il saldo.

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

Dear Spaffle,

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,

Mirka