Wazamba Casino - El monto de retiro del jugador se reduce y se retrasa.

I am writing to you in order to file a formal complaint regarding a discrepancy I have experienced when making a withdrawal of funds through the Wazamba platform (https://wazamba-6893.com/es/), which has not been resolved despite my attempts to obtain clarification from the company. Below, I detail the facts and inconsistencies that have occurred: 1. Details of the withdrawal made: Date of the withdrawals: Saturday, December 7, 2024 and Sunday, December 8, 2024. Requested amount: In total, I made two withdrawal requests for S/. 2,000 each, for a total of S/. 4,000. Amount received: I only received S/. 3,442.58 in my bank account, leaving a discrepancy of S/. 558.42. 2. Additional issue with fees: Aside from the discrepancy in the amount received, I noticed that my bank charged me a $25 fee for receiving a payment from abroad. This fee had not been applied to previous withdrawals, where the funds arrived in full and without any additional charges. After investigating with my bank, they informed me that the payment was processed as a "payment from abroad," which led to the charge of said fee. I mean, the bank has every right to charge $25 if a payment is made from abroad, the problem here is that the previous withdrawals I made on Wazamba they NEVER charged me that and there was never an additional discount, the strange thing here is that in this last withdrawal, Wazamba deposited the money into my account as if it were a payment from abroad and they had never done it that way, additionally there was a discount that NEVER should have happened. 3. Inconsistencies with the withdrawal process: In my previous withdrawals from the Wazamba platform, there were no additional charges or third-party commissions, and the funds arrived in full without any inconvenience. In this last withdrawal, the transfer was processed differently, which caused both the reduction in the amount received (558.42 soles less) and the unexpected charge of the $25 bank commission. As additional information, since I had previously made withdrawals in Wazamba, my account is already saved on the page, however this process underwent a change in its configuration within the Wazamba platform, since, instead of using the usual data for the transfer (THOSE THAT WERE ALREADY SAVED WITHIN), they asked me for the BIC code, which seemed strange to me, but I decided to complete the process according to the instructions. APPARENTLY, my money has passed through the hands of third parties, Interbank informed me by call that they received ONLY the amount reflected in my bank statement, that is, that Interbank only received 3,442.58 soles.

Me dirijo a ustedes con el fin de presentar una queja formal por una discrepancia que he experimentado al realizar un retiro de fondos a través de la plataforma Wazamba (https://wazamba-6893.com/es/) , la cual no ha sido resuelta a pesar de mis intentos de obtener una aclaración por parte de la empresa. A continuación, detallo los hechos y las inconsistencias que han ocurrido: 1. Detalles del retiro realizado: Fecha de los retiros: Sábado 7 de diciembre de 2024 y domingo 8 de diciembre de 2024. Monto solicitado: En total, realicé dos solicitudes de retiro por 2,000 soles cada una, sumando un total de 4,000 soles. Monto recibido: Solo recibí 3,442.58 soles en mi cuenta bancaria, lo que dejó una discrepancia de 558.42 soles. 2. Problema adicional con las comisiones: Aparte de la discrepancia en el monto recibido, noté que mi banco me cobró una comisión de 25 dólares por recibir un pago del exterior. Esta comisión no había sido aplicada en retiros anteriores, donde los fondos llegaron completos y sin ningún cargo adicional. Después de investigar con mi banco, me informaron que el pago fue procesado como un "pago del exterior", lo que ocasionó el cobro de dicha comisión. Ósea , el banco tiene todo el derecho de cobrar 25 dólares si se realiza un pago desde el exterior , acá el problema es que los retiros anteriores que hice on Wazamba JAMAS me cobraron eso y jamás hubo un descuento adicional , lo raro acá es que en este ultimo retiro , wazamba deposito el dinero a mi cuenta como si fuese un pago del exterior y nunca lo habían hecho así , adicionalmente hubo un descuento que JAMAS tuvo que haber pasado 3. Inconsistencias con el proceso de retiro: En mis retiros anteriores desde la plataforma Wazamba, no se presentaron cargos adicionales, ni comisiones de terceros, y los fondos llegaron completos sin ningún inconveniente. En este último retiro, la transferencia fue procesada de forma diferente, lo que ocasionó tanto la reducción en el monto recibido (558.42 soles menos) como el cobro inesperado de la comisión bancaria de 25 dólares. Como dato adicional , como yo ya había hecho retiros anteriormente en Wazamba , mi cuenta ya esta guarda en la pagina , sin embargo este proceso sufrió un cambio en su configuración dentro de la plataforma Wazamba, ya que, en lugar de utilizar los datos habituales para la transferencia (LOS QUE YA ESTANA GUARDADOS DENTRO DE) , me solicitaron el código BIC, lo cual me pareció extraño, pero decidí completar el proceso de acuerdo a las indicaciones. APARENTEMENTE , mi dinero a pasado por manos de terceros , interbank me informo por llamada que ellos recibieron UNICAMENTE el monto reflejado en mi extracto bancario , es decir , que interbank solamente recibió 3,442.58 soles

Dear Juanca,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a screenshot of your casino profile showing the withdrawals you made on 7 and 8 December?

Could you also kindly forward me your bank statement starting from 7 December until today? My email address is veronika.f@casino.guru.

Am I correct in understanding that you made two separate withdrawal requests but the casino paid you the entire sum in a single transaction?

Have you contacted customer support to ask why you received less money than you requested?

Did you accumulate your winnings with or without a bonus?

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

Best regards

Veronika

Answering your questions:

1) Yes, I can send you the information by this means or by the email that you indicated to me. I would like to highlight an important detail: as you can see in the attached image, the withdrawal of S/600 arrived intact, and the transaction clearly indicates that the method used was "Bank Transfer". However, in the two withdrawals of S/2,000 each, there is no indication in this regard. In both cases, I requested the withdrawal by bank transfer, but this time I was asked to enter the BIC code, which had never been necessary before. All my data was already saved on the platform to facilitate withdrawals. This change in the process coincided exactly with the reduction of the balance received, without being informed about a modification in the procedure or about possible applied commissions.

2) When I filed my claim, I attached my bank statement. However, if necessary, I can resend it by mail.

3) You are correct. In fact, in the bank statement it can be seen that the withdrawal of S/600 was credited one day after the request and without any discounts. On the other hand, the withdrawals of S/2,000 were credited five days later, under a different name in the description of the charge, with amounts discounted and merged into a single operation, despite the fact that separate requests were made.

4) Yes, I have been checking with my bank for some time now. Currently, the bookmaker is no longer responding to my requests. At the time, I was informed that the problem was the responsibility of the bank and that they gave me the full amount. However, when I spoke to my bank, they confirmed that they have nothing to do with the discounts and that they only processed the amount they received. In addition, the change in the withdrawal procedure coincides exactly with this reduction in the credited amounts, which reinforces my certainty that the problem is not with my bank.

5) I have played with bonuses on the platform before. However, the S/4,000 in question does not come from bonuses, but from my own money and legitimate profits obtained through my bets.

I remain attentive in case you need more information. I am complaining with evidence and basis, since these types of situations are unfair and show how some bookmakers take advantage of those who do not have a strong voice to defend their rights.

Respondiendo a sus preguntas:

1) Sí, les puedo enviar la información por este medio o por el correo que me indicaron. Quisiera resaltar un detalle importante: como pueden ver en la imagen adjunta, el retiro de S/600 llegó intacto, y en la transacción se indica claramente que el método utilizado fue "Transferencia Bancaria". Sin embargo, en los dos retiros de S/2,000 cada uno, no aparece ninguna indicación al respecto. En ambos casos, solicité el retiro por transferencia bancaria, pero en esta oportunidad se me pidió ingresar el código BIC, lo cual nunca antes había sido necesario. Todos mis datos ya estaban guardados en la plataforma para facilitar los retiros. Este cambio en el proceso coincidió exactamente con la reducción del saldo recibido, sin que se me informara sobre una modificación en el procedimiento ni sobre posibles comisiones aplicadas.

2) Cuando presenté mi reclamo, adjunté mi extracto bancario. No obstante, si es necesario, puedo reenviarlo por correo.

3) Usted está en lo correcto. De hecho, en el extracto bancario se puede observar que el retiro de S/600 fue acreditado un día después de la solicitud y sin descuentos. En cambio, los retiros de S/2,000 fueron acreditados cinco días después, bajo un nombre diferente en la descripción del cargo, con montos descontados y fusionados en una sola operación, a pesar de que se hicieron solicitudes separadas.

4) Sí, he consultado con mi banco desde hace tiempo. Actualmente, la casa de apuestas ya no responde a mis solicitudes. En su momento, me informaron que el problema era responsabilidad del banco y que ellos entregaron el dinero completo. Sin embargo, cuando hablé con mi entidad bancaria, me confirmaron que no tienen nada que ver con los descuentos y que solo procesaron el monto que recibieron. Además, el cambio en el procedimiento de retiro coincide exactamente con esta reducción en los montos acreditados, lo que refuerza mi certeza de que el problema no está en mi banco.

5) En la plataforma he jugado con bonos en otras ocasiones. No obstante, los S/4,000 en cuestión no provienen de bonos, sino de mi propio dinero y de ganancias legítimas obtenidas mediante mis apuestas.

Quedo atento en caso necesiten más información. Estoy reclamando con base y evidencia, ya que este tipo de situaciones son injustas y muestran cómo algunas casas de apuestas se aprovechan de quienes no tienen una voz fuerte para defender sus derechos.

Thank you very much, Juanca, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you Juanca for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wazamba Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Wazamba Casino Team, I am writing to you to follow up on an issue that I have been trying to resolve with your customer service for some time (emails and live chat), without getting a clear answer.

I am waiting for the solution that Wazamba Casino will provide regarding this issue, so I would appreciate a prompt response with detailed information about the status of my case.

Equipo de Wazamba Casino , me dirijo a ustedes para dar seguimiento a un problema que he estado intentando resolver con su servicio de atención al cliente desde hace tiempo (correos y chat en vivo ) , sin obtener una respuesta clara.

Estoy a la espera de la solución que Wazamba Casino brindará respecto a este inconveniente, por lo que agradeceré una pronta respuesta con información detallada sobre el estado de mi caso.

Dear all,

Thank you for reaching out!

We would like to express that we are sorry to hear that your experience with the website has been less than satisfying.

Please be informed that our platform does not have fees for the withdrawals, and such fees might depend on the bank of the customer. We suggest that the customer reaches out to their bank in order to get more information regarding any additional fees or charges.

Thank you for your understanding!

Best regards,

Wazamba team

Dear Wazamba team,

I am contacting you due to an irregularity in my last withdrawal. The amount received in my bank account was significantly lower than requested, even though both my bank and Wazamba claim not to have applied any fees.

Given this situation, it is clear that someone must have deducted some of my money. As we know, Wazamba is the entity that processes and sends the payments, but the one directly responsible for transferring the funds to my bank account is its withdrawal provider. This means that if the funds were reduced in the process, the responsibility still falls on Wazamba, since it is its provider who manages the transfers.

It is important to note that the withdrawal process has changed. Previously, no BIC code was requested and my account was saved on the platform, which indicates modifications in their system. Following these changes, discounts began on my withdrawals, which raises several questions:

Is the withdrawal provider that processed my last withdrawal the same one that you have worked with on my previous transactions?

If you have changed providers, can you tell me which one they currently have and how long they have been operating?

If the supplier remains the same, what changes have they made to the checkout process that have resulted in these discounts?

If the provider or intermediary banks have started charging fees, why were users not informed beforehand?

If Wazamba maintains that it does not apply fees and my bank also confirms this, then the only party responsible for these discounts is your withdrawal provider, which remains an extension of the service you provide. Therefore, it is your responsibility to provide a clear explanation of what happened.

I look forward to a detailed response and a solution to this problem.

Estimado equipo de Wazamba,

Me comunico con ustedes debido a una irregularidad en mi último retiro. El monto recibido en mi cuenta bancaria fue significativamente menor al solicitado, a pesar de que tanto mi banco como Wazamba afirman no haber aplicado ninguna comisión.

Ante esta situación, es evidente que alguien debió haber descontado parte de mi dinero. Como bien sabemos, Wazamba es la entidad que procesa y envía los pagos, pero el encargado directo de transferir los fondos a mi cuenta bancaria es su proveedor de retiro. Esto significa que, si los fondos fueron reducidos en el proceso, la responsabilidad sigue recayendo en Wazamba, ya que es su proveedor quien gestiona las transferencias.

Es importante recalcar que el proceso de retiro ha cambiado. Antes, no se solicitaba código BIC y mi cuenta estaba guardada en la plataforma, lo que indica modificaciones en su sistema. A partir de estos cambios, comenzaron los descuentos en mis retiros, lo que plantea varias dudas:

¿El proveedor de retiros con el que procesaron mi último retiro es el mismo con el que han trabajado en mis transacciones anteriores?

Si han cambiado de proveedor, ¿pueden indicarme cuál es el actual y desde cuándo opera?

Si el proveedor sigue siendo el mismo, ¿qué cambios ha realizado en el proceso de retiro que han generado estos descuentos?

En caso de que el proveedor o los bancos intermediarios hayan comenzado a aplicar comisiones, ¿por qué no se informó previamente a los usuarios?

Si Wazamba mantiene que no aplica comisiones y mi banco también lo confirma, entonces el único responsable de estos descuentos es su proveedor de retiro, el cual sigue siendo una extensión del servicio que ustedes brindan. Por lo tanto, es su responsabilidad proporcionar una explicación clara sobre lo ocurrido.

Quedo a la espera de una respuesta detallada y una solución a este problema.

Dear Wazamba Casino representative, would it be possible to provide any evidence that this fee was not the result of your withdrawal process? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Juanca,

In order to proceed with our investigation, I’d like to ask if you happen to know anyone else who plays at Wazamba Casino or if you’ve had any previous interactions with other users on our platform that may be relevant to your case. We have some suspicions regarding potential collusion with other users, and understanding your connections could be helpful in clarifying the situation.

Your cooperation is greatly appreciated, and we are here to support you in seeking a fair resolution.

Regarding the question about possible collusion, I want to clarify a few points. Like any good bookmaker, Wazamba has been a reliable option IN ITS TIMES, and for this reason I have recommended the platform to several friends and family. However, the suggestion of collusion is somewhat surprising to me and, in my opinion, seems more like a strategy to damage the reputation of certain bookmakers.

That being said, I would like to ask you: Have you reviewed the evidence I have in my possession? While there may be other users with similar or other issues, this does not justify writing off the situation as "possible collusion" without taking into account the evidence. If I did not have concrete evidence, it might be reasonable to speculate about collusion, but in this case, my evidence shows that Wazamba (or its withdrawal provider) is taking funds from my account, which could be affecting other users as well.

I hope you take into account the seriousness of the situation and the evidence I have presented.

En relación con la pregunta sobre la posible colusión, quiero aclarar algunos puntos. Como cualquier buena casa de apuestas, Wazamba ha sido una opción confiable EN SU MOMENTO , y por ello recomendé la plataforma a varios amigos y familiares. Sin embargo, la sugerencia de colusión me resulta algo sorprendente y, en mi opinión, parece más una estrategia para dañar la reputación de ciertas casas de apuestas.

Dicho esto, quisiera preguntarles: ¿Han revisado las evidencias que tengo en mi poder? Si bien pueden existir otros usuarios con problemas similares u otros, esto no justifica tachar la situación de "posible colusión" sin tomar en cuenta las pruebas. Si no tuviera evidencia concreta, podría ser razonable que se especulara sobre colusión, pero en este caso, mis pruebas demuestran que Wazamba(o su proveedor de retiros) está agarrando fondos de mi cuenta, lo que podría estar afectando a otros usuarios también.

Espero que tomen en cuenta la seriedad de la situación y las pruebas que he presentado.

Thank you for the explanation Juanca, we are discussing your case internally and we will keep you updated about any new developments. Thank you for your patience during this time!

Thank you for your patience Juanca, we will continue the resolution of your complaint now.

Dear Wazamba Casino representative, would it be possible to provide any evidence that this fee was not the result of your withdrawal process? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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 all,

Please be informed that we are currently checking where the fees could have originated from.

We apologize for the delay and will inform you of any findings as soon as possible.

Best regards,

Wazamba team

Okay, thank you very much. I will be waiting for this important information, but I believe that the discounts applied during the withdrawal process were due to intermediary banks, and that these banks are selected by the issuer, that is, by you or by your withdrawal provider... If I had been informed of this in advance, I would have opted for another withdrawal method that did not involve these discounts... I will be waiting for your response, thank you very much.

Okey muchas gracias , estaré a la espera de esta información tan importante , pero creo yo que los descuentos aplicados durante el proceso de retiro fueron debido a bancos intermediarios, y que estos bancos son seleccionados por el emisor, es decir, por ustedes o por su proveedor de retiros … De haber sido informado esto con antelación, hubiera optado por otra forma de retiro que no implicara estos descuentos... estaré a la espera de su respuesta , muchas gracias

Hello Juanca,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay, I'll be waiting for your answers.

Okey estaré a la espera de sus respuestas

Dear Wazamba Casino representative, can we get an update on your investigation of where the fees could have originated from? Thank you in advance!

Dear Juanca, I apologize for the lack of response. Thank you for your patience during this time!

If you don't worry, I'm also waiting for a response from Wazamba... as a trusted bookmaker, I'm surprised it takes them so long to find out where those discounts came from... but oh well, I'll keep waiting.

Si no se preocupe , yo también ando esperando la respuesta de Wazamba … como casa de apuestas de confianza me sorprende que tarden mucho en saber de donde se produjeron esos descuentos … pero bueno seguiré esperando

Dear Juanca,

Clarification on Withdrawal Amount Received.

We would like to clarify the details of your transactions:

The withdrawal processed on 08 December 2024 was issued for 507.47 EUR by the provider.

The withdrawal processed on 07 December 2024 was issued for 507.65 EUR by the provider.

While we confirm that there are no fees applied from our side, there might be minor deductions due to interbank charges and exchange rate fluctuations.

We recommend that you contact your bank to verify whether they apply any additional fees or commissions for international incoming transfers.

Since the transfer was made to Interbank Peru, and based on the information available on their website, charges may apply for international transfers. You can find further details on this at the following link:

https://content-us-2.content-cms.com/9b3f67ef-5a9f-4acc-8ce8-bcc27fa681c7/dxdam/0f/0f0a95f1-adcf-4869-ba4a-cf8bcaf42eca/TAR-0110B.pdf

We hope this helps clarify the matter, and we appreciate your patience.

Kind regards,

Wazamba Casino Team

I want to make it clear that my bank (Interbank) has not changed its internal policies or how it operates regarding deposits. Last year, I made multiple withdrawals from their betting house for similar or even higher amounts (S/2,000, S/1,500, etc.), and the money always arrived in full and within no more than two days. This demonstrates that, previously, the funds were transferred directly to my account without intermediaries or deductions.

The difference now lies in their platform, specifically since they started requesting the SWIFT code. This request wasn't part of the process for previous withdrawals. Since implementing this requirement, withdrawals:

• They take longer to arrive (up to 5 days).
• They come with reduced amounts due to charges or discounts that didn't exist before.

It's clear that the change was made on your end , either by your payment provider or due to a change in the withdrawal system, which introduced intermediary banks into the transfer. While I understand that these banks may apply fees or exchange rate adjustments, the key question is: why didn't this happen before if my bank continues to operate the same way? My bank hasn't changed, but yours have...

You've stated that these discounts are due to external bank fees. But if my bank hasn't changed anything, and previously the process didn't require a SWIFT code and didn't generate discounts, it's clear that the only relevant change comes from your platform .

I also want to emphasize that I was never notified about this change to the withdrawal process, nor about the potential effects this would have on the wait time and the final amount received.

For all of the above reasons, I request a clear explanation about the change in the withdrawal method and why users were not informed in advance. I also request compensation or a settlement, as this change has directly and negatively affected me.

I look forward to a prompt, clear response with the seriousness that the case merits.

Although for you it may be a small amount, for me it is too much. You do not know my financial situation and that is why I am fighting until the last cent.

Quiero dejar claro que mi banco (Interbank) no ha cambiado en lo absoluto sus políticas internas ni su forma de operar respecto al ingreso de fondos. El año pasado he realizado múltiples retiros desde su casa de apuestas por montos similares o incluso superiores (S/2,000, S/1,500, etc.) y el dinero siempre llegó completo y en un plazo no mayor a dos días. Esto demuestra que, anteriormente, los fondos eran transferidos directamente a mi cuenta sin intermediarios ni deducciones.

La diferencia ahora radica en su plataforma, específicamente desde el momento en que empezaron a solicitar el código SWIFT. Esta solicitud no formaba parte del proceso en retiros anteriores. Desde que implementaron este requisito, los retiros:

• Tardan más en llegar (hasta 5 días).
• Llegan con montos reducidos por cargos o descuentos que antes no existían.

Es evidente que el cambio fue hecho de su lado, ya sea por su proveedor de pagos o por una modificación en el sistema de retiro, lo cual ha introducido bancos intermediarios en la transferencia. Si bien entiendo que estos bancos pueden aplicar comisiones o ajustes por tipo de cambio, la pregunta clave es: ¿por qué antes no ocurría esto si mi banco sigue operando igual? - mi banco no ah sufrido ningún cambio pero ustedes si …

Ustedes han afirmado que estos descuentos se deben a comisiones bancarias externas. Pero si mi banco no ha cambiado nada, y antes el proceso no exigía código SWIFT y no generaba descuentos, está claro que el único cambio relevante proviene de su plataforma.

Además, quiero destacar que nunca se me notificó sobre este cambio en el proceso de retiro, ni tampoco sobre los posibles efectos que esto tendría en el tiempo de espera y el monto final recibido.

Por todo lo anterior, solicito una explicación clara sobre el cambio en el método de retiro y por qué no se informó previamente a los usuarios. También pido una compensación o solución, ya que este cambio me ha afectado directamente y de manera negativa.

Espero una respuesta pronta, clara y con la seriedad que el caso amerita.

Aunque para ustedes sea un monto pequeño , para mi eso es demasiado , no saben mi situación económica y por eso ando luchando asta el ultimo centavo

Dear All,

I hope this message finds you well.

We are currently awaiting a response from the payment provider.

Rest assured, we will provide you with an update as soon as we receive any information.

KInd regards,

Wazamba CasinomTeam

Thank you very much for not leaving this case unresolved. The truth is, I'm concerned that a betting house like yours generates this kind of distrust. I sincerely hope for a prompt response and a favorable resolution to my situation.

Thank you in advance for your attention and I look forward to any updates.

Muchas gracias por no dejar este caso sin resolver. La verdad es que me preocupa que una casa de apuestas como la suya genere este tipo de desconfianza. Espero sinceramente una pronta respuesta y una solución favorable a mi situación.

Agradezco de antemano su atención y quedo atento a cualquier novedad.

Update on Transaction Amount

Dear All,

Unfortunately, as previously communicated, the provider has reconfirmed the reason for the reduced amount received. According to their confirmation, (SS):

"The reason your customer is receiving a reduced amount is that their own bank is applying fees or charges to these transactions. These deductions are not made on our end, but rather by the receiving bank as part of their processing or service fees.

We kindly recommend that your customer contacts their bank directly to obtain a detailed breakdown of the charges and to confirm the exact reason for the reduced amount received."

We understand this may be frustrating, and we sincerely regret any inconvenience.

Please do not hesitate to reach out if you require further assistance.

Kind regards,

Wazamba Casino Team

I have already spoken to my bank and they deny any discount, since they received ONLY the amount shown on my bank statement, and as I have been saying for weeks ... you think it is a "coincidence" that since YOU made changes to the withdrawal process: ASKING FOR THE SWIFT CODE - something that you never asked for before -, are you going to tell me that it is a "coincidence" that just after adding these changes to your withdrawal, these discounts occur? BECAUSE BEFORE, THERE WERE NEVER THESE PROBLEMS ... OTHERWISE MY BANK WOULD HAVE ALWAYS DISCOUNTED, but that is not the case because my bank is not guilty of this ... and I am sure that the problem comes from when you made that change in your withdrawal process

Yo ya hable con mi banco y ellos niegan cualquier descuento , ya que ellos recibieron UNICAMENTE el monto mostrado en mi extracto bancario , y como vengo diciendo desde hace semanas … ustedes creen que es una "coincidencia" que desde que USTEDES realizaron cambios en el proceso de retiro : PEDIR EL CODIGO SWIFT - cosa que anteriormente jamás pedían- , me va a decir que es "casualidad" que justo después de agregar estos cambios a su retiro , se ocasionen estos descuentos ? , POR QUE ANTES , JAMAS HUBO ESTOS PROBLEMAS … SINO MI BANCO HUBIERA DESCONTADO SIEMPRE , pero eso no es así por que mi banco no es culpable de esto … y yo ando seguro que él problema viene desde que realizaron ese cambio en su proceso de retiro

Dear Juanca,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Wazamba Casino Team

Yes, they just asked me for my bank statement, I just sent it to you, please review it.

Si , me acaban de pedir mi extracto bancario , se lo acabo de enviar , revíselo por favor

Dear Juanca,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Wazamba Casino Team

I just answered you and please, I have sent you the bank statement where your transactions can be seen. I have no more transactions in the month of December until the middle of January, which is irrelevant since I have sent you all the transactions for the month of December (where your incomplete deposits can be seen) --- please check your email

les acabo de responder y por favor , les eh enviado el extracto bancario donde se ven sus movimientos , no tengo mas movimientos en el mes de diciembre sino hasta a mitades del mes de enero cosa que es irrelevante ya que les eh enviado todos los movimientos del mes de diciembre (donde se ven sus depósitos incompletos) --- por favor revise el correo

Dear Juanca,

I hope this message finds you in good health.

It has come to our attention that the requested withdrawals are not reflected in the current bank statement you have provided.

We kindly request that you provide an alternative bank account, as it is possible that the withdrawals were made to that account.

Please note that we are unable to proceed with the claim until a statement reflecting the last three withdrawals is submitted.

Thank you for your cooperation.

Kind regards,

Wazamba Casino Team

Dear Juanca,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

Thank you for understanding.

Kind Regards,

WazambaTeam

Dear Juanca,

I hope this message finds you well.

According to the relevant team, in order to advance with the investigation, it is necessary for us to obtain the complete bank statement for the month of December, covering the period from December 1st to December 31st.

Thank you for your understanding.

Kind Regards,

WazambaTeam

I had to request from the bank... there it is, all the movements for December as they requested, I also sent it to them by mail

Tuve que solicitar al banco … ahí esta , todos los movimientos de diciembre como me lo solicitaron , también se lo envié por correo

Dear Juanca,

I hope this message finds you well.

We appreciate your submission of the document.

Upon further examination of your case, we have determined that taxes were incurred by your bank as a result of currency exchange. However, as a gesture of goodwill, we are willing to reimburse you the amount of 600 PEN.

To facilitate the processing of the refund, we kindly request that you provide us with your Skrill wallet email address.

Thank you for your understanding.

Kind Regards,

WazambaTeam

Sorry, I don't have a Skrill wallet. Would it be possible for you to transfer the money directly to my bank account? Alternatively, you could also deposit it into my son's Skrill virtual wallet. Please let me know what information you need so we can finalize this immediately.

Disculpen, no cuento con una billetera Skrill. ¿Sería posible que me transfirieran el dinero directamente a mi cuenta bancaria? Alternativamente, también podrían depositarlo en la billetera virtual Skrill de mi hijo. Por favor, indíquenme qué datos necesitan para poder finalizar esto de una vez.

Dear Juanca,

I hope this message finds you well.

We regret to inform you that, at this time, bank transfers are not available.

We kindly suggest that you consider creating a Skrill account in your own name.

Kind regards,

Wazamba Casino Team

I share with you below the details of my Skrill wallet.

I would prefer, as was the case previously, that payment be made by bank transfer without any discounts. However, I understand that Skrill is now being used, and I see that this platform charges a 7.5% fee for withdrawals.

I would like to know if there is any way to ensure that this does not affect the amount, as I would like to receive the full amount due to me without it being affected by the commission.

I appreciate your understanding and look forward to your response.

Kind regards.

Les comparto a continuación los datos de mi billetera Skrill.

Preferiría, como se hacía anteriormente, que el pago se realice por transferencia bancaria y sin aplicar descuentos al monto. Sin embargo, entiendo que ahora se está utilizando Skrill, y veo que esta plataforma aplica una comisión del 7,5% para retirar el dinero.

Quisiera saber si es posible alguna manera para que eso no afecte al monto , ya que me gustaría recibir el monto completo que me corresponde, sin que se vea afectado por dicha comisión.

Agradezco su comprensión y quedo atento a su respuesta.

Saludos cordiales.

Dear all,

Thank you for your patience!

Please be informed that we are still looking into the matter.

Best regards,

Wazamba team

Investigating? I sent you all my virtual wallet information a week ago.

Regarding commissions, I want to make it clear that I would like to receive the full amount, without any discount.

¿Investigando? Hace ya una semana que les envié todos los datos de mi billetera virtual.

Respecto a las comisiones, quiero dejarlo claro que quisiera recibir el dinero íntegro, sin ningún tipo de descuento.

Dear Juanca,

Thank you for providing us with Skrill wallet details.

Information has been forwarded to the relevant team to proceed with your refund, and no taxes should be applied when paying to Skrill.

As soon as there is an update, we will notify you.

Kind regards,

Wazamba Team

Dear Juanca,

I hope this message finds you well.

We are contacting you to inform you that, according to our finance department, your Skrill wallet does not correspond with the email address provided.

Could you please ensure that your Skrill account is verified so that we may proceed with the refund?

Thank you in advance for your cooperation.

Kind Regards,

Wazamba Casino team

Oh my God... I'll send you a picture with my details (including my email) and clearly showing that my account is VERIFIED.

Please, I feel like these obstacles you're putting in place are a bit absurd... but hey, please review everything carefully and double-check.

Ay Dios... Les enviaré una foto donde aparecen mis datos (incluyendo mi correo electrónico) y donde se muestra claramente que mi cuenta está VERIFICADA.

Por favor, siento que estas trabas que están poniendo son un poco absurdas… pero bueno, revise todo cuidadosamente y verifique bien.

Dear Juanca,

I hope this message finds you well.

Apologize for any inconvenience the situation might cause.

We were forwarded your details provided to the relevant teams for double-check, and soon as there is an update, we will notify you.

Kind Regards,

Wazamba Casino team

Well... I'm checking my Skrill wallet every day... I'll be waiting.

Bueno … cada día ando revisando ,mi billetera Skrill … estaré a la espera

Dear Juanca,

Thank you for your patience.

We would kindly like to ask you to check your emails and provide us with the requested document in order to further review your case and finalize it as soon as possible.

Thank you for your understanding and cooperation.

Kind Regards,

Wazamba Casino team

I don't understand why they're asking me again for a document I've already sent in previous emails. As agreed, the process should already be further along. I was even asked for my Skrill wallet information weeks ago, which I also provided in a timely manner.

Now I'm being asked to resubmit the same document, which is confusing and frustrating. Could the Casino Guru intermediary identify themselves and explain why Wazamba keeps requesting this information again?

Honestly, it seems like instead of moving forward, we're going backward in this process. I appreciate prompt clarification and resolution, as I feel like it's just wasting time.

I already sent the document, so check your emails.

No entiendo por qué me están solicitando nuevamente un documento que ya he enviado en correos anteriores. Según lo acordado, el proceso ya debería estar más avanzado. Incluso hace semanas se me pidió la información de mi billetera Skrill, la cual también proporcioné oportunamente.

Ahora me piden que vuelva a enviar el mismo documento, lo cual me resulta confuso y frustrante. ¿Podría el intermediario de Casino Guru identificarse y aclarar por qué Wazamba insiste en solicitar nuevamente esta información?

Sinceramente, parece que en lugar de avanzar, estamos retrocediendo en este proceso. Agradezco una pronta aclaración y resolución, ya que siento que solo se está haciendo perder tiempo.

Yo ya envié el documento , así que revisen sus correos

Dear Juanca, While I fully understand your frustration, unfortunately, there is little we can do to assist further at this stage without the submission of the requested documentation. We acknowledge that providing these documents may feel like a step backward; however, they are essential for progressing the matter through the appropriate channels. We kindly encourage you to comply with the request so we can continue to support you as effectively as possible. Thank you for your understanding and cooperation.

I'm writing to express my surprise at receiving another request for information that I sent weeks ago. I'd like to know if the emails are actually being reviewed (because I've already sent you the requested document), since I've even shared screenshots of the requested documentation on this very forum.

I kindly ask that you review your message history and attachments, as all the requested information was provided in a timely manner, and in my opinion, you are simply wasting my time by requesting something I sent weeks ago.

I appreciate your prompt attention to this matter.

Me dirijo a ustedes para expresar mi sorpresa al recibir nuevamente una solicitud de información que ya he enviado hace semanas. Quisiera saber si realmente se están revisando los correos (por que el documento que piden ya se los he enviado) , ya que incluso en este mismo foro compartí capturas de pantalla con la documentación solicitada.

Les pido amablemente que revisen el historial de mensajes y los archivos adjuntos, ya que toda la información requerida fue proporcionada oportunamente y para mi simplemente hacen "perder el tiempo" solicitando algo que ya envié hace semanas.

Agradezco su pronta atención a este asunto.

Dear Juanca,

I hope this message finds you well.

I sincerely apologize for any inconvenience that this situation may have caused.

We are eager to assist you with the requested document by providing guidance on how to download the statement in PDF format. You should be able to download a statement even if no transactions have been made yet; while it will not display any transactions, it will still contain the necessary information. For further assistance, please refer to the following link: https://www.skrill.com/es/support/question/88/.

Kind Regards,

Wazamba Casino team

The link you provided only allows you to view transaction details, not download a statement. As you can see, I have no previous transactions in that wallet, and the only record shown is a bonus received directly from Skrill.

Also, I don't understand why you're requesting a statement from a virtual wallet I've never used. You already have all my information, so why is the process taking so long?

I appreciate a prompt response and solution.

El enlace que ustedes proporcionan solo permite ver el como ver los detalles de una transacción, no descargar un extracto. Como podrán ver, no tengo movimientos previos en esa billetera, y el único registro que aparece es un bono recibido directamente desde Skrill.

Además, no entiendo por qué solicitan un extracto de una billetera virtual que nunca he utilizado. Ustedes ya cuentan con todos mis datos, entonces, ¿por qué se está demorando tanto el proceso?

Agradezco una pronta respuesta y solución.

Dear Juanca,

I hope this message finds you well.

The link provided contains information on how to download the statement; it is unclear why there is a claim that it does not.

The reason for our inquiry is that we attempted to process the withdrawal to the specified Skrill wallet, but our finance team has indicated that the email address is not associated with a Skrill account. 

To ensure that the information provided pertains to a legitimate Skrill account, we would prefer to review the PDF statement. Alternatively, it would be advisable for him to create a Neteller account.

Thank you for your attention to this matter.

Kind regards,

Wazamba Casino Team

I'm writing to express my concern and frustration with the lack of clarity and efficiency in the current process. I was initially asked for a Skrill account, for which I sent a screenshot with my address. Now I'm being told I need to create a Neteller account.

I want to make it clear that I'm not familiar with these e-wallets, nor do I know if they apply fees, special conditions, or other complications. I find it unnecessary to put so many obstacles in the way of something that used to be very simple: transferring money directly to my bank account, as has been done in the past without any problems.

I'd even be willing to receive payment through Binance, since I can count on my son's help with that platform. But please stop complicating a solution that previously worked without problems.

On the other hand, regarding the link you provided me to download the extract, I've tried every possible method and it doesn't work. I can't download any files or documents.

I thank you in advance for your prompt response and, above all, for a clear, direct, and definitive solution.

Les escribo para manifestar mi preocupación y frustración ante la falta de claridad y eficiencia en el proceso actual. Inicialmente se me solicitó una cuenta de Skrill, para lo cual envié la captura con mi dirección. Ahora me indican que debo crear una cuenta en Neteller.

Quiero dejar en claro que no estoy familiarizado con estas billeteras electrónicas, ni sé si aplican comisiones, condiciones especiales u otras complicaciones. Me parece innecesario que pongan tantos obstáculos para algo que antes era muy sencillo: transferirme el dinero directamente a mi cuenta bancaria, como se ha hecho en el pasado sin ningún inconveniente.

Incluso estaría dispuesto a recibir el pago a través de Binance, ya que con esa plataforma sí puedo contar con ayuda de mi hijo. Pero les pido por favor que dejen de complicar una solución que antes funcionaba sin problemas.

Por otro lado, respecto al enlace que me proporcionaron para descargar el extracto, ya lo intenté de todas las maneras posibles y no funciona. No puedo descargar ningún archivo ni documento.

Les agradezco de antemano su pronta respuesta y sobre todo, una solución clara, directa y definitiva.



Dear Juanca,

Thank you for your message.

We would like to clarify that we did not make the process difficult in any way. As part of the standard procedure, you were simply asked to create a Skrill wallet. However, since you were unable to provide the associated email address or proof of ownership for that account, we offered an alternative solution of creating a Neteller wallet instead.

As mentioned in our previous communication, please note that no taxes are applied.

Should you need further assistance, feel free to reach out.

Kind regards,

Wazamba Casino Team

I have found out about that wallet and it doesn't have such positive points, can't it be Binance?

he averiguado sobre esa billetera y no tiene puntos tan positivos , no puede ser Binance?¿

Dear Juanca,

I hope this message finds you in good health.

We are prepared to process the payment to the specified cryptocurrency wallet in the following currencies: LTC, USDC, DOGE, or BTC.

Kindly select one of the aforementioned options and provide us with the necessary details so that we may proceed with the payment.

Kind regards,

Wazamba Casino Team

Okay so can it be through Binance?

Okey entonces puede ser a través de Binance?¿

Dear Juanca,

I hope this message finds you in good health.

In accordance with the finance department's guidelines, we are able to process the payment to the specified cryptocurrency wallet in the following currencies: LTC, USDC, DOGE, or BTC; please note that Binance is not an option.

We kindly request that you select one of the aforementioned options and provide us with the necessary details so that we may proceed with the payment.

Kind regards, 

Wazamba Casino Team

but Binance has the option to receive money in BTC, and you tell me that it allows wallets that accept cryptocurrencies like BTC, then ?¿?¿?¿?¿?¿

pero Binance tiene la opción de recibir dinero en BTC , y usted me dice que permite billeteras que acepten criptomonedas como BTC , entonces ?¿?¿?¿?¿

Dear Juanca,

We hope you're well.

We’d like to inform you that we accept cryptocurrency payments via CoinPayments.

The supported currencies for processing are: BTC, LTC, DOGE, and USDC (ERC20).

Kindly provide a valid wallet address for one of the accepted options so we may proceed with the payment.

Looking forward to your details.

Kind regards,

Wazamba Casino Team

It's fine if you want to deposit the money in Bitcoin, but I'd like to know which wallet you'll use to do it (I've never heard of CoinPayments), since I'm unfamiliar with that app. Now I'll have to investigate whether it charges fees and if it's trustworthy. What would it cost to simply send it directly to my Binance wallet, also through the Bitcoin network?

Está bien si desean depositarme el dinero en Bitcoin, pero me gustaría saber desde qué billetera lo hará (JAMAS ESCUCHE SOBRE CoinPayments), ya que no conozco esa aplicación. Ahora tendré que investigar si cobra comisiones y si es confiable. ¿Qué les cuesta simplemente enviarlo directamente a mi billetera de Binance, también a través de la red de Bitcoin?

Dear Juanca,

I hope this message finds you in good health.

We would like to inform you that the amount of 600 PEN has been credited to your balance as a gesture of goodwill. However, you started playing with that balance before we were able to issue the amount as a withdrawal. In order to withdraw these funds now, you will need to engage in wagering activities with this balance.

Currently, your wagering status is as follows: 582.56 / 600.00. You are required to wager an additional 18 PEN to complete the necessary wagering requirements.

Thank you for your attention to this matter.

Kind regards,

Wazamba Casino Team

1) The money SHOULD NOT HAVE BEEN CREDITED TO MY ACCOUNT (we were supposed to be talking about withdrawing the money, not gambling it), but they did it anyway.

2) The money paid SHOULD NOT BE PLAYED TO WITHDRAW (because remember that it is money that was already played before), EVEN SO I DID IT - I PLAYED IT

3) Currently the money in the account is S/886.65, now the question from the beginning, HOW WILL THAT MONEY BE WITHDRAWN?

1) El dinero NO DEBIO ABONARSE A MI CUENTA (se supone que estábamos hablando para retirar el dinero , no para jugarlo) , pero aun así lo hicieron

2) El dinero abonado NO DEBIA JUGARSE PARA RETIRAR (por que recordemos que es dinero que antes ya se jugo) , AUN ASI LO HICE - LO JUGUE

3) Actualmente el dinero en la cuenta es de S/886.65 , ahora la pregunta desde un inicio , COMO SE VA A RETIRAR ESE DINERO ?¿

Dear Juanca,

I hope this message finds you in good health.

According to your current account information, your wagering status appears to be complete, and you are permitted to submit a withdrawal request independently.

Please be informed that should you encounter any errors, it is advisable to contact customer support for further assistance, including a screenshot of the error displayed.

Kind regards,

Wazamba Casino Team

What? Tell me how I'm going to withdraw my money without any third party deducting it (LIKE I WITHDRAWN BEFORE HALF A YEAR AGO)

que ? dígame como voy a retirar mi dinero sin que me descuente ningún tercero ( COMO RETIRABA ANTES HACE MEDIO AÑO )

Dear Juanca,

I hope this message finds you well.

If you process your withdrawal to your Skrill account, there should be no taxes imposed by the third party.

We can attempt to issue the withdrawal to your Skrill account once more; however, please be advised that it may not be successful again.

It is advisable for you to initiate the process by yourself.

If you experience any difficulties, you are welcome to contact Customer Support for further assistance.

Kind regards,

Wazamab Casino Team

But if on the page I don't see any section that says, withdrawal through SKRILL

pero si en la pagina a mi no me aparece ningún apartado que diga , retiro por SKRILL

Dear Juanca,

I hope this message finds you well.

Please reach out to Customer Support and provide a screenshot indicating that Skrill is not available as an option. This will enable us to conduct a thorough investigation.

Thank you for your cooperation.

Kind regards,

Wazamba Casino Team

Why send via live chat, if I already sent it to you here? Do you simply make the process as slow as possible?

por que enviar por chat en vivo , SI YA SE LOS ENVIE A USTEDES POR ACA?¿ , SIMPLEMENTE HACEN EL PROCEDIMIENTO LO MAS LENTO POSIBLE

Dear Juanca,

We would like to inform you that your withdrawal request has been forwarded to the relevant team for further investigation.

As soon as we have any updates, we will notify you promptly. We sincerely apologize for any inconvenience this situation may cause and appreciate your patience and understanding.

Kind regards,

Wazamba Casino team

Dear Juanca,

Thank you for your continued patience.

Please be advised that we offer two types of withdrawal processes:

• Type 1 – Customer-Initiated: You submit the withdrawal request directly through our website.
• Type 2 – Manual Withdrawal: Our support team processes the withdrawal on your behalf.

For bank withdrawals, only Type 1 is available. To proceed:

1. Log in to your account
2. Click on "Withdraw"
3. Enter your bank details

Your request will then be processed through the system.

For cryptocurrency withdrawals, both Type 1 and Type 2 are supported. If you prefer this method, simply send your crypto wallet address (BTC, LTC, DOGE, or USDC – ERC20) to our support team, and we will handle the transaction from our side.

Please let us know your preferred method to proceed.

Kind regards,

Wazamba Casino Team

Type 1 withdrawal, is it where you or another entity eats into the balance? Where is there a commission? If so, I prefer Type 2 withdrawal.

el retiro tipo 1 , es donde ustedes o otra entidad come saldo ? donde hay comisión ? , si es así prefiero el retiro tipo 2

Dear Juanca,

Thank you for your reply.

As per your preferences, for cryptocurrency withdrawals please send your crypto wallet address (BTC, LTC, DOGE or USDC – ERC20) to our support team and we will process the transaction.

Kind regards,

Wazamba Casino Team

Okay, I repeat, you are going to withdraw my money through cryptocurrencies. CAN THE WITHDRAWAL BE MADE THROUGH BINANCE? Through the BTC cryptocurrency.

okey , le repito y vuelvo a repetir , ustedes van a retirar mi dinero a través de Criptomonedas , PUEDE HACERSE EL RETIRO A TRAVES DE BINANCE ? a través de la criptomoneda BTC

Dear Juanca,

Yes, withdrawals via Binance are accepted.

For cryptocurrency withdrawals, please send your crypto wallet address (BTC) to our support team, and we will process the transaction.

Make sure the address is correct and belongs to the Bitcoin (BTC) network to avoid any delays or issues.

Kind regards,

Wazamba Casino Team

Weeks ago I told you it could be through Binance and you told me no and now you tell me yes... well I will contact my son so he can guide me a little about that app, I will be sending my wallet address in the next few days.

Hace semanas le decía que podía ser por Binance y me dijeron que no y ahora me dicen que si ... bueno me comunicare con mi hijo para que me oriente un poco sobre esa app , estaré enviando mi dirección de la billetera estos próximos días

Excuse me, I'm trying to verify my Binance account but it won't let me, do you think you can wait for me? I'll have to talk to support, or maybe you can send the money to my son's Binance account?

Discúlpeme , estoy intentando verificar mi cuenta de Binance pero no me deja , cree poder esperarme ? tendré que hablar con soporte , o quizás puedan enviar el dinero a la cuenta de Binance de m hijo ?

Dear Juanca,

Thank you for your patience.

Of course, we can wait while you verify your Binance account — rest assured, your balance is safe with us.

Unfortunately, it's not possible to transfer the funds to a third party.

Thank you for your understanding.

Kind Regards,

Wazamba Casino

I'm having trouble verifying my account. Please wait a few more days. I want to see what's happening.

tengo problemas para la verificacion de mi cuenta , quisiera por favor que me espere unos dias mas , quiero ver que sucede

Dear Juanca,

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.

I need to receive the money before this complaint is closed. The problem is that Binance is not allowing me to verify the account. Please wait for me, or else... could you send it to my son?

necesito recibir el dinero antes que cierren esta queja , el problema es que Binance no me esta permitiendo verificar la cuenta , pido por favor que me esperen , o sino … si podrían enviarle a mi hijo

Dear Juanca, you will need to receive the funds to a payment service that is registered in your name. We can, of course, wait until you resolve your verification issue with Binance, and we will keep the complaint open until you receive the funds. Please keep us informed about any new developments.

I recently contacted Binance Support and was informed that there was a duplicate account registered under my name. Fortunately, they are already working on deleting that account and will allow me to create a new one.

This process will take a maximum of 10 business days. Therefore, I kindly ask that you allow me that amount of time (or perhaps less, if it's resolved sooner) so I can receive the corresponding funds.

I greatly appreciate your understanding and support.

Me he comunicado recientemente con el equipo de soporte de Binance y me han informado que existe una cuenta duplicada registrada con mi identidad. Afortunadamente, ya están gestionando la eliminación de dicha cuenta y me permitirán crear una nueva.

Este proceso tomará, como máximo, 10 días hábiles. Por ello, les solicito amablemente que me esperen ese tiempo (o quizás menos, si se resuelve antes) para poder recibir el dinero correspondiente.

Agradezco mucho su comprensión y apoyo.

Dear Juanca,

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.

Dear Juanca, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I already sent my information and still nothing.

Ya envié mis datos y aun nada

Dear Wazamba Casino representative, can you update us on the situation regarding the withdrawal? Thank you in advance!

Dear Juanca,

We kindly ask to provide us with your Skrill transaction history in PDF format requested via mail on 17th of June.

Thank you in advance.

Kind Regards,

Wazamba Casino Team

I don't understand why they mention Skrill, if we're talking about Binance from the start. They asked me to create a Binance account, which I did, and it took me quite a while to complete and properly verify it.

I've already sent you my Binance BTC wallet details, as requested. What are you waiting for now?

No entiendo por qué mencionan Skrill, si desde el principio estamos hablando de Binance. Me pidieron que me cree una cuenta en Binance, lo cual hice, y además me tomó bastante tiempo completarla y verificarla correctamente.

Ya les envié los datos de mi billetera en BTC de Binance, tal como me solicitaron. ¿Qué están esperando ahora?

Dear Juanca,

We would kindly request to provide a reply to the email received today 14.10.25.

Thank you in advance.

Kind Regards,

Wazamba Casino Team

They are asking me for my wallet information, AND I HAVE ALREADY SENT IT TO THEM BY EMAIL, EVEN BY THIS MEANS... BECAUSE IT TAKES SO LONG... it seems like they are turning something so simple around. I ALREADY SENT IT TO THEM, GENTLEMEN.

me están pidiendo los datos de mi billetera , Y YA SE LOS EN ENVIADO POR CORREO HASTA POR ESTE MEDIO .. POR QUE TARDAN MUCHO … parece como que dan vuelta a algo tan simple ,. YA SE LOS ENVIE SEÑORES

I just forwarded you the same information, please check it.

Les acabo de reenviar la misma informacion , revisen

Dear Juanca,

We would like to kindly inform you that your payment is in process.

Thank you for your cooperation and patience.

Kind Regards,

Wazamba Casino Team

Thank you very much for the update Wazamba Casino representative.

Dear Juanca, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

And what's happening? It's been 5 days and nothing.

y que sucedeeeeeeeee , ya paso 5 dias y nadaaaaa

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 Juanca,

We would like to kindly apologize for the delay.

We would like to inform you that your payment will be completed as a matter of urgency.

Thank you for your patience.

Kind Regards,

Wazamba Casino Team

Thank you very much for the update Wazamba Casino representative.

Dear Juanca, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

So far, NOTHING

Hasta ahora NADA

Gentlemen, in the forum we are running we have stated that the money will be withdrawn through Binance using Bitcoin, since bank withdrawals involve discounts that you do not cover.

Señores , en el foro que estamos llevando hemos dicho que el dinero lo iban a retirar a traves de BINANCE a traves de la moneda de BITCOINS , ya que por banco hay descuentos QUE USTEDES NO ASUMEN

Dear Wazamba Casino representative, could you update us on the situation regarding the withdrawal of the funds? Thank you in advance!

Dear Juanca,

We kindly request to provide us the payment details requested via email in order to proceed manually with your payment.

Thank you in advance.

Kind Regards,

Wazamba Casino Team

They're asking for my bank details again. Remember, we're here because when the transfer was made through the banks, an amount was deducted that affected me. That's why we agreed in this same forum that the withdrawal would be done through a digital wallet. I even spent weeks verifying one so they could process the withdrawal that way.

Me están solicitando nuevamente los datos bancarios. Recordemos que estamos aquí porque, cuando realizaron la transferencia a través de los bancos, se descontó una cantidad de dinero que me perjudicó. Por esa razón, en este mismo foro habíamos acordado que el retiro se realizaría a través de una billetera virtual. Incluso tardé semanas en verificar una para que pudieran efectuar el retiro por ese medio.

Dear Peter,

We would like to inform you that we requested from the player to provide his payment details in order to proceed manually with his payment and his reply was that the withdrawal will be made through a virtual wallet, as we agreed in the Forum.

We kindly request to advice so as to reach a mutually-acceptable resolution.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

I don't understand why they asked me to open a cryptocurrency account, and even took weeks to verify, only for them to want to send me the money through banks in the end.

I'm asking, why do you no longer want to send me payments via Binance?

Remember that if you send it to me via bank transfer, there will be discounts that you will not ultimately have to cover.

That's why we're in this forum: that bank withdrawals, or withdrawals made through banks or other payment methods, charge fees.

No entiendo por que me pidieron que me abra alguna cuenta de criptomonedas , incluso tarde semanas en verificar esa cuenta , para que al final el dinero me lo quieran enviar por bancos

pregunto , por que ya no desean enviarme por Binance ?

recuerden que si me lo envían por Banco , HABRA DESCUENTOS QUYE AL FINAL USTEDES NO VAN A ASUMIR

Esa fue la razón por el cual estamos en este foro , que los retiros por bancos ustedes o la vía en donde se retira , cobra comisiones

Dear Juanca,

We kindly request to provide the required payment details so as to proceed manually with your payment as soon as possible.

Furthermore, we would like to assure that we don't charge any fees.

Thank you for your patience and understanding.

Kind Regards,

Wazamba Casino Team

Can you tell me WHY YOU MADE ME CREATE A BINANCE ACCOUNT FOR WITHDRAWALS IF YOU'RE NOT GOING TO SEND THE MONEY THERE? ANSWER THAT QUESTION AND I'LL ANSWER YOURS, because it's really annoying that I waited weeks for my account to be verified only for it NOT TO BE USED.

Pueden decirme POR QUE ME HICIERON CREARME UNA CUENTA DE BINANCE PARA QUE EL RETIRO SEA AHI , SI AL FINAL NO ME VAN A ENVIAR EL DINERO AHI ? , RESPONDANME ESA PREGUNTA Y RESPONDERE LA SUYA , por que realmente me es molesto que estuve esperando que me verifiquen la cuenta demasiadas semanas para que al final NO LA USEN

Dear Juanca,

We would like to inform you that the payment didn't went through via binance account, and we kindly request to provide the required payment details so as to proceed manually with your payment.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

WHY WASN'T IT DONE THROUGH BINANCE, IF YOU SAID IT WOULD BE DONE THAT WAY? IT EVEN TOOK DAYS, EVEN WEEKS, FOR MY BINANCE ACCOUNT TO BE VERIFIED.

POR QUE NO SE REALIZO POR BINANCE , SI USTEDES DIJERON QUE SE IBA A HACER POR ESE MEDIO , INCLUSO TARDE DIAS HASTA SEMANAS PARA QUE ME VERIFIQUEN LA CUENTA DE BINANCE

Dear Juanca, while I understand your frustration, it would be best to cooperate with the casino for the swift resolution of the complaint. Thank you in advance for your cooperation!

I will cooperate as usual, but please understand that the reason I wanted my withdrawal to be done through Binance —besides Wazamba having accepted it— is to avoid any kind of discount.

If I send my bank details and they make the withdrawal that way, there will most likely be discounts, and Wazamba won't cover them.

In my next reply I will send my bank details, but I want to know what you will do if I am charged again.

Voy a cooperar, con normalidad, pero entiendan que el motivo por el cual quería que mi retiro se haga a través de Binance —además de que Wazamba lo había aceptado— es para evitar cualquier tipo de descuento.

Si envío mis datos bancarios y hacen el retiro por esa vía, lo más probable es que haya descuentos, y Wazamba no va a asumirlos.

En la siguiente respuesta que daré enviaré mis datos bancarios, pero quiero saber qué van a hacer si se me vuelve a descontar.

Dear Juanca,

We would like to assure you that we don't charge any fees.

In case of it, please contact your financial institution.

We look forward to your reply.

Thank you for your understanding.

Kind Regards,

Wazamba Casino Team

Dear Juanca,

We are pleased to inform you that your payment has been successfully completed today, 10.12.25.

Thank you for your cooperation and patience.

Kind Regards,

Wazamba Casino Team

Thank you very much for the update Wazamba Casino representative.

Dear Juanca, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Juanca,

We would like to kindly inform you that unfortunately the payment didn't went through as for the payment it needs Account number and Bank BIC.

The one provided is not a Bank BIC.

Please provide it to us in our conversation via email.

Thank you for your cooperation and patience.

Kind Regards,

Wazamba Casino Team

Dear Juanca,

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.

Dear Juanca,

Thank you for your patience .

We would like to kindly inform you that  WD has been canceled due to missing Account number and Bank BIC.

We kindly request to provide the correct Bank details in order to retry the payment.

Kind regards,

Wazamba Casino.