Wazamba Casino - El retiro del jugador se ha retrasado y los montos no están claros.

Dear Casino Guru Team,

I am contacting you to file a formal complaint against Wazamba online casino. I have experienced several issues with them regarding withdrawals, but to date I have not received any response or resolution from them.

Problem details:

Incident Date: December 9, 2024 - December 19 (last communication unanswered)

Amount requested for withdrawal: 600 Peruvian soles

Amount received: 410 Peruvian soles

Unexplained difference: 92 soles and 98 soles for transfer charges from abroad

Change in job description:

Previously: "ONLINE TRANSFER"

Currently: "R945629INCOM"

Change in payment category:

Previously: "Service Management"

Currently: "International Trade"

Nonconformity:

Lack of clarity regarding the discounted amount: I have not been explained why the amount received was less than the amount requested.

Unnotified changes: The payment description and category changed without prior notice, affecting transparency and raising questions about the legality of the process.

Lack of Response: I have sent several emails to Wazamba requesting clarification and resolution since December 16, 2024, but have not received a response to date.

I consider these practices opaque and undermine my trust as a user. Furthermore, the operator's prolonged silence exacerbates the situation.

I would be very grateful if Casino Guru would intervene as a mediator to obtain a clear response and solution from Wazamba such as the return of the missing amount (which is a total of 190 soles ), verifiable explanation of the charges applied.

Information on why the description and category of withdrawals have been changed without prior notice.

I appreciate your support in defending the players' rights and look forward to any additional information you may need from me to move forward with this complaint.

I also want to note that I have previously made multiple withdrawals from Wazamba without any issues. The problem started right after the bookmaker changed its withdrawal process , which I consider to be a key point in this situation.

Previously, to process a withdrawal, only the account number and the name of the destination bank were requested. However, for my most recent withdrawal, I was asked for additional information such as the SWIFT code and ICC , which clearly indicates that Wazamba has changed its withdrawal method.

It was precisely from this modification that the unexplained discounts and changes in payment descriptions and categories arose. I was never notified in advance of these changes, which I consider a lack of transparency on the part of the operator.

Since my previous withdrawals went smoothly, I decided to continue trusting the platform. But this sudden change in procedure and the resulting financial consequences make it clear that substantial changes have been made without proper communication to the user.

Estimado equipo de Casino Guru,

Me comunico con ustedes para presentar una queja formal contra el casino en línea Wazamba, con quienes he experimentado una serie de problemas en relación con un retiro de fondos, sin que hasta la fecha haya recibido respuesta o solución por parte de ellos.

Detalles del problema:

Fecha del incidente: 09 de diciembre de 2024 -19 de diciembre (última comunicación sin respuesta)

Monto solicitado en retiro: 600 soles peruanos

Monto recibido: 410 soles peruanos

Diferencia no explicada: 92 soles y 98 soles por cargos de transferencia del exterior

Cambio en la descripción del cargo:

Anteriormente: "TRANSF ONLIN"

Actualmente: "R945629INCOM"

Cambio en la categoría de pago:

Anteriormente: "Gestión de Servicios"

Actualmente: "Comercio Internacional"

Inconformidad:

Falta de claridad en el monto descontado: No se me ha explicado por qué el monto recibido fue menor al solicitado.

Cambios no notificados: La descripción y la categoría del pago cambiaron sin previo aviso, lo cual afecta la transparencia y genera dudas sobre la legalidad del proceso.

Falta de respuesta: He enviado varios correos electrónicos a Wazamba solicitando explicaciones y resolución desde el 16 de diciembre de 2024, pero hasta la fecha no he recibido ninguna respuesta.

Considero que estas prácticas son poco transparentes y afectan mi confianza como usuario. Además, el silencio prolongado por parte del operador agrava la situación.

Estaría muy agradecida si Casino Guru interviniera como mediador para obtener una respuesta clara y una solución por parte de Wazamba como la devolución del monto faltante (que es un total de 190 soles) , explicación verificable de los cargos aplicados.

Información sobre por qué se han cambiado la descripción y la categoría de los retiros sin previa notificación.

Agradezco de antemano su apoyo en la defensa de los derechos de los jugadores y quedo atento a cualquier información adicional que necesiten de mi parte para avanzar con esta queja.

También quiero dejar constancia de que anteriormente he realizado múltiples retiros en Wazamba sin ningún tipo de inconvenientes. El problema comenzó justo cuando la casa de apuestas modificó su proceso de retiro, lo cual considero que es un punto clave en esta situación.

Antes, para procesar un retiro, únicamente se solicitaba el número de cuenta y el nombre del banco de destino. Sin embargo, en el último retiro, me solicitaron información adicional como el código SWIFT y el CCI, lo que indica claramente que Wazamba ha cambiado su método de retiro.

Es precisamente a partir de esta modificación que surgieron los descuentos inexplicables y los cambios en la descripción y categoría de los pagos. Nunca fui notificada previamente sobre estos cambios, lo que considero una falta de transparencia por parte del operador.

Dado que mis retiros anteriores se realizaron sin ningún tipo de problema, decidí seguir confiando en la plataforma. Pero este cambio repentino en el procedimiento y las consecuencias económicas que ha traído dejan en evidencia que se han hecho modificaciones sustanciales sin la debida comunicación al usuario.

Dear melanieguerra194,

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 clarify when exactly you made the last successful withdrawal?
• Do I understand correctly that you used the same withdrawal method in the past?
• Did you accumulate your winnings with or without an active 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,

Kristina

Regarding your questions, here are my answers:

• My last withdrawal was on December 9th. After that date, I didn't play or deposit anything at the sportsbook again, as I noticed an unjustified discount on my last withdrawal, for no apparent reason.
• It's true that I used the same withdrawal method as always: bank transfer. I've even withdrawn larger amounts in the past and was never asked for a SWIFT code, until that last withdrawal, when the discount occurred.
• My current earnings don't come from any bonuses. They're my own money, the result of my profits and losses within the platform, leaving a final balance of 600 soles.

I look forward to your comments and will be checking my email daily to resolve this issue as soon as possible.

Respecto a sus preguntas, a continuación les brindo mis respuestas:

• El último retiro que realicé fue el día 9 de diciembre. Después de esa fecha, no volví a jugar ni a depositar en la casa de apuestas , ya que noté un descuento injustificado en mi último retiro, sin razón aparente.
• Es correcto que utilicé el mismo método de retiro de siempre: transferencia bancaria. He retirado incluso montos mayores anteriormente y nunca se me solicitó un código SWIFT, hasta ese último retiro, en el que ocurrió el descuento.
• La ganancia que tengo actualmente no proviene de ningún bono. Es dinero propio, resultado de mis ganancias y pérdidas dentro de la plataforma, quedando un saldo final de 600 soles.

Quedo atento a sus comentarios y estaré revisando mi correo a diario para poder resolver este problema lo antes posible.

Thank you very much for your reply, melanieguerra194. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I just emailed it to you, I'll leave the screenshots here anyway... thank you very much.

Se lo acabo de enviar por correo , igual dejare las capturas acá … muchas gracias

Thank you very much, melanieguerra194, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear melanieguerra194,

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,

Mirka

Dear Mirka,

Thank you for your message.

Kindly be informed that we have forwarded the case to the relevant department for further review.

You will be promptly informed once further details are available.

Kind regards,

Wazamba.com

Dear Mirka,

Kindly have a look at the email we sent you.

Kind regards,

Wazamba.com

Hmm, excuse my ignorance, but isn't everything supposed to be public? Especially if it involves a significant amount of money? Well, I'll be on the lookout for any developments.

hmmm , disculpen mi ignorancia pero no se supone que todo debe ser publico ? sobre todo si se trata de una cantidad de dinero que me perjudica mucho ? , bueno estaré atenta a cualquier novedad

Dear melanieguerra194,

I have received evidence, that the casino has sent the full amount equivalent to 600PEN to your account. This indicates that a portion of your withdrawal may have been deducted by banks or payment providers during the transaction process.

I understand that this is not a pleasant situation for you. However, casinos cannot be held responsible for any additional fees applied by the payment provider or receiving bank.

As a result, your complaint will be rejected. Thank you for your understanding, and I regret that we could not assist you further on this occasion. Please feel free to contact us if you encounter any issues with this or any other casino in the future.

Best regards,

Mirka