Wazamba Casino - El retiro del jugador se retrasa debido a problemas con la documentación.

Dear Casino Guru Team,

I am reaching out to you because the issue with Wazamba Casino is not progressing.

For months, I have been trying to withdraw my winnings of €3973, or more accurately, desperately trying to upload documents that the casino keeps requesting from me. (I won with real money and played Coins from Hacksaw)

I upload the documents, and each time they are rejected, and I am asked again to upload specific documents. After such a long time, I have given up hope that we can reach a conclusion.

Since I moved into a new apartment on July 29, 2024, I have consistently sent the casino two documents for clarity. One with the old address and one with the new address, and I even sent them a tenancy confirmation that verifies the move and the new address.

I believe the documents are simply not being reviewed correctly and rejected because the addresses do not match the registered address at the casino. However, there might be another problem, as I have consistently sent them screenshots of the address with which I am registered at the casino.

I am at a loss here because the casino has not clearly communicated what exactly they need from me.

At this point, I hope you can assist me in resolving this inconvenience with Wazamba Casino.

Thank you in advance for your assistance.

Best regards,

Ninosch

Sehr geehrtes Casino Guru Team,

ich muss mich nun doch an Euch wenden, da es mit dem Wazamba Casino einfach nicht weiter geht.

Seit Monaten versuche ich nun schon meinen Gewinn von 3973€ auszahlen zu lassen, oder besser gesagt, verzweifelt meine Dokumente hochzuladen, welche das Casino immer wieder von mir anfordert. (Ich habe mit Echtgeld gewonnen und Coins von Hacksaw gespielt)

Ich lade Dokumente hoch und jedes Mal werden diese dann wieder abgelehnt und ich werde neu aufgefordert gewisse Dokumente hochzuladen. Nach so langer Zeit, habe ich es allerdings nun aufgegeben, dass wir noch zu einem Endergebnis kommen.

Da ich am 29.07.24 in eine neue Wohnung umgezogen bin, habe ich dem Casino zum Verständnis auch immer zwei Dokumente zukommen lassen. Einmal mit der alten und einmal mit der neuen Adresse und ich habe ihnen sogar eine Wohngeberbestätigung zugeschickt, die meine neue Adresse und einen Umzug ebenfalls nochmal bestätigt.

Ich glaube das die Dokumente einfach nicht richtig eingesehen und abgelehnt wurden, da die Adressen nicht mit der registrierten Adresse im Casino übereinstimmen. Es kann aber auch an einem anderen Problem liegen, denn sie haben von mir ja dennoch immer auch die Screenshots mit der Adresse zugeschickt bekommen, mit der ich auch im Casino registriert bin.

Ich komme an dieser Stelle nicht mehr weiter, da das Casino sich einfach bisher nicht klar genug ausdrücken konnte, was sie denn nun genau von mir haben wollen.

An dieser Stelle, hoffe ich, dass Sie mir in dieser Angelegenheit weiterhelfen können, diese Unannehmlichkeit mit dem Wazamba Casino zu beheben.

Für Ihre Mithilfe bedanke ich mich bereits im Voraus.

Freundliche Grüße

Ninosch

Dear Ninosch,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're facing. To better understand your situation, I’d like to ask you a few clarifying questions:

• Could you please specify the address you provided in your casino profile during registration? Do you have any official documents, such as utility bills or bank statements, that confirm you lived at this address at the time of registration and would be acceptable as proof of address for the casino?
• When did you inform the casino of your change in residential address? Is your current address updated in your casino profile or reflected on any of your identity documents?
• Have you already contacted the casino's customer support team directly to explain your living situation and address the issue?

I hope we can work together to resolve this matter as quickly as possible. Thank you for your cooperation, and I look forward to your reply.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Who can see my addresses? Only you, or everyone who uses this platform? I would like to know that in advance.

Wer kann meine Adressen einsehen? Nur Sie, oder jeder, der diese Plattform benutzt? Das würde ich doch gerne vorher wissen.

You do not need to provide me with the exact names or details of your addresses. Instead, please describe them generally—for example, whether one is your permanent residence and the other is your current place of living. Additionally, explaining how you live at each address (e.g., whether you moved recently or spend time at both) would help clarify the situation and why the casino might be refusing to confirm your profile.

If you prefer to share any private details, you can send them directly to my email at veronika.f@casino.guru.

I hope this helps, and I look forward to assisting you further.

Hello, I have just replied to you by email. I hope you now have all the necessary documents and can continue to address the case with me.

Kind regards

Hallo, ich habe Ihnen soeben per Email geantwortet. Ich hoffe Sie haben nun alle nötigen Unterlagen und können den Fall nun weiter mit mir angehen.

Freundliche Grüße

Thank you very much, Ninosch, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Ninosch,

It's Michal again. I have assumed responsibility for this complaint and will be managing it moving forward. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Wazamba Casino to join the conversation.

Dear Wazamba Casino,

Can you please provide more information on why the player's verification has not yet been successfully finished? As the player states, they have provided all the supporting evidence about their former and current addresses, so I would like to understand what else is needed to clarify this matter?

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 Ninosch,

We have sent a reminder to you via email. We kindly request you to please share the documents requested so we can process with the verification of your account and help you with your request further.

Waiting for your reply!

Best regards,

Wazamba team.

Hello, I honestly don't understand what Wazamba wants from me. I upload documents that are requested and a day later there is a new description and they ask for other documents again.

Now it says that they want a transaction history of the payment method with which I topped up my Jeton account from 01.08-31-08-24. (See screenshot)

Maybe it was just translated badly and it's just a misunderstanding, but if not, how am I supposed to give you a transaction history of my deposit for this period, which I used to make deposits into your casino, if I funded it with Jeton credit? I've only had a Jeton account since July and Wazamba has already received all transaction histories in all formats. So Wazamba already has the transaction history for the payment method I used to deposit with you. I hope you can follow me.

Please explain what exactly you want from me now and whether this game will continue until the end of this year before the casino finally pays me my money.

Many thanks in advance to the Guru Team, also for your involvement so far and your help in this case.

Kind regards

Hallo, ich verstehe ehrlich gesagt nicht, was Wazamba nun von mir möchte. Ich lade Unterlagen hoch, welche angefordert werden und einen Tag später steht eine neue Beschreibung dort und sie verlangen erneut andere Dokumente.

Nun steht dort dass sie einen Transaktionsverlauf der Zahlungsmethode haben wollen, mit welcher ich mein Jeton Konto vom 01.08-31-08-24 aufgeladen habe. (Siehe Screenshot)

Vielleicht ist es einfach schlecht übersetzt worden und es handelt sich nur um ein Missverständnis, aber wenn nicht, wie soll ich Ihnen einen Transaktionsverlauf von meiner Einzahlung für diesen Zeitraum geben, mit der ich die Einzahlungen in ihr Casino getätigt habe, wenn ich es mit dem Jeton Guthaben finanziert habe? Ich habe erst seit Juli einen Jeton Account und davon hat Wazamba ja auch schon alle Transaktionsverläufe in jeglichen Formaten erhalten. Also demnach hat Wazamba dann ja schon de Transaktionshistorie, für die Zahlungsmethode, mit welcher ich bei Ihnen eingezahlt habe. Ich hoffe Sie können mir folgen.

Bitte um Erklärung, was genau Sie jetzt von mir wollen und ob das Spielchen nun noch bis Ende diesen Jahres weiter gehen wird, bevor das Casino mir endlich mein Geld auszahlen wird.

Lieben Dank im Voraus an das Guru Team, auch für Ihr bisheriges Eingemengt und ihre Mithilfe in diesem Fall.

Freundliche Grüße

Dear Ninosch,

It is not in our interest to leave you unsatisfied or keep you waiting. We would like to help you in this situation at the earliest.         

However, once again, we kindly request you to please upload all the requested documents via verification tab. So we can process with the verification of your account and help you with your request further accordingly.

Waiting for your documents to be uploaded.

Best regards,

Wazamba team.

It still doesn't help me because there was no reply to my previous message.

What don't you understand when I say that the old Jeton Wallet does not provide a statement?

I can only send you screenshots of the transaction history from 08/01/24-08/31/24.

Is this what the casino wants?

I have already sent it, but I am happy to do it again.

Es hilft mir dennoch nicht weiter. Weil auf meine vorige Nachricht gar nicht geantwortet wurde.

Was daran verstehen Sie nicht, wenn ich sage, das das alte Jeton Wallet keinen Auszug bereit stellt.

Ich kann Ihnen da nur nochmal Screenshots vom Transaktionsverlauf vom 01.08.24-31.08.24 zukommen lassen.

Ist es das was das Casino möchte?

Habe ich zwar auch schon zugesendet, aber ich bin gerne bereit dies nochmal zu machen.

Dear Ninosch,

Can you please elaborate on this:

I funded it with Jeton credit?

Where did this "Jeton credit" come from? Additionally, do I understand correctly that you have already provided the casino team with the payment method statement with which you topped up your Jeton account?

I would also like to receive more clarification on this:

What don't you understand when I say that the old Jeton Wallet does not provide a statement?

What kind of wallet was that? If there was for some reason, not an option to get a statement, couldn't you just reach out to Jeton support to provide you a statement of that wallet? If this is really not possible at all I would request an official letter or an email from the Jeton team that they cannot provide such a statement.

No, it is not possible to provide an account statement with the old Jeton account. As I have tried to explain several times, this is only possible with screenshots. You can only order this statement with the new Jeton. They recently changed their homepage. That is why it is more difficult and tedious to log into the old Jeton wallet every time.

Since I deposited into the casino with the old Jeton account, I also need the transaction history from the old homepage, as the previous transactions were not transferred to the new Jeton.

I can try to get confirmation from Jeton that such an extract is not possible, but I need some more time to provide this confirmation.

Would it be enough if I received this confirmation via live chat and sent you a screenshot of the live chat?

Nein, es ist mit dem alten Jeton Konto nicht möglich einen Kontoauszug bereitzustellen. Wie ich schon mehrfach versucht habe zu erklären, ist dies nur mit Screenshots möglich. Nur mit dem neuen Jeton kann man diesen Auszug bestellen. Sie haben vor Kurzem die Hompage gewechselt. Deswegen ist es auch schwieriger und mühsamer jedes Mal ins alte Jeton Wallet einzuloggen.

Da ich mit dem alten Jeton Konto ins Casino eingezahlt habe, brauche ich ja auch den Transaktionsverlauf der alten Homepage, da die ehemaligen Transaktionen nicht ins neue Jeton miteingebracht worden sind.

Ich kann gerne versuchen diese Bestätigung von Jeton zu erhalten, das solch ein Auszug nicht möglich ist, allerdings benötige ich dafür nochmal etwas Zeit, um diese Bestatigung bereitzustellen.

Würde das auch reichen, wenn ich diese Bestätigung per Live Chat bekomme und Ihnen einen Screenshot des Livechats zukommen lasse?

Dear Ninosch,

I guess you can request the statement from your "old" Jeton via live chat, but ask them to send it to you via their official email. Also, please ensure that all transactions for the specified time frame are clearly visible on the statement so that the casino team can review them.

No, I just can't do that!

How many times do I have to repeat this?

I cannot request a bank statement on the old Jeton Wallet, not even via live chat.

I hope this has finally arrived now..

I can only give you a confirmation from Jeton which states that it is not possible to request a Jeton account statement.

Is this a bad translation, or are people intentionally not reading what I'm writing correctly?

Otherwise, I am happy to write in your language so that things can finally become clear here.

Because at the moment the communication here really leaves a lot to be desired.

I'm grateful for your help, but we keep talking past each other. Isn't there a better way?

PS: I am a woman and not a man.

Nein, das kann ich eben nicht!

Wie oft muss ich das denn noch wiederholen?

Ich kann auf dem alten Jeton Wallet keinen Kontoauszug beantragen, auch nicht über den Livechat.

Ich hoffe das ist jetzt endlich angekommen..

Ich kann Ihnen nur eine Bestätigung von Jeton geben, in welcher steht, das es nicht möglich ist einen Jeton Kontoauszug zu beantragen.

Ist das hier so schlecht übersetzt, oder liest man absichtlich nicht richtig was ich schreibe?

Ansonsten bin ich gerne bereit in ihrer Sprache zu schreiben, damit hier endlich mal klare Verhältnisse entstehen.

Denn aktuell lässt die Komminikation hier echt zu wünschen übrig.

Ich bin dankbar für Ihre Hilfe, aber wir reden hier andauernd aneinander vorbei. Das geht doch besser?

PS: Ich bin eine Frau und kein Mann.

Dear Ninosch,

I have not come across a situation where a player was not able to provide a Jeton account statement yet. You might be the first one. Please forward me an official message ideally an official email from the Jeton team that it is not possible to get a statement from your old Jeton account.

OK, then please read this carefully. I'm not going to talk nonsense here, my time is too valuable for that.

This is the live chat I was just in. I can't show you anything more than that. He says exactly what I've tried to tell you several times.

Ok dann lesen Sie sich das hier bitte in Ruhe durch. Ich erzähl hier doch keinen Blödsinn, dafür ist mir meine Zeit auch zu schade.

Das hier ist der Livechat in dem ich gerade eben war. Mehr kann ich Ihnen nicht vorlegen. Er schreibt genau das, was ich Ihnen auch schon mehrmals versucht habe mitzuteilen.

I also requested it again via email.

Ich habe es zusätzlich nochmal per Email angefordert.

Dear Ninosch,

Thank you for that. This is indeed interesting. You really are the first person with this kind of "issue". So I guess the only possible way for you to provide the casino team with your "old" Jeton account transactions history is via screenshots. Not the most favourable option, but this seems to be the only possible way.

Now on to a bit different topic. While I understand that you value your time, please keep in mind that we value ours as well. It’s important to recognise that we are making efforts to assist you, not the other way around, so your full cooperation is essential. Providing this "evidence" upfront or straight away would save time for both parties. I trust you understand.

Dear Wazamba Team,

The Jeton support team has confirmed that the player's old Jeton account statement can only be shared through screenshots of the transactions. Is this requirement really of such significant importance? Could you please clarify how the player should submit these, considering there may be a significant number of screenshots?

Thank you for your understanding.

Please excuse me if you seem to have misunderstood me. I believe the translation is not 100% correct and this leads to misunderstandings. I didn't want to appear rude in any way, but I wanted to express that I noticed that the communication just wasn't working properly. I have now had this translated directly into English, so that this time there is no further misunderstanding. I am very grateful for your help and appreciate your work very much.

Best regards

Hello all,

As the player says she cannot upload Jeton statements. We still need some more time to check this with the relevant department.

Thank you for you time and patience.

Best whishes,

Wazamba team.

Dear Wazamba Team,  

I hope this message finds you well. I would like to inquire if there have been any updates regarding the review of the player's account. Has the process reached a conclusion?

Hello all,

We have accepted the request to share the screenshots. Hence, we have sent an email to Ninosch (also kept Michal in CC) to share the screenshot of the few transactions (attached in email) in details. So we can check and proceed further accordingly. Thank you!

Waiting for your screenshots.

Best whishes,

Wazamba team.

Thank you for your understanding.

I have just sent you the requested document via email.

Danke für Ihr Verständnis.

Ich habe Ihnen das gewünschte Dokument eben per Email zugesandt.

Dear Ninosch,

Thank you for sharing all the requested documents. We are glad to inform that your Wazamba account was verified and we kindly suggest you to continue with your Wazamba account.

Our team wishes you all the best for your future activities!

Best whishes,

Wazamba team.

I have now received an email from Wazamba stating that the verification is now complete. I have just requested a withdrawal and hope that everything works out now.

Ich habe von Wazamba nun eine Email erhalten, dass die Verifizierung nun abgeschlossen ist. Soeben habe ich eine Auszahlung beantragt und hoffe das nun alles klappt.

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.

Why does the casino tell me that I am verified and now I can no longer log into my account?

So now I really don't understand anything anymore.

Wieso sagt mir das Casino dass ich verifiziert bin und nun kann ich mich nicht mehr auf meinen Account einloggen?

Also jetzt verstehe ich wirklich gar nichts mehr.

Hello all,

We humbly request for more time as we are waiting for an update from the relevant department. Will share the update at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Wazamba team.

You clearly stated that I am now verified and can continue? And now I can't even log in. I would have thought that at least an explanation would have been appropriate, dear Wazamba Casino.

Sie haben doch ganz klar mitgeteilt dass ich nun verifiziert bin und fortfahren kann? Und nun kann ich mich nicht mal mehr einloggen. Da hätte ich schon zumindest eine Erklärung für angebracht gehalten liebes Wazamba Casino.

Hello Michal,

We have shared an email with you. We are too waiting for an update.

Best regards,

Wazamba team.

Dear Wazamba team,

I was taken aback by the email you sent, and I must admit that I don't really understand it. I have replied to it and am looking forward to your timely response, along with the necessary steps to finally effectively address this complaint.

Hello Michal,

Just to keep you informed. We are in a conversation with the player outside this thread. As had informed you earlier via email as well.

We are willing to and working on, to help the player with a positive outcome.

Hence, we kindly request Casino Guru to give us some more time and we will give an update at the earliest as possible.

Thank you for your understanding!

Best regards,

Wazamba team.

So if Wazamba Casino were to have a conversation with me outside of Casino Guru, I would know 😅

What kind of statement is that? The last email I received from the casino was 3 weeks ago, in which you wrote that I had now been successfully verified. You wrote the same thing in the complaint here 3 weeks ago.

So I'm getting more and more confused.

Also, wenn das Wazamba Casino außerhalb von Casino Guru mit mir ein Gespräch führen würden, wüßte ich das 😅

Was ist dass jetzt für eine Aussage? Die letzte Email die ich vom Casino erhalten hatte war die vor 3 Wochen, in welcher Sie schrieben, dass ich nun erfolgreich verifiziert wäre. Dasselbe haben Sie ja auch hier vor 3 Wochen in die Beschwerde reingeschrieben.

Also ich bin immer verwirrter.

Dear Ninosch,

Your Wazamba account is functional and ready for you to use. We kindly suggest you to please proceed.

Our team wishes you all the best for your future activities!

Best regards,

Wazamba team.

Dear Ninosch,

I hope this message finds you well. I wanted to check in and see if you are now able to fully utilize your Wazamba account. Additionally, have you had the opportunity to submit a withdrawal and successfully receive the funds?

I was able to log back into my account, but there has been no payout yet.

I have currently requested 3 withdrawals.

from 2.3.25 / 3.3.25 / 6.3.25.

None of them have been paid out yet.

Ich konnte mich zwar wieder auf mein Konto einloggen, aber es gab bisher keine Auszahlung.

Ich habe aktuell 3 Auszahlungen beantragt.

vom 2.3.25 / 3.3.25 / 6.3.25.

Keine davon wurde bisher ausbezahlt.

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.

I wanted to let you know that the casino has paid out the first 500€☺️

Ich wollte mitteilen, dass das Casino die ersten 500€ ausbezahlt hat☺️

Dear Ninosch,

I appreciate the update. I am hopeful that the additional withdrawals will be processed smoothly and without any unforeseen delays. Please keep me informed.

Dear Ninosch,

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.

The casino still pays out regularly😊

Das Casino zahlt nach wie vor regelmäßig aus😊

Hello, I wanted to let you know that Wazamba has now paid out my entire winnings. This ticket can now be closed.

Thank you very much for your support in this case.

Kind regards

Darya Kravarik

Hallo, ich wollte mitteilen, das Wazamba nun meinen gesamten Gewinn ausbezahlt hat. Somit kann dieses Ticket nun geschlossen werden.

Vielen lieben Dank für Ihre Unterstützung in diesem Fall.

Freundliche Grüße

Darja Kravarik

Dear Ninosch,

Thank you for your confirmation. I'm glad you finally received all the winnings. It's heartening to know that our involvement played an important role in resolving the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru