Wazamba Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Good morning I sent all the documents requested by them for the kyc verification including bank transactions, initially they asked me for a period where I had not made transactions with them but that I had a VIP bonus in real money issued a few days before by them (documented email) and I won a good sum and they started the verification procedures, I demonstrated that I had not made transactions in the requested period but that I had a bonus in real money, so I sent transactions made in different periods, I demonstrated that the card is in my name and connected to my bank account, as soon as I started the withdrawals, after repeated emails with documents sent several times in various formats and after having responded to the repetitive emails that asked me to respond with username and email to verify that the email is mine, in the end after having given the last umpteenth document they replied that the email is not associated with the account, while I have proof of screenshots also with the balance that confirm the email and also I have screenshots and emails of messages with their department with which they have always sent me bonuses, therefore to strengthen the fact that the email is associated with my account. And that it is in their systems, they are doing everything to prevent me from taking my money that is due to me, I have already made a complaint to their support asking for transparency in the verification. Can you help me? I can also send you all the. Communication with them via email if you want

Buongiorno ho mandato tutti i documenti richiesti da loro per la verifica kyc compresi transazioni bancarie, inizialmente mi hanno chiesto un periodo dove non avevo fatto transazioni con loro ma che avevo un bonus vip in soldi veri emesso qualche giorno prima da loro( mail documentata) e ho vinto una buona somma e hanno avviato le procedure di verifica ,ho dimostrato di non aver fatto transazioni nel periodo richiesto ma che avevo un bonus in soldi veri, quindi ho mandato transazioni effettuate in periodi diversi, ho dimostrato che la carta e' intestata a me è collegata al mio conto bancario,appena ho iniziato i prelievi , dopo ripetute mail con documenti mandati più volte in vari formati e dopo aver risposto alle mail ripetitive che mi chiedevano di rispondere con username e mail per verificare che la mail sia la mia , alla fine dopo aver dato l ultimo ennesimo documento mi hanno risposto che la mail non e' associato al account, mentre io ho prove di screenshot anche con il saldo che confermano la mail e inoltre ho screenshot e mail di messaggi con il loro dipartimento vip@wazamba.com con il quale mi hanno sempre mandato bonus , quindi a fortificare il fatto che la mail è associata al mio account. E che è nei loro sistemi, stanno facendo di tutto per non farmi prendere i miei soldi che mi spettano, ho già fatto un reclamo alloro supporto chiedendo trasparenza nella verifica. Mi potete aiutare ? posso anche girarvi tutta la. Comunicazione con loro via mail se volete

Dear V.mac,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have already provided and when exactly you sent the last one? Were they sent in a correct format?
• Were any of the documents you provided approved or explicitly rejected?
• Could you clarify if you have ever attempted to communicate with the casino support using any other email address?
• Do you have a registration or a verification email from the casino confirming that you created your account using the email address in question? Could you please forward it to me together with the promotional email confirming that you received a VIP bonus? My email is natalia.b@casino.guru.

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

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Natalia,

Thanks for your availability. Here are the answers to your questions:

1. Documents sent: identity card, screenshots of transactions to Wazamba with my letterhead, bank receipts, screenshots of the balance and communications from . I also sent bank receipts of payments made by me with that card in other contexts, The last document (February extract) was sent again on May 22, 2025 in PDF. where I made top-ups of the card associated with my account with which I made deposits

2. Outcome: I did not receive clear confirmation of the approval of the documents, but an email stating that my email was not associated, which I can deny (see point 4).

3. Email used: always the same, both to register and to communicate with support.

4. Email association proof: I have emails from with bonuses and personalized communications, screenshots with balance and username, transaction history on the site matching the bank ones sent. In addition, in the past I have been confirmed withdrawals via email to the same address.

I can forward everything to the address indicated. I remain at your disposal.

Gentile Natalia,

grazie per la disponibilità. Ecco le risposte alle sue domande:

1. Documenti inviati: carta d’identità, screenshot delle transazioni verso Wazamba con la mia carta intestata, ricevute bancarie, screenshot del saldo e comunicazioni da vip@wazamba.com. ho mandato anche ricevute bancarie di pagamenti effettuati da me con quella carta in altri contesti,L’ultimo documento (estratto di febbraio) è stato inviato nuovamente il 22 maggio 2025 in PDF.dove ho fatto ricariche della carta associata al mio conto con la quale ho fatto versamenti

2. Esito: non ho ricevuto conferme chiare sull’approvazione dei documenti, ma una mail in cui si affermava che la mia email non era associata, cosa che posso smentire (vedi punto 4).

3. Email usata: sempre la stessa, sia per registrarmi sia per comunicare con l'assistenza.

4. Prova dell’associazione email: ho email da vip@wazamba.com con bonus e comunicazioni personalizzate, screenshot con saldo e username, cronologia transazioni sul sito coincidenti con quelle bancarie inviate. Inoltre, in passato mi sono stati confermati prelievi tramite email sullo stesso indirizzo.

Posso inoltrare tutto all’indirizzo indicato. Resto a disposizione.

I would like to add that I have also attached my electricity bill of my own free will where I confirm my address where I live now, that is, the same as my identity card and account, because on the bank statement there is the one where I receive my mail, that is, my parents' where I lived.

Aggiungo ho allegato anche bolletta della corrente di mia spontanea volontà dove confermo il mio indirizzo dove abito ora , ovvero uguale alla carta di identità e al account, perché sul estratto conto c e' quello dove ricevo la posta , ovvero quello dei miei genitori dove abitavo

Thank you very much for your reply, V.mac. Could you please also forward all the relevant communication (emails, chat logs) between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

OK thank you

Ok grazie

The problem is that now that they have verified everything in these two days they are asking me for an original Applepay PDF history (which I no longer have a way to verify because I no longer have an iPhone) and among other things I have verified that there is no way to download the original PDF from Apple Pay either. The question arises spontaneously, after I sent my identity card

Electricity bill

February statement

Bank receipt with payment to them

My card transactions with which I have made deposits

Screenshot of email with vip department to confirm my account.

I don't know what else to add.

It is impossible to give them the last document they requested, and in any case Applepay is only a payment tool, what matters is that the card is in my name, and the account from which it is loaded is also important.

Il problema è che ora che in questi due giorni hanno verificato tutto mi stanno chiedendo uno storico in PDF originale Applepay ( che non ho più modo di verificare perché non ho più i phone) e tra le altre cose ho verificato che non c ' è modo di scaricare in PDF originale neanche da Apple pay.la domanda mi sorge spontanea, dopo che ho mandato carta di identità

Bolletta della luce

Estratto conto di febbraio

Ricevuta bancaria con pagamento verso di loro

Transazioni della mia carta con vuoi ho effettuato versamenti

Screenshot di email con il reparto vip per confermare il mio account.

Non so più cosa altro aggiungere.

L ultimo documento da loro richiesto è impossibile farglielo avere , e comunque Applepay è solo uno strumento per pagare , quello che conta è che la carta sia intestata a me , e il conto da dove viene caricata anche

Technically they are asking me for a document that doesn't exist

Tecnicamente mi stanno chiedendo un documento che non esiste

Thank you very much, V.mac, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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.

Thank you so much Natalia for the support so far. I forwarded you the official Apple response regarding the Apple Pay PDF, which technically does not exist. I remain available to provide any other documentation needed. I await updates and thanks again for the help.

Grazie mille Natalia per il supporto finora. Le ho girato la risposta ufficiale di Apple riguardo al PDF di Apple Pay, che tecnicamente non esiste. Resto a disposizione per fornire qualsiasi altra documentazione necessaria. Attendo aggiornamenti e grazie ancora per l’aiuto.

Hello V.mac,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wazamba Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

I sincerely thank you for taking on my case and contacting Wazamba directly. I really appreciate your support and professionalism.

I remain available for any further information useful for the resolution.

Thanks again!

Vi ringrazio sinceramente per aver preso in carico il mio caso e per aver interpellato direttamente Wazamba. Apprezzo molto il vostro supporto e la vostra professionalità.

Resto a disposizione per qualsiasi ulteriore informazione utile alla risoluzione.

Grazie ancora!

Dear All,

We’re pleased to inform you that the player's account has now been successfully verified, and no further documents are required.

We fully understand the inconvenience caused by the delay and sincerely apologize for the extended processing time and any frustration it may have caused.

Thank you for your patience and cooperation throughout the process.

Best regards,

Wazamba team

Dear Natalia, dear Michael,

I would like to express my sincere gratitude to you and the Wazamba team for bringing this situation to a conclusion. I know it has been a long and difficult journey, but I greatly appreciate the time, care and professionalism with which you have handled my case.

I also thank the platform for following up on the checks and for demonstrating, in the end, correctness.

I wish everyone good work and, once again, thank you for the support received.

Best regards,

Gentile Natalia, gentile Michael,

Desidero esprimere la mia sincera gratitudine a voi e al team di Wazamba per aver portato a conclusione questa situazione. So che è stato un percorso lungo e non semplice, ma apprezzo molto il tempo, l’attenzione e la professionalità con cui avete gestito il mio caso.

Ringrazio anche la piattaforma per aver dato seguito alle verifiche e per aver dimostrato, alla fine, correttezza.

Auguro a tutti buon lavoro e, ancora una volta, grazie per il supporto ricevuto.

Cordiali saluti,

Dear V.mac,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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 https://www.trustpilot.com/evaluate/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 V 

Casino.Guru