Wazamba Casino - El retiro del jugador se retrasa debido al proceso KYC (Conozca a su cliente).

Hello, I'm having a problem with Wazamba Casino. I can log in, but I can't withdraw any money. They asked me to complete the KYC process, but even after waiting for quite some time, the situation hasn't changed. I'd like to ask if, with your help, it would be possible to withdraw my money from this casino. Thank you.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Dear RanaTonante,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Have you received any confirmation regarding successful verification?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

HI,

• Yes, I have already withdrawn before
• The document verification, as shown in the photo I sent you, appears to be accepted but not completed. I've asked them via chat and they can't help me.
• The weekly funid/playid bonus was active

Thanks for your help

Ciao,

• Sì, ho già prelevato in precedenza
• La verifica del documento, come visibile nella foto che vi ho mandato, risulta accettata, ma non completata. Chiedendo alla loro chat non mi sanno aiutare.
• Era attivo il bonus settimanale di funid/playid

Grazie per l'aiuto

Thank you for your reply, RanaTonante. I have a few more questions to get the full picture.

• Which documents have you already submitted, and when did you upload the most recent one?
• Has the casino indicated any issues with approving any specific documents?
• When was the last time you tried to contact the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Thank you very much.

HI,

• I sent my ID card and proof of residence approximately a month ago.
• The casino didn't report anything to me.
• The last time I contacted them was probably about 2-3 weeks ago, and they said they'd contact me via email if needed. I never received anything. Furthermore, all communications I've had with them have been via live chat on their website, so I can't provide you with the screenshots you requested.

Thanks again for your help.

Ciao,

• Ho inviato la carta d'identità e la prova di residenza, indicativamente un mese fa.
• Il casinò non mi ha segnalato nulla.
• L'ultima volta che li ho contattati sarà stato circa 2-3 settimane fa, dicendomi che mi avrebbero contattato via mail se ci fosse stato bisogno. Non mi è mai arrivato niente. Inoltre le comunicazioni che ho avuto con loro sono state via live chat nel loro sito, quindi non mi è possibile fornirti gli screenshot richiesti.

Grazie ancora per l'aiuto.

Dear RanaTonante,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear RanaTonante,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wazamba Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Wazamba

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Wazamba

Dear Wazamba Casino Team,

It has been almost a week and we would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear All,

We are writing to inform you that we are prepared to refund the final active balance of 176.30 EUR of the player prior to account closure. Please note, however, that the account will remain permanently closed pursuant to the administrative decision outlined in Sections 9.1, 9.3, and 9.4 of our General Terms & Conditions.

We would like to draw your attention to the following point of the Terms and Conditions that you accepted when creating your account with our website:

9.1The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

.using the Website for commercial purposes or in someone else’s name or interest;

.engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

.using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;

.colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

 .using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

 .engaging in money laundering, terrorism financing or any other criminal activity;

 .threatening, harassing or abusing other customers or members of our staff;

 .attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems.

 .attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;

 .attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation.

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account

void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you

 contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

To proceed with the amount of 173.6 EUR please provide Bank details :

Full Name (please include all names including middle names)

• E-mail•

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Kind regards,

Wazamba

Dear Wazamba Casino Team,

thank you for the update!

Once you sent the funds, please let us know.

Dear all,

Thank you for the patience.

We would like to inform you that your refund is completed.

Kind regards,

Wazamba

I confirm receipt of payment!

Thank you all so much for your help!

Confermo la ricezione del pagamento!

Grazie mille a tutti per l'aiuto!

Dear RanaTonante, I'm so glad to hear that your money has arrived! I'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.