Wazamba Casino - La cuenta del jugador ha sido cerrada.

My account at this Casino was closed, as I explained in the complaint regarding Casino Amunra. It is the same company, and the balance I had in my Wazamba account was approximately 800 USD. I reported this to them weeks ago, and they said the department would resolve my case, but nothing has happened yet.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

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

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification at this casino?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?
• When was the last time the casino communicated with you regarding the closure of your account?
• What reasons did the casino provide for your account closure?

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

As i remember i used all games types: live casino, slots, bonus spins, bets on sports

Ive no pending bonus.

Ive made a withdrawn before.

No KYC requested.

They dont give to me any reason to the closure.

If im right, this week i contacted they again.

Thank you for your reply.

How many deposits have you made into this casino?

Which payment methods have you used to deposit funds into this casino?

Have you made sure to use only bank cards or wallets registered in your own name?

If im not wrong ive made 2 deposits on Wazamba and all using crypto.

Could you please forward me the emails between you and the casino regarding the closure of your account? My email address is veronika.f@casino.guru.

Also, since you have made two deposits via Crypto, have you made sure to use a wallet registered in your own name?

I sent the requested documents to the email address. I was making withdrawals and deposits directly from my Binance account.

Thank you very much, MarlonUser, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Stay safe.

Dear MarlonUser,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Wazamba Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Wazamba Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear all,

Thank you for your patience , We kindly inform you that we are currently reviewing your case.

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

Thank you for your patience and understanding.

Kind Regards,

Wazamba Casino

Dear Wazamba Casino,

I’m writing to follow up on my previous message and to ask whether there have been any updates regarding your review. Could you please share the current status?

Thank you.

Dear All, 

We hope this message finds you all well.

We would like to clarify that the account was closed in accordance with articles 3.9 and 9.1 of our Terms and Conditions, pursuant to an administrative decision.

Moreover, We would like to kindly draw your attention to the following articles from our Terms and Conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

9.1 The 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: 

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.<<…>>

Due to our internal security policies, we are unable to share our findings related to the account closure, however the account is closed without the possibility to be re-opened. As a compromise, we are willing to return the active balance that is currently in the account.

Please let us know if you are in agreement so we can proceed accordingly.

We hope this helps clarify the matter for you.

Kind regards,

Wazamba casino Team

I want to receive my balance in my account. I've already tried contacting you via chat and email about this, but you haven't provided any clarification.

Dear MarlonUser,

Could you please confirm whether you were able to contact the casino representative regarding the refund of your balance to your bank account?

Thank you.

Dear MarlonUser,

Thank you for your confirmation.

Dear Wazamba Casino,

Could you please confirm that you have received the player’s payment details? Additionally, we would appreciate it if you could provide the expected timeframe for when the funds will be transferred to the player.

Thank you.

Dear All,

We hope you are well.

This is to confirm that we have received the required details.

Players manual withdrawal request has been successfully processed, and player should have already received their active balance.

Kind regards,

Wazamba casino Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MarlonUser,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo