Wazamba Casino - La cuenta del jugador ha sido cerrada.

I deposited €50, reached €109, and decided to withdraw. I only played Live Evolution Blackjack. The casino closed my account and, after emailing me they'd send me the money anyway, they haven't responded.

Ho depositato 50€, arrivato a 109€ ho deciso di prelevare. Ho giocato solo blackjack live evolution. Il casinò mi ha chiuso l'account e, dopo avermi detto tramite mail che mi avrebbero mandato ugualmente i soldi, non mi rispondono più.

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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 you a few questions to clarify your situation.

• Am I correct in understanding that the casino allegedly processed your withdrawal request on May 23?
• Have you made any successful withdrawals from this casino before?
• Which payment method did you select for this withdrawal request?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?

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

Good morning.

1) exactly

2) sure, I've been using it since December practically several times a week.

3) credit card

4) yes, I did the kyc

Buongiorno.

1) esattamente

2) certo, lo uso da dicembre praticamente più volte a settimana.

3) carta di credito

4) si, ho fatto il kyc

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

Alternatively, have you, by any chance, created multiple accounts at this casino and played the same Blackjack game simultaneously? We have received two complaints submitted seven minutes apart regarding the same issue at Wazamba Casino originating from the same IP address.

Thank you in advance for your cooperation.

Hi! No, we're two different people. I only have one account with my name, and that's it. 🙂

Ciao! No siamo due persone distinte . Ho un solo account col mio nome e basta 🙂

Dear PANIKO

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, Kubo (jakub.m@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,

Veronika

Dear PANIKO,

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 PANIKO,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Wazamba Casino Team

Dear All,

We are writing to provide an update regarding the players account.

The relevant department has reviewed the case and informed us that the account has been permanently closed. This action was taken in strict accordance with our Terms and Conditions, specifically Sections 9.1, 9.3, and 9.4.

As these sections outline our regulatory and safety compliance policies, the decision is final. We appreciate your cooperation.

Kind regards,

Wazamba Casino Team

Yes, but I don't care about the account, I want the withdrawal money.

Sì ma a me non interessa dell’account, voglio i soldi del prelievo.

Dear Wazamba Casino,

Following the resolution of many complaints in which you have assisted us, I believe you are aware that such a statement needs to be supported by clear and conclusive evidence. A simple reference to the allegedly violated terms is not sufficient for us to proceed with the resolution process.

Therefore, if you intend to retain or void the player’s balance, I kindly ask you to provide a clear explanation and supporting evidence for the account closure. Alternatively, please confirm that the remaining balance will be refunded to the player.

Feel free to send the information directly to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

We are writing to inform you that we have just sent an email regarding the matter to your inbox.

When you have a moment, please check your inbox to review the details provided.

Thank you for your time and assistance

Kind regards,

Wazamba Casino Team

Dear Wazamba Casino,

I have reviewed your email and responded with some additional questions.

I look forward to your reply. Thank you for your cooperation.

Dear Kubo,

We have replied to your email regarding the matter.

When you have a moment, please check your inbox to review the details provided.

Thank you for your time and assistance

Kind regards,

Wazamba Casino Team

Hello, what's new?

Salve, novità?

Dear Wazamba Casino,

I have responded to your email and look forward to your reply.

Dear PANIKO,

Our communication with the casino representative via email is still ongoing. At this stage, I can confirm that, from our perspective, your funds should be returned to you. I will share further details and any relevant updates as soon as they become available.

Thank you for your continued patience.

Dear All,

We are writing to let you know that we are currently investigating the matter alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Wazamba Casino Team

Dear All,

Following a review with the relevant internal department regarding the player’s case, we would like to present our final resolution.

We want to refund the previously deducted amount of €109. However, please note that the player's account will remain permanently closed in accordance with our terms and operational policies.

If the player accepts these terms, please confirm their agreement so we can initiate the transaction as soon as possible.

Thank you for your assistance.

Best regards,

Wazamba Casino Team

Yes, I confirm.

Si, confermo.

Dear PANIKO,

Please be advised that we have sent an email requesting your bank account details in order to proceed with processing your funds.

Once you reply to that email with the required information, we will immediately initiate the transfer.

Thank you for your cooperation.

Best regards,

Wazamba Casino Team

Dear PANIKO,

Could you please confirm that you have provided the casino with the requested information?

Thank you.

I confirm but I haven't received the money yet

Confermo ma non ho ancora ricevuto i soldi

Dear All,

We would like to confirm that we have received the players bank details. Our team is now reviewing and preparing the transaction.

Once the funds have been successfully processed, we will notify you.

Kind regards,

Wazamba Casino Team

Dear PANIKO,

We have processed your refund request, however, our finance team was unable to complete the transfer using the bank details provided. Our company policy strictly requires that all payments be issued directly to an account held in the account holder's own name. Because the details provided belong to a third party, we are unable to proceed with the payment.

To allow us to complete this transaction, please send us your personal account details. Once we receive your information, we will re-initiate the refund right away.

Thank you for your cooperation and understanding.

Kind regards,

Wazamba Casino Team

I've sent all my information. I'd like to be notified when the payment is made! Thank you.

Ho provveduto a mandare tutti i miei dati. Chiedo notifica di quando il pagamento verrà effettuato! grazie

Dear PANIKO,

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the transaction.

Once the funds have been successfully processed, we will notify you.

Kind regards,

Wazamba Casino Team

Dear PANIKO,

Could you please provide us with an update regarding your refund? Has it already been processed, and have you received the funds?

Please let us know.

Thank you.

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

Dear PANIKO,

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