Wazamba Casino - La cuenta del jugador ha sido cerrada con fondos retenidos.

Dear Casino Guru Team,

I'm contacting you because I urgently need your help regarding a problem I've been experiencing with Wazamba Casino. My account was closed without a valid justification, and my balance of S/1,322 was deducted without allowing me to properly complete the verification process, despite my constant refusal to cooperate.

In January 2025, before leaving the country for my trip, I began the verification process by submitting a photo of my ID as requested. During my trip, I was unable to access the platform because Wazamba does not operate in the country where I was temporarily staying. Before traveling, I attempted to continue the verification process, but their website was experiencing technical issues that prevented me from uploading my documents.

I received an email from Wazamba telling me that if I had trouble uploading the documents, I could send them by email. When I asked them where I should send them, they responded contradicting me, saying they don't accept applications by email, and then stopped responding.

After that, on January 23rd, I received an email stating that my account had been closed and my balance deducted, citing a supposed verification failure according to their Terms and Conditions. I never refused to verify. I was simply not offered a valid channel to do so.

I've been back in Peru for over a month now, with a stable connection, and I'd like to complete the verification process. However, since then, I haven't received a response from Wazamba support, nor have they offered me a solution.

I request your intervention to review my case and return the unjustly withheld money. I have proof of the email, the attempted contact, and the verification attempt.

In short, the account was closed because I did not complete the verification in time, but it was not because I refused but because Wazamba had problems uploading my ID photo on their platform, so I contacted them by email to provide me with another way to send my documents, they did not respond, they did not give me a solution, time went by, they decided to close my account and withhold my money... since then I have been insisting that they give me a solution because in the end I could not verify the account BECAUSE OF THEIR PLATFORM

Estimado equipo de Casino Guru,

Me comunico con ustedes porque necesito su ayuda urgente respecto a un problema que he tenido con el casino Wazamba. Mi cuenta fue cerrada sin una justificación válida, y mi saldo de S/1322 fue deducido sin que me permitieran completar correctamente el proceso de verificación, a pesar de que en ningún momento me negué a colaborar.

En enero de 2025, antes de salir del país por viaje, inicié el proceso de verificación enviando una foto de mi DNI como me solicitaron. Durante mi viaje, no pude acceder a la plataforma porque Wazamba no opera en el país donde estuve temporalmente. Antes de viajar intenté continuar con la verificación pero su sitio web presentaba problemas técnicos que impedían subir los documentos.

Recibí un correo de Wazamba indicándome que si tenía problemas para subir los documentos, podía enviarlos por correo electrónico. Al pedirles a qué correo debía enviarlos, me respondieron contradiciéndose, diciendo que no aceptan solicitudes por correo, y dejaron de responder.

Después de eso, el 23 de enero me llegó un correo diciendo que mi cuenta fue cerrada y mi saldo deducido, alegando una supuesta falla en la verificación según sus Términos y Condiciones, pero nunca me negué a verificar. Simplemente no me ofrecieron un canal válido para hacerlo.

Ya estoy de regreso en Perú desde hace más de un mes, con conexión estable, y deseo completar el proceso de verificación. Sin embargo, desde entonces no he recibido ninguna respuesta del soporte de Wazamba, ni me han ofrecido una solución.

Solicito su intervención para que se revise mi caso y se me devuelva el dinero retenido injustamente. Tengo pruebas del correo, del intento de contacto y del intento de verificación.

En resumen , la cuenta fue cerrada por que no complete a tiempo la verificación , pero no fue por que yo me haya negado sino que Wazamba presentaba problemas para subir mi foto de DNI en su plataforma por lo que les hable por correo para que me brinden otra vía para enviar mis documentos , no me respondieron no me dieron solución paso el tiempo decidieron cerrarme la cuenta y retener mi dinero … desde entonces he estado insistiendo para que me den una solución por que al final de todo no pude verificar la cuenta POR CULPA DE SU PLATAFORMA

Dear fmaquera17,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Which documents have you already provided apart from the ID, and when exactly did you send them? What specific technical issues did you encounter when trying to upload your documents on their platform?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

1) Hello, I have come to play live casino and sports, but more sports

2) I sent the photo of my ID from the platform, but every time I clicked send, it took a long time to load and the screen went black. I tried on another cell phone, another PC, another laptop and the same thing happened, so I contacted them by email, which they said:

And then they didn't respond to me, days later they informed me that my account was closed for not complying with the verification (AND AS YOU CAN SEE, I NEVER REFUSED, I WAS JUST WAITING FOR THEM TO TELL ME THE EMAIL)

3) The money in my account was from bets, losses and profits, NOT BONUSES

1) Buenas , eh llegado a jugar casino en vivo y deportes , pero mas deportes

2) Envié la foto de mi DNI desde la plataforma , pero cada ves que le daba a enviar , demoraba en cargar y se ponía pantalla en negro , intente en otro celular otra pc otro laptop y lo mismo , así que me comunique por correo , lo cual ellos dijeron:

Y luego no me respondieron , días después e informaron que mi cuenta fue cerrada por no cumplir con la verificación ( Y COMO SE VE , YO JAMAS ME NEGUE SOLO ESTABA ESPERANDO A QUE ME INDIQUEN EL CORREO)

3) El dinero dentro de mi cuenta fue producto de apuestas , perdidas y ganancias , NO BONOS

Thank you very much for your reply, fmaquera17. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

That's it, please check.

Ya esta , por favor revise.

Thank you very much, fmaquera17, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello fmaquera17,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like Wazamba Casino to join the conversation.

Dear Wazamba Casino,

I would appreciate your explanation of why the player's account was closed. As the player mentioned, they wanted to provide their documents for the verification process, but there seem to be some issues on your part. Can you please clarify that? If there are any factors that may affect this situation and are not appropriate for public disclosure, please feel free to share them with me at michal.k@casino.guru

Just to make things clear:

• I never refused to verify my account.

• It is true that I left the country, but before traveling I had already started the verification process (sending everything they asked me up until then, it is annoying that when I am already traveling they ask me for more things when it would not cost them to request everything at once).

• During the trip, I was unable to complete it for reasons beyond my control. (Even so, I had let them know beforehand that I was leaving and that they could hurry up with the verification.)

• As soon as I returned to my country, I tried to resume and continue with the verification.

• I am fully willing to continue with the verification process at this time.

I hope this is clear to the relevant team.

Solo para dejar las cosas claras:

• Jamás me negué a verificar mi cuenta.

• Es cierto que salí del país, pero antes de viajar ya había iniciado el proceso de verificación (enviando todo lo que me pidieron hasta ese entonces , es molesto que ya estando de viaje me pidan mas cosas cuando no les costaba solicitar todo de una sola ves).

• Durante el viaje me fue imposible completarlo por razones fuera de mi control. (aun así les había avisado antes que iba a salir de viaje que si se podían apurar con la verificación).

• Apenas regresé a mi país, intenté retomar y continuar con la verificación.

• Estoy completamente dispuesto a continuar con el proceso de verificación en este momento.

Espero que esto quede claro para el equipo correspondiente.

Dear fmaquera17,

I hope this message finds you well.

We sincerely appreciate your understanding and apologize for any inconvenience this situation may have caused.

We are currently investigating this matter and will respond to you with a comprehensive reply at our earliest convenience.

Thank you very much for your patience and support as we work to resolve this issue.

Best regards,

Wazamba Casino Team

Dear Frank,

Thank you for contacting us.

We wish to offer clarification concerning the actions taken on your account. Following a thorough review, it was necessary to close your account and confiscate your funds due to the failure to complete the account verification process within the required timeframe of 30 days.

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

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

9.4 Should we arrive at a reasonable suspicion that you have engaged in fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following actions, 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.

We hope this provides clarity on our position.

Kind regards,

Wazamba Casino Team

I am writing to you with deep concern following a communication referring to Section 9.4 of your Terms and Conditions , which refers to fraudulent or illegal activities. I want to make it absolutely clear that I have not committed any act of fraud or engaged in any illegal conduct , and I find it extremely serious that terms suggesting otherwise are being used without providing any basis or evidence.

I immediately request that you provide me with any concrete evidence that motivated this rating, because if you are using this clause as an argument to close my account, I understand that you are making a direct accusation . In the absence of clear and verifiable evidence, I demand that you withdraw any insinuation of fraudulent behavior.

Regarding point 5.3 of your terms, I am fully aware of my obligation to complete the verification within 30 days. However, I would like to highlight the following:

1. From the outset, I requested that the verification process be expedited, as I had a trip planned. I did not receive a timely response or support from them to facilitate this process within the appropriate timeframe. --- What is curious is that their working system allows the user to deposit money without verifying the account, but only requests verification upon withdrawal. I believe a more transparent and fair approach would be to require identity verification before accepting any deposit, thus avoiding problematic situations like this.
2. Once I began my trip, you requested additional documents, which was impossible to properly process from abroad. I never refused to comply; I simply didn't have the resources or the time due to the initial lack of response.
3. At no time did I use prohibited tools such as VPNs , nor did I violate any of the platform's rules. I acted with complete transparency and within the law.

Therefore, the fact that my account is now being closed , citing Section 9.4 and suggesting fraudulent activity, is unacceptable and offensive to me. I insist that I be provided with a clear explanation, as well as documentation to support this decision. This matter may escalate if not properly clarified, as my reputation is being compromised without just cause.

Finally, I'm attaching a screenshot where you told me that if I had trouble submitting my documents through the account verification page, I could send them to the corresponding email address. However, when I checked for that email address, I never received a response.

Giving my explanation in detail, I hope this clarifies the reason for my anger, since, in a way, the verification was not completed due to errors on your part:

1. I requested a faster verification process, but received no response or progress.
2. They could have asked me for all the necessary documents from the start to avoid delays.
3. Verification should have been requested at the time of deposit , not just when attempting to withdraw.
4. I was told that if I had any issues with the verification platform, I could send my documents by email, but I was never told what that email address was.
5. Where was Wazamba's empathy? I never broke the rules, I never used a VPN, because I know it's not a permitted activity. If I had, you would have had the right to close my account, but that wasn't the case.

I will be awaiting your response.

Me dirijo a ustedes con suma preocupación tras recibir una comunicación en la que se menciona el apartado 9.4 de sus Términos y Condiciones, el cual hace referencia a actividades fraudulentas o ilegales. Quiero dejar absolutamente claro que no he cometido ningún acto de fraude ni he incurrido en ninguna conducta ilegal, y me parece gravísimo que se utilicen términos que sugieren lo contrario sin presentar fundamentos ni pruebas.

Solicito de inmediato que me remitan cualquier evidencia concreta que haya motivado esta calificación, ya que si están utilizando dicha cláusula como argumento para cerrar mi cuenta, entiendo que están haciendo una acusación directa. En caso de que no existan pruebas claras y verificables, exijo que retiren cualquier insinuación de comportamiento fraudulento.

Respecto al punto 5.3 de sus términos, soy plenamente consciente de mi obligación de completar la verificación dentro de los 30 días. Sin embargo, quiero resaltar lo siguiente:

1. Desde el primer momento solicité que se acelerara el proceso de verificación, ya que tenía programado un viaje. No recibí respuesta oportuna ni apoyo de su parte para facilitar este trámite en el plazo correspondiente. --- Lo que resulta curioso es que su sistema de trabajo permite que el usuario deposite dinero sin verificar la cuenta, pero recién solicita la verificación en el momento de retirar fondos. Considero que un enfoque más transparente y justo sería exigir la verificación de identidad antes de aceptar cualquier depósito, evitando así situaciones problemáticas como esta.
2. Una vez iniciado mi viaje, ustedes solicitaron más documentos, lo cual fue imposible de gestionar adecuadamente desde el extranjero. En ningún momento me negué a cumplir, simplemente no conté con los medios ni el tiempo debido a la falta de respuesta inicial.
3. En ningún momento utilicé herramientas prohibidas como VPN, ni incumplí ninguna norma de su plataforma. Actué con total transparencia y dentro de los márgenes legales.

Por lo tanto, que ahora me cierren la cuenta invocando el punto 9.4 y sugiriendo actividades fraudulentas me resulta inaceptable y ofensivo. Insisto en que se me proporcione una explicación clara, así como la documentación que respalde esta decisión. Este asunto puede escalar si no se aclara adecuadamente, ya que están comprometiendo mi reputación sin causa justificada.

Por último, adjunto una captura de pantalla donde ustedes me indicaron que, si tenía problemas para enviar mis documentos a través de la página de verificación de la cuenta, podía enviarlos al correo electrónico correspondiente. Sin embargo, cuando consulté cuál era ese correo, nunca recibí una respuesta.

Dando mi explicación en detalle, espero que esto aclare el motivo de mi enojo, ya que, de cierta forma, la verificación no se completó por errores de parte de ustedes:

1. Solicité mayor rapidez en el proceso de verificación, pero no obtuve respuesta ni avances.
2. Desde el inicio pudieron haberme solicitado todos los documentos necesarios, para evitar demoras.
3. La verificación debió haberse solicitado al momento de depositar, no recién al intentar retirar.
4. Me indicaron que, si tenía problemas con la plataforma de verificación, podía enviar mis documentos por correo, pero nunca se me informó cuál era ese correo.
5. ¿Dónde quedó la empatía de parte de Wazamba? En ningún momento violé las reglas, jamás utilicé VPN, porque sé que no es una actividad permitida. Si lo hubiera hecho, ustedes sí tendrían el derecho de cerrarme la cuenta, pero no fue el caso.

Estaré al tanto de su respuesta

Dear fmaquera17,

I understand your dissatisfaction with the casino's response, but there are a few points I have to bring to your attention.

2. They could have asked me for all the necessary documents from the start to avoid delays.

3. Verification should have been requested at the time of deposit , not just when attempting to withdraw

Although I can agree with you on this, and in certain jurisdictions this is indeed required by law, but I'm not aware if this is required in your jurisdiction, and it certainly is not a requirement for Anjouan Gaming (AOFA) licensed casinos. It is an industry standard that a Know your customer (KYC) and/or Anti-money laundering (AML) check is initiated only once a withdrawal request is submitted that surpasses a certain threshold. So it is only at this time or during this time that the players are requested to submit the necessary standard documents, and in certain cases, even some additional documents. That's why the time for passing these processes can vary. Moreover, it is also quite a standard rule that the players are required to provide the necessary documents within a certain timeframe. The rule 5.3. which specifies this is an industry standard.

Although I understand your circumstances and that you have been abroad for a longer time, this is regrettably not an obstacle on the casino's side.

While I appreciate your request for a faster verification process, the casino team is, in general, handling the requests as they are received from the players and within their standard processing times. Sometimes it can be quick, sometimes not.

Moreover, you could have cancelled the withdrawals, which would force the funds to be credited back to your casino account balance and could have requested the withdrawal at a later stage when you come back to your country.

4. I was told that if I had any issues with the verification platform, I could send my documents by email, but I was never told what that email address was.

Yes, the casino team could have offered the option to submit your documents via email if uploading the documents via the verification page was not available to you.

5. Where was Wazamba's empathy? I never broke the rules, I never used a VPN, because I know it's not a permitted activity. If I had, you would have had the right to close my account, but that wasn't the case.

It is at the moment not clear to us if you have or have not violated any casino rules. I will certainly request the information and evidence that underpins the casino team's assumptions and review them in order to reach a decision.

Dear Wazamba Casino Team,

I kindly request that you send me any evidence related to the possible violation of rule 9.4, as you referenced above, to michal.k@casino.guru for an independent review of all relevant circumstances.

Thank you in advance.

Dear Casino Guru Team,

I understand everything you've told me above, but I'd like to make a few specific observations regarding certain points mentioned in your last message.

Regarding this comment of yours:

"Additionally, you could have canceled the withdrawals, which would force the funds to be credited back to your casino account balance, and you could have requested the withdrawal at a later stage when you return to your country."

I'd like to clarify that, even though I attempted to cancel the withdrawal, the verification process was already in progress. This means that canceling the withdrawal or not wouldn't have made any difference, as Wazamba Casino automatically canceled the withdrawal until I completed account verification. I know this because it was Wazamba's own system that rejected the withdrawal because verification hadn't yet been completed.

Regarding your other comments:

1. It's true that I had trouble accessing the page from my location. Wazamba told me I could send the documents by email, but they never provided a specific email address to which I should send them (you can see this reflected in the screenshot I attached). Therefore, it was an incomplete solution, as I had no way of knowing where to send the documentation.
2. Finally, I ask you to carefully review the "evidence" Wazamba presented to label me as a player involved in fraud or illegal activities. I consider this accusation extremely serious. I am completely confident that I have complied with all the rules established by the casino.

I thank you for your attention and support in this process.

Estimado equipo de Casino Guru,

Entiendo todo lo que me han comentado anteriormente, pero me gustaría hacer algunas observaciones puntuales respecto a ciertos puntos mencionados en su último mensaje.

En relación con este comentario suyo:

"Además, podrías haber cancelado los retiros, lo que obligaría a que los fondos se acreditaran nuevamente al saldo de tu cuenta del casino y podrías haber solicitado el retiro en una etapa posterior cuando regreses a tu país."

Quisiera aclarar que, aunque haya intentado cancelar el retiro, el proceso de verificación ya estaba en curso. Es decir, cancelar o no el retiro no habría hecho diferencia alguna, ya que el casino Wazamba automáticamente canceló el retiro hasta que completara la verificación de cuenta. Esto lo sé porque fue el propio sistema de Wazamba el que rechazó el retiro debido a que la verificación aún no había sido completada.

Respecto a sus otros comentarios:

1. Es cierto que tuve problemas de acceso a la página desde mi ubicación. Wazamba me indicó que podía enviar los documentos por correo electrónico, pero en ningún momento me proporcionaron una dirección de correo específica a la que debía enviarlos (pueden ver esto reflejado en la captura de pantalla que adjunté). Por lo tanto, fue una solución incompleta, ya que no tenía forma de saber a dónde enviar la documentación.
2. Finalmente, les pido que revisen detenidamente las "pruebas" que Wazamba presentó para tacharme como un jugador involucrado en fraude o actividades ilegales. Considero esta acusación extremadamente grave. Estoy completamente seguro de haber cumplido con todas las reglas establecidas por el casino.

Les agradezco su atención y apoyo en este proceso.

Hello Frank,

As explained on 26th May, 2025. We would like to provide an additional explanation.

Please understand, this is a general poin from our terms & conditions.

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:

So as you had breached the point 5.3 from our terms & conditions. To which on 26th May, 2025, you accepted that you were aware of this.

Therefore, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice from our terms & conditions 9.4.

<...>

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

<...>        

We hope this helps clarify the matter for you.

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

Best regards,

Wazamba team.

Dear Wazamba Team,

I'm writing to you again because your most recent forum reply seems to have focused solely on correcting section 9.4 of the rules . However, you completely ignore the rest of the comments I made, both regarding the treatment received and the other points Casino Guru raised. Did you miss them, or do you simply not know how to respond?

I want to know if you really understood my complaint. If not, I'm willing to explain it again. But let's get one thing straight: You voluntarily delayed the verification process, right? Because if you told me as a "halfway solution" to send the documents to the appropriate email address , why didn't you ever respond to me telling me exactly which email address I should send everything to? (THIS MAKES ME THINK IT WAS ALL VOLUNTARY)

Also, what do they do in the case of users who, due to force majeure , are unable to complete verification in time, but at no point refuse to do so? Do they close their account and steal the money inside? Is this how they operate, without empathy? Did they perhaps expect me to break the terms of use and use a VPN just so they could verify my account?

Three days ago, I posted a comment with five very clear points on the forum. I'd like a response. I'll repeat them here for your review:

1. I requested a faster verification process if possible, but received no response or progress.
2. They could have asked me for all the necessary documents from the start to avoid delays.
3. I was told I could email the documents in case of issues with the platform, but I was never given the email address.
4. Where was Wazamba's empathy? I never broke the rules, I never used a VPN because I know it's not allowed. If I had, you would have the right to close my account. But that's not the case.

I consider what happened to be unfair and opaque. I hope this time you take the time to respond appropriately and find a solution to this problem.

Estimado equipo de Wazamba,

Me dirijo a ustedes nuevamente porque su respuesta más reciente en el foro parece haberse enfocado únicamente en corregir el punto 9.4 del reglamento. Sin embargo, ignoran completamente el resto de los comentarios que hice, tanto sobre el trato recibido como sobre los demás puntos que mencionó Casino Guru. ¿Los pasaron por alto o simplemente no saben cómo responder?

Quiero saber si ustedes realmente entendieron mi reclamo. De lo contrario, estoy dispuesto a explicarlo nuevamente. Pero aclaremos algo: ustedes demoraron en el proceso de verificación de forma voluntaria, ¿cierto? Porque si me indicaron como "media solución" que enviara los documentos al correo correspondiente, ¿por qué nunca me respondieron indicándome a qué correo exacto debía enviar todo? (ESTO HACE PENSAR QUE TODO FUE DE MANERA VOLUNTARIA)

Además, ¿Qué hacen en el caso de usuarios que, por motivos de fuerza mayor, no pueden completar la verificación a tiempo, pero en ningún momento se niegan a hacerlo?, ¿Se les cierra la cuenta y le roban el dinero dentro? ¿Así trabajan , sin empatía ? ¿Esperaban acaso que yo rompiera los términos de uso y usara una VPN solo para poder verificar mi cuenta?

Hace tres días envié un comentario con cinco puntos muy claros a través del foro. Me gustaría que se respondieran . Aquí los repito para su revisión:

1. Solicité si fuera posible una mayor rapidez en el proceso de verificación, pero no obtuve respuesta ni avances
2. Desde el inicio pudieron haberme solicitado todos los documentos necesarios, para evitar demoras.
3. Me indicaron que podía enviar los documentos por correo en caso de problemas con la plataforma, pero nunca se me proporcionó la dirección de correo electrónico.
4. ¿Dónde quedó la empatía por parte de Wazamba? En ningún momento violé las reglas, jamás utilicé VPN porque sé que no está permitido. Si lo hubiera hecho, ustedes tendrían el derecho de cerrar mi cuenta. Pero ese no es el caso.

Considero que lo ocurrido es injusto y poco transparente. Espero que esta vez se tomen el tiempo de responder como corresponde y den una solución a este problema

Dear Michal,

We have sent an email to you regarding this case.

We will wait for your update.

Best regards,

Wazamba team.

I address you with the utmost respect to request a comprehensive review of my case. From the very beginning, I have been willing to cooperate throughout the verification process and have followed the rules established by your platform at all times.

My only request is to be able to access the available balance in my account, as I urgently need it to cover expenses related to my university studies. I have no problem with the account remaining closed if that's what it must be. I want you to understand my point, which is that I consider this to be a mutual issue. I would deeply appreciate being able to recover the funds that rightfully belong to me.

Me dirijo a ustedes con el mayor respeto para solicitar una revisión comprensiva de mi caso. Desde el primer momento, he estado dispuesto a colaborar en todo el proceso de verificación y he seguido las reglas establecidas por su plataforma en todo momento.

Mi única solicitud es poder acceder al saldo disponible en mi cuenta, ya que lo necesito con urgencia para cubrir gastos relacionados con mis estudios universitarios. No tengo inconveniente en que la cuenta permanezca cerrada si así debe ser, quiero que se entiendan mis puntos que considero que esto es problema de los dos … agradecería profundamente poder recuperar los fondos que legítimamente me corresponden.

Hello fmaquera17,

As previously communicated, your account has been closed and your funds have been confiscated (the balance in your account) due to the failure to complete the account verification process within the designated timeframe of 30 days.

In accordance with our Terms and Conditions, we would like to respectfully draw your attention to the following articles:

5.3 You are required to provide the requested documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until the requested documents and information are provided, and to permanently close your account should you fail to comply within the specified timeframe. Typically, we will verify your documents and information within 10 (ten) days after receiving a complete response to our request; however, depending on the circumstances and complexity of the case, additional time and/or checks may be necessary to complete the verification process.

9.4 Should we develop reasonable suspicion that you have engaged in fraudulent, illegal, or improper activity, or have otherwise violated the Terms, we reserve the right to take any number of the following actions, at our sole and absolute discretion, with or without prior 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.

We trust that this clarifies our position.

Kind regards,

Wazamba Casino Team

Dear Wazamba team,

Thank you for your email with the additional information. I have responded back and am awaiting your clarification of some remaining matters.

Dear fmaquera17,

I have received some additional information that sheds a bit different light on the situation. It seems that the initial request from the casino team regarding your account verification was sent to you on December 10, 2024. Why have you not fulfilled this until your account was closed? You seem to cooperate in this regard only when the timeframe was nearing its end.

To your response:

From the outset, I requested that the verification process be expedited, as I had a trip planned. I did not receive a timely response or support from them to facilitate this process within the appropriate timeframe.

Please forward me any evidence when this was sent to the casino team. The only mention of this is in the email from February 10, 2025, but it was long after your account was closed.

Most of the communication you had with the casino team and you have shared with us is after your failure to provide the requested documents for the KYC process, and after your account was closed because of this.

Additionally, you mentioned this in one of your emails:

First, I sent my ID, and then they requested more documents, such as my bank statement. Although I complied with the request, shortly afterwards I was asked for more information. During this process, I had health issues and was constantly working, which prevented me from completing the verification within the established timeframe.

So, not only is it a bit strange that you have health issues and you were constantly working (which is quite hard to manage), but you were quite well aware of the timeframe during which it is expected that you will provide the documents. The obstacle seems rather to be on your side, not the casinos. Why have you not taken time off work to finish the verification when it pertains to your money?

While I understand that it was most likely not your intention to end up in this situation, and from a human perspective, I can agree with you that the best course of action would be for the casino to permit you to complete the KYC and/or AML process, however, sadly, it appears that your current situation is a result of your own decisions.

Anyway, I have shared my thoughts with the casino, and I will endeavour to reach a fair agreement on how to address this matter if feasible.

I'm writing to explain in detail what happened with my account and request a compassionate review of my case. This issue has been going on for almost six months, and I understand it's difficult to remember every date exactly, so I've been referring to emails sent and received. Below, I'll explain what happened, breaking it down based on the emails I exchanged with the various departments:

Communications with :

1) 07/12/2024 to 12/12/2024

I first wrote on December 7, 2024, because my account was limited in less than 24 hours, without being able to complete the bonus rollover. I continued this complaint until December 12, 2024, without receiving a solution. This shows that account verification apparently didn't begin on December 10, 2024, as I was still able to attempt to redeem the bonus.

2) 01/23/2025

I received an email in English informing me that my account was closed for not verifying in a timely manner, citing the 5.3 deadline. I realized this on January 25, 2025, while I was still traveling.

It's worth mentioning that I left the country on 12/16/2024, so I couldn't manage anything from abroad.

3) 10/02/2025 to 15/02/2025

I explained that before traveling, I had submitted my ID when requested, but then, hours before departure, I was asked for more documents. Since I was already out of the country, I couldn't access my account from that location, which made completing the verification extremely difficult.

4) 03/24/2025

I contacted them again, explaining that, despite having health issues, I continued to work constantly. The trip was for work, which justifies my "working constantly" statement in my message. I mentioned that "circumstances beyond my control" prevented me from completing the verification, not out of lack of interest, but because I was sick and working abroad.

5) 09/04/2025

I resent the same message since I hadn't received a response before. I emphasized that verification was requested in stages, with different documents being requested days or weeks apart, which made it even more difficult to comply from abroad. I also clarified that I never refused to verify my account.

Communications with :

6) 01/14/2025

I received an email requesting that I upload the documents to the website, and if that wasn't possible, that I send them by email. On January 16, 2025, I asked what email address I should send them to, as it wasn't specified, but I never received a response.

7) 01/16/2025

I received a new email indicating that they weren't accepting documents by email and that I had to upload them to the platform. I reiterate that I couldn't access the account from the country I was in, so this channel was inaccessible to me.

8) 01/23/2025

I was notified that the account was closed under the 5.3 deadline. I understood there would be a solution, since I had been told days before that I could send the documents by mail (although I was later told otherwise and never given the correct email address).

9) 01/25/2025

I received the same message again stating that documents are not accepted by mail, thus closing off any possibility of completing verification from outside.

10) 03/24/2025

I wrote again detailing everything that had happened and received no response.

Communications with your live chat:

1) I initially contacted them via live chat because I was having trouble uploading my ID. They told me to clear my cache, try using a mobile device or another browser, and even said they would forward the case to the appropriate department for review. I believe the email I received on January 14, 2025, was a result of that effort. After several attempts via live chat, I was finally able to complete the verification.

2) I also informed them, while the documents were being uploaded, that they would please expedite the process since I would be leaving soon. If I recall correctly, they responded with something like, "Yes, sir, don't worry, the responsible department is already reviewing your case."

3) I clearly remember being very insistent on verifying my account before leaving the country. It took me by surprise that, during all that time, I hadn't been asked for verification, but right after I requested a withdrawal, they started asking me for documents the next day. Despite the issues with their platform, I sent my ID as quickly as possible.

I know this situation isn't entirely the responsibility of any one party. I recognize that there were certain inconveniences on my part that perhaps couldn't have been avoided, although I also believe there were factors on Wazamba's part that influenced what happened.

Therefore, and with the utmost respect, I appeal to you for your understanding and empathy. My intention is not to cause conflict, but rather to find an amicable solution. I believe the ideal approach would be to verify my account, receive a full refund (which I need at this time), and, if you deem it appropriate, close the account.

I look forward to your response, hoping to resolve this fairly for both of us.

Les escribo para explicar detalladamente lo ocurrido con mi cuenta y solicitar una revisión empática de mi caso. Este problema ya tiene cerca de seis meses, y entiendo que es difícil recordar con exactitud cada fecha, por eso me he guiado por los correos electrónicos enviados y recibidos. A continuación, explico lo sucedido, dividiéndolo según los correos que mantuve con los distintos departamentos:

Comunicaciones con support@wazamba.com:

1) 07/12/2024 al 12/12/2024

Escribí por primera vez el 07/12/2024 porque me limitaron la cuenta en menos de 24 horas, sin poder completar el rollover del bono. Esta queja la mantuve hasta el 12/12/2024 sin obtener solución. Esto demuestra que aparentemente la verificación de cuenta no comenzó el 10/12/2024, ya que aún podía intentar usar el bono.

2) 23/01/2025

Recibí un correo en inglés informándome que mi cuenta fue cerrada por no verificar a tiempo, citando el término 5.3. El 25/01/2025 me percaté de esto, aún estando de viaje.

Cabe mencionar que salí del país el 16/12/2024, por lo que no pude gestionar nada desde fuera.

3) 10/02/2025 al 15/02/2025

Expliqué que antes de viajar envié mi DNI cuando me fue solicitado, pero luego, horas antes de partir, se me pidieron más documentos. Estando ya fuera del país, no pude acceder a mi cuenta desde esa ubicación, lo que dificultó totalmente completar la verificación.

4) 24/03/2025

Volví a contactar explicando que, aunque tuve problemas de salud, seguía trabajando constantemente. El viaje fue por motivos laborales, lo cual justifica mi expresión de "trabajando constantemente" en mi mensaje. Comenté que "circunstancias fuera de mi control" me impidieron completar la verificación, no por desinterés, sino por la situación el cual me encontraba enfermo y trabajando fuera del país.

5) 09/04/2025

Reenvié el mismo mensaje ya que no obtuve respuesta previa. Recalqué que la verificación fue solicitada de forma escalonada, pidiéndome documentos distintos con días o semanas de diferencia, lo que hizo aún más difícil cumplir con todo desde el extranjero. Aclaré también que nunca me negué a verificar mi cuenta.

Comunicaciones con kyc@wazamba.com:

6) 14/01/2025

Recibí un correo solicitando que suba los documentos al sitio web, y que si no era posible, los enviara por correo electrónico. El 16/01/2025 pregunté a qué correo debía enviarlos, ya que no se especificó, pero nunca obtuve respuesta.

7) 16/01/2025

Recibí un nuevo correo indicando que no aceptaban documentos por correo electrónico y que debía subirlos a la plataforma. Reitero que yo no podía acceder a la cuenta desde el país donde estaba, por lo tanto, este canal me resultaba inaccesible.

8) 23/01/2025

Me notificaron que la cuenta fue cerrada bajo el término 5.3. Yo entendía que habría una solución, ya que días antes me dijeron que podía enviar los documentos por correo (aunque luego me dijeron lo contrario y nunca me indicaron el correo correcto).

9) 25/01/2025

Volví a recibir el mismo mensaje que indicaba que no se aceptan documentos por correo, cerrando cualquier posibilidad de completar la verificación desde fuera.

10) 24/03/2025

Escribí nuevamente detallando todo lo sucedido y no obtuve respuesta alguna.

Comunicaciones con su chat en vivo:

1) Al inicio me comuniqué por chat en vivo porque tenía problemas para subir mi DNI. Me indicaron que borrara la caché, que lo intentara desde un celular u otro navegador, e incluso me dijeron que enviarían el caso al área correspondiente para su revisión. Creo que el correo que recibí el 14 de enero de 2025 fue resultado de esa gestión. Después de insistir varias veces por el chat en vivo, finalmente pude completar la verificación.

2) También informé, mientras se cargaban los documentos, que por favor aceleraran el proceso ya que pronto saldría de viaje. Si no me falla la memoria, me respondieron algo como: "Sí, señor, no se preocupe, el área encargada ya está viendo su caso".

3) Recuerdo claramente que fui muy insistente en verificar mi cuenta antes de salir del país. Me tomó por sorpresa que, durante todo ese tiempo, no se me había solicitado verificación, pero justo después de solicitar un retiro, al día siguiente comenzaron a pedirme documentos. A pesar de los problemas que presentaba su plataforma, envié mi DNI lo más rápido posible.

Sé que esta situación no es totalmente responsabilidad de una sola parte. Reconozco que hubo ciertos inconvenientes desde mi lado que quizás no se pudieron evitar, aunque también creo que hubo factores por parte de Wazamba que influyeron en lo ocurrido.

Por eso, y con el mayor respeto, apelo a su comprensión y empatía. Mi intención no es generar conflicto, sino encontrar una solución amistosa. Y creo que lo ideal sería poder verificar mi cuenta, recibir el reembolso total del dinero (que en este momento necesito), y si lo consideran apropiado, cerrar la cuenta.

Quedo atento a su respuesta, con la esperanza de resolver esto de forma justa para ambos.

Dear Michal,

We’ve just sent you an email reply with some additional details regarding this case.

Kindly check your inbox at your convenience.

Please don’t hesitate to get in touch if you need any further clarification.

Best regards,

Wazamba team

Likewise, as I mentioned earlier, I've detailed every email I sent to the Wazamba department. If you'd like a screenshot of any of those emails, please let me know. Thank you.

Igualmente, como mencioné anteriormente, he detallado cada correo que envié al área encargada de Wazamba. Si desea una captura de alguno de esos correos, por favor hágamelo saber. Gracias.

Thank you all for your responses.

After thoroughly reviewing all the information and evidence I received from both sides, I come to the following conclusion.

One thing I have to highlight straight away is that better communication from both sides would have most likely prevented this situation from occurring.

While I undestand the points made by the player that the KYC could have been much quicker and the casino team could have requested more documenst for the KYC at once, on the other hand there might be various requirements from various players, this this is not easy to predict, moreover the casino team informed me of this:

We would like to kindly reiterate that the system requested verification on December 12th, 2024. Contrary to what the player claims, the request was not limited to an ID card — multiple documents were requested in accordance with our KYC policy.

We sent a reminder on January 14th, and despite our Terms and Conditions clearly stating that verification must be completed within 30 days (section 5.3), we extended this to 40 days as a gesture of goodwill. The account was finally closed on January 23rd, 2025 after the player failed to comply with any of the requirements.

The player had already contacted us on December 7th, so there was never any issue with access or awareness of our support channels. Furthermore, he did not contact us at all between January 9 and February 10, but still knew exactly where to reach us when it suited him.

This is well documented.

While we at Casino Guru do not consider the 30-day period for players to submit KYC documents as an "absolute requirement", we have encountered numerous instances where this period was significantly exceeded for various reasons. In this specific case, the 30-day limit was also surpassed. Nevertheless, rule 5.3, which is explicitly stated in the casino's terms and conditions, represents a standard practice within the industry and is commonly found across most casinos for valid reasons. The cooperation of the player in this regard is crucial.

It is expected that players clearly inform the casino team with valid reasons if they are unable to provide the required documents within the specified timeframe, as this may allow for the process to be extended or modified if feasible.

Unfortunately, you did not fulfil this expectation.

In response to your statement:

1) 07/12/2024 to 12/12/2024

I first wrote on December 7, 2024, because my account was limited in less than 24 hours, without being able to complete the bonus rollover. I continued this complaint until December 12, 2024, without receiving a solution. This shows that account verification apparently didn't begin on December 10, 2024, as I was still able to attempt to redeem the bonus.

While you did contact the casino team, you have not responded to the casino team's requirements to provide the documents. The casino team has imposed certain restrictions on your account due to the casino's security team's decision, which may be why you were prompted to undergo the KYC process. So, despite being able to redeem the bonus, the KYC requirement was still in place, and you have not complied with this requirement.

Communications with :

7) 01/16/2025

I received a new email indicating that they weren't accepting documents by email and that I had to upload them to the platform. I reiterate that I couldn't access the account from the country I was in, so this channel was inaccessible to me.

Although you have received such an email, you could have easily stated that you are currently abroad and that you are prepared to send your documents via email to the same address (kyc@wazamba.com) that you were already using to communicate with the casino team, rather than leaving the matter "on the wait". Your ability to access your casino account was irrelevant to this situation. You were certainly capable of sending emails. It is reasonable to expect that your communication with the casino should have been more frequent. Your increased activity only occurred after your account was closed.

4) 03/24/2025

I contacted them again, explaining that, despite having health issues, I continued to work constantly. The trip was for work, which justifies my "working constantly" statement in my message. I mentioned that "circumstances beyond my control" prevented me from completing the verification, not out of lack of interest, but because I was sick and working abroad.

While I sincerely empathize with the personal challenges you were facing, I must respectfully clarify that such circumstances do not influence the casino's policy decisions, and thus, this, sadly, does not play a role here at all. Unfortunately, I cannot agree with your statement "circumstances beyond my control". You could have simply taken time off work for a few minutes or hours to provide the casino team with the documents. This was entirely and fully within your control.

You contacted the casino team after your account was closed, not prior. Although from a "human" point of view, I can agree with you, and the casino team could take this into consideration, however, there is no obligation for them to do so.

I understand that you certainly did not want to end up in this situation and I agree that from a human perspective it would probably be best if the casino let you complete the KYC and/or AML process, unfortunately we cannot blame them if they follow their own rules which you agreed to when you registered your account. While I am sorry, your current situation is the result of circumstances stemming from your previous decisions that were not optimal. Each casino operates under its own set of regulations, which players are required to adhere to accordingly.

You certainly have the right to disagree with this conclusion, fmaquera17, and you may escalate your case to the casino licensing authority if you feel justified in your position. However, I regret to inform you that I cannot take your case any further.

I recognize that the circumstances are less than ideal, and I sympathize with your feelings. Nevertheless, I must emphasize that the casino team has not engaged in any actions that we would deem unjust. Considering all factors, your complaint appears to lack foundation, as you have found yourself in this situation due to your own decisions.

If there is anything else I can clarify or assist you with, please do not hesitate to inform me; otherwise, I will proceed with closing this case.

I address you with the utmost respect and in a spirit of conciliation, as after analyzing the facts and the exchanges we have had, I recognize that both you and I could have handled the situation better. I am convinced that, with better communication between both parties, this entire misunderstanding could have been avoided.

Let me briefly summarize some key points of my case in response to the previous message:

1. I'm a regular person, and I haven't had access to my account for a while, so I don't remember exactly when the verification process (KYC) started - but I do remember it was in December.
2. The verification process started with three requested documents: a double-sided ID, a selfie, and a bank statement. I sent my ID and selfie first, but there were problems (they told me the data wasn't legible, so I had to send them several times before I was finally accepted). It took a while to get the bank statement because I had to request it directly from the bank by phone, which took a few days.
3. Regarding Wazamba's "reminders," I often received contradictory emails or repeated previously submitted requests, which caused confusion.
4. Before leaving the country, I informed them via live chat (the Wazamba team can confirm this) and email that I would be traveling and might encounter difficulties. However, the verification process was extended just as I was already abroad, and unfortunately, there was nothing I could do about it.
5. On December 7th I was still in my country - so there were never any problems here, I was just waiting for my documents to be accepted.
6. From approximately December 14th onward, I was unable to access the betting platform. I don't know if I contacted them by email, but I was waiting to see if they responded to my other emails.
7. As you stated, players are expected to report if they are unable to provide documentation. I want to be clear that I did so: I let them know via live chat (on at least two occasions) that I would be traveling and asked if they needed anything else before I left. They responded that the relevant department would contact me.
8. Regarding your comment about the restrictions on my account, I want to point out that the verification process was only triggered after I requested a withdrawal. As long as I didn't attempt to withdraw, there was no request. This leads me to believe that the verification wasn't preemptive, but rather a reaction to the withdrawal.
9. As I mentioned, I did notify them before traveling. Everything is in the live chat history.
10. Regarding the suggestion that I could have missed work to submit the documents: I'm sorry if I wasn't clear. Being in Spain, I didn't have access to the Wazamba platform because it's restricted there. Even if I had all the time in the world, I simply couldn't upload the documents due to that geographical restriction. Furthermore, using a VPN to circumvent that restriction doesn't seem right or safe, much less allowed by Wazamba. I hope this point is now clearer: my absence wasn't due to carelessness or lack of interest, but due to a real technical and geographical situation that prevented me from completing my work on time, despite my best efforts.

After reviewing Wazamba's arguments and his intervention, I fully agree with what was said at the beginning: this could have been resolved differently if we had communicated more fluidly. I am convinced there were mistakes and misunderstandings on both sides.

The only thing I'm worried about now is the money on hold in my account. As I mentioned before, this is no small sum for me, and this situation has had a significant impact on me emotionally and financially above all. I ask you, with complete humility and sincerity, to consider my case from a humane, understanding, and empathetic perspective, as a betting house you can trust.

I feel the best solution for both parties would be to continue with the verification and then issue a full refund.

I am willing to collaborate with whatever is necessary, as I have demonstrated from the very beginning.

I'm just asking for a fair chance, confident that I'm dealing with a bookmaker that also values fairness. I sincerely hope you can understand my situation and give me the opportunity to resolve this appropriately.

Thank you in advance for reading this message to the end and for any efforts or interventions you can make to promote a fair and balanced resolution.

Me dirijo a ustedes con el mayor respeto y en un ánimo conciliador, ya que después de analizar los hechos y los intercambios que hemos tenido, reconozco que tanto ustedes como yo podríamos haber manejado mejor la situación. Estoy convencido de que, con una mejor comunicación entre ambas partes, todo este malentendido se habría podido evitar.

Permítanme resumir brevemente algunos puntos clave de mi caso respondiendo al mensaje anterior:

1. Soy una persona común, y no tengo acceso a mi cuenta desde hace tiempo, por lo cual no recuerdo exactamente cuándo se inició el proceso de verificación (KYC) - pero si recuerdo que fue en diciembre.
2. La verificación inicio con 3 documentos que solicitaban - DNI ambas caras - fotoselfie - extracto bancario. Envié primero mi DNI y selfie, pero hubo problemas ( ya que me decían que no estaba legible los datos , así que tuve que enviar muchas veces hasta finalmente ser aceptado ). El extracto bancario tardé en conseguirlo porque debí solicitarlo directamente al banco por llamada y eso demoró algunos días.
3. Respecto a los "recordatorios" por parte de Wazamba, muchas veces los correos que recibí eran contradictorios o repetían solicitudes ya enviadas, lo que me generó confusión.
4. Antes de salir del país, informé por chat en vivo ( el equipo de Wazamba puede corroborar eso ) y por correo que estaría viajando y que podría tener dificultades. Aun así, la verificación se amplió justo cuando ya estaba en el extranjero, y lamentablemente no podía hacer nada al respecto.
5. El 7 de diciembre aún estaba en mi país - así que acá nunca hubo problemas , simplemente estaba esperando a que sea aceptado mis documentos
6. Desde 14 de diciembre (aprox) en adelante, no pude ingresar a la plataforma de apuestas. No sé si me comuniqué por correo, pero sí estaba pendiente de si respondían mis otros correos.
7. Como ustedes mismos lo indican, se espera que los jugadores informen si no pueden entregar documentación. Quiero dejar claro que lo hice: por chat en vivo (en al menos dos ocasiones) avisé que saldría de viaje y pedí que me dijeran si necesitaban algo más antes de irme. Me respondieron que el área correspondiente se comunicaría conmigo.
8. En cuanto a su comentario sobre las restricciones en mi cuenta, quiero señalar que el proceso de verificación se activó solo después de que solicité un retiro. Mientras no intenté retirar, no hubo ningún requerimiento. Esto me lleva a pensar que la verificación no fue preventiva, sino una reacción al retiro.
9. Como mencioné, sí notifiqué antes de viajar. Todo está en el historial del chat en vivo.
10. Con respecto a la sugerencia de que podía haberme ausentado del trabajo para enviar los documentos: lamento si no fui claro. Estando en España, no tenía acceso a la plataforma de Wazamba porque está restringida allí. Aunque hubiera tenido todo el tiempo del mundo, simplemente no podía subir los documentos por esa limitación geográfica. Además, el uso de una VPN para evadir esa restricción no me parece correcto ni seguro ni mucho menos permitido por Wazamba. Espero que este punto quede ahora más claro: mi ausencia no fue por descuido ni por falta de interés, sino por una situación técnica y geográfica real que me impidió cumplir en tiempo y forma, a pesar de mis esfuerzos.

Luego de revisar los argumentos tanto de Wazamba como de su intervención, coincido plenamente con lo dicho al inicio: esto se pudo haber solucionado de otra forma si hubiéramos tenido una comunicación más fluida. Estoy convencido de que hubo errores y malentendidos de ambas partes.

Lo único que me preocupa ahora es el dinero que quedó retenido en mi cuenta. Como lo mencioné anteriormente, no se trata de una suma menor para mí, y esta situación me ha generado un impacto importante a nivel emocional y económico sobre todo. Les pido con total humildad y sinceridad que tengan a bien considerar mi caso desde una perspectiva humana , comprensiva , empática y como casa de apuestas en donde uno puede confiar.

Siento que la mejor solución para ambas partes seria continuar con la verificación y posterior a ellos hacer la devolución total del dinero.

Estoy dispuesto a colaborar con todo lo que sea necesario, como lo he demostrado desde el primer momento.

Solo pido una oportunidad justa, confiando en que estoy tratando con una casa de apuestas que también valora la justicia. Espero de corazón que puedan entender mi situación y me den la posibilidad de resolver esto como corresponde.

Desde ya, les agradezco mucho por leer este mensaje hasta el final y por cualquier gestión o intervención que puedan hacer en favor de una resolución justa y equilibrada.

Dear fmaquera17,

I appreciate your efforts in exploring any possible avenues to access the funds; however, I regret to inform you that I am unable to offer any additional assistance regarding this issue. I would like to reiterate that this entire situation likely would not have arisen had there been more effective communication from both parties involved. A conclusion that even the Wazamba team acknowledged to me.

As previously stated, I recognize that you did not intend to find yourself in this predicament, and I concur that, from a human standpoint, it would be preferable for the casino to allow you to complete the KYC and/or AML process. Nevertheless, we cannot blame them for adhering to their established policies, which you accepted upon registering your account. They’re fully within their rights to enforce those rules. While I empathize with your situation, it is important to note that it is a consequence of your prior decisions that were not ideal. Every casino operates under its own established policies, which players accept when registering an account and are expected to adhere to. I completely understand that you were facing personal difficulties, and I want to acknowledge that it must not have been easy for you. However, as much as I wish it were otherwise, individual circumstances—no matter how challenging—cannot override the casino’s rules, and thus, this, sadly, does not play a role here at all. I sincerely regret that this wasn’t the outcome you hoped for, but I must stress that the casino team has not taken any actions that we would consider unfair.

Taking all factors into account, it seems that your complaint is not justified, as your current circumstances are largely the result of your own decisions.

I highly encourage you to invest some time in understanding the terms and conditions of any casino you register with and to follow them closely to prevent encountering similar issues in the future. Ultimately, by signing up, you agree to these rules, which are of utmost importance.

With that in mind, I will now close this case. We sincerely regret that we were unable to reach a different solution.

Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us. We will try our best to help.

Best regards

Michal

Casino Guru