Wazamba Casino - La cuenta del jugador ha sido cerrada sin explicación.

Hello,

I would like to report a serious issue regarding the closure of my account on Wazamba Casino, which I accessed through the FunID platform.

I registered properly and used the weekly promotion offered by FunID, which gives a €25 bonus when depositing €50. I followed the promotion rules and made the required deposits.

On June 25, 2025, I was informed via live chat that my account had been suspended without any prior notice. At the time, I had a balance of approximately €200, which I could not access or withdraw.

After contacting support by email, I received a reply stating that my account was permanently closed by administrative decision, with no explanation or option to appeal. I am attaching a screenshot of the message I received.

Additionally, I would like to mention that I made a typo in my registration email. I mistakenly entered:

[hidden by Casino Guru]@gmailn.com

But my correct email is:

[hidden by Casino Guru]@gmail.com

I believe this may have caused some confusion, but it does not justify the account closure or withholding of my balance.

I have not violated any terms and was not given any specific reason for the ban.

I kindly ask Casino Guru to review this situation and help recover my balance, or at least obtain a clear and transparent explanation from the casino regarding this decision.

Relevant details:

Casino: Wazamba

Platform: FunID

Date of account suspension: June 25, 2025

Estimated balance: ~€200

Mistyped registration email: [hidden by Casino Guru]@gmailn.com

Correct email: [hidden by Casino Guru]@gmail.com

I am available to provide further evidence if needed. Thank you for your help and support.

Best regards,

Federico

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the closure of your account. To further investigate your case, I would like to ask you a few questions that will help clarify the situation:

• Could you please send me the exact link to the bonus you activated and played with? Was it a casino bonus or a sports bonus?
• Have you submitted any identity documents to the casino for verification? Has your account been fully verified before it was blocked?
• Did you receive any prior notifications or warnings regarding potential account issues before the suspension occurred?
• When did you notice the typo in your email address? Have you ever contacted customer support to change your email?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Veronika,

Thank you for your reply and for your willingness to assist with my case.

Here are my answers to your questions:

The bonus promotion I used was this one: https://funid.com/en/offers/offer-weeklyftd

It is a casino bonus where you deposit €50 and receive €25 with a 1x wagering requirement.

Yes, I submitted my identity documents (KYC) immediately after registering my account. My account was fully verified before it was blocked.

I never received any warning or notification before the account was suspended. The closure came unexpectedly.

Regarding the email typo, I had noticed it earlier and mentioned it to customer support. They told me I would need to resubmit documents and a selfie to correct the email, but unfortunately, I didn’t complete that process due to forgetfulness.

I would also like to point out that I had already successfully made 2 or 3 withdrawals before the account was closed.

Thank you very much again for your support!

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

Also, please specify the games you played while your bonus was active.

Hello Veronicka,

As far as I know, no one else from my household has created an account on this casino. I don’t believe my parents or my brother are players here, but I cannot confirm this with absolute certainty.

Regarding the bonus, I played mostly offline baccarat. I believe I played it around three times, but not more than that. Cause they delete My account.

Thank you

Thank you very much, bettingfede, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.

Dear bettingfede,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Wazamba Casino representative to join this conversation and participate in resolving this complaint.

Dear Wazamba Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Thank you Stefan!

Dear all,

Thank you for bringing our attention to this matter.

We will conduct a thorough investigation and get back to you once we have gathered more information.

Your patience is much appreciated.

Kind regards,

Wazamba team

Thank you Wazamba

Dear all,

Upon conducting our initial check, we found out that the account-related email address is not listed on this forum thread.

We kindly urge the player to share his username or registered email address so we can further check the case and provide a satisfactory response.

We are grateful for the cooperation.

Kind regards,

Wazamba team

Dear all,

Thank you for your patience.

We took the time to carefully review the case and would like to inform the player that his account has been permanently closed due to severe breach of our Terms and Conditions.

We kindly draw your attention to the following excerpts from the latter:

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.

Please note that this decision is final and non-negotiable.

We will gladly address any other questions or concerns that may arise.

Kind regards,

Wazamba Team

Dear Wazamba Team,

Thank you for your reply.

To be honest, I’m not exactly sure what I supposedly did wrong. I didn’t really win anything significant. My balance wasn’t the result of huge winnings or exploiting the system.

I kindly ask you to reconsider and return at least my original deposit, if not the full remaining balance that was in my account before the closure.

I hope you can understand my point of view.

Federico

Dear Wazamba Casino,

Could you kindly provide more details and specify what the player has allegedly violated? You can send the evidence to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stefan,

We have sent you an email with more information regarding our decision.

Kind regards,

Wazamba Team

Dear Wazamba Casino,

I have responded to your email and will be awaiting your reply.

Dear all,

Thank you for your patience during this time.

Upon further review, our team took the decision to refund the remaining balance, however, the account will remain closed. The transaction has already been initiated to the payment details listed on the account.

We hope you find this response satisfactory and sufficient to close the case. If any further questions arise, please let us know.

Kind regards,

Wazamba Team

Dear Wazamba Team,

Thank you for your response and for confirming the refund.

I appreciate the decision taken and will wait for the funds to reach My wallet before considering the case fully closed.

A special thanks also to Casino Guru for their support throughout this process.

Kind regards

Dear bettingfede,

Please let me know once you receive the payment from the casino.

I'll be awaiting your reply.

Dear Stefan,

Thank you.

I’d like to inform you that I have not received the payment yet. Since the deposit and withdrawal were both made via cryptocurrency, the transaction should have been processed instantly.

Should Wazamba require it again, I can provide my USDT (ERC20) wallet address upon request.

Kind regards

Dear Wazamba Casino,

Could you please state whether the player needs to provide you with the USDT (ERC-20) address? Could you please inform us when the payment will be processed?

I'll be awaiting your reply.

Thank you Stefan!

Dear Wazamba,

I would like to inform you that I received the following email from you and I replied to them accordingly. After sending my response, I received a second message from their side.

I just wanted to check if my email was successfully delivered and if everything is in order.

I remain at your disposal and look forward to your reply.

Kind regards

—————————

1 E-mail:

Dear, 

In order to proceed manually with the withdrawal of your funds we kindly ask you to provide the following details:

Full Name (please include all names including middle names) 

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

If you have any additional questions, please do not hesitate to contact us. 

Best Wishes, 

Support Team

——————————

2 e-mail:

Dear customer,

Thank you for contacting Wazamba KYC Department.

Please note, that we do not process e-mail requests at the moment. If you wish to check your verification status, please visit https://wazamba.com/en/account/verification.

Best Regards,

Wazamba casino

Dear Federico,

We received a confirmation from our team that the refund will be done via bank transfer. Please respond to the email with the requested bank account details at your earliest convenience so we can initiate the payment.

We are grateful for your cooperation.

Kind regards,

Wazamba Team

Dear Wazamba Team,

Thank you for your message.

I have already replied with the requested bank account details. However, since I received a second email stating that the email kyc service is not active, I’m unsure whether my response was received and if you have all the necessary information to proceed.

I kindly ask for confirmation. I remain at your disposal and await your reply.

Thank you again for your support.

Kind regards,

Federico

Dear Federico,

Please share the bank account details once more in response to the email we have just sent you and we will make sure to expedite the process.

Thank you for your cooperation.

Kind regards,

Wazamba Team

Dear Wazamba Team,

I have replied to the email sent by Isaac with the requested bank account details.

I now await the receipt of the transfer in order to close the case as resolved.

Thank you very much for your support.

Kind regards,

Federico

Thank you for your prompt response.

We've noticed that you have provided your Revolut account details. Please note that we can only pay out the refund to high-street physical banks.

Kindly share the new bank account details in the same email thread so we can proceed.

Dear Wazamba Team,

Thank you for your message.

Please note that Revolut is the only bank I use, and it is my primary account. I have been using it reliably since 2019 without any issues. I believe receiving the funds there should not be a problem — we are in 2025, and many of us no longer rely on traditional physical banks with unnecessary fees.

I hope this won’t be an obstacle, and I remain available for any further clarification.

Kind regards,

Federico

Dear Wazamba Casino,

Thank you for your response. Could you please state why Revolut is not acceptable for withdrawal?

I'll be awaiting your reply.

Dear Stefan,

I would like to point out that I originally deposited and withdrew using usdt (erc20), so technically it would be even more appropriate to receive the refund the same way.

However, I’m also fine with receiving the refund via bank transfer — I just hope Revolut can be accepted, as it is my main bank account.

Kind regards,

Federico

Dear all,

After consulting the relevant department, we've came up with the solution to refund the player via crypto. This can be done in BTC, LTC, USDC or ETH on the ERC-20 network.

We kindly ask Federico to share his preference and wallet address in the email thread from yesterday. We will then initiate the payment and post a confirmation here and in the email thread.

Thank you for your understanding and cooperation.

Kind regards,

Wazamba Team

Dear bettingfede,

Could you please respond to the casino's email and inform them where you want the funds to be sent? Once you provide them with the address and the preferred coin, please let me know. Please, do not forget to send the ERC-20 address.

I'll be awaiting your reply.

Dear Stefan,

Isaac from customer support asked me to provide an ERC-20 wallet address to receive the refund in cryptocurrency, with the available options being USDC, BTC, LTC, or ETH.

I chose USDC and have already provided my ERC-20 wallet address. I’m currently waiting for the funds to be sent.

Kind regards,

Federico

Dear all,

The refund is scheduled for tomorrow.

We kindly ask Federico to post a confirmation once the amount is in his wallet so we can hopefully resolve the case.

Thanks to all sides for the cooperation.

Kind regards,

Wazamba Team

Dear Wazamba Team,

OK, thank you. I will make sure to promptly update the case as soon as I receive the funds in my wallet tomorrow.

Kind regards,

Federico

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

Dear bettingfede,

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,

Stefan