Wazamba Casino - La cuenta del jugador ha sido reabierta sin consentimiento.

Good evening. I requested the permanent closure of my account with Wazamba Casino during the summer due to addiction. However, four days ago, they reopened my account. I succumbed to temptation and lost €640, and now I am in a desperate situation. What they did was illegal, and I need your help to get my deposits back!

ΚΑΛΗΣΠΕΡΑ ΖΗΤΗΣΑ ΟΡΙΣΤΙΚΟ ΚΛΕΙΣΙΜΟ ΛΟΓΑΡΙΑΣΜΟΥ ΑΠΟ ΤΟ ΚΑΖΙΝΟ WAZAMBA ΤΟ ΚΑΛΟΚΑΙΡΙ ΛΟΓΟ ΕΘΙΣΜΟΥ ΚΑΙ ΠΡΙΝ 4 ΗΜΕΡΕΣ ΜΟΥ ΑΝΟΙΞΑΝ ΤΟ ΛΟΓΑΡΙΑΣΜΟ ΜΠΗΚΑ ΣΤΟΝ ΠΕΙΡΑΣΜΟ ΕΧΑΣΑ 640€ ΚΑΙ ΕΙΜΑΙ ΣΕ ΑΠΕΛΠΙΣΤΙΚΗ ΚΑΤΑΣΤΑΣΗ. ΑΥΤΟ ΠΟΥ ΕΚΑΝΑΝ ΗΤΑΝ ΠΑΡΑΝΟΜΟ ΚΑΙ ΘΕΛΩ ΝΑ ΜΕ ΒΟΗΘΗΣΕΤΕ ΝΑ ΠΑΡΩ ΤΙΣ ΚΑΤΑΘΕΣΕΙΣ ΜΟΥ ΠΙΣΩ !

Dear Kallioi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you informed the casino of your gambling addiction when requesting account closure in the summer of 2024?
• Could you please forward your account closure request and the casino's confirmation your account is closed?
• Could you please advise if you approached the casino and requested your account to be reopened?
• Is your casino currently accessible to you?
• Have you requested a refund of these deposits due to failed self-exclusion from the casino already? With what result?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

GOOD EVENING YES I HAD INFORMED THE CASINO ABOUT MY ADDICTION AND I REQUESTED A PERMANENT CLOSURE BECAUSE OF IT. I DON'T HAVE A CLOSURE EMAIL BECAUSE EVERYTHING WAS DONE THROUGH CHAT. I DIDN'T ASK THE CASINO TO OPEN MY ACCOUNT, THEY JUST SENT ME A MESSAGE TO MY MOBILE NUMBER AND TOLD ME THAT MY ACCOUNT WAS OPENED AGAIN. ALL I HAVE IS CONVERSATIONS ASKING FOR MY DEPOSITS AND THE CASINO IS ACCOUNTING FOR WHAT IT DID. I HAVE BEEN SENDING THEM AN EMAIL SINCE YESTERDAY AND I HAVE NOT RECEIVED ANY UPDATE ABOUT THE AMOUNT OF THE DEPOSITS! YES THE CASINO IS ACCESSIBLE AT THIS MOMENT THEY ASKED ME TO CLOSE MY ACCOUNT AND I TOLD THEM THAT I WILL CLOSE IT AS SOON AS THIS ISSUE IS RESOLVED BUT IF I HAVE TO CLOSE IT I WILL DO IT RIGHT NOW YOU WILL ADVISE ME

ΚΑΛΗΣΠΕΡΑ ΝΑΙ ΕΙΧΑ ΕΝΗΜΕΡΩΣΕΙ ΤΟ ΚΑΖΙΝΟ ΓΙΑ ΤΟΝ ΕΘΙΣΜΟ ΜΟΥ ΚΑΙ ΖΗΤΗΣΑ ΟΡΙΣΤΙΚΟ ΚΛΕΙΣΙΜΟ ΛΟΓΟ ΑΥΤΟΥ. ΔΕΝ ΕΧΩ ΚΑΠΟΙΟ ΕΙΜΑΙΛ ΚΛΕΙΣΙΜΑΤΟΣ ΓΙΑΤΙ ΟΛΑ ΓΙΝΟΤΑΝ ΜΕΣΟ chat. ΔΕΝ ΖΗΤΗΣΑ ΕΓΩ ΑΠΟ ΤΟ ΚΑΖΙΝΟ ΝΑ ΑΝΟΙΞΕΙ ΤΟΝ ΛΟΓΑΡΙΣΜΟ ΜΟΥ ΑΠΛΑ ΜΟΥ ΕΣΤΕΙΛΑΝ ΕΝΑ ΜΗΝΥΜΑ ΣΤΟΝ ΑΡΙΘΜΟ ΚΙΝΗΤΟΥ ΜΟΥ ΚΑΙ ΜΟΥ ΕΙΠΑΝ ΟΤΙ ΑΝΟΙΞΕ Ο ΛΟΓΑΡΙΑΣΜΟΣ ΜΟΥ ΞΑΝΑ. ΤΟ ΜΟΝΟ ΠΟΥ ΕΧΩ ΕΙΝΑΙ ΣΥΝΟΜΙΛΙΕΣ ΠΟΥ ΖΗΤΑΩ ΤΙΣ ΚΑΤΑΘΕΣΕΙΣ ΜΟΥ ΚΑΙ ΤΟ ΚΑΖΙΝΟ ΑΠΟΛΟΓΕΙΤΑΙ ΓΙΑ ΑΥΤΟ ΠΟΥ ΕΚΑΝΕ.ΤΟΥΣ ΣΤΕΛΝΩ ΑΠΟ ΧΘΕΣ ΕΜΑΙΛ ΚΑΙ ΔΕΝ ΛΑΜΒΑΝΩ ΚΑΜΙΑ ΕΝΗΜΕΡΩΣΩ ΣΧΕΤΙΚΑ ΜΕ ΤΟ ΠΟΣΟ ΤΩΝ ΚΑΤΑΘΕΣΕΩΝ! ΝΑΙ ΤΟ ΚΑΖΙΝΟ ΕΙΝΑΙ ΠΡΟΣΒΑΣΙΜΟ ΑΥΤΗΝ ΤΗΝ ΣΤΙΓΜΗ ΜΟΥ ΖΗΤΗΣΑΝ ΝΑ ΚΛΕΙΣΟΥΝ ΤΟ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ ΚΑΙ ΤΟΥΣ ΕΙΠΑ ΟΤΙ ΘΑ ΤΟΝ ΚΛΕΙΣΩ ΜΟΛΙΣ ΛΥΘΕΙ ΤΟ ΖΗΤΗΜΑ ΑΥΤΟ ΑΛΛΑ ΑΝ ΠΡΕΠΕΙ ΝΑ ΤΟΝ ΚΛΕΙΣΩ ΘΑ ΤΟ ΚΑΝΩ ΑΥΤΗΝ ΤΗΝ ΣΤΙΓΜΗ ΕΣΕΙΣ ΘΑ ΜΕ ΣΥΜΒΟΥΛΕΨΕΤΕ

Without receiving any explanation in my email, they froze my account. without trying with the wrong password it's a lie

Χωρίς να λάβω κάποια εξήγηση στο εμαιλ μου πάγωσαν τον λογαριασμό χώρις να κάνω προσπάθειες με λάθος κωδικό είναι ψέμα

GOOD EVENING Tomas WHY AM I NOT GETTING ANY ANSWER OR HELP FROM YOU?

ΚΑΛΗΣΠΕΡΑ Tomas ΓΙΑΤΙ ΔΕΝ ΛΑΜΒΑΝΩ ΚΑΠΟΙΑ ΑΠΑΝΤΗΣΗ Η ΒΟΗΘΕΙΑ ΑΠΟ ΕΣΑΣ;

I can't understand why I'm not getting an answer from you on something so serious??

Δεν μπορώ να καταλάβω γιατι δεν λαμβάνω απάντηση από εσάς σε κάτι τόσο σοβαρό ;;

Thank you for your patience, Kallioi.

We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

For us to ask the casino for a refund of your deposits we will need proof you informed the casino about any gambling problems.

If you inform the casino about gambling problems the casino should protect you from further gambling. If such protection fails, we believe you are eligible for a refund.

Based on the provided evidence we are unable to determine the protection was supposed to be in place.

If your account is still accessible to you and you wish to be protected, I would recommend you request a permanent self-exclusion from the casino.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

Greetings Wazamba support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period.

Please send another email to support@wazamba.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

GOOD MORNING I HAD REQUESTED A CLEAR EXCLUSION BECAUSE OF GAMBLING ADDICTION ON 13/7/24 VIA CHAT AND THE ANSWER I RECEIVED VIA EMAIL WAS THE ONE I SENT TO YOU ABOVE. THEY HAVE FROZEN MY ACCOUNT AND I HAVE NO ACCESS TO IT BUT I WILL ASK FOR SELF-EXCLUSION AGAIN. WHAT EVIDENCE DO YOU NEED TO SEE THAT I AM TELLING THE TRUTH? WHY DON'T YOU CONTACT THE CASINO ABOUT EVERYTHING THAT IS HAPPENING? I HAVE BEEN SENDING THEM AN EMAIL FOR THE ENTIRE 7 DAYS ABOUT THE ENTIRE INCIDENT AND THE RETURN OF DEPOSITS AND I HAVE NOT RECEIVED ANY RESPONSE FROM THEM.

ΚΑΛΗΜΕΡΑ ΕΙΧΑ ΖΗΤΗΣΕΙ ΞΕΚΑΘΑΡΑ ΑΠΟΚΛΕΙΣΜΟ ΛΟΓΟ ΕΘΙΣΜΟΥ ΣΤΟΝ ΤΖΟΓΟ ΣΤΙΣ 13/7/24 ΜΕΣΩ ΤΣΑΤ ΚΑΙ Η ΑΠΑΝΤΗΣΗ ΠΟΥ ΕΛΑΒΑ ΜΕΣΩ ΕΜΑΙΛ ΗΤΑΝ Η ΠΑΡΑΠΑΝΩ ΠΟΥ ΣΑΣ ΕΣΤΕΙΛΑ.ΕΧΟΥΝ ΠΑΓΩΣΕΙ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ ΚΑΙ ΔΕΝ ΕΧΩ ΚΑΜΙΑ ΠΡΟΣΒΑΣΗ ΣΕ ΑΥΤΟΝ ΑΛΛΑ ΘΑ ΖΗΤΗΣΩ ΕΚ ΝΕΟΥ ΑΥΤΟΑΠΟΚΛΕΙΣΜΟ. ΤΙ ΑΠΟΔΕΙΞΕΙΣ ΧΡΕΙΑΖΕΣΤΕ ΓΙΑ ΝΑ ΔΕΙΤΕ ΟΤΙ ΛΕΩ ΤΗΝ ΑΛΗΘΕΙΑ; ΓΙΑΤΙ ΔΕΝ ΕΠΙΚΟΙΝΩΝΕΙΤΕ ΜΕ ΤΟ ΚΑΖΙΝΟ ΓΙΑ ΟΛΑ ΑΥΤΑ ΠΟΥ ΣΥΜΒΑΙΝΟΥΝ; ΕΓΩ ΤΟΥΣ ΣΤΕΛΝΩ ΕΔΩ ΚΑΙ 7 ΗΜΕΡΕΣ ΕΜΑΙΛ ΓΙΑ ΟΛΟ ΤΟ ΣΥΜΒΑΝ ΚΑΙ ΓΙΑ ΤΗΝ ΕΠΙΣΤΡΟΦΗ ΚΑΤΑΘΕΣΕΩΝ ΚΑΙ ΔΕΝ ΛΑΜΒΑΝΩ ΚΑΜΙΑ ΑΠΑΝΤΗΣΗ ΑΠΟ ΑΥΤΟΥΣ

GOOD EVENING Tomas, I have sent you the new exclusion request and the conversation I have with them about the return of deposits to your email. Do you think there is any hope for me to get my deposits back?

ΚΑΛΗΣΠΕΡΑ Τομας σου έχω στείλει στο εμαιλ σου το νέο αίτημα αποκλεισμού και την συνομιλία που έχω μαζί τους για την επιστροφή καταθέσεων. Πιστεύεις υπάρχει ελπίδα να πάρω πίσω τις καταθέσεις μου;

Thanks for your email and your patience.

Was your access to your player's account blocked since your self-exclusion request on February 12th?

Yes it has been blocked I have no access. Do you think I will be able to get my deposits back?

Ναι έχει αποκλειστεί δεν έχω καμία πρόσβαση. Πιστεύεις θα μπορέσω να πάρω πίσω τις καταθέσεις μου;

Dear Kallioi,

Based on the provided evidence we are unable to determine the protection was supposed to be in place at that time. We can help with your request for a refund only if there is proof you informed the casino of your gambling issues and the casino failed to uphold this player protection. Since there is no evidence you informed the casino in the summer of 2024 about any gambling issues we can't proceed further and the complaint will be closed.

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link

https://casino.guru/problem-gambling-help-centers