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

Hello

I'm here hoping to find a solution to my problem.

I've been suffering from casino and sports betting addiction since 2010 and that damn World Cup.

I'm under medical care and I'm trying to get banned from all the sites I'm addicted to.

Regarding Wazamba, I signed up with them in 2023 after losing a huge amount of money, over 5,000 euros. I said stop and submitted a request for permanent closure due to casino addiction. They did close my account, and Julien, who was my VIP manager, refused to reopen my account.

But in January 2025, I received promotional emails, which piqued my curiosity. I went to the site and noticed that my account had been reopened without my consent, and I lost 638 euros again. But not wanting to make things worse, I warned them to close my account. They explained to me that the reopening was due to an automatic update.

I am therefore requesting a refund of 638 euros, money lost between January 2025, the reopening date, and March 2025, the closing date.

I'm sure we'll find a solution.

Sincerely,

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To help us better understand your situation, may I ask you a few questions?

• Could you please forward me the account closure request you sent to the casino in 2023, along with the casino’s responses? My email address is veronika.f@casino.guru.
• When did you first contact the casino after discovering that your account had been reopened?
• Am I correct in understanding that your account has since been closed again? If so, did you request the closure, or was it initiated by the casino?
• Has the casino informed you whether the deposits you made since January 2025 will be refunded?
• Have you made any successful withdrawals since your account was reopened?

I hope we’ll be able to assist you in resolving this issue as soon as possible.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Hello Veronika, I'm sending you all the information you need to resolve this problem. My account was reopened in January 2025, then following my refund request, it was closed in March 2025. I didn't make any withdrawals between the reopening and the closing, and I lost €638. I've contacted them a hundred times by email, but they haven't responded. Please help me.

Hello Veronika I forwarded the emails to you yesterday. Please check them.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello samirakdim2, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Wazamba Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear All,

Thank you for reaching out to us.

The player has already been refunded.

The transaction was processed yesterday and the money were sent from our side.

The funds can take 3 - 5 working days to appear in the account, however, this is subject to the player's bank standards.

If you have any further questions, please let us know.

Best regards,

Wazamba Casino team

Dear Wazamba Casino team, thank you so much for the prompt reply! Can you please confirm the account has been marked as "gambling addict, never reopen" or something similar, nad all the marketing communication will cease as well?

Dear samirakdim2, please let us know once you receive the money and whether you have been refunded the whole disputed amount. I will keep the complaint open until you confirm everything has been sorted out. Thank you.

Dear Matej,

I confirm that player's account was marked as "gambling addict " and it won't be reopened even if player requests it.

All marketing notifications have been disabled, so the player should not be receiving promos from us anymore.

If you have more questions, please let us know.

Best regards,

Wazamba Casino team

Dear Wazamba Casino team, thank you so much for the confirmation! :)

Dear samirakdim2, please let us know once you receive the money and whether you have been refunded the whole disputed amount. I will keep the complaint open until you confirm everything has been sorted out. Thank you.

Dear samirakdim2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru