Wazamba Casino - La cuenta del jugador no responde después de la autoexclusión.

Good morning.

I would like to ask you to intervene, as the casino is not communicating.

In 2023 I requested self-exclusion from this and other casinos. At the time I think the casino was owned by another operator, however this casino in 2024 allowed me to create an account again, and lose 2500€.

I've asked for a refund and the casino won't even reply.

Can you help?

Bom dia.

Solicito a vossa intervencao, pois o casino nao comunica.

Em 2023 solicitei a auto-exclusao deste e outros casinos. Na altura penso que o casino era de um outro operador, no entanto este casino em 2024 permitiu me criar novamente conta, e perder 2500€.

Solicitei o reembolso e o casino nao responde sequer.

Podem ajudar?

Dear cgouveia,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@wazamba.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please advise when exactly you created the second account and if you registered with the same personal details? Do you currently have access to that account?

Thank you very much in advance.

Best regards,

Kristina

Good morning casino guru.

I created an account on December 23, 2024.

I can't log into the account, I created the account with my email my mobile number etc.

I was never asked for any kyc despite depositing more than 2500€ in a few hours.

Bom dia casino guru.

Eu criei conta em 23 de dezembro de 2024.

Nao consigo entrar na conta, criei a conta com o meu email meu numero de telemovel etc.

Nunca me foi solicitado qualquer kyc apesar de depositar mais de 2500€ em poucas horas.

Thank you for your reply, cgouveia. Please allow me to ask you a few questions, so I can understand the whole situation completely and construct a timeline.

• When did you create the first account and when was it closed?
• When was your second account closed?
• 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.

Dear cgouveia,

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.

Hi, I'm not sure when I created my account, but I think it was in 2023.

My account was closed in January 2025.

Thank you

Ola, nao tenho a certeza da data da criacao da conta, mas penso ter sido durante o ano de 2023.

A minha conta foi encerrada em janeiro de 2025.

Obrigado

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.

Dear cgouveia,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of cgouveia. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear cgouveia,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wazamba Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wazamba Casino,

Could you please provide detailed information regarding this case and explain how the player was able to register a new account at your casino, despite having been self-excluded due to a gambling problem since 2023?

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear cgouveia,

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

 4.1 :- By opening an account on our Website and by using our Website you warrant that:

<...>

• you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

<...>

3.8 :- Self-exclusion request: you can contact the customer service via e-mail: support@wazamba.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.        

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 Casino,

I’m following up once again, as my previous inquiry was left unanswered.

I’ve been asking for clarification on how a player who had previously self-excluded was able to create a new account. As I understand it, all personal details are provided during registration. Could you please explain why the player's information was not matched against the data associated with the blocked, self-excluded account?

Thank you.

Hello Kubo,

We sincerely apologies, we did not mean to avoid your question!

As we checked the cgouveia account we could not find any other Wazamba account from past records (with this email address which is also the registered email address of the only account [username :- WZB_CGOUVEIA] we can find in our system.)

WZB_CGOUVEIA, account was created on 23rd December, 2023 and was closed on 24th December, 2024, as per players request. (The account was closed due to a Gambling addiction request.)

Therefore, we kindly request cgouveia, to share the username or the email address the player may have used to register for the previous account.

As we searched we could not find any other account with this email address. That is why we believe, there is a possibility that the cgouveia was able to create a account with other email address.

However, even if the player used a different email address, our system would had detected the similarity with other details (if they were kept same) and we would had closed the account as duplicate account. As we do not support player to have duplicate account. Therefore, the latest account would had been closed, as per our general terms and conditions point number :- 3.2.

Once the player share some additional details such as the username or the email address we can surely look into this and try our best to help in this situation.

We will wait for the update from cgouveia

Kind regards,

Wazamba team.

Good evening.

I've never used another email.

The email and the user will always be cgouveia or cgouveia24.

At the time, wazamba belonged to rabidi, and the request for self-exclusion happened for wazamba as well as for several other casinos in the same group.

Thank you

Boa noite.

Nunca usei outro email.

O email vfagenciapub@gmail.com e o user sera sempre cgouveia ou cgouveia24.

Na altura wazamba pertencia ao rabidi, e o pedido de auto exclusao aconteceu tanto para o wazamba como para varios outros casinos do mesmo grupo.

Obrigado

Dear cgouveia,

Could you please confirm whether you received a welcome email upon registering with Wazamba for the second time? Additionally, did you receive any confirmation email following your self-exclusion request in October 2023?

If possible, kindly share any relevant evidence supporting this - either by replying here or by sending it directly to my email address at jakub.m@casino.guru.

Thank you in advance for your response.

Hi Kubo.

I didn't receive an email replying to the self-exclusion.

When I reopened my account, I didn't receive a welcome email either.

At the time of my self-exclusion the casino was part of the now defunct rabidi group, so I can understand.

Thank you

Ola Kubo.

Nao recebi qualquer email de resposta da auto-exclusao.

Quando reabri a conta tambem nao recebi email nenhum de boas vindas.

Na altura da minha auto-exclusao o casino fazia parte do extinto grupo rabidi pelo que consigo compreender.

Obrigado

Hello cgouveia,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Everyone,

Please accept my sincere apologies for the delay in addressing this complaint, which was due to my recent sick leave. I am now back and ready to proceed with the resolution process.

To move forward, let me first summarize the situation based on the information provided by both the player and the casino, which will serve as the foundation for further inquiries.

The player states that the original account was created sometime in 2023 and that a self-exclusion request was submitted on October 23, 2023, from the same email address used in this complaint. However, no confirmation or evidence has been provided to demonstrate that the self-exclusion request was acknowledged or applied by the casino. The history of this account remains unclear until December 23, 2024, which the player claims is the date a new account was created - again using the same email address and phone number. No welcome email, registration confirmation, or similar supporting documentation has been presented to substantiate this claim.

From the casino’s side, the information shared indicates that an account associated with the provided email address was created on December 23, 2023 and closed on December 24, 2024, a full year later.

Dear cgouveia,

Since you have stated that the new account was created using the same email address on a date that overlaps with the period during which the original account was still active, this presents a clear inconsistency. Creating a new account with the same credentials while the old one is still active is technically not feasible. Therefore, I kindly ask you to provide any relevant documentation or evidence - such as screenshots, emails, or messages from the casino - that could support your version of events. At this stage, the available information does not sufficiently support your claims.

Dear Wazamba Casino,

To aid in a fair assessment of this complaint, could you please provide any relevant evidence regarding the account details you’ve shared - such as screenshots from your system, account logs, or other supporting records - that could help clarify the timeline and account activity?

You may send the requested evidence to my email address at jakub.m@casino.guru.

Thank you both for your cooperation and assistance in resolving this matter.

Dear Kubo,

We have sent an email attached evidence to it.

We will wait for your update.

Kind regards,

Wazamba team.

Dear cgouveia,

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,
Kubo
Casino.Guru