Wazamba Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

I begged the casino multiple times to close my account because of gambling issues . And they didn’t close it .

since then i deposited close to but probably more 4500€ .

i demand this money back as they had to close it asap!

Dear Ed1830, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hey Veronica ,

I sent you all the required info by mail .

thank you for your help

Thank you for your emails.

Could you please confirm if the casino responded to your email from 23 January for the first time on 29 January? In the meantime, have you sent any messages to customer support requesting to close your account?

Additionally, could you kindly forward me the original account closure request from 23 January as an email at veronika.f@casino.guru?

Is your account with the casino still open?

Thank you for your patience and cooperation.

Hey Veronica ,

I sent you all the info by mail

Thank you very much, Ed1830, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 Ed1830,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wazamba Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

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 all,

Thank you for reaching out!

Please be informed that we are looking into the matter and will provide updates as soon as possible.

Please rest assured that the customer's account is duly closed.

Best regards,

Wazamba team

Yes indeed now it’s closed . After me begging countless times to close it .

however you had no right to open it after January 23rd .

so please give me my refund

Dear Wazamba Casino,

We will be waiting for updates from you.

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 Ed1830,

I've reached out to the casino internally, outside of this thread. I believe we will get an answer here, that's why I'm setting one last timer. Thank you for your patience.

Dear all,

Thank you for your patience!

Please be informed that the communication regarding the customer's refund is ongoing internally.

We appreciate your understanding.

Best regards,

Wazamba team

Sorry Michal,

at this point wazamba is just stalling for time .

they have sent me an agreement for a refund of 2500€ two weeks ago .

however after replying to their mail with my bank details like they asked they went silent .

in my opinion this is a fraudulent casino that should be blacklisted from your website .

thank you for all your help

Dear Wazamba Casino,

Can you comment on the player's statement? Did you receive the player's bank details?

Dear all

Thank you for your patience.

Kindly be informed that customer had been contacted on email and we are awaiting for him to reply back to us.

Best Regards

Wazamba team

Hey wazamba ,

I have replied to your mail .

please proceed asap

thank you

Thank you everyone for the updates.

Dear Wazamba Casino,

We are waiting for you to proceed.

Hey ,

please reply .

im begging you

Dear Ed1830

Thank you for your patience.

Kindly be informed that your refund is in processing and it should be with you very soon.

Best Regards

Wazamba Team

Dear Ed1830,

Please confirm for us here when you receive your refund.

Dear Ed1830,

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.