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

Hello, I informed Wazamba Casino on February 10th, 2025 that I have a problem with gambling addiction. Since then, I have been informed that my request is being processed by a support employee. Even as of today (February 28th, 2025), my account is open and I can still make deposits. I request that my account be closed and my deposited money be refunded as this violates applicable law. I can confirm deposits and support requests via screenshot if required. I hope for your help.

Lg

Ingo

Hallo, ich habe bereits am 10.2.2025 das Wazamba Casino darauf hingewiesen dass ich ein Problem mit Spielsucht habe,seit diesem Tag werde ich darauf hingewiesen dass meine Anfrage von einem Support Mitarbeiter bearbeitet wird. Selbst mit heutigem Tag ( 28.2.2025) ist mein Konto geöffnet und kann weiterhin einzahlen. Ich verlange dass mein Konto geschlossen wir und mein einbezahlt es Geld rückbezahlt wird da dies gegen geltendes Recht verstößt. Ich kann Einzahlungen und Support anfragen gerne per Screenshot bestätigen wenn gewünscht. Hoffe um ihre Hilfe.

Lg

Ingo

Dear tiga8544,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy 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 forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hello Kristina, I sent you the email confirming the account closure on February 28th. Did you receive it?

Lg

Ingo D***

Hallo Kristina,habe ihnen die Mail mit der Bestätigung der Kontoschließung bereits am 28.02 gesendet. Haben sie diese erhalten?

Lg

Ingo D***

Thank you very much, tiga8544, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello tiga8544,

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

Hello Michal, thank you for your support. My Wazamba account is still accessible, and I can still deposit money. The casino still shows no intention of changing this situation.

LG

Ingo

Hallo Michal,vielen Dank für ihre Unterstützung,bis Dato ist mein Acc. im Wazamba zugänglich ebenso kann noch immer Geld einbezahlt werden. Seitens des Casinos noch immer keinerlei Ambitionen diesen Umstand zu ändern.

LG

Ingo

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 tiga8544,

I have contacted the casino outside of this thread, and I am expecting an answer from them here soon. That's why I'm setting another timer. Your patience is greatly appreciated.

Thank you for your efforts, but my account is still open and the casino has still not responded to my self-exclusion.

Vielen Dank für ihr Bemühen jedoch ist mein Acc. weiterhin geöffnet und das Casino hat noch immer nicht auf meinen Selbst Ausschluss reagiert.

Dear All, 

Thank you for contacting us.

We apologize for any inconvenience this may have caused.

Please be assured that we are committed to resolving this situation. 

The case is currently being reviewed by the relevant team, and you will be notified as soon as there is an update.

Kind regards,

Wazamba Casino Team

Dear Wazamba Casino,

We will be waiting for your timely answer.

Dear tiga8544,

We would kindly request to check the reply provided via mail.

Thank you for your cooperation.

Wazamba Casino Team

Hello Wazamba Support,

I have already replied to your email and am waiting for your confirmation.

Best regards

Hallo Wazamba Support,

Habe ihnen bereits auf die Mail geantwortet,warte auf ihre Bestätigung.

Mit freundlichen Grüßen

Dear Wazamba Casino,

Please keep me informed about the situation.

Dear Casino Guru Team, I contacted Wazamba Casino briefly. It seems to have been due to a misunderstanding in communication between both parties. Everything has been resolved. Thank you very much for your support.

Liebes Casino Guru Team,ich habe mich mit dem Wazamba Casino kurz geschlossen,es lag anscheinend an einem Missverständnis in der Kommunikation beiderseits. Es wurde alles geklärt,ich danke ihnen herzlich für die Unterstützung.

Dear tiga8544,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru