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

Despite my message to the official/provided email address for responsible gaming, specifically mentioning my gambling addiction and requesting permanent account closure due to this, my message was ignored and my player account remained open. I was prompted to "verify" my account, claiming "no account could be found at the provided email address"—however, it was no problem for the casino to contact me at the address registered in the account. Even worse, I was contacted by a VIP manager via this email address (though not regarding account closure). I therefore demand a refund of losses incurred AFTER my account closure request.

Another request to close the account was sent at the same time.

Thanks so much

Trotz meiner Nachricht an die offizielle/abgegebene E-Mail-Adresse zum Verantwortlichen Spielen und dem konkreten Hinweis auf meine Spielsucht, sowie bitte um permanente Schließung wegen dieser wurde meine Nachricht ignoriert und mein Spieler-Konto war nach wie vor geöffnet. Zur „Verifizierung" meines Accounts „da kein Account unter angegebener Mail-Adresse zu finden sei" wurde aufgerufen - jedoch war es kein Problem für das Casino mich unter der im Account hinterlegten Adresse zu kontaktieren.Noch schlimmer ich wurde von einem VIP-Manager über diese Mail-Adresse kontaktiert (jedoch nicht wegen der Schließung) ich fordere deshalb Verlust welche NACH der Bitte um Kontoschließung verzeichnet wurden zurück zu erstatten.

Eine weitere Aufforderung zur Kontoschließung wurde zeitgleich versandt.

Vielen Lieben Dank

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which email address you used to register your account at this casino, and from which email address you sent the self-exclusion request included with your complaint?
• Did you contact the casino from the correct email address, as suggested by the support agent, to request the closure of your account? If so, kindly forward me the self-exclusion request sent from the other email address, along with the casino’s responses and all subsequent communication, at veronika.f@casino.guru. Please include the complete email threads rather than only screenshots.
• Have you completed the full KYC verification at this casino?
• Is your account currently closed? If so, please specify the date on which the casino closed it.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for your emails.

I can see that during your conversation with customer support, you used a @googlemail.com email address. However, in your most recent response, you mentioned that you registered your casino account using a @gmail.com address.

I am aware that Googlemail addresses redirect to Gmail, so I understand that both addresses may lead to the same inbox. However, the question is whether the casino's system recognizes these two email addresses as the same account or as two separate addresses.

Therefore, please send me a screenshot showing the email address you use to log into your casino account.

Good day,

To avoid precisely this problem, I provided my username from the beginning, as I use it to log in (see screenshot). I am also sending you screenshots of my account closure request from 2024 and from January 2026. In this regard, a refund of further deposited amounts would be relevant. At that time, also with the -@gmal.com-Adresse However, this did not lead to the closure of my account, and it remains open. Furthermore, I constantly receive promotional emails.

Guten Tag,

um genau diese Problematik zu vermeiden, habe ich von Beginn an meinen Benutzernamen angegeben, da ich diesen zum Login verwende (siehe Screenshot). Außerdem sende ich ihnen einen Screenshot von meiner 2024 gesendeten Bitte um Kontoschließung und vom Januar 2026. Diesbezüglich wäre ein Rückforderung von weiteren einbezahlten Beträgen relevant. Damals auch mit der -@gmal.com-Adresse. Dies hat jedoch auch nicht zur Schließung meines Kontos geführt und es ist nach wie vor geöffnet. Außerdem bekomme ich permanent Werbe-Mails.

Since I have now seen how intensively I tried to have my account blocked and nothing has happened to this day (see screenshot), I demand the entire lost amount back from the operator (there were no payouts during this period).

My account should have been closed since October 20/21, 2024.

Best regards

Da ich nun gesehen habe wie intensiv ich versucht habe mein Konto sperren zu lassen und bis heute nichts passiert ist (siehe Screenshot) fordere ich vom Betreiber den gesamten verloren Betrag zurück (Auszahlungen gab es in diesem Zeitraum nicht).

Mein Konto hätte seit dem 20/21 Oktober 2024 geschlossen sein sollen.

Mit freundlichen Grüßen

Here is a screenshot showing the email address stored in the account.

Hier ein Screenshot mit der im Account hinterlegten E-Mail-Adresse

I just found these emails.

Ich habe soeben diese Mails gefunden.

Hello Clown70,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Clown70

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Clown70,

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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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

Dear Clown70,

Thank you for reaching out to us.

Please be informed that your account has been permanently closed upon your request.

Furthermore, please note that your case has been forwarded for further review and we will contact you as soon as possible with additional information.

We thank you for your understanding.

Kind regards,

Wazamba Team

Dear Wazamba Casino,

Thank you for the reply. We are waiting for your updates.

Dear Clown70,

Thank you for your patience.

We would kindly ask you to check your emails where we offered you a refund in the amount of 1660 EUR.

After investigation of your case we can confirm that we replied your initial closure request directly and asking for the reason of closure and confirmation. However, we did not receive your confirmation, which is why your account was not closed. Furthermore, no RG issue was mentioned in your initial request.

The amount offered as refund represents the net losses since your confirmation of closure.

We hope this finds you well.

Kind regards,

Wazamba Team

Dear Clown70,

Please proceed according to the casino's instructions.

Ladies and Gentlemen

I accepted the casino's offer and provided all the necessary information!

I'll get in touch as soon as something happens.

Many thanks so far to Casino Guru and the Wazamba Casino team.

Sehr geehrte Damen und Herren,

mich habe das Angebot des Casinos angenommen und alle notwendigen Informationen zur Verfügung gestellt!

Ich melde mich sobald etwas passiert.

vielen Dank bisher an Casino Guru und an das Team des Wazamba Casinos

Good day,

According to Wazamba, a payment has been made! I'll get in touch as soon as the money arrives.

Thank you

Guten Tag,

laut Wazamba wurde eine Auszahlung vorgenommen! Ich melde mich sobald das Geld angekommen ist.

vielen Dank

I would like to inform you that I have received the money. I would like to thank the Casino-Guru team as well as the Wazamba team for their friendly and prompt service.

Thank you very much, my request has been resolved.

Hiermit möchte ich mitteilen, dass ich das Geld erhalten habe. Ich bedanke mich bei dem Team von Casino-Guru aber auch herzlich bei dem Team von Wazamba für den netten und schnellen Kontakt.

vielen Dank hiermit hat sich mein Anliegen erledigt.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Clown70,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal