Wazamba Casino - Los retiros de los jugadores se retrasan.

I have been waiting since February 1st for 3 payments of €500 each (€1,500 in total). I want to withdraw the rest of the balance (€3,000 more) but until I receive a payment, I cannot request further withdrawals.

They haven't asked me for any documentation. In the chat, they tell me everything is fine and they're working on it, but they have a high volume of transactions. The truth is, they always use the same excuse, but I think it's a lie and they want to keep my money.

Llevo desde el 1 de febrero esperando 3 pagos de 500€ cada uno (1.500€ en total), quiero retirar el resto del saldo (3.000€ mas) pero hasta que no me hagan algún pago, no puedo solicitar los siguientes retiros.

No me han pedido ningún tipo de documentación, en el chat me indican que está todo correcto y que están en ello, pero que tienen un alto volumen de transacciones. La realidad es que siempre ponen la misma excusa, pero creo que es mentira y quieren quedarse con mi dinero.

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Dear lorenitamlg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have not submitted any identifying documentation to the casino at any point?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

Hi Petra,

Thank you for your help, I will answer your questions.

1. No, this is my first withdrawal request.
2. I have not sent any documentation; the KYC section of the website indicates that they do not require anything from you.
3. I haven't used any bonuses, so there aren't any active ones.

Thank you so much!

All the best.

Hola Petra,

Gracias por su ayuda, respondo a sus preguntas.

1. No, es mi primera solicitud de retiro.
2. No he enviado ninguna documentación, en el apartado KYC de la web me indica que no requieren nada por su parte.
3. No he usado ningún bono, por lo que no hay ninguno activo.

Muchas gracias!

Un saludo.

Thank you for your reply and for providing the previous details, lorenitamlg.

• Which payment method did you choose to withdraw your winnings? Was it the same one you used for the deposit?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi Petra, I'll answer your questions:

Both deposits and withdrawals were made using crypto (Ripple in both cases).

The last communication was just now, screenshots attached.

Thank you so much!

All the best.

Hola Petra, respondo a sus preguntas:

Tanto los ingresos como los retiros solicitados fueron realizados con crypto (Ripple en ambos casos).

La última comunicación ha sido ahora mismo, adjunto capturas.

Muchas gracias!

Un saludo.

Dear lorenitamlg

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 Samuel (samuel.s@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,

Petra

Dear lorenitamlg,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Wazamba Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Wazamba Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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 Player,

Thank you for contacting us.

Please be advised that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Wazamba Casino Team

Hello everyone,

thank you, Wazamba Casino, for the update and for confirming that the case is currently under review.

I will now wait for your next update once the review is completed. Please keep us informed about any progress so we can move this complaint forward.

Dear Player,

We are contacting you regarding the verification of your account. To ensure the security of your profile and complete the process, we kindly request that you provide the following photos:

Valid ID: A clear, color photograph of your government-issued identity document (e.g., passport, ID card, or driver's license). Please include both the front and back sides.

Selfie: A clear, close-up photograph of your face.

Selfie with ID Against Our Site (AOS): A clear photo of yourself holding your ID document next to your face, with our casino website clearly visible on a computer or secondary screen in the background.

Please ensure all details on your ID are fully legible and not covered by your fingers or any glare. Please upload the required images at your earliest convenience so we can finalize your verification.

Thank you for your cooperation.

Kind regards,

Wazamba Casino Team

Hello,

I have already uploaded all the requested documentation through the "verification" section of your website.

Thank you so much!

All the best.

Hola,

Ya he subido a través del apartado "verificación" de vuestra web toda la documentación solicitada.

Muchas gracias!

Un saludo.

Dear player,

Thank you for your follow-up.

We will forward relevant team for clarification, and notify you when there is an update.

Kind regards,

Wazamba Casino Team

Hello lorenitamlg,

thank you for your update and for confirming that the requested documents have been submitted.

I will now wait for the casino to review your documents and provide an update. Please keep me informed if you receive any response from their side as well.

Dear All,

We are currently reviewing your account. We will notify you once we have an update.

Thank you for your patience and cooperation.

Kind regards,

Wazamba Casino Team

Hello,

The documents have already been accepted, as shown in the following screenshot. I don't know the reason for the delay...

All the best.

Hola,

Los documentos ya están aceptados como muestro en la siguiente captura, no se cual es el motivo de la espera...

Un saludo.

Dear All,

Thank you for your continued patience.

We are writing to let you know that your account is still currently under review by our relevant department. We kindly ask for a little more patience while our team completes their necessary checks.

Please rest assured that we are monitoring your case closely, and we will notify you immediately as soon as we have an update.

Thank you for your understanding and cooperation.

Kind regards,

Wazamba Casino Team

Hello everyone,

Thank you for the updates.

Dear Wazamba Casino, could you please clarify what exactly is still under review, especially since the player indicates that the documents have already been accepted? I would appreciate a clearer explanation of what is causing the delay and whether anything further is required from the player.

Dear lorenitamlg, I understand how frustrating and confusing this must feel, especially if everything appears approved on your side. I’ll wait for the casino’s clarification so we can better understand what is still pending and move this forward.

Hello,

I'd like to point out that the three pending withdrawals of €500 each, which had been under review since February 1st, have just been cancelled by the casino. I don't understand anything...

All the best.

Hola,

Indicar que los 3 retiros pendientes de 500€ cada uno que llevaban en revisión desde el 1 de Febrero, acaban de ser cancelados por el casino. No entiendo nada...

Un saludo.

hello,

Update: The casino has requested additional documentation. Specifically, a screenshot of the crypto deposit transaction and a screenshot proving ownership of the crypto wallet.

Documents submitted are now awaiting approval.

All the best.

hola,

Actualizo para decir que han requerido desde el casino documentación adicional. Captura de pantalla con la transacción del depósito via Crypto en el casino y Captura de pantalla que demuestre que el monedero crypto es de mi propiedad.

Documentos enviados y a espera de aprobación.

Un saludo.

Hello lorenitamlg,

thank you for the update.

I appreciate you providing the latest information and submitting the requested documents.

For now, we will wait for the casino’s response regarding the new documentation. Please keep me informed if the casino does not reply in the thread or if there are any further updates on their side, so I can continue monitoring the situation.

Thank 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 Player,

Thank you for your cooperation during the verification process.

Before we can finalize your request, we kindly ask you to provide proof of your recent cryptocurrency deposit and proof of ownership for the wallet used. Please reply to this email with screenshots that clearly show:

The deposit transaction: Including the amount, date, and Transaction ID/Hash.

Your wallet profile page: Showing your personal details (Name and/or Email) alongside the sending wallet address.

Please ensure all information is clearly visible. We look forward to receiving your reply.

Kind regards,

Wazamba Casino Team

Hello,

Five days ago (as I indicated in this email thread) I sent the documentation you requested through the casino's "verification" section, however I am sending it to you again here.

All the best.

Hola,

Hace 5 días (tal y como indiqué en este hilo de correos) envié la documentación que me indicais a través del apartado "verificación" del casino, no obstante os la vuelvo a enviar por aquí.

Un saludo.

Dear Samuel,

I truly believe the casino is just stalling and not resolving anything. What will be the next excuse they use to delay the issue for another 7 days?

This situation is very unpleasant.

Thank you for your help.

Estimado Samuel,

Ciertamente creo que el casino solo hace demorar el proceso y no resuelve nada. ¿Cuál será la próxima excusa con la que retrasarán otros 7 días la incidencia?

Esta situación es muy desagradable.

Gracias por su ayuda.

Hello everyone,

thank you, Wazamba Casino, for your response.

Dear lorenitamlg,

thank you for resending the requested documents.

Dear Wazamba Casino, could you please confirm whether the documents provided by the player are sufficient, or if anything else is still required to complete the verification?

I would appreciate your prompt clarification so we can move this case forward without further delays.

Thank you.

Dear Player,

We are ready to process a manual withdrawal for the remaining balance in your account. To proceed, please email us with your preferred payment method and the corresponding details:

Option A: Bank Transfer

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BIC

Bank name

Bank location (country)

Option B: Cryptocurrency

Crypto Wallet Address:

Specific Cryptocurrency (e.g., BTC, USDT):

Network (e.g., ERC20, TRC20):

Once we receive these details, we will proceed with your manual payout.

Thank you for your cooperation.

Kind regards,

Wazamba Casino Team

Hello everyone,

thank you, Wazamba Casino, for the update.

Dear lorenitamlg,

thank you as well for providing the requested details. We will now wait for the casino to process the withdrawal.

Please let me know once the funds are received, and feel free to keep me updated on the overall status of your balance.

If anything unexpected happens, don’t hesitate to inform me.

Thank you.

Good morning Samuel,

Since Sunday, when they requested my payment information and I sent it that same day, it's now Thursday and I still haven't received the payment, for your information.

All the best.

Buenos días Samuel,

Desde el domingo que me solicitaron los datos para el pago y, habiendo enviado la información ese mismo día, estamos a jueves y aún no he recibido el pago, para su información.

Un saludo.

Hello everyone,

Dear Wazamba Casino,

could you please inform us when the payment will be sent, or provide at least a clear timeframe for processing the withdrawal?

Thank you in advance for your cooperation.

Dear Player,

Thank you for your patience.

Please be advised that USDT is currently unavailable for manual withdrawals. To proceed with your payout, we kindly ask you to select one of the following available methods:

BTC (Bitcoin)

LTC (Litecoin)

DOGE (Dogecoin)

ETH (Ethereum)

USDC (ERC20)

Kindly reply to this email with your preferred method and your corresponding wallet address. Once received, we will process your request immediately.

Kind regards,

Wazamba casino Team

Hello everyone,

thank you for the update.

Dear lorenitamlg,

thank you for providing the updated payment details.

Please keep me informed once the withdrawal is processed, including when you receive the payment and the exact amount credited, so we can confirm everything has been completed correctly.

Thank you for your cooperation.

Dear Player,

Thank you for providing your payment details.

We have forwarded this information to our relevant department for review. As soon as your refund has been processed, we will notify you immediately.

Thank you for your patience.

Kind regards,

Wazamab Casino Team

Dear Player,

We are pleased to inform you that your refund has been successfully processed and completed on our end today.

However, depending on your bank's processing times, it may take between three and five working days for the transaction to appear in your account.

As payment is now under way, we consider the matter resolved.

Thank you for your patience while we processed your request. 

Kind regards,

Wazamba Casino Team

Hello everyone,

thank you, Wazamba Casino, for the update and for your cooperation.

Dear lorenitamlg,

could you please confirm once you receive the payment and let me know if everything is correct on your side? If so, I will be able to close the complaint as resolved.

Thank you.

Hello Samuel,

The funds have been withdrawn from my casino account, and my balance is currently €0. However, it still appears as pending in my casino withdrawal transaction history (screenshot attached).

Once processed, the withdrawal should only take a few minutes to receive, as it is a crypto transaction, not a bank transfer which could take longer.

All the best.

Hola Samuel,

Los fondos han sido retirados de mi cuenta en el casino, siendo 0€ ahora mismo el saldo. No obstante en el historial de transacciones de retiro en el casino aún aparece como pendiente (adjunto captura de pantalla):

El retiro una vez se procese debería tardar solo unos minutos en recibirlo, ya que es una transacción a través de crypto, no es una transferencia bancaria que si podría tardar mas.

Un saludo.

Dear lorenitamlg,

at this stage please allow the standard processing time advised by the casino (up to 3–5 working days), as the payment may still be finalised through the payment provider and external processing systems. I will continue monitoring the case in the meantime.

Please let me know once the funds arrive in your wallet, so I can confirm and proceed with closing the complaint if everything is completed correctly.

Hello Samuel,

After a week, I still haven't received my money and the shipment appears as pending... however, this time bitcoin doesn't appear as a payment method (as it did in the screenshot I sent a few days ago).

All the best.

Hola Samuel,

Tras una semana, sigo sin haber recibido mi dinero y el envío aparece como pendiente...eso sí, esta vez no aparece bitcoin como método de pago (como sí que aparecía en la captura que envié hace unos días).

Un saludo.

Dear Player,

Thank you for follow up.

We will notify the relevant department about the pending refund and provide an update as soon as possible.

Thank you for your patience.

Kind regards,

Wazamba Casino Team

Hello everyone,

thank you, Wazamba Casino, for the update. We’ve noted your message and are now waiting for your next update on the pending withdrawal, please let us know as soon as you have any further information, especially regarding the current status of the transaction and when the player can expect the funds.

Dear lorenitamlg,

please keep me updated once the payment arrives or if there are any further changes.

I will be waiting for your update.

Dear Player,

Unfortunately, the review of your pending payment is still ongoing, and we are waiting for a final update from the department involved.

We appreciate your understanding and will keep you posted as soon as possible.

Kind regards,

Wazamaba Casino Team

Hello,

I don't understand anything. Wasn't the payment already processed and supposed to be reflected in 3-5 business days? This is yet another lie.

Now it's under review again just to delay the process even further. Samuel, do you honestly think this is professional or serious?

Thank you, best regards.

Hello everyone,

thank you for the updates.

Dear Wazamba Casino,

noted your latest message regarding the ongoing review of the pending payment. At this stage, we understand that the matter is still being handled internally by the relevant department. We will therefore wait for your next update once you have further clarification on the current status and completion timeline of the transaction.

Hello everyone,

Dear lorenitamlg,

I understand your frustration here, especially since the previous communication created the impression that the payment had already been processed and only needed time to arrive.

At the same time, based on how payment processing sometimes works on the casino side, there can be situations where a withdrawal is marked internally as initiated or forwarded for processing, while additional review, provider-side checks, or technical/payment confirmations are still pending before the transaction is fully completed. However, I agree that the communication so far has not been sufficiently clear, which understandably creates confusion and distrust.

I will be waiting for your next update.

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

Dear lorenitamlg,

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,

Samuel