Wazbee Casino - El jugador tiene problemas de identificación con el casino.

: "I provided an Estonian Residence Permit. My residence is Estonia, which is a permitted jurisdiction. The casino is wrongly identifying me as a Ukrainian resident based on my origin/citizenship."

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazbee Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain when the incident happened? Was your account closed as a result of the accusations made against you?
• Since when have you lived in Estonia? When was the residence permit issued, and when did you register in the casino?
• Have you filled out your player's profile with the information about your address from the residence permit?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello yuriim,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear yuriim,

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,

Tomas

Hello yuriim,

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 Wazbee 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!

Thank you for your patience.

During the verification of the client’s identity and address, it was found that an Estonian document "Elamisluba" with a temporary permit was uploaded.

The document states Ukrainian citizenship.

Elamisluba is an Estonian residence permit document that confirms a person has the legal right to live in Estonia for a certain period of time.

According to the Terms and Conditions:

2.4. Residents and citizens of the following territories are restricted to use and access wazbee.casino by any means including but not limited to: <...> Ukraine <...>

Dear Wazbee Casino,

Thank you for your response. I would like to respectfully clarify a point regarding the player in question. If the player is legally residing in Estonia, has registered with the casino while in Estonia, and indicated this information on the registration form, I fail to see the relevance of the player’s Ukrainian citizenship in this context. Given that the player is a resident of Estonia, this should indeed be the country selected on the registration form. Also, in the email that you've sent to the player, it is incorrectly stated that he is a resident of Ukraine, since he is a resident of Estonia. Furthermore, I have concerns that if the player had chosen not to submit a withdrawal request and subsequently lost all his funds, his account may not have faced closure. Only when they tried to withdraw was their account blocked. I would like to kindly ask you to reconsider your decision to close the player's account and to confiscate their winnings.