Wazamba Casino - El bono del jugador está bloqueado.

Hello Casino Guru team,

I created an account at Wazamba and lost my first deposit. I then activated the 100% sports welcome bonus and converted it to 99%, but now I can no longer place any bets. I have already written to the live chat and email support but did not get a direct answer.

I would ask you to take a look and tell me what I can do, because my active bonus expires on 09/06/2023.

In other words, I can't use my bonus right now because the error message "Insufficient credit" appears as soon as I want to place a sports bet.

The screenshots are in the attachment.

Best regards

Benjamin B****

Guten Tag Casino Guru Team,

ich habe einen Account bei Wazamba erstellt und meine erste Einzahlung verloren. Daraufhin habe ich den 100% Sport Willkommensbonus aktiviert und diesen zu 99% umgesetzt aber nun kann ich keine Wette mehr platzieren. Ich habe bereits den Live Chat als auch den Email Support angeschrieben aber keine direkt Antwort bekommen.

Ich bitte Sie drum sich das einmal anzusehen und mir zu sagen was ich tun kann, denn mein aktiver Bonus läuft am 06.09.2023 ab.

Sprich ich kann gerade nicht meinen Bonus umsetzen weil die Fehlermeldung "Kein ausreichendes Guthaben" bei mir erscheint sobald ich eine Sportwette platzieren möchte.

Die Screenshots befinden sich im Anhang.

Mit freundlichen Grüßen

Benjamin B****

Dear benjyAL,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to a stuck bonus, we will try to help you.

Could you please advise if you activated any similar bonuses from this casino in the past? Are there any pending bets at the moment?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I have sent a message to the above email.

Ich habe eine Nachricht an die oben genannte Email gesendet.

Player's additional comments:

Hello Casino Guru team,

related to your question:

Could you please let us know if you have activated similar bonuses from this casino in the past? Are there currently open bets?

------------------------------------------------------

I have not previously activated any bonuses from this casino and currently there are no open bets.

Best regards

Benjamin B****

Player's additional comments:

Guten Tag Casino Guru Team,

bezogen auf Ihre Frage:

Könnten Sie uns bitte mitteilen, ob Sie in der Vergangenheit ähnliche Boni von diesem Casino aktiviert haben? Gibt es derzeit offene Wetten?

-----------------------------------------

Ich habe bisher sonst keine Bonis von diesem Casino aktiviert und derzeit gibt es keine offenen Wetten.

Mit freundlichen Grüßen

Benjamin B****

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

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Wazamba Casino to join the conversation.

Dear Wazamba Casino,

Can you please provide more information on why is the player unable to finish the bonus wagering?

Thank you.

Vielen Dank.

Dear Customer,

Thank you for reaching out to us.

We would like to inform you that the bonus was stuck on a wager of 99% due to technical updates and we sincerely apologize for the inconveniences that have caused.

Please be informed that the wager was completed when the bonus reached the amount 2229.06 EUR. Therefore, to resolve the issue, we have canceled the bonus and added this amount to your balance.

Kindly be informed that you can withdraw this amount by contacting us or via live chat.

With this, we assume the case to be resolved. We appreciate your understanding in this matter.

Best Regards,

Wazamba

Hello Casino Guru Team,

Hello Wazamba Casino team,

I wanted to request a payout in my profile but an error message came up saying "I would have to wager my stake again." Unfortunately, the live chat wasn't helpful, it just said I should just pay out in my profile.

I have just written an email to request a manual payout from you.

I would ask you to edit these.

Best regards

Benjamin B****

Guten Tag Casino Guru Team,

Guten Tag Wazamba Casino Team,

ich wollte im Profil eine Auszahlung anfordern aber da kam eine Fehlermeldung mit "ich müsste noch einmal meinen Einsatzbetrag umsetzen" Der Live Chat war leider nicht hilfreich, der sagte nur ich soll einfach im Profil auszahlen.

Ich habe nun eben eine Email geschrieben um eine manuelle Auszahlung bei Ihnen anzufordern.

Ich würde Sie bitten diese zu bearbeiten.

Mit freundlichen Grüßen

Benjamin B****

Dear Customer,

Thank you for providing us with your concern.

We have looked upon your case with the relevant department and we want to inform that your account has to pass verification before the withdrawal can be made.

We have requested documents which you can upload directly by logging in to your gaming account.

Please note that the verification will be carried out with priority once we receive all the documents.

Thank you for your understanding in this matter.

Best Regards,

Wazamba

Dear benjyAL,

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.

Hello Casino Guru Team,

Hello Wazamba Casino team,

OK no problem, I'm on vacation at the moment but as soon as I get home I'll do this.

Do you have a time limit for verification in general?

Best regards

Benjamin B****

Guten Tag Casino Guru Team,

Guten Tag Wazamba Casino Team,

okey kein problem, ich befinde mich momentan im Urlaub aber sobald ich zuhause bin werde ich dies tun.

Gibt es denn ein Zeit Limit für die Verifikation im Allgemeinen bei Ihnen?

Mit freundlichen Grüßen

Benjamin B****

Dear benjyAL,

Wazamba Casino has this mentioned in its T&Cs

But, the sooner you provide all the necessary documents, to sooner the verification process finishes, and of course, the sooner your withdrawal will be processed.

Dear benjyAL,

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.

Hello Casino Guru Team,

Hello Wazamba Casino Team,

please excuse the late reply. I'm still on vacation and will probably be back in a week to a maximum of 10 days and could then carry out my verification immediately.

I therefore ask Wazamba to give me this time so that I can submit my verification or send the documents as soon as I return from my vacation with my family.

Thank you for your understanding

Best regards

Benjamin B****

Guten Tag Casino Guru Team,

Guten Tag Wazamba Casino Team,

entschuldigen Sie bitte für die verspätete Antwort. Ich bin immer noch im Urlaub und voraussichtlich in einer Woche bis maximal in 10 Tagen zurück und könnte dann meinen verify sofort durchführen.

Ich bitte deswegen Wazamba mir diese Zeit noch einzuräumen damit ich meinen verify direkt sobald ich aus meinem Urlaub mit meiner Familie zurück bin, einzureichen bzw die Dokumente zu senden.

Vielen Dank für Ihre Verständnis

Mit freundlichen Grüßen

Benjamin B****

Dear Customer,

Thank you for contacting us.

Unfortunately, we have maximum time limit of 30 days as per our following terms and conditions:

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

Therefore, we kindly request you to provide the documents as soon as possible.

We sincerely appreciate your cooperation on this matter.

Best wishes,

Wazamba

Dear benjyAL,

I understand the timing is not the best, but I must draw your attention to the fact that it is the player's responsibility to provide all the necessary documents and information within 30 (thirty) days after the request is made. The casino has it clearly mentioned in its rules, therefore, we kindly request that you provide the documents as soon as possible.

If you don't manage to provide all the necessary documents and information within the set timeframe, I'm afraid it will be very difficult (maybe even impossible) for us to convince the casino to process your withdrawal.

I strongly advise you to please provide the documents as soon as possible.

Dear benjyAL,

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.

Hello Casino Guru Team,

Hello Wazamba Casino Team,

Please excuse the delay, I'm slowly on the way back from vacation and will probably make it home by this Friday.

Thank you for your understanding

Best regards

Benjamin B****

Guten Tag Casino Guru Team,

Guten Tag Wazamba Casino Team,

entschuldigen Sie bitte für die Verspätung, ich bin langsam auf dem Rückweg vom Urlaub und werde es vermutlich ab diesen Freitag schaffen zuhause zu sein.

Vielen Dank für Ihre Verständnis

Mit freundlichen Grüßen

Benjamin B****

Dear Customer,

Thank you for reaching out to us.

We would like to inform you that the maximum limit for document submission has been reached. It's important to note that any further delay in providing the required documents may lead to the permanent closure of your account, in accordance with the terms and conditions outlined below:

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

Your prompt attention to this matter is highly appreciated.

Best Regards,

Wazamba

Dear Customer,

We are reaching out to remind you about the pending submission of necessary documents for your account verification. Despite extending a grace period of over 30 days, we have not received the required documentation.

Regrettably, your account will be permanently closed by our relevant department, and any associated winnings will be confiscated in accordance with our terms and conditions.

Your prompt attention to this matter is highly appreciated. Thank you for understanding!

Best Regards,

Wazamba

Hello Casino Guru Team,

Hello Wazamba Casino team,

Please apologize again for the delay.

I can of course upload my documents and can do so directly tomorrow.

I would ask you to give me until tomorrow so that I can upload the invoice that I need as address verification.

I have everything else with me, i.e. ID, etc.

Thank you for your understanding

Best regards

Benjamin B****

Guten Tag Casino Guru Team,

Guten Tag Wazamba Casino Team,

entschuldigen Sie bitte für die Verspätung erneut.

Ich kann meine Dokumente selbstverständlich hochladen und kann dies auch morgen direkt tun.

Ich würde Sie bitte mir noch meine Frist bis morgen zu geben, damit ich die Rechnung was ich als Adressverifikation benötige, hochladen kann.

Alles andere habe ich ja bei mir, also Ausweis etc.

Vielen Dank für Ihre Verständnis

Mit freundlichen Grüßen

Benjamin B****

Dear benjyAL,

Do I understand correctly that you will be able to provide all the necessary documents to the casino team on Wednesday, October 18, 2023, at the earliest?

In addition to that, we have a very similar case to yours here (https://casino.guru/wazamba-casino-player-s-account-has-been-closed-unexpectedly) where the player is also not able to provide the necessary documents to the casino team. Do you know this person?

Hello Casino Guru Team,

Hello Wazamba Casino team,

Maybe I can do it today but I can't say 100% yet.

But I'll get it done by tomorrow.

No, I don't know the other player but I also have no contact with other players and gamblers.

I'm not an extreme player like many others in this area who do it every day...

Best regards

Benjamin B****

Guten Tag Casino Guru Team,

Guten Tag Wazamba Casino Team,

vielleicht schaffe ich es heute schon aber kann ich noch nicht 100%ig sagen.

Bis morgen bekomme ich es aber hin.

Nein ich kenne den anderen Spieler nicht aber ich habe auch keinen Kontakt mit anderen Spielern und Zockern.

Ich bin ja auch kein Extremspieler wie so manch andere in diesem Bereich, die da täglich dran sitzen...

Mit freundlichen Grüßen

Benjamin B****

Dear benjyAL,

Please provide all the necessary documents to the casino team as soon as you can, hopefully, the casino team will still be so kind as to verify them despite the 30-day period having expired in the meantime.

Good day,

I have already uploaded my documents, i.e. everything except my transaction history (cryptowallet transaction)

To be honest, I don't really understand what the casino wants.

Can you help me with this please?

Best regards

Benjamin

Guten Tag,

ich habe meine Dokumente bereits hochgeladen also alles ausser meinen Transaktionsverlauf (cryptowallet transaction)

Da verstehe ich ehrlich gesagt nicht richtig was das Casino haben möchte.

Können Sie mir da weiterhelfen bitte?

Liebe Grüße

Benjamin

Dear benjyAL,

As part of the Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures, the casino may request you to provide transaction history from all payment methods you used for deposits or withdrawals in the casino. This is a common practice in the gaming industry, and I would like to suggest that you share this information with the casino team to facilitate the processing of your withdrawal.

Good day,

Sure, I understand. I have now uploaded it. All documents have now been submitted and I am now waiting for verification.

Best regards

Benjamin

Guten Tag,

klar verstehe ich. Ich habe Sie nun hochgeladen. Damit sind alle Dokumente eingereicht und ich warte nun auf die Verifizierung.

Liebe Grüße

Benjamin

Dear benjyAL,

The document verification can last a couple of days, so please be patient. The casino team will reach out to you via email to provide updates on the outcome or any supplementary information.

I'm hopeful that everything will proceed smoothly, and that your withdrawal will be processed according to the standard procedure.

Dear Customer,

Thank you for cooperating with us.

We kindly request you to provide us with your transaction history of July 2023 from your Crypto wallet.

Best regards,

Wazamba

Good day,

So in the profile, my documents and transaction history were titled "Accepted".

I also don't have a button to upload additional documents.

Best regards

Benjamin

Guten Tag,

also im Profil wurden meine Dokumente als auch Transaktionsverlauf als "Akzeptiert" betitelt.

Ich habe auch kein Button um weitere Dokumente hochzuladen.

Liebe Grüße

Benjamin

Dear Customer,

Kindly send us the transaction history via email at support@Wazamba.com

Please make sure to send them without any modification.

Best Regards,

Wazamba

Hello Wazamba,

I have already sent you an email.

Let me know if anything else is needed.

Best regards

Benjamin

Hallo Wazamba,

ich habe bereits eine Email an Sie gesendet.

Lassen Sie mich wissen sofern noch etwas benötigt wird.

Liebe Grüße

Benjamin

Dear Customer,

Thank you for providing us the document. 

We kindly ask you to email us with your Crypto details such as Crypto type and address in order to payout your balance. 

We appreciate your cooperation in this matter! 

Best Regards,

Wazamba

Hi Wazamba,

The email is out, I have attached my address and the crypto art.

Thank you for your help and I will provide feedback immediately if I receive it.

Best regards

Benjamin

Hi Wazamba,

die Email ist raus, ich habe meine Adresse sowie die Crypto Art beigefügt.

Ich danke Ihnen für Ihre Hilfe und ich werde sofern ich es erhalten habe, sofort eine Rückmeldung geben.

Liebe Grüße

Benjamin

Hello Casino Guru Team,

Hello Wazamba Casino Team,

I just wanted to log into my account but it says my account with you has been closed??

At Wazamba my account balance is almost 2500 euros and at Nomini it is almost 500 euros.

I just see that I received a payout of 700 euros , that's great, but could you please pay out all of my money and not just 700 euros out of almost 3000 euros??

I ask you for an answer.

Best regards

Benjamin

Guten Tag Casino Guru Team,

Guten Tag Wazamba Casino Team,

ich wollte mich gerade in mein Konto einloggen aber es steht da mein Konto bei Ihnen wurde geschlossen??

Bei Wazamba ist mein Kontostand knapp 2500 Euro und bei Nomini sind es knapp 500 Euro.

Ich sehe gerade dass ich ich eine Auszahlung von 700 Euro erhalten habe, das ist super aber könnten Sie bitte mein gesamtes Geld auszahlen und nicht nur 700 Euro von knapp 3000 Euro ??

Ich bitte Sie um eine Antwort.

Liebe Grüße

Benjamin

Dear Customer,

Thank you for contacting us.

We would like to inform that we only deal with complaints raised at Wazamba Casino.

Rest assured, your balance at our casino is being paid out as per your current VIP level.

Moreover, your account will remain closed as per our following terms and conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Thank you for understanding!

Best Regards,

Wazamba

Dear Customer,

We would like to inform that your total balance has been successfully paid.

With this, we assume the case to be resolved.

Best Regards,

Wazamba

Hello Casino Guru Team,

Hello Wazamba Casino team,

I received a transaction 3 times:

• October 28, 2023 > €700
• October 29, 2023 > €700
• October 30, 2023 > €810

However, as already mentioned in the complaint, I have an account balance at Wazamba of almost €2,500.

At Nomini my account balance was just under €500, so a total of €3000.

I have already received just under €2210, so I am still missing almost €800.

I ask Wazamba to upload a screenshot of both pages of my profile so that you can see my account balance and understand that I am correct.

Best regards

Benjamin

Guten Tag Casino Guru Team,

Guten Tag Wazamba Casino Team,

ich habe 3x eine Transaktion erhalten:

• 28.10.2023 > 700€
• 29.10.2023 > 700€
• 30.10.2023 > 810€

Ich habe aber bei Wazamba einen Kontostand wie bereits in der Beschwerde erwähnt von knapp 2500€.

Bei Nomini war mein Kontostand knapp 500€, also zusammengerechnet 3000€.

Ich habe bereits aber nur knapp 2210€ erhalten, also fehlen noch knapp 800€.

Ich bitte Wazamba einen Screenshot von beiden Seiten meines Profils hochzuladen, damit Sie meinen Kontostand sehen können und nachvollziehen können, dass ich damit richtig liege.

Liebe Grüße

Benjamin

Dear Customer,

We would like to inform you that we have shared the evidence of your account balance to Michal (Casinoguru representative). Unfortunately, due to our policies we cannot share the account information in the forum.

We want to emphasize that your total balance was 2229 EUR and this amount has been paid successfully.

Moreover, we want to inform that we at Wazamba deal with our own complaints. Regarding your balance with the other casino, we kindly advise you to contact them directly.

Thank you for understanding!

---------------------------------

Dear Michal,

We have sent you an email with the evidence of the customer's account. Please let us know in case you need more information.

Best Regards,

Wazamba

Hello Wazamba Casino Team,

Thank you very much for the quick processing and response. But I just have one question.

Wazamba and Nomini aren't on the same network because I also uploaded all the documents to Nomini and it said account verified but I can't log in either.

But as already mentioned, there are still 500 euros of my money.

I would be thankfull for an answer.

Best regards

Benjamin

Guten Tag Wazamba Casino Team,

vielen Dank für die schnelle Bearbeitung und Antwort. Ich hätte lediglich aber eine Frage.

Ist Wazamba und Nomini nicht dass selbe Netzwerk, weil ich habe bei Nomini ebenfalls alle Dokumente hochgeladen und da stand auch Konto verifziert aber ich kann mich ebenfalls nicht einloggen.

Aber wie bereits erwähnt sind da noch 500 Euro von meinem Geld.

Über eine Antwort wäre ich sehr dankbar.

Liebe Grüße

Benjamin

Dear Customer,

We are the representatives of Wazamba and unfortunately we cannot help with any questions related to other casinos. Therefore, we kindly request you to contact them directly.

We trust this clarifies your question. Thank you for understanding!

Best Wishes,

Wazamba

Thank you all for your response, I'm glad the issue has been resolved.

Dear benjyAL,

I'm happy that you have received all your winnings, as the Wazamba team mentioned your balance was €2229 and this has been paid out to you, so I consider this complaint as resolved.

For your issue with Nomini casino, this has to be sorted with the Nomini team, so even if Wazamba and Nomini are in the same casino group there are separate support teams for each casino, hope you understand.

Do you need any further assistance with Wazamba Casino? Can we close this complaint as resolved?

Yes everything is great, not yet with Nomini but with Wazamba it is.

Thank you.

Ja alles super, bei Nomini zwar noch nicht aber mit Wazamba schon ja.

vielen Dank.

Thank you for the confirmation, benjyAL.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru