Wazamba Casino - El jugador afirma que el pago se ha retrasado.

Hello, about 4 weeks ago I requested a withdrawal from the casino. After waiting for 2 weeks and receiving nothing, I contacted support. They said I needed to "send more data to the casino." This was very strange because my account is already 100% KYC approved and I've already received a withdrawal before. Then, the support randomly decided they no longer needed any documents.

After that, the support told me to try again, so I canceled the withdrawal and tried again. More than 1 week later, here we are, and still nothing.

I didn't use any bonus and my KYC is approved (see attachment).

I hope that I finally receive my withdrawal now.

Hallo, ich habe vor ungefähr 4 Wochen eine Auszahlung angefragt von Casino. Nachdem ich nach 2 Wochen warten nichts erhalten habe, habe ich den support angeschrieben. Dieser meinte ich müsse "weitere Daten an das Casino senden". Sehr komisch weil mein Account bereits 100% KYC approved ist und ich auch schon einmal eine Auszahlung erhalten habe. Dazu kommt, dass der support dann aufeinmal doch keine Dokumente mehr brauchte.

Dannach meinte der Support ich solle es nochmal versuchen also habe ich die Auszahlung storniert und erneut versucht. Mehr als 1 Woche später stehen wir hier und immernoch nix.

Ich habe keinen Bonus verwendet und KYC approved (siehe Anhang)

Ich hoffe, dass ich meine Auszahlung jetzt endlich bekomme.

Dear karlzimmermann975,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

As I said, I am ALREADY KYC VERIFIED and have already received a payout!!!

And I have already waited 2 weeks without receiving the payout. I just requested the payout again after 2 weeks.

Wie gesagt ich bin BEREITS KYC VERIFIED und habe schon eine Auszahlung erhalten!!!

Und ich habe schon 2 Wochen gewartet ohne die Auszahlung zu bekommen. Ich habe nur die Auszahlung neu angefragt nach 2 Wochen.

Hi,

It's now officially 14 days over and guess what?

I didn't get the payout 🙂

Hi,

es sind jetzt offizell 14 Tage vorbei und guess what?

Ich habe die Auszahlung nicht bekommen 🙂

Thank you karlzimmermann975 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you karlzimmermann975 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wazamba Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Update: The casino has requested to send "proof of ownership of the e-wallet".

However, they want to see that I have 3 different FunID wallets. However, these are NOT all mine. I ONLY have 1 FUNID wallet. The others are the accounts of my friends who have deposited into my account (these friends do NOT have a Wazamba account, only FunID).

I uploaded a screenshot:

As usual, Wazamba support does not answer the question of what I should do now, so here is the question to Wazamba directly:

What should I do?

Update: Das Casino hat angefragt einen "Nachweis des Besitz des E-Wallets" zu senden.

Jedoch wollen sie sehen, dass mir 3 verschiedene FunID wallets gehöhren. Diese sind jedoch NICHT alle meine. Ich habe NUR 1 FUNID wallet. Das andere sind die Accounts von meinen Freunden, welche auf mein Account eingezahlt haben (Diese Freunde besitzen KEIN Wazamba account, nur FunID).

Ich habe ein Screenshot hochgeladen:

Der Wazamba support antwortet wie gewohnt nicht auf die Frage was ich jetzt machen soll, daher hier die Frage an Wazamba direkt:

Was soll ich tun?

Dear karlzimmermann975,

We would like to inform you that we are looking into your request.

We would kindly request to provide us the FUN ID of the requested wallets in order to complete the verification, and afterwards the withdrawal, as soon as possible.

Thank you in advance.

Kind Regards,

Wazamba Casino Team

Hello,

As already explained in the email (to which you, as always, do not reply), I only own the FUN-ID account , which I uploaded during verification. But this was rejected. I only have ONE FUN-ID account. The other belongs to my FRIEND, who does NOT have a Wazamba account and only deposited for me using this account.

Please tell me what I should do now. I already have the FUN-ID account to uploaded. Please check again.

Hallo,

wie bereits in der email erläutert (auf die sie wie immer nicht antworten) gehöhrt mir nur das FUN-ID account karlzimmermann975@gmail.com, welches ich in der Verifizierung hochgeladen habe. Dies wurde aber abgelehnt. Ich habe nur EINEN FUN-ID account. Der andere gehört meinem FREUND, welcher KEIN Wazamba account besitzt und nur fpr mich eingezahlt hat über diesen Account.

Bitte sagen sie mir jetzt was ich machen soll. Ich habe bereits den FUN-ID account zu karlzimmermann975@gmail.com hochgeladen. Bitte prüfen sie dies erneut.

Quick update: The email support is really awful.

They reply to my email every 5 days and always the same thing.

And they always write that I have "proof of account ownership" from K should upload twice? What's the point of that?

And they always want me to upload my friend's account, but I don't think they understand that it is obviously his data. What do they want to check? He doesn't have a Wazamba account and therefore paid into my account.

Kurzes update: Der Email support ist wirklich grauenvoll.

Die antworten alle 5 Tage auf meine Email und immer das gleiche.

Und sie schreiben immer, dass ich "proof of account ownership" von Karlzimmermann975@gmail.com 2 mal hochladen soll? Was soll das denn?

Und sie wollen immer, dass ich auch den Account von meinem Freund hochlade aber ich glaube die verstehen nicht, dass diese ja logischerweise mit seinen Daten ist. Was wollen die da denn prüfen? Er hat ja kein Wazamba Konto und hat daher zu mir eingezahlt.

Thanks to the both parties for the update.

Dear Wazamba Casino representative, were the wallets used to fund the casino account, or are these only requested due to them supplying the player's account? I understand your concern but I believe the player has the right to exchange funds with their friends and family if the other owners of the wallets do not have an account on your casino. I hope we can come to a compromise here. Thank you in advance for your reconsideration!

Hello All,

We would want to inform that we have replied to peter.c@casino.guru.

Waiting for an update.

Best wishes,

Wazamba Team.

Thank you for the update Wazamba Casino representative, I have responded to your email and am awaiting your reply. Thank you in advance!

Dear karlzimmermann975, I will keep you informed about any new developments. Thank you for your patience during this time!