Wazamba Casino - El jugador enfrenta un retraso prolongado en el retiro debido a problemas de verificación.

I've been trying to make a withdrawal from the casino for over a month. Initially, I was told that I needed to verify my account, but the website indicated that it was not necessary. After five days, I was given the option to upload my identification, financial movement, and residence documents. However, when I tried to upload the residence document, I encountered an error. I contacted them and they advised me to change my computer or clear the cache. I did everything they asked, but after five more days they requested that I send the documents via email. It has been 20 days since I sent all my documents, both through the website and by email, but I have not received any responses. I have contacted them every day and they keep telling me to wait, but they have not provided an approximate duration for this. I cannot verify my account nor can I make any withdrawals. I am unsure how much longer this process will take.

I would really appreciate your help 🙏

Llevo mas de un mes intentando hacer un retiro del casino, en primero me dijeron que tenía que verificar la cuenta pero en la página me salia que no era necesario, despues de 5 días me habilitan para subir los documentos de identidad, movimiento financiera y domicilio pero en la opción de domicilio para subir el documento me daba error me comunique con ellos y me decían que cambie de computadora o limpie el cache, hice todo lo que me pedían pero después de 5 dias mas me dicen que envie el documento por correo, ya pasaron 20 dias que envie todos los documentos tanto por la página y por correo pero no hay ninguna respuesta me comunique con ellos todos los dias pero me dicen que tengo que esperar, pero no me dan un tiempo aproximado. no puedo verificar la cuenta ni tampoco puedo realizar ningún retiro no se por que cuanto tiempo mas tengo que esperar.

Agradecería tu apoyo 🙏

Dear AMY_TORRES1,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Are you in direct communication with the casino?
• Were your winnings accumulated with or without an active bonus?

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

Best regards,

Petronela

Hello, I understand that the account must be verified, I have no problems presenting the documents that they ask me to verify, but when I want to enter the address verification document, which is the service receipt, when I try to enter the option it throws me out error (attached image of the error message that I get), and I contacted them but after a week they told me to send that document by mail, but after that they did not give me a clear answer, they only told me that I had to wait , as for the questions.

1.I have not received any response as to whether the documents I submitted have any problems.

2. I write to them every day via chat but the answer is that you have to wait but they don't give me an estimated time and they don't tell me if there are problems with the documents, they don't tell me anything other than to wait.

3. The winnings were accumulated with the first deposit bonus.

And thank you for your support, I hope a solution can be found through this medium since I do not have any answer or solution directly with them.

Buenas, yo entiendo que la cuenta debe ser verificada yo no tengo problemas para presentar los documentos que ellos me pidan para verificar, pero cuando quiero ingresar el documento de verificación de domicilio que es el recibo de servicio al intentar ingresar a la opción esta me bota error (adjunto imagen del mensaje de error que me sale), y me comunicado con ellos pero después de una semana me dicen que envie ese documento por correo, pero después de eso no me dan una respuesta clara solo me dicen que se tiene que esperar, en cuanto a las preguntas.

1.No e recibido ninguna respuesta de si los documentos que presente tienen algún problema.

2. Les escribo todo los dias por el chat pero la respuesta es que se tiene que esperar pero no me dan tiempo estimado y tampoco me dicen si hay problemas con los documentos no me dicen nada mas que espere.

3. Las ganancias si fueron acumuladas con el bono de primer depósito.

Y gracias por su apoyo, espero se pueda encontrar una solución por este medio ya que directamente con ellos no tengo ninguna respuesta ni solución.

Thank you very much, AMY_TORRES1, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi AMY_TORRES1,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Wazamba Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please confirm that you have received the document sent by the player via email?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Customer,

Thank you for contacting us.

We would like to inform you that we received the document that you sent us via email and informed you about the rest of document we are expecting from you in order to proceed with verification (you can send them as a reply to the email). Looking forward to your reply.

Best regards,

Wazamba.com

Good night

The documents that were requested have already been sent both by mail and by the casino website pending approval or if there are any missing documents for verification.

Buenas noches

Ya los documentos que fueron solicitados han sido enviados tanto por correo como por la pagina del casino a la espera de la aprobación o si hay algun documentos faltantes para la verificación

Dear Customer,

Thank you for providing the documents.

We would like to inform you that your account on Wazamba was verified on 31.01.2024.

Best regards,

Wazamba.com

Hello good

If I already saw that the account was verified, now I just hope that my withdrawal is processed successfully and is not returned to the account like the last time I tried to make a withdrawal.

Buenas

Si ya vi que fue verificada la cuenta, ahora solo esperar que mi retiro sea procesada con exito y no sea retornada a la cuenta como la última vez que intente realizar retiro.

Thank you for the updates, Wazamba Casino.

Dear AMY_TORRES1, please let us know if your withdrawal request will be successful this time. We'll keep your complaint open until you confirm you have received the payment.

Good afternoon

First, thanks to Casino Guru for the support, the withdrawal has already been credited to my account.

Thank you for your support to Miss Natalia because without her support I would not have achieved verification and withdrawal.

Thank you.

Buenas tardes

Primero gracias a casino guru por el apoyo ya se me abono a mi cuenta el retiro.

Gracias por el apoyo a la srta Natalia por que sin su soporte no hubiera conseguido la verificación y el retiro.

Gracias.

Dear AMY_TORRES1,

I'm glad to hear that you finally received your money and the issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru