Wazamba Casino - El jugador experimenta un retraso en el retiro.

Hello, it has been over 14 days since I made a withdrawal request that I have yet to receive.

I didn't win any bonus, they told me they have many withdrawal requests in Brazil and that we will have to wait a bit longer. My account has already been verified because I've previously had trouble with a 50,000 euro win that was never paid to me.

Sincerely,

João

Olá, já se passaram mais de 14 dias desde que fiz um pedido de saque que ainda não recebi.

Não ganhei nenhum bônus, me disseram que eles têm muitos pedidos de saque no Brasil e que teremos que esperar mais um pouco. a minha conta já foi verificada porque já tive problemas com um ganho de 50.000 euros que nunca me foi pago.

Sinceramente,

João

Dear Gommgomm72000,

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

• Have you accumulated your winnings with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

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

Best regards,

Petronela

Hello Petronela, it was without an active bonus

Thank you very much, Gommgomm72000, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 Gommgomm72000,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Wazamba Casino to join the conversation and participate in the resolution of this complaint.

Dear Wazamba Casino,

Can you please provide an update on the status of the player's withdrawal request?

Best wishes,

Dominika

Casino.Guru

This casino is a scam, they have already stolen 250,000 reais from me, now even 1150 reais they don't want to pay, I sent the documents 3 times and on the chat they say to send screens but it doesn't work .

Ce casino est une arnaque, ils m'ont déjà voler 250 000 reais maintenant même 1150 reais ils ne veulent pas payer , j'ai envoyé 3 fois les document et sur le tchat on le dit d'envoyer des screen mais ça ne marche pas.





Dear Customer, 

Thank you for reaching out!

Please be informed that the account verification still has not been completed. We have requested a Proof of Address document from you. 

Therefore, we kindly ask you to upload the requested document through the Verification page of your account.

Sincerely,

Wazamba Administration

Hello, this is the 3rd time that I have sent you my duly completed rental contract. 1 Week.

Bonjour, c'est la 3 ème fois que je vous envoi mon contrat de location dûment remplie. Depuis 1 semaine.

I had also sent my rental contract, I had to have my landlord bring it back to me and it was withdrawn twice while it was being downloaded, for no reason. Now I'm being told to contact the support to whom I sent my documents and who tells me that they are not the ones handling this. Help!!!

J'avais également envoyer mon contrat de location , j'ai du faire déplacer mon propriétaire pour qu'il me le ramène et on me l'a retiré 2 fois alors qu'il était télécharger , sans raison. Maintenant on me dit de contacter le support à qui j'ai envoyé mes document et qui me répond que ce n'est pas lui qui traite cela. Help!!!

Thank you for the information, Gommgomm72000. Please follow the casino's instructions and continue to keep us updated on any developments of your verification.

Hello, but Dominika you have not read my messages, when I download, an error message tells me that I cannot. I have already sent my rental contract 3 times for which I made my landlord move more than 500 klm. The document was deleted without even having a reason. So I contacted the chat who told me to send everything to technical support, who told me that they did not take documents. It's a dead end. But I have all the screens...

Bonjour, mais Dominika vous n'avez pas lu mes messages, quand je télécharge, un message d'erreur me dit que je ne peux pas. J'ai déjà envoyer 3 fois mon contrat de location pour lequel, j'ai fait déplacer mon propriétaire de plus de 500 klm. Le document a été effacé sans même avoir de raison. J'ai donc contacter le tchat qui m'a dit de tout envoyer au support technique, qui m'ont répondu qu'ils ne prenaient pas de documents. C'est une impasse. Mais j'ai tout les screens...

Dear Wazamba Casino, could you provide the player with more detailed instructions, please?

I sent my documents again which were immediately withdrawn. So I sent them back and here is the screen.

J'ai encore envoyé mes documents qui ont étaient retirés dans la foulée. Du coup je les aient renvoyés et voici le screen.



Now I would do a screen every time, I had my owner move it on purpose so that they would give me this paper. This little game has lasted long enough.

Maintenant je ferais à chaque fois un screen , j'ai fait déplacer mon propriétaire exprès pour qu'ils me donne ce papier. Ce petit jeu à assez duré.

Hello, I still had to download twice, each time I put the document it was removed the next day. Without even telling me why. I also emailed tech support again and got no response. It's very complicated, I now just want to recover my winnings and then exclude myself from this casino where I don't understand the rating. 6 months ago I also sent this document and there were no problems apart from a payment of 250,000 reais not paid...

Bonjour , j'ai encore du télécharger 2 fois , à chaque fois que je mets le document il me le retire le lendemain.Sans même me dire pourquoi. J 'ai également envoyé à nouveau au support technique sans avoir eu de réponse. C'est très compliqué, je veux maintenant juste récupéré mes gains et ensuite m'auto exclure de ce casino auquel je ne comprends pas la note. Il y a 6 mois j'avais également envoyer ce document et il n'y avait pas eu de problèmes à part un paiement de 250 000 reais pas payer...

Hello, I sent an official document from the Brazilian government, it was refused, it's really a scandal!!!

Bonjour , j'ai envoyer un document officiel du gouvernement brésilien, il m'a été refusé , c'est vraiment un scandale !!!

This document comes from the federal revenue of Brazil

Ce document vient de la recette fédéral du Brésil

It is written that any document issued by the Brazilian state with my address would be accepted. I therefore understand that this site does not want to pay my winnings even with official documents!

Il est écrit que n'importe quel document émis par l'état Brésilien avec mon adresse serait accepté. Je comprends donc que ce site ne veux pas payer mes gains même avec des documents officiels !

The worst part of all this is that I was not given any reasons for the refusal.

Le pire dans tout ça, c'est que l'on ne me donne aucunes raisons du refus .

Dear customer, 

Please be informed that we are not declining any document issued by the Brazilian government as you claim. For the verification of your account we require you to provide us with a Utility bill or a Bank statement that is both showing your address of residence, and was issued in the last 3 months.

We are waiting for you to provide us with either one of the requested documents.

Sincerely,

Wazamba Administration

You are liars. Hello Dominika, do you have an email address, because I cannot download my Brazilian government document here. The truth will eventually be known.

Vous êtes des menteurs. Hello Dominika, avez vous une adresse email , car je ne peux pas télécharger mon document du gouvernement brésilien ici. La vérité va finir par se savoir.

I have a document from the federal revenue of Brazil that you refused me. I will send it by email to Dominika who will post it here.

J'ai un document de la recette federal du Brésil que vous m'avez refusé. Je vais l'envoyer par email à Dominika qui le postera ici.

And for your information my bank is a Brazilian online bank and you don't take them either. In fact everything is done not to pay, in Brazil now on water and electricity bills, there is a verification code to enter for security reasons. So I can only do a screen shot because I'm definitely not going to give you my code.

Et pour info ma banque est une banque en ligne brésilienne et vous ne les prenez pas non plus. En faite tout est fait pour ne pas payer, au Brésil maintenant sur les facture eau et électricité, il y à un code de vérification á entrer pour des questions de sécurité. Donc je ne peux faire qu'un screen shoot parce que je ne vais certainement pas vous donner mon code.

The casino has requested that you provide two types of documents: a Utility bill or a Bank statement. These documents must show your address of residence, and they must have been issued in the last 3 months.

"A utility bill is a monthly statement of the amount a household owes for any one (or more) of the basic services that generally keep a home operable and comfortable. Examples of utilities include electricity, water and gas. Depending on how you define utilities, you could also add sewage, trash and recycling, or even TV, internet, phone and streaming services to that list."

To comply with the casino's request, you need to submit any water, electricity, gas, or internet bill that you have received in the past 3 months. Additionally, you have the option to submit your bank statement, but it must also show your address of residence. Please be aware that if you fail to pass the verification process or are unable to submit the required documents, we will be unable to assist you and your complaint will be rejected.

No but it makes you wonder if you didn't collaborate together... I just wrote my pdf bills for electricity and water, in Brazil for security reasons we have to enter a personal code to open the page so I can only do a screen shoot but the casino doesn't allow it. For banking, I have a Brazilian online bank, they don't accept it. This is why I sent an official document from the Brazilian state as requested attached.

Non mais c'est a se demander si vous collaboré pas ensemble... Je viens d'écrire que mes factures pdf d'électricité et d'eau, au Brésil pour des questions de sécurités nous devons rentrer un code personnel pour ouvrir la page donc je peux uniquement faire un screen shoot mais le casino n'autorise pas. Pour la banque , j'ai une banque en ligne Brésilienne, il ne l'accepte pas. C'est pour cela que j'ai envoyé un documents officiel de l'état Brésilien comme demandé ci joint.

Dominika, there's no point in doing this job if you play into their game...

Dominika ce n'est pas la peine de faire ce métier si vous rentré dans leur jeu...

We are an independent mediator between casinos and players, handling each case individually.

Have you attempted to submit any other document that meets the casino's requirements without password protection?

Also, there are several online tutorials available to guide you on altering PDF security settings and removing any passwords set.

Yes, that's what I'm telling you, I sent an official document from the Brazilian government, as it says that it was possible like that. I contacted the federal revenue of Brazil who sent me this document. I also had my landlord move so that I could renew my rental contract. So I don't see how they can refuse me these two proofs, when they say that it is possible to proceed this way.

Oui c'est ce que je vous dis, j'ai envoyé un document officiel du gouvernement Brésilien,comme il est écrit que c'était possible comme ça. J'ai contacté la recette fédéral du Brésil qui m'ont transmis ce document. J'avais également fait deplacer mon propriétaire pour qui m'avait refait mon contrat de location. Donc je ne vois pas comment ils peuvent me refuser ces deux preuves, alors qu'ils disent qu'il est possible de procéder de cette façon.

The casino states that screenshots are not accepted. Please try changing the security settings of the PDF document to remove the password requirement and submit an unsecured version of the document.

But I know that the screen shoot is prohibited, the document is in normal PDF except that to download it here, I cannot send it in PDF... but of course I sent them in PDF without screen shoot.. . I will explain it to you the day before yesterday. I even asked for your email so that I can send it to you personally in pdf...

Mais je sais que le screen shoot est interdit, le document est en pdf normal sauf que pour le télécharger ici , je ne peux pas l'envoyer en pdf ... mais bien sûre que je leur ai envoyer en pdf sans sreen shoot ... je vous l'expliquer avant hier. Je vous ai même demandé votre email pour que je vous l'envoi à vous personnellement en pdf ...

The document I have in PDF... I can't download it here on the chat... that's why I took a screen but I sent it to them in PDF.. .

Le document que j'ai en pdf ... je ne peux pas le télécharger ici sur le tchat... c'est pour ça que j'ai fais un screen mais à eux, je l'ai bien envoyé en pdf ...

Please send it to this email address: dominika.l@casino.guru

Dear Wazamba Casino, is there any other way a player can submit the document so you can handle the verification individually?

Ok I will send it to you straight away. THANKS

Ok je vous l'envoi de suite. Merci

Hello, have you received my document from the Brazilian government?

Bonjour avez vous bien reçu mon document du gouvernement brésilien ?

Hello, yes, I have received the document. We are waiting for the casino to provide an alternative method to verify your account.

Ok thank you, he will have to explain to me why he tells me that this document has not been rejected when it has been 3 times that I have honestly sent them all this for 800 reais even though I have lost astronomical sums.

Ok merci il faudra qu'il m'explique pourquoi il me dit que ce document n'a pas été rejeté alors que cela fait 3 fois que je leur envoie franchement tout ça pour 800 reais alors que j'ai perdu des sommes astronomique.

Dear all,

Please be informed, that the provided document cannot be used as a proof of address. 

We would like to emphasize that there are the types of documents that we can accept:

• A photo of household Utility Bill (gas/water/electricity/internet etc.);
• A photo of a Salary Slip;
• Bank statement in pdf format - (not from a digital or direct bank); The document must not be older than 180 days.

Thank you in advance for your co-operation.

Sincerely,

Wazamba Administration

Hello, I have just sent my last payslip. So that this time there is no problem, I will also send it to your email.

Bonjour, je viens d'envoyer ma dernière fiche de paie. Pour que cette fois ci il n'y ai pas de problème, je l'envoi également sur votre email.

Thank you for the information. If you have any updates regarding your withdrawal, please let us know.

Dear Gommgomm72000,

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.

I'm giving up, I waited too long, 2 months I'm going to request my self-exclusion so I never get robbed by this site again. I also advise all players to do the same and not to rely on the casino's rating on Guru. They wanted to keep me by giving me a free bet of 100 reais. But I will not give in to thieves.

Je laisse tomber, j'ai attendu trop lontemps 2 mois je vais demander mon auto exclusion pour ne plus jamais me faire voler par ce site. Je conseil d'ailleurs a tout les joueurs d'en faire de même et ne surtout pas se fier à la note du casino sur Guru. Ils ont voulu me garder en me donnant un free bet de 100 reais. Mais je ne céderai pas à des voleurs.

Dear Gommgomm72000, do you have any updates regarding the verification process, please?

Dear Gommgomm72000,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.