Wazamba Casino - El retiro del jugador ha sido cancelado.

Hello,

I requested a payout of 500 euros from Wazamba, my payout was canceled via bank transfer and my 500 euros plus around 25 euros that I still had in my player account disappeared. Support doesn't respond to my request.

I have already had my winnings paid out from Wazamba to the specified bank account and I have already successfully completed the verification process.

Thank you in advance for your efforts.

Best regards

S. B*****

Hallo,

ich habe bei Wazamba 500,- Euro Auszahlung angefordert, per Bank Überweisung meine Auszahlung wurde stoniert und meine 500,- Euro plus ca. 25,- Euro die ich noch auf meinen Spielerkonto hatte sind Verschwunden. Der Support antwortet auf meine Anfrage nicht.

Mir wurde schon gewinne von Wazamba auf das angegebene Bankkonto ausgezahlt und ich habe die Verifizierung schon einmal erfolgreich durchlaufen.

Vielen dank im Voraus für Ihre Bemühungen.

Mit freundlichen Grüßen

S. B******

Dear Fried666,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if you have accumulated your winnings with or without an active bonus?
• If you have redeemed any promotional offer, when depositing, please forward its name or specific link as I’d like to check promotional terms and conditions.
• If there’s any relevant communication, please forward it to my email address petronela.k@casino.guru.

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,

Thank you for your answer, I deposited money and received 30 euros from Bonus Crab. https://wazamba-casino.com/de/machine/cash-crab

Best regards

SB*****

Hallo,

danke für ihre Antwort, Ich habe Geld Eingezahlt und bei Bonus Crab 30,- Euro bekommen. https://wazamba-casino.com/de/machine/cash-crab

Mit freundlichen Grüßen

S.B******

Is there any relevant communication between you and the casino that would help us to better understand the issue?

I asked Live Support why my payout was canceled. After about 10 minutes I got the answer that I had to contact support by email because only they had access to the finance department. I then wrote an email to support with my concerns, but to this day I have not received an answer.

Ich habe mich im Live Support Gefragt warum meine Auszahlung Stoniert wurde nach ca. 10 Minuten bekam ich die Antwort ich müsse mich per email an den Support wenden da nur er zugriff auf die Finanzabteilung hätte. Ich schrieb dann eine email an den Support mit meinen Anliegen doch habe ich bis zum heutigen Tag keine Antwort bekommen.

Thank you very much, Fried666, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, Fried666!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you for your efforts.

Best regards

Vielen dank für ihre Bemühungen.

Beste Grüße

Dear Pavel,

Thank you for contacting us.

Please be informed that we sent an email to pavel.k@casino.guru. Looking forward to your reply.

Best regards,

Customer Support

Halo

Have you been able to achieve something since I haven't heard from you for several days?

Best regards

Halo

haben sie schon etwas erreichen können da ich schon mehrere tage nichts von ihnen gehört habe?

Beste Grüße

Hello, Fried666, I thank you for your patience. We are still trying to find a suitable solution together with the casino.

Dear Pavel,

We have replied to your email and we are looking forward to your response.

Thank you for understanding!

Best regards,

Customer Support

Hello, Fried666! We have investigated the issue thoroughly and as the result you should have received 150 EUR to your casino account as of now. Of course, I owe you an explanation: disputed funds had derived from playing with the certain deposit bonus (Bonus Crab), which has maximum allowed cashout 5x the initial bonus amount. You can find terms about it here: https://wazamba.com/en/rules: "1.     21. Annex 4. Bonus Crab

Bonuses:

<..>

- The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR bonus will be 50 EUR.  "

The initial problem was that the casino had not capped your winnings upon the transfer from the bonus money account to the real money account, therefore, you had been allowed to play with funds that should had been capped. Given that the intricacy of the situation, we have decided that the fair solution would be granting you with the maximum allowed sum, you could receive from the bonus - 150 EUR (5 times 30 EUR - the initial bonus amount). Casino team has agreed with our verdict and has informed us that 150 EUR had been credited to your casino account.

Please, let us know if you will withdraw funds in question and I will hold the complaint open until you receive them. Otherwise, I will close your complaint as resolved. If you will have any more questions - do not hesitate to reach out here or to my e-mail: pavel.k@casino.guru.

Thank you,

and Merry Christmas

Pavel K

Casino Guru Team

Dear Fried666,

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.