Wazamba Casino - El retiro del jugador se retrasa debido a problemas con la documentación.

Dear Casino Guru Team,

I am reaching out to you because the issue with Wazamba Casino is not progressing.

For months, I have been trying to withdraw my winnings of €3973, or more accurately, desperately trying to upload documents that the casino keeps requesting from me. (I won with real money and played Coins from Hacksaw)

I upload the documents, and each time they are rejected, and I am asked again to upload specific documents. After such a long time, I have given up hope that we can reach a conclusion.

Since I moved into a new apartment on July 29, 2024, I have consistently sent the casino two documents for clarity. One with the old address and one with the new address, and I even sent them a tenancy confirmation that verifies the move and the new address.

I believe the documents are simply not being reviewed correctly and rejected because the addresses do not match the registered address at the casino. However, there might be another problem, as I have consistently sent them screenshots of the address with which I am registered at the casino.

I am at a loss here because the casino has not clearly communicated what exactly they need from me.

At this point, I hope you can assist me in resolving this inconvenience with Wazamba Casino.

Thank you in advance for your assistance.

Best regards,

Ninosch

Sehr geehrtes Casino Guru Team,

ich muss mich nun doch an Euch wenden, da es mit dem Wazamba Casino einfach nicht weiter geht.

Seit Monaten versuche ich nun schon meinen Gewinn von 3973€ auszahlen zu lassen, oder besser gesagt, verzweifelt meine Dokumente hochzuladen, welche das Casino immer wieder von mir anfordert. (Ich habe mit Echtgeld gewonnen und Coins von Hacksaw gespielt)

Ich lade Dokumente hoch und jedes Mal werden diese dann wieder abgelehnt und ich werde neu aufgefordert gewisse Dokumente hochzuladen. Nach so langer Zeit, habe ich es allerdings nun aufgegeben, dass wir noch zu einem Endergebnis kommen.

Da ich am 29.07.24 in eine neue Wohnung umgezogen bin, habe ich dem Casino zum Verständnis auch immer zwei Dokumente zukommen lassen. Einmal mit der alten und einmal mit der neuen Adresse und ich habe ihnen sogar eine Wohngeberbestätigung zugeschickt, die meine neue Adresse und einen Umzug ebenfalls nochmal bestätigt.

Ich glaube das die Dokumente einfach nicht richtig eingesehen und abgelehnt wurden, da die Adressen nicht mit der registrierten Adresse im Casino übereinstimmen. Es kann aber auch an einem anderen Problem liegen, denn sie haben von mir ja dennoch immer auch die Screenshots mit der Adresse zugeschickt bekommen, mit der ich auch im Casino registriert bin.

Ich komme an dieser Stelle nicht mehr weiter, da das Casino sich einfach bisher nicht klar genug ausdrücken konnte, was sie denn nun genau von mir haben wollen.

An dieser Stelle, hoffe ich, dass Sie mir in dieser Angelegenheit weiterhelfen können, diese Unannehmlichkeit mit dem Wazamba Casino zu beheben.

Für Ihre Mithilfe bedanke ich mich bereits im Voraus.

Freundliche Grüße

Ninosch

Dear Ninosch,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're facing. To better understand your situation, I’d like to ask you a few clarifying questions:

• Could you please specify the address you provided in your casino profile during registration? Do you have any official documents, such as utility bills or bank statements, that confirm you lived at this address at the time of registration and would be acceptable as proof of address for the casino?
• When did you inform the casino of your change in residential address? Is your current address updated in your casino profile or reflected on any of your identity documents?
• Have you already contacted the casino's customer support team directly to explain your living situation and address the issue?

I hope we can work together to resolve this matter as quickly as possible. Thank you for your cooperation, and I look forward to your reply.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Who can see my addresses? Only you, or everyone who uses this platform? I would like to know that in advance.

Wer kann meine Adressen einsehen? Nur Sie, oder jeder, der diese Plattform benutzt? Das würde ich doch gerne vorher wissen.

You do not need to provide me with the exact names or details of your addresses. Instead, please describe them generally—for example, whether one is your permanent residence and the other is your current place of living. Additionally, explaining how you live at each address (e.g., whether you moved recently or spend time at both) would help clarify the situation and why the casino might be refusing to confirm your profile.

If you prefer to share any private details, you can send them directly to my email at veronika.f@casino.guru.

I hope this helps, and I look forward to assisting you further.

Hello, I have just replied to you by email. I hope you now have all the necessary documents and can continue to address the case with me.

Kind regards

Hallo, ich habe Ihnen soeben per Email geantwortet. Ich hoffe Sie haben nun alle nötigen Unterlagen und können den Fall nun weiter mit mir angehen.

Freundliche Grüße

Thank you very much, Ninosch, 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.