Wazamba Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

Hello friends at Casino Guru. I kindly ask for your help with the following complaint against WAZAMBA casino. On July 19, 2024, I requested the permanent closure of my account due to gambling problems (self-exclusion or responsible gaming). Despite countless requests to close my account, the casino has not done so. On the contrary, I continue to receive bonuses and promotions via email. For this reason, I request your help with the following:

1- That the casino shares and transparently provides a report of the deposits I have made to my account from July 19 onwards. I have made this request countless times via support email and chat, yet I have received no response after 2 weeks.

2- The casino must refund all the deposits I made from July 19 onwards, as it did not respect responsible gaming measures and failed to protect the player.

3- Once the casino can send that report, please update the disputed amount. The $9,000,000 CLP is an approximation and not the exact amount.

Attached is evidence of:

1- Request for closure citing responsible gaming and my repeated attempts without response

2- Requests for my deposit report which have gone unanswered to this day

Lastly, I suspect that the casino does not want to share the report of my deposits because they know they did not comply with player protection measures in a timely manner.

Please, I beg for your help,

Regards and thank you

Hola amigos de Casino Guru. Favor les pido ayuda con la siguiente queja contra el casino WAZAMBA. Sucede que el día 19 de Julio de 2024 solicito el cierre definitivo de mi cuenta por tener problemas con el juego (autoexclusión o juego responsable). A pesar de innumerables veces que solicito cerrar la cuenta, el casino no cierra la cuenta, al contrario, me siguen llegando bonos y promociones a mi correo. Por dicha razón, solicito vuestra ayuda para lo siguiente:

1- Que el casino comparta y transparente un reporte con los depósitos que he realizado a mi cuenta desde el día 19 de Julio en adelante, dicha solicitud, la he realizado innumerables veces al tanto al correo de soporte como al chat de soporte, y no he tenido ninguna respuesta después de 2 semanas

2- El casino debe reembolsar todos los depósitos que realicé desde el día 19 de Julio en adelante, puesto a que no respetó las medidas de juego responsable y falta de protección al jugador

3- Una vez el casino pueda enviar ese reporte, favor actualizar el monto en disputa, ya que los $9.000.000 CLP son una aproximación y no el monto exacto

Se adjunta evidencia de:

1- Solicitud de cierre haciendo referencia al juego responsable y las insistencias que realicé en donde no tuve respuesta

2- Solicitudes del reporte de mis depósitos sin respuesta hasta el día de hoy

Por último, cabe mencionar que tengo la sospecha que el casino no quiere compartir el reporte de mis depósitos ya que sabe que no cumplió con las medidas de protección al jugador en tiempo y forma

Favor ruego su ayuda,

Saludos y gracias

Dear jdua,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Please note the file "Your chat transcript with Juan" was uploaded but cannot be opened, could you please share the file with me at tomas@casino.guru?
• Have you informed the casino about your gambling problems?
• Have you requested a refund of your deposits due casino not adhering to responsible gambling principles already? With what result?

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

Best regards,

Tomas

Tomas, thank you very much for your reply. Regarding your questions:

Please note that the file "Your chat transcript with John" was uploaded but cannot be opened. Could you please share the file with me on tomas@casino.guru ? --> I sent all the evidence to your email

Have you informed the casino about your gambling problems? --> Yes, even in the evidence files there is the date, case number (or ticket) and the explicit reasons for the account closure (responsible gambling). In addition, there is not only the request, but also all the insistences I made because my request for closure was ignored.

Have you already requested a refund of your deposits due to the casino not adhering to responsible gaming principles? With what result? --> Unfortunately no, even, my idea was to first try to solve this with the casino before asking Casino Guru for help. The reason why I have not made a request with them is because the first step is to know the amount I deposited, where I have asked them countless times for the report of my deposits and withdrawals, but it has been more than 2 weeks where they have not given me an answer to something so simple.

Any additional information please let me know,

Greetings!

Tomas muchas gracias por tu respuesta. Con respecto a tus preguntas:

Tenga en cuenta que el archivo "Su transcripción de chat con Juan" se cargó pero no se puede abrir. ¿Podría compartir el archivo conmigo en tomas@casino.guru ? --> Envié toda la evidencia a tu correo

¿Has informado al casino sobre tus problemas con el juego? --> Sí, incluso en los archivos de evidencia está la fecha, numero de caso (o ticket) y las razones explícitas del cierre de cuenta (juego responsable). Además, no solo está la solicitud, si no además, todas las insistencias que realicé debido a que mi solicitud de cierre fue ignorada

¿Ya ha solicitado el reembolso de sus depósitos debido a que el casino no se adhiere a los principios de juego responsable? ¿Con qué resultado? --> Lamentablemente no, incluso, mi idea era primero intentar solucionar esto con el casino antes de pedir ayuda a Casino Guru. La razón por la cual no he realizado una solicitud con ellos, es porque el primer paso saber la cantidad que deposité, en donde en innumerable veces les solicité el reporte de mis depósitos y retiros, pero ya van más de 2 semanas en donde no me dan respuesta de algo tan simple.

Cualquier dato adicional favor me comentas,

Saludos!

I apologize for the late reply.

I went over our communication with the casino and the only reason given for account closure was 'responsible gambling' on July 26th from my point of view.

We believe the casino should protect players who inform the casino about ongoing gambling problems or addiction, from further play.

• Did the casino block your account on July 26th or shortly after?
• Have you made any deposits between July 19th and 26th to the casino?

Hi Tomas, thank you very much for responding.

Answering the questions:

Did the casino block your account on July 26th or shortly after?

The casino blocked the account recently, I don't know the exact date but it was long after I made the request for closure due to responsible gaming.

Have you made any deposits between July 19th and July 26th at the casino?

Yes, I made several deposits between July 19th and July 26th, and also after July 26th despite my insistence by email (evidence sent). Unfortunately, I cannot know the amount or the exact days in which those deposits were made since today my account is blocked and the casino refuses to send me the deposit report that I have requested more than 5 times both by email and through the support chat (evidence sent).

Holas Tomas, muchas gracias por responder.

Respondiendo las preguntas:

¿El casino bloqueó tu cuenta el 26 de julio o poco después?

El casino bloqueó la cuenta hace poco, no se la fecha exacta pero mucho después de cuando realicé la solicitud de cierre por juego responsable

¿Has realizado algún depósito entre el 19 y el 26 de julio en el casino?

Sí, realicé varios depósitos entre el 19 y el 26 de Julio, y también después del 26 de Julio a pesar de las insistencias que realicé por correo (evidencia enviada). Lamentablemente, no puedo saber la cantidad ni los días exactos en los que se hicieron esos depósitos ya que hoy mi cuenta está bloqueada y el casino se niega a enviarme el reporte de depósitos que he solicitado más de 5 veces tanto por correo como por el chat de soporte (evidencia enviada).

Thanks for your patience.

From our point of view, the proof you informed the casino about gambling problems is missing. Asking for a self-exclusion with the reason 'responsible gambling' might not sufficiently convey you require player protection.

I'd recommend you ask the casino for a refund of lost funds and let us know about the result, regardless of the exact amount, since there is not enough compelling evidence for us to request a refund on your behalf.

I'll await your reply.

Tomas, thank you very much for your response. I believe that my request is more than justified for the following reasons:

1- As I showed you in the evidence sent by email, I made the closure request not once, but several times and with insistence, even in the same section of Wazamba where responsible gaming is indicated, it appears as a title "Responsible Gaming" (attached screenshot), so I do not know the reason that according to you "It is not enough"

2- In the insistences made and mentioned in the previous point, I mention the reason several times and clearly, I attach evidence again

3- I also sent you evidence of several requests I made to send me the report of the deposits I made, which remain unanswered despite my insistence. It's been more than a month since they have not answered such a simple request with the report of my deposits, so that's why I ask for Casino Guru's help. Put yourself in my place, if the Wazamba casino does not respond to a very simple request such as a transaction report, then, what confidence and seriousness do they give to customers to ask them internally for a solution.

Please, I beg your help, the case is more than justified for you to help me. If you need more information, please contact me.

Greetings and thanks.

Tomas muchas gracias por tu respuesta, creo que mi solicitud está mas que justificada por la siguientes razones:

1- Como te demostré en la evidencia enviada por e-mail, la solicitud de cierre la realicé no una, sino varias veces y con insistencias, incluso, en la misma sección de Wazamba donde se indica el juego responsable, aparece como título "Juego Responsable" (adjunto captura), entonces, no sé la razón que según tu parecer "No es suficiente"

2- En las insistencias realizadas y mencionadas en el punto anterior, menciono la razón bastantes veces y de forma clara, adjunto evidencia nuevamente

3- También te envié evidencia de varias solitudes que realicé para que me envíen el reporte de los depósitos que realicé, en donde siguen sin respuesta a pesar de mis inisistencias. Ya va más de un mes en que no me contestan una solicitud tan simple con el reporte de mis depósitos, entonces, por eso pido la ayuda de Casino Guru. Ponte en mi lugar, si el casino Wazamba no responde una solicitud muy simple como un reporte de transacciones, entonces, qué confianza y seriedad brindan a los clientes como para pedirles internamente una solución.

Favor ruego tu ayuda, el caso está más que justificado para que me puedan ayudar. Si necesitas más antecedentes favor me contactas.

Saludos y gracias.

Thanks for your reply and thanks for pointing out the new evidence.

If you informed the casino about your gambling problems only on August 1st, in our view the casino should act to protect you by taking this information into account. Have you made any deposits to the casino after August 1st? Was your casino account closed shortly after informing the casino?

Thomas, thank you for your quick response.

I am 100% sure that after August 1st I made deposits, unfortunately, I do not know the amounts since to this day they have not shared with me the report of my deposits that I requested more than 1 month ago.

The account was closed long after I requested it to be closed, and in the evidence I sent you by email you can see that I am still receiving bonus promotions and incentives to keep playing.

Tomás gracias por tu rápida respuesta.

Estoy 100% seguro que después del 01 de Agosto si realicé depósitos, lamentablemente, no sé los montos ya que hasta el día de hoy no me comparten el reporte de mis depósitos que les solicité hace más de 1 mes.

La cuenta la cerraron mucho después de que solicité el cierre, incluso, en la evidencia que te envié por correo puedes ver que aún me siguen llegando promociones de bonos e incentivos para seguir jugando.

Thank you very much, jdua, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jdua,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wazamba Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear all,

Kindly note that we are checking the issue with relevant department and we would get back to you as soon as we have any news.

Best Regards

Wazamba Casino Team

Thank you, Wazamba Casino for the reply.

We will be waiting for your updates.

Dear all,

We just wanted to let you know that we are still checking the player request with relevant department and would let you know for any news as soon as possible.

Best Regards

Wazamba Team

Dear all,

Thank you for your patience.

We would like to let you know that as Tomas mentioned , the reason "Responsible gaming " is not sufficient to warrant immediate closure , considering the customer's VIP level .

We would like to inform you that the account was closed on 30.07.24 , before the customer clearly stated their Gambling Addiction (01.08.24). Considering all of the above the customer didn't make any deposits after July 30th. Since we had closed the account before the customer had explicitly provided reason for closure, we have to deny the refund request.

Best Regards

Wazamba Team

Dear jdua,

Can you confirm the casino's statement?

Michal how are you,

The casino's response seems regrettable, incomplete and lacking in criteria. You can see that at the beginning I uploaded evidence of a ticket where I asked the casino for a simple report of my deposits and withdrawals, where to this day after 2 months, they have not given me the information.

Secondly, you can also see that I keep receiving promotions and bonuses in my email. But most importantly, the casino is lying that it closed the account on August 1st, I attach the proof:

In the image you can see that on August 10th I requested to reset my password on the page, where I received the link to recover it. Therefore, the casino should share both the income I had in addition to the report of deposits and withdrawals.

Also, when I requested to close the account, I did not receive a response email until today:

Michal como estás,

La respuesta del casino me parece lamentable, incompleta y con falta de criterio. Puedes ver que al principio subí evidencia de un ticket en donde solicito al casino un reporte simple de mis depositos y retiros, en donde hasta el día de hoy después de 2 meses, no me han dado la información.

En segundo lugar, puedes ver también que me siguen llegando promociones y bonos a mi correo. Pero lo más importante, es que el casino miente con que cerró la cuenta el 01 de Agosto, adjunto la prueba:

En la imagen pueden ver que el 10 de Agosto solicité reestablecer mi contraseña en la página, en donde me llega el enlace para recuperarla. Entonces, el casino debería compartir tanto los ingresos que tuve además del reporte de depósitos y retiros.

Además, cuando solicité cerrar cuenta, no recibí correo de respuesta hasta el día del hoy:

Dear jdua,

Were you able to recover your password and sign in after the 30th of July? If so, did you make any deposits?

Michal, thank you very much for contacting me, I am 100% sure that I logged into the account after August 1st, unfortunately today it is closed and I cannot verify my logins or deposit history.

I have requested from the casino on multiple occasions for more than 2 months, a report of my deposits and withdrawals since I do not have access to the account, and to this day I have no response regarding that report.

The reason why I require this report is because when one deposits in the casino, when checking my bank account it does not literally appear "deposit to WAZAMBA" but rather, under a fantasy name like the ones below (highlighted in yellow):

Michal muchas gracias por contactarme, estoy 100% seguro que ingresé a la cuenta después del 01 de Agosto, lamentablemente hoy se encuentra cerrada y no puedo verificar mis inicios de sesión ni el historial de depósitos.

Le he solicitado al casino en múltiples ocasiones hace más de 2 meses, un reporte de mis depósitos y retiros ya que no tengo acceso a la cuenta, en donde hasta hoy no tengo respuesta sobre ese reporte.

La razón por la cual requiero ese reporte, es porque cuando uno deposita en el casino, al revisar mi cuenta bancaria no aparece de forma literal "depósito a WAZAMBA" si no, a un nombre de fantasía como los de a continuaci´ón (destacados en amarillo):

Dear Wazamba Casino Team,

Can you comment on the player's claim that he was able to log in to his account after the date of the account closure, which was on 30.07.24?

Dear Michal,

Kindly be informed that we had send you evidence that this is not true on your email.

Best Regards

Wazamba Team

Dear jdua,

The evidence I was able to review shows that your last deposit in the casino was on 25.7., you mentioned "responsible gambling" on 26.7.and that your account was closed on 30.7., with no activity recorded after this date. The period of account closure was adequate, and there were no deposits made after this request.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.