Wazamba Casino - La verificación de la cuenta del jugador se ha retrasado.

Hello Casino Guru,

I'm having an issue with Wazamba Casino. My account is nearly verified, and I have already sent both the front and back sides of my ID, along with a facial image or "live cam" image to validate my identity.

I kindly need help because my account still isn't being verified.

Best Regards,

Ferdinand

Guten Tag Casino Guru,

ich habe ein Problem mit Wazamba Casino und mein Konto ist schon nahe verifiziert und nun habe ich auch meine Vorderseite und Rückseite meines Ausweis gesendet und am Ende das Gesichtsbild, sprich Live Cam Bild um meine Identität zu bestätigen.

Ich brauch bitte Hilfe weil mein Account irgendwie nicht verifiziert wird.

LG

Ferdinand

Hello stockharsh,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with xxx Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

The verification process has been running for a few weeks now, I think, but all other documents have already been verified.

That means all other documents such as proof of address, transaction history, etc. have been approved.

But my identity with live image was also confirmed but now you want another document and I don't understand that.

The last conversation with the casino was via live chat almost a week ago.

Der Verifizierungsprozess läuft schon einige Woche denke ich aber alle anderen Dokumente sind ja bereits verifiziert.

Sprich alle anderen Dokumente wie Adressnachweis, Transaktionshistory usw wurden genehmigt.

Aber mein Perso mit Live Bild wurde wohl auch bestätigt aber nun wollen Sie ein weiteres Dokument und das verstehe ich nicht.

Das letzte Gespräch mit dem Casino war per Live Chat vor knapp einer Woche.

Dear stockharsh,

Did the casino specify what was wrong with the document you forwarded? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

You haven't told me yet. In other words, I can't forward anything.

It's just about why my account isn't verified yet even though I've already taken all the necessary steps.

Bisher haben Sie es mir nicht gesagt. Sprich ich kann nichts weiterleiten.

Es geht lediglich darum warum mein Account noch nicht verifiziert ist obwohl ich schon alle erforderlichen Schritte getan habe.

Dear stockharsh,

Please keep in mind that we are not the casino but a 3rd party resolving center so we do not have insight about what did the casino receive from you or sent to you. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello stockharsh,

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 delayed verification and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Thanks

Danke

Dear Customer,

Thank you for reaching out.

We would like to inform you that in order to continue the account verification, we need you to provide us with an alternative ID of yours (can be passport or driving license), which can be uploaded in the verification section of your profile. We will check the document with priority when you provide it. Thank you in advance.

Best regards,

Wazamba.com

Dear Wazamba Casino,

Why does the player need to send an alternative ID? Wasn't the ID he had already sent sufficient enough? Or was there any problem with the picture quality or the ID itself??

Dear Michal,

We would like to inform you that we sent an email to michal.v@casino.guru. Looking forward to your reply.

Best regards,

Wazamba.com

Dear stockharsh,

Would you be able to send an alternative ID as per the casino's instructions?

I could send my driver's license if that's possible. Can I do this here or do you have an email address where I can send it?

Ich könnte meinen Führerschein zusenden, wenn das geht. Kann ich dies hier tun bzw haben Sie eine Email Adresse wohin ich diesen senden kann?

Please send your driver's license to the casino's website or email, preferably as a reply to your previous correspondence with the casino representatives. Let us know here if you need any additional help. We will be waiting for your updates.

Dear Customer,

Thank you for your reply.

We would like to ask you to upload your driver's license in the verification section of your casino profile.

Best regards,

Wazamba.com

Dear stockharsh,

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.

Okay, I'll do it asap. I'm sorry, that I'm late

Okey, werde schnellstmöglich tun. Sorry für die Verspätung

Dear stockharsh,

Could you give us an update regarding the verification?

Hi, yes sorry for the delay. I'll be home tomorrow so I'll get it done straight away.

Hi, ja sorry für den Delay. Bin ab morgen zuhause, dann werd ich es direkt erledigen.

Dear stockharsh,

Did you manage to complete the verification process?

So I uploaded my driver's license, i.e. front and back, and then had to take the facial picture again.

There in the verification window it said pending as it always does.

Now I just see that the verification window is back to "requested".

Speak as if I hadn't uploaded anything at all. I'm starting to feel a bit fooled.

Please excuse my lack of expression.

I have now uploaded my ID and driver's license and had to take a facial photo at the end of each upload, i.e. face verify (2x).

Please help me to finally get my account verified....

Also ich hatte meinen Führerschein hochgeladen sprich Vorder und Rückseite und musste dann nochmal das Gesichtsbild machen.

Dort beim Verifizierungsfenster stand dann pending wie es halt immer ist.

Jetzt sehe ich aber gerade dass Verifizierungsfenster wieder auf "angefordert" ist.

Sprich als hätte ich gar nichts hochgeladen. Langsam komme ich mir etwas verarscht vor.

Entschuldigen Sie bitte meine Ausdrucksweiße.

Ich habe nun meinen Ausweis sowie Führerschein hochgeladen und musste jeweils beim hochladen auch am Ende ein Gesichtsbild machen sprich Face verify (2x).

Bitte helfen Sie mir dass mein Account endlich verifiziert ist ....

Dear Wazamba Casino,

Could you give us an update on the verification status of the player?

Dear Customer,

It appears that the problem was with the quality of the document that you attempted to upload.

Could we please ask you to try to upload it again but in higher quality and also send it to support@wazamba.com? Thank you in advance.

Best regards,

Wazamba.com

Hello,

I just sent you the email.

Please check for receipt.

Hallo,

ich habe Ihnen die Email soeben gesendet.

Bitte prüfen Sie auf Erhalt.

Dear Michal,

Please be informed that we sent you an email. Looking forward to your reply.

Best regards,

Wazamba.com

Dear stockharsh,

I have to inform you that all of the documents you have sent have been flagged due to problems such as a lack of security features, altered photos or different fonts.

Could you comment on this issue?

Hello,

the photos I provided may not have been of the best quality, but I have no idea what you're talking about in terms of fonts.

I provided all the documents I was asked for.

This just seems like a cheap attempt to steal my credit. I can offer to provide you with any additional document such as birth certificate, registration confirmation, etc. to verify my identity.

Hallo,

die von mir bereitgestellten Fotos waren möglicherweise nicht von bester Qualität, aber ich habe keine Ahnung, wovon Sie in Bezug auf Schriftarten sprechen.

Ich habe alle Dokumente vorgelegt, nach denen ich gefragt wurde.

Das scheint nur ein billiger Versuch zu sein, mein Guthaben zu stehlen. Ich kann Ihnen anbieten, jedes zusätzliche Dokument wie eine Geburtsurkunde, eine Registrierungsbestätigung usw. zur Verfügung zu stellen, um meine Identität zu überprüfen.

Dear stockharsh,

I am in contact with the casino internally. I will let you know here with any updates.

Dear stockharsh,

After communicating with the casino internally, I have to inform you that the validity of the documents provided by you was questionable. The documents were flagged with multiple issues regarding missing security features.

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.