Wazamba Casino - Las ganancias del jugador no se han acreditado en su cuenta.

Hello,

Yesterday, on the 27th of November, I was playing the game "Dracula Riches" (provider: Belatra) at Wazamba Casino.

I was awarded some free games when my total balance was 31.6 euros. After completing the free games, I ended up with a win of 12.50 euros. However, after leaving the game once the free games were over, this amount of 12.50 euros was not credited to my total balance of 31.6 euros.

I contacted the customer service chat and endured almost three grueling hours, during which they did not give me any credit.

I provided them with my game history that showed on my profile, where the additional 12.50 euros I had won were not reflected. Customer service insisted that because these free games were not reflected anywhere, they had no record of it transpiring.

They didn't even open a case for what had happened.

Included is a screenshot of my game history, where I've highlighted in red the last game I played which is where I was awarded the free games.

I am also including the conversation I had with customer service.

I am having difficulty uploading the files, it won't let me.

Hola,

Ayer, día 27 de Noviembre, en Wazamba Casino, estuve jugando al juego "Dracula Riches" (proveedor: Belatra).

Me salieron juegos gratis, cuando yo en ese momento tenía de saldo total: 31,6 euros. Al finalizar los juegos gratis, obtuve una ganancia de 12,50 euros. Salí del juego al finalizar los juegos gratis y esa cantidad de 12,50 euros, no fueron acreditadas a mi saldo total de 31,6 euros.

Me puse en contacto con el chat de atención al cliente y el infierno duro casi 3 horas, donde no me dieron ninguna acreditación.

Les adjunté el historial de juego que apareció en mi perfil, y donde tampoco se reflejaba esos 12,50 euros ganados y atención al cliente se escudo en que esas partidas gratis no estaban reflejadas en ningún sitio y que por lo tanto, no le constaba que eso hubiese sucedido.

Ni siquiera habrieron incidencia por lo sucedido.

Adjunto screen shot del historial, donde marcó en rojo la última partida que jugué y que fue donde me salieron las partidas gratis.

Tambien adjunto conversación con atención al cliente.

Estoy teniendo problemas para subir los archivos, no me deja.

Dear Chemina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hello.

This complaint can be closed, the casino has deposited the amount that I claim here.

thank you

Hola.

Esta queja se puede cerrar, el casino me ha depositado el importe que aqui reclamo.

gracias

Dear Chemina,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru