Wazamba Casino - Los depósitos de los jugadores no se reflejan en el saldo.

On June 11th, I made numerous deposits at Wazamba Casino.

Some of these deposits were initially marked as erroneous once I checked via message with my bank. This had happened many times in the past at this casino. However, this time, I verified with my bank and found out that all those erroneous deposits were held by my bank for payment to Wazamba.

After two days, my bank transferred the funds to Wazamba.

None of these amounts were added to my balance.

The withheld amounts were as follows:

20e------00:50am

30e------00:07am

30e------00:04am

20e------06:01am

20e------04:58am

and three deposits of 35 euros that were added when I contacted customer service.

On the same day, June 11th, I contacted Wazamba’s online chat customer service. I claimed all these amounts that were held by my bank and not added to my account.

They responded that those amounts were transactions denied by Wazamba and that I needed to claim them from my bank.

My bank informed me that nothing could be done; Wazamba had the payment order for all of it.

Attached is a copy of the chat I had with Wazamba, where they informed me that all of this would be refunded by my bank.

Three days later, I contacted the chat again and informed them that I was missing 155 euros. They informed me that these amounts were added to my account manually, just like that, with no further information.

But the deposit and gameplay history doesn’t lie, and everything is reflected there.

The most serious part is that I have pulled the history of all the deposits I have made with Wazamba since I started playing at this casino, and I realized they had messed with a lot of deposits I hadn’t noticed, trusting this casino.

It is very frustrating because every customer service representative tells you something different, which makes you feel powerless and exhausted from so much deception.

Attached is the deposit history from June 11th.

Under the "decrease" status are the deposits that were not added.

Attached is my bank history of all payments on June 11th, with paid holds.

Attached are two chat histories with customer service.

Attached is the gameplay history, only the beginning of June 11th, showing that the deposit I made at the start of the day is missing.

In conclusion, this is horrible.

And we will see what happens with all the deposits in "decrease" status that did not go through last year and this year.

And I always wondered why I was losing so much money with this casino until I realized the trick they were playing on me.

Thank you,

Maido

El pasado día 11 de junio, realice numerosos depósitos en el Casino de Wazamba.

Algunos de esos depósitos salían como erroneos una vez verificado por mensaje con el banco, esto ya me había pasado muchas veces en el pasado con este casino, pero esta vez, comprobé con mi banco, y me di cuenta de que todos esos depósitos erroneos, mi banco los tenía retenidos para su cobro por wazamba.

Al cabo de dos días mi banco los transfirió a Wazamba.

Ninguno de esos importes fueron agregados a mi saldo.

Los importes retenidos fueron los siguientes:

20e------00:50am

30e--------00:07am

30e--------00:04am

20e--------06:01am

20e--------04:58am

y tres de 35 euros que fueron agregados cuando contacté con el servicio al cliente.

El mismo día 11 que contacté con el servicio al cliente del chat de wazamba, reclamé todos estos importes retenidos por mi banco y que no fueron agregados a mi cuenta.

Me contestaron que esos importes eran transacciones denegadas por wazamba y que los tenía que reclamar a mi banco.

En mi banco me informaron que nada se podía hacer, wazamba tenía la orden de cobro de todo eso.

Adjunto copia del chat que mantuve con wazamba, donde se me informama de que todo eso sería devuelto por mi banco.

Pasados tres días volví a contactar con el chat y les informe de que me faltaba todo ese dinero 155 euros. Me informaron de que esos importes se agregaron a mi cuenta de forma manual, así sin más información.

Pero el historial de depositos y juego, no miente, y ahí esta todo reflejado.

Lo más grave de todo, es que he sacado historial de todos los depositos que he hecho con wazamba desde que juego en este casino y me he dado cuenta de que me han troleado un montón de depositos que yo no me di cuenta en su momento, por confiar en este casino.

Y es muy frustrante porque atención al cliente cada persona te dice una cosa diferente, hasta que te sientes impotente y te hartas de tanta tomadura de pelo.

Adjunto historial de depositos del dia 11 de junio.

En estado de "disminución" están los depositos que no fueron añadidos.

Adjunto historial de mi banco de todo lo pagado el 11 de junio, con sus retenciones pagadas.

Adjunto dos historiales de chat con atención al cliente.

Adjunto historial de juego, solo el comienzo del dia 11, donde ya se ve, que el deposito que hice al comienzo del dia 11, no está.

En fin, esto es horrible.

Y ya veremos que pasa, con todos los depositos en estado de disminución que no me entraron entre el año pasado y este.

Y ya decía yo que perdía mucho dinero con este casino, hasta que me he dado cuenta del truco que me han estado haciendo.

Gracias

Maido

Dear maido25,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account or returned to your bank account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

I attach the chats with wazamba, where I was first informed that those amounts had to be released to me by my bank and that for them it appeared as denied transactions.

Second wazamba chat where I was informed that these amounts were transferred to my account manually, but that was not the case.

Only two amounts of 35 euros were transferred, which appear reflected in the deposit history as deposits that have not been made with a credit card.

I'm trying to upload chats in pdf, but I can't. I can only upload jpg and there are several pages.

I'm going to try to upload the first chat in jpg.

Adjunto los chats con wazamba, donde primero se me informa de que esos importes me los tenía que liberar mi banco y que para ellos constaba como transacciones denegadas.

Segundo chat de wazamba donde se me informa de que esos importes fueron transferidos a mi cuenta de manera manual, pero no fue así.

Sólo se transfirieron dos importes de 35 euros, que aparecen reflejados en el historial de depositos como depositos que no han sido realizados con tarjeta de crédito.

Estoy intentando subir chats en pdf, pero no puedo. Sólo puedo subir jpg y son varias paginas.

Voy a tratar de subir en jpg el primer chat.

Deputy second chat

Adjunto segundo chat

continuation second chat

continuación segundo chat

So do I have to contact my bank? Is it my bank who has to complain to wazamba?

Let's get by.

That people don't trust this casino, they have cheated me out of more than 500 euros a few months ago.

They are scammers.

Entonces, tengo que contactar con mi banco? Es mi banco quien tiene que reclamar a wazamba?

Vamos apañados.

Que la gente non confie en este casino, a mi me han pufado contando los meses atrás más de 500 euros.

Son estafadores.

Dear maido25,

Have you contacted your bank and asked them for assistance?

Have the deposits returned to your bank account since your last message?

Dear maido25,

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.

Hello,

I have passed all the documentation to my bank to the card department and they still have not responded to me.

The deadline for them to respond to me is usually one month.

Thanks

Maido

Hola,

He pasado toda la documentación a mi banco al departamento de tarjetas y todavía no me han respondido.

El plazo para que me contesten suele ser de un mes.

Gracuas

Maido

Have you received the deposits that were declined upon deposit back to your bank account yet? Have you received any response from your bank that would require investigation from the side of the casino?

Please let me know.

Hello,

No, I haven't received anything yet.

I have only received an email from my bank, informing them that they are going to work on the incident, they have to call me.

Thank you

Hola,

No, todavía no he recibido nada.

Tan sólo he recibido un email de mi banco, informando de que van a trabajar en la incidencia, me tienen que llamar.

Gracias

Thank you very much, maido25, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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,

It has now been resolved and my bank has managed to get all those unaccredited deposits returned to me.

Thank you.

Hola,

Ya se ha resuelto y mi banco ha logrado que me devolvieran todos esos depósitos no acreditados.

Gracias.

Now all the deposits prior to 2 months remain to be resolved, where they also made the same move on me.

I'm also going to claim it from the bank, although they already told me that the deadline to claim all those previous amounts has passed.

Therefore, I don't know if the bank will be able to solve it for me.

I attach the deposit history where all deposits in "decreasing" status were not credited to my balance and were transferred.

In case my bank can no longer claim it. What can I do to claim it?

Since in customer service I never solve anything with them.

Ahora queda por resolver todos los depósitos anteriores a 2 meses, donde también me hicieron la misma jugada.

Lo voy a reclamar también al banco, aunque ya me dijeron que el plazo para reclamar todos esos importes anteriores ha pasado.

Por lo tanto, no se si el banco me lo podrá solucionar.

Adjunto el historial de depósitos donde todos los depósitos en estado de "disminución" no fueron acreditados en mi saldo y si fueron transferidos.

En caso de que mi banco ya no lo pueda reclamar. Que puedo hacer para reclamarlo?

Ya que en atención al cliente no soluciono nunca nada con ellos.

Hello, maido25,

I am sorry to hear about your unpleasant experience. From now on, I will assist you with the matter.

Good to know that you have solved the issue of the last deposits!

However, to be honest, if your bank managed to sort it out on their side, it indicates that the casino did not receive your funds, and they were likely returned. Otherwise, if those funds were credited to the casino's payment method(s), your bank/payment method provider would not have been able to simply credit the missing funds to your like from nowhere. It seems the funds were returned to your payment methods' providers but not directly to your payment methods. Therefore, if the issue is with your bank/payment method provider, I am not sure how the casino could help at all.

Can you please contact Customer Support of the payment method providers you used for the unsuccessful deposits and ask them for more information, and if they can help you with returning funds to your payment methods? If the casino denied the deposits in question, and the funds were bounced back (likely within 30 days), payment method providers should be able to locate this money as the last successfully returned ones.

Could you please let me know once you have any news or updates from your payment method providers?

Hello,

Thank you for everything and I will continue to inform you.

But in this case, it was the Wazamba casino that pocketed the failed deposits and not my bank.

In fact, the refunds that have been made to me of what has been claimed have been from Wazamba.

Hola,

Gracias por todo y te seguiré informando.

Pero en este caso, ha sido el casino Wazamba, el que se ha embolsado los depósitos fallidos y no mi banco.

De hecho, las devoluciones que me han hecho de lo que ha sido reclamado ha sido de Wazamba.

Alright, I understand.

Feel free to inform us about any progress. I will wait for your updates.

Hello,

Today Wazamba has returned three deposits from previous months, but there is still more…

Thanks for everything.

Hola,

Hoy Wazamba me ha devuelto tres depósitos de meses anteriores, pero aún queda todavía más….

Gracias por todo.

Alright, I am extending the timer for you for a longer period now, let's say for 2 weeks, and will wait for your updates.

Once everything is sorted out with the casino and the deposits in question, feel free to inform us about an approximate amount of those deposits and confirm once the issue is completely resolved, everything returned.

Since I can see you are able to solve the situation with the casino and/or your payment method provider yourself, I could consider it closed. However, I will keep the complaint open for some time in case something happens or other issues arise, or you get stuck at some point without any progress. Then we could ask the casino for an update or help us in resolving it. But, if everything goes well, we can think about a complaint closure.

Thank you for your patience and understanding, as well as for your updates.

Looking forward to hearing good news from you.

Hello,

So far they have only returned 175 euros to me.

My bank has not responded to my last emails requesting that they claim more failed deposits from the beginning, which is from November 2023.

If my bank tells me that they cannot claim so much back in time, what should I do? File a complaint?

I don't see this at all clear. They have pocketed much more and have not returned it to me. They are shameless, that's for sure.

Thank you

Hola,

De momento solo me han devuelto 175 euros.

Mi banco no me ha contestado a mis últimos emails solicitando que reclamen más depósitos fallidos desde el principio, que viene a ser desde noviembre del 2023.

En caso de que mi banco, me diga que no pueden reclamar tanto a tiempo atrás, Qué es lo que debería de hacer? Poner una denuncia?

No veo esto nada claro. Aún se han embolsado mucho más y no me lo han devuelto, son unos sin vergüenzas, así de claro.

Gracias

Thank you for the update, maido25.

I would like to ask you about one thing.

You claimed that "Today Wazamba has returned three deposits from previous months, but there is still more…" - How do you know that Wazamba returned your deposits and that the transactions were not stuck on your bank's side? Where were your deposits returned? If they were returned to your payment method - how can you be so sure and claim that those funds were with the casino at all?

We should definitely wait for a response and further details from your bank. Since it is not completely clear where the error occurred, whether on your bank's side or between your bank and the casino, it is not clear where you should file a complaint.

At the same time, I think it is the best time to invite the casino representative to the thread and ask them for details.

Dear Wazamba Casino Team,

Could you please look into the user's issue (uncredited/failed deposits) on your side and provide us with the results of the investigation?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Branislav,

I answer you;

You stated that "today Wazamba has returned three deposits from previous months, but there are still more...". How do you know that Wazamba returned your deposits and that the transactions were not blocked on your bank's side?

The deposits that were returned to me were credited to my bank account, the same one I have registered in Wazamba in my user account and where the deposits were made.

Days before receiving the payments, I was speaking with an agent from my bank who contacted Wazamba to claim part of those deposits made in June.

Wazamba credited me the claimed deposits from June days after speaking with my bank agent, and two days after receiving them, they credited me another three deposits prior to June.

Where were your deposits returned? If they were returned to your payment method,

The deposits were returned to my bank account via the credit card used for my deposits.

How can you be so sure that those funds were in the casino?

I'm not sure if I'm understanding this question correctly. The issue here is that Wazamba was not adding those deposits to my casino balance, because I got an error when processing them and they were not added to my balance, and since that happened so clearly, I tried to do the deposit process again until I got no error, but it turns out that there was no error at all, because all those amounts that I thought had not been made, Wazamba received them anyway, until I realized late, months later, when checking, that all those amounts had been transferred correctly, but on top of that, those failed deposits, in my Wazamba deposit history, all appear in "decrease" status, that's why I was able to locate all the deposits that have not been added to my account.

I have sent you the history with everything, if you see it, there are deposits in red with a note that says "decrease". All of those are very clear.

I don't know if I explained myself correctly, but my bank understood perfectly and contacted Wazamba.

These payments seem to me to have been transferred by Wazamba N******.

I still have a lot of deposits to receive, at the moment I still don't know if my bank will be able to claim the months before June, in this entire month of August they haven't responded yet, I suppose August is a complicated month, I hope that in September they will tell me if they can do something.

The error clearly comes from Wazamba, otherwise, I would not have received those payments in my account in their name.

I even went so far as to claim those June deposits through Wazamba's customer service chat, which does very little to resolve your issue and even less to inform you properly, all things considered, and they themselves manually fixed two failed deposits and added them to my balance while I was talking to them.

But when I claimed all the other deposits, they gave me the runaround and ignored me, and on top of that, each one told me a different thing about what was happening with those deposits. All these conversations in the Wazamba chat were recorded and I have sent them to you as well. You have everything.

And another thing, they have blocked my Wazamba account, I can no longer access that casino, but no one has assured me that my account has been deleted and all my data does not appear in the databases.

Thank you,

Maido

Hola Branislav,

Te contesto;

Usted afirmó que " hoy Wazamba ha devuelto tres depósitos de meses anteriores, pero todavía hay más...". ¿Cómo sabe que Wazamba devolvió sus depósitos y que las transacciones no quedaron bloqueadas en el lado de su banco?

Los depósitos que me devolvieron se abonaron en mi cuenta bancaria, la misma que tengo registrada en Wazamba en mi cuenta de usuario y por donde se hicieron los depósitos.

Días antes de haber recibido los abonos, estuve hablando con un agente de mi banco que se puso en contacto con Wazamba, para reclamar parte de esos depósitos realizados en junio.

Wazamba me abonó días después de hablar con el agente de mi banco dichos depósitos reclamados de junio y dos días después de recibirlos, me hicieron otro abono de otros tres depósitos anteriores a junio.

¿Dónde se devolvieron sus depósitos? Si se devolvieron a su método de pago,

Los depósitos se devolvieron a mi cuenta bancaria a través de la tarjeta de crédito utilizada en mis depósitos.

¿cómo puede estar tan seguro y afirmar que esos fondos estaban en el casino?

No se si estoy entendiendo bien esta pregunta. Aquí la cuestión es que Wazamba no me añadía esos depósitos a mi saldo en el casino, porque me salía error cuando los procesaba y no se llegaban a sumar a mi saldo, y como eso sucedía de forma tan clara, yo volvía a intentar hacer de nuevo el proceso de realizar depósito hasta que no me diera error, pero resulta que de error nada, porque todas esas cantidades que yo me pensaba que no se habían realizado, Wazamba las recibía igualmente, hasta que me di cuenta tarde, meses después, al comprobarlo, que todas esas cantidades se habían transferido correctamente, pero esque encima, esos depósitos fallidos, en mi historial de depósitos de Wazamba, aparecen todos en estado de "disminución ", por eso pude localizar todos los depósitos que no se han agregado en mi cuenta.

El historial con todo os lo he enviado, si lo veis, hay depósitos en rojo con una nota que dice "disminución ". Todos esos son, están bien claros.

No se si me explico vaya, pero en mi banco lo entendieron perfectamente y se pusieron en contacto con Wazamba.

Dichos abonos, me parecen transferidos por Wazamba N******.

Me faltan muchos depósitos por recibir, de momento todavía no se si mi banco podrá reclamar los meses anteriores a junio, en todo este mes de agosto no me han respondido todavía, supongo que Agosto es un mes complicado, espero que en Septiembre me digan si pueden hacer algo.

EL error claramente viene de Wazamba, sino, no habría recibido esos abonos en mi cuenta a nombre de ellos.

Incluso llegue a reclamar esos depósitos de junio, al chat de atención al cliente de Wazamba, que muy poco te resuelven y mucho menos te informan bien, todo sea dicho, y ellos mismos, arreglaron manualmente dos depósitos fallidos y me los sumaron a mi saldo, mientras hablaba con ellos.

Pero al reclamar todos los demás depositos, me daban largas y se desentendían, y encima cada uno me decía una cosa distinta sobre lo que sucedía con esos depósitos, todas estas conversaciones en el chat de Wazamba, quedaron grabadas y os las he enviado también. Lo tenéis todo.

Y otra cosa, me han bloqueado mi cuenta de Wazamba, yo ya no puedo acceder a ese casino, pero nadie me ha asegurado, que mi cuenta está borrado y todos mis datos no parecen en bases de datos.

Gracias,

Maido

Alright, Maido. Thank you for the additional clarification, I think I finally understand how you meant that before.

However, as for your data - I am sure it is safe at the casino, but it is possible they have to store such data for some time.

Let's wait for the casino's response and updates.

Thank you for your patience and understanding. I sincerely believe the casino representative will reply soon.

Dear customer,

Thank you for reaching out!

In order for us to assist further, we kindly ask you to inform us on the total amount of successful funds deductions from your bank that were transferred to our Casino on June 11th. Additionally, please provide us with the amount of funds that were successfully deposited onto the Casino account itself on June 11th.

Thank you in advance.

Best regards,

Wazamba team

Dear Maido,

Since, if I understood correctly, your failed deposits for June and July 2024 were already refunded, now it is about all failed deposits for the previous periods, i.e. from the first failed deposit until the end of May 2024 - correct?

Is it possible for you to please check your bank account and filter the transactions according to the receiver of the transactions (all deposits made to the casino) from November 2023 until the end of May 2024, and generate/save such a bank statement? If it is not possible like that, alternatively, is it possible to provide a bank statement from the bank account in question with all transactions on this bank account from November 2023 to the end of May 2024?

Or, can you ask your bank for a complete list of all transactions made to the casino (showing only all the deposits)?

Provided that your account is blocked and the casino representative likely overlooked several important pieces of information above, then we can ask the casino representative for help and a thorough investigation on their side, regarding the rest of the failed deposits.

Dear Wazamba Casino Team,

Thank you for your response. However, I think your request is irrelevant.

Please, go through the thread once again and carefully, and provide us with the instructions on what the casino would need to investigate the matter and how the user's situation can be solved.

A small update to simplify it - failed deposits for June and July 2024 should have been solved and refunded. Now, the issue is the previously failed deposits (marked as a "decrease" in the user's casino account) for the period of November 2023 until the end of May 2024.

In addition, if the user's casino account was really blocked/closed, as he claimed in his last post, and he sees all the transactions as successfully deducted from his bank account (already refunded failed deposits were deducted from his bank account before), how can he find out how much was successfully credited to his casino account and/or how can the casino ask him for that if for now, it is the only one who can see and check it on its side?

In the meantime, until the player informs us about the possibility of providing the requested bank statement, can you review her casino account in detail (especially the deposits marked in her transaction history as "decrease", the red ones, made from the payment method in question - MasterCard) and provide us with the results of the investigation? What happened with those deposits which were not refunded to the player yet, and when will the casino release/refund them?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Yes, tomorrow I will request the statement and send it.

Thank you

Maido

Hola,

si, mañana pediré el extracto y lo enviaré.

Gracias

Maido

Dear Branislav,

Thank you for your patience!

Please be informed that the deposits marked as "Decrease" were marked as such due to them being declined, and never reaching the customer's account. This can be caused by one of the following:

• The customer initiated the depositing process by opening the "Deposit" page, however not all the required details were filled in, or the customer exited the page, before finishing the depositing process fully;
• The customer had insufficient balance on their bank account;
• Incorrect bank details were provided during the depositing process.

Any of the above could have caused the deposits to appear in our system, however, none of those should have caused deductions to the customer's bank account.

We have sent an email to Branislav with some further evidence.

If the customer is claiming that the deposit amounts for the deposits, marked in their account as "Decrease" were actually deducted from their balance, we require the customer to provide us with the full transaction history for the period of November 2023 until June 2024, including all incoming and outgoing transfers.

Best regards,

Wazamba team

Great! Thank you very much, Wazamba team, for your response, email, and all the provided details.

Since I assume the casino requires the original bank statement(s) in .pdf format, can you please provide us with an email address to which the player should forward the requested document(s) for review?

Dear Branislav,

The customer needs to send the documents to us via the customer support email address: support@wazamba.com

Best regards,

Wazamba team

Hello,

I take note of everything I have to send, I'm waiting for my bank to send it to me.

The last emails I sent to Wazamba's customer service email when I sent my complaints were rejected by the server and they all came back to me.

Hola,

Tomo nota de todo lo que tengo que enviar, estoy pendiente de que mi banco me lo envíe.

Los últimos correos que envié al correo de atención al cliente de Wazamba cuando enviaba mis reclamaciones fueron rechazados por el servidor y todos me venían devuelta.

Dear Maido,

Please inform us once the email with the requested documents is sent to the casino.

If there is any error, please share a screenshot of it with us directly here.

In addition, feel free to add me to the copy of the email so I can review the documents too, or in case sending fails, I can forward it to the casino in another way instead of you.

Looking forward to hearing from you.