Wazamba Casino - Retiro retrasado debido a un requisito de apuesta no resuelto.

So in the past I had a complaint here regarding Wazamba casino which tried to steal 3.7k from me and that was resolved as the money was returned to me. Now the problem is that when they returned the money to me it was shown as a deposit and from their side it required a x1 rollover. So they withdrew my money manually. All god so far. So I deposit 100 euros after a long time and I decide that I'm going to leave at 150 (after going down to 12 euros and all the way to 200 and back down again). Now as I said that rollover for the 3.7k never left my account since I never played or completed it since it was their mistake and I won't complete it either. At this point they do not allow me to withdraw my money because of the wagering requirement which was their fault and their customer support doesn't want/care to understand what I'm saying. So yeah I would like to withdraw my money from their casino.

Dear manoskap7,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Could you please specify if the amount of €3700 were your winnings that had already been fully wagered before the casino confiscated it?

Do I understand correctly that you made another deposit of €100? Have you activated any bonus with this deposit? Have you completed the wagering requirements necessary for this deposit?

Please forward any relevant communication between you and the casino regarding your issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

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

Best regards

Veronika

The 3700 euros before it was removed from my account, was fully mine and was waiting for a withdrawal. When the complaint was filed and they decided to give it back and it was probably registered as a deposit from their part and required a x1 rollover (so 3.7k). So they withdrew the 3.7k manually after I sent them my info via mail. So now yesterday I made a new deposit in their casino, after a long time, of 100 euros. I wagered probably around 300 euros and decided to cash out 150. No bonus activated nothing. Unfortunately I have no screenshots even though their customer support after explaining all the above, just kept repeating that I needed to complete my deposit's rollover.

Please specify what you mean by saying: "So they withdrew the 3.7k manually after I sent them my info via mail." Does it mean that you received your winnings of €3700?

Yes I received my money of 3.7k that is not the issue. What I am saying here is that after they removed my money from my account in wazamba, when it was returned from their end it was credited as a deposit from them. Now my account has a threshold for a x1 rollover of that 3700€ deposit. So I deposit 100€ at a later date and I wagered around 300€ went up to 150€ and I could not withdraw my money since that rollover is still not met. I don’t know how else to explain it.

When I tried to withdraw the 3.7k I had the same problem. So I sent them my bank account via mail and they would send me 500€ every day. It’s pretty straightforward.

Could you please send me the screenshot from your account where you see how much of your money needs to be wagered?

There is no such thing. They just require a rollover of my "deposit" which has been wagered as I said at least 3 times. This casino does not provide you with such details of how much you need to wager before you can withdraw, when you deposit without a bonus.

So an update. Since the money wasn't alot I decided to give up on the case and go back to playing instead. But I got from 150 euros down to 70 and then up to 900+. So now in the casino I have in my balance 800 euros which I still cannot withdraw because I still haven't met the same x1 rollover of my 100 euro deposit. Please explain to me how that makes any sense! If you don't believe me let's ask the casino for a detailed amount of the money that I have wagered, and how much my deposit was since October, 19th that my complaint was filed here in casinoguru.

Thank you very much, manoskap7, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi manoskap7,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Wazamba Casino to join the conversation and contribute to the resolution of this complaint.

Dear Customer,

Thank you for reaching out.

Please accept our sincere apology for the inconvenience caused. Your case was forwarded to the relevant department in order to have the balance paid out manually again. You will be informed about any new developments via email.

Best regards,

Wazamba.com

Thank you. Is there any way to remove the remaining wagering requirements in case of a future deposit?

Hi all,

Thank you for your replies.

Dear manoskap7,

Please keep me updated.

Sure I will notify you here, in case they contact me via mail so that I can withdraw my money since it has been 20 days now. I don't know if you would also like to change the amount from 150 euros to 800 which is the current amount in the casino.

Wazamba has completed my withdrawal. Thank you for your help and also thank you to wazamba for solving this issue.

Thank you Wazamba Casino team for your help with resolving the issue.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, manoskap7, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter