Wazamba Casino - A conta do jogador foi encerrada.

I deposited €50, reached €109, and decided to withdraw. I only played Live Evolution Blackjack. The casino closed my account and, after emailing me they'd send me the money anyway, they haven't responded.

Ho depositato 50€, arrivato a 109€ ho deciso di prelevare. Ho giocato solo blackjack live evolution. Il casinò mi ha chiuso l'account e, dopo avermi detto tramite mail che mi avrebbero mandato ugualmente i soldi, non mi rispondono più.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that the casino allegedly processed your withdrawal request on May 23?
• Have you made any successful withdrawals from this casino before?
• Which payment method did you select for this withdrawal request?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?

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

Good morning.

1) exactly

2) sure, I've been using it since December practically several times a week.

3) credit card

4) yes, I did the kyc

Buongiorno.

1) esattamente

2) certo, lo uso da dicembre praticamente più volte a settimana.

3) carta di credito

4) si, ho fatto il kyc

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

Alternatively, have you, by any chance, created multiple accounts at this casino and played the same Blackjack game simultaneously? We have received two complaints submitted seven minutes apart regarding the same issue at Wazamba Casino originating from the same IP address.

Thank you in advance for your cooperation.

Hi! No, we're two different people. I only have one account with my name, and that's it. 🙂

Ciao! No siamo due persone distinte . Ho un solo account col mio nome e basta 🙂

Dear PANIKO

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear PANIKO,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Wazamba Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Wazamba Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear PANIKO,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Wazamba Casino Team

Dear All,

We are writing to provide an update regarding the players account.

The relevant department has reviewed the case and informed us that the account has been permanently closed. This action was taken in strict accordance with our Terms and Conditions, specifically Sections 9.1, 9.3, and 9.4.

As these sections outline our regulatory and safety compliance policies, the decision is final. We appreciate your cooperation.

Kind regards,

Wazamba Casino Team

Yes, but I don't care about the account, I want the withdrawal money.

Sì ma a me non interessa dell’account, voglio i soldi del prelievo.

Dear Wazamba Casino,

Following the resolution of many complaints in which you have assisted us, I believe you are aware that such a statement needs to be supported by clear and conclusive evidence. A simple reference to the allegedly violated terms is not sufficient for us to proceed with the resolution process.

Therefore, if you intend to retain or void the player’s balance, I kindly ask you to provide a clear explanation and supporting evidence for the account closure. Alternatively, please confirm that the remaining balance will be refunded to the player.

Feel free to send the information directly to my email address at jakub.m@casino.guru.

Thank you for your cooperation.