Wazamba Casino - A conta do jogador foi encerrada e o saque está atrasado.

I deposited €50 and took a €25 bonus. I ONLY played blackjack, making around €300 in wagers. When I got back to €50, I decided to withdraw, but my account was closed. They keep emailing me that the withdrawal would arrive anyway, but after a month, it still hasn't arrived. After several emails, I haven't heard back for about two weeks.

Ho depositato 50€ prendendo 25€ di bonus, ho giocato SOLO blackjack facendo circa 300€ di wager. Tornato a 50€ ho deciso di prelevare ma il mio account è stato chiuso, tramite mail mi dicono continuamente che il prelievo sarebbe arrivato comunque ma dopo un mese ancora non è arrivato. Dopo svariate email sono circa 2 settimane che 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.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification at this casino?
• Which payment method did you select for your manual withdrawal?
• Is there any chance that someone from your household or using the same IP also created an account at this 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

Hi, yes I have been using this casino weekly since May 2025, I had KYC verification, withdrawal via card and no for the IP address issue

Salve, sì uso questo casino settimanalmente da maggio 2025, avevo la verifica kyc, prelievo tramite carta e no per la questione indirizzi IP

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.

No, the two accounts belong to two different people who played in the same house on different days and NOT at the same table. The other report is from my friend who had the same problem. He was only at my house once and played blackjack on his own account.

No, i due account sono di due persone distinte che hanno giocato nella stessa casa in giorni diversi e NON nello stesso tavolo. L’altra segnalazione è del mio amico che ha ricevuto lo stesso problema. È stato solo una volta a casa mia ed ha giocato con il suo account da solo a blackjack.

Thank you for the clarification. Has your friend used the same device as you while playing blackjack on his casino account?

No, I don't think so. Not that I remember.

No, non mi pare. Non che mi ricordi

Dear nyqotz

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 nyqotz,

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 everyone,

Thank you for bringing our attention to this.

We would kindly inform you that the player's account was closed as per the following articles of our General Terms and Conditions:

9.1. The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else's name or interest;
• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;
• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;
• using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;
• engaging in money laundering, terrorism financing or any other criminal activity;
• threatening, harassing or abusing other customers or members of our staff;
• attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems;
• attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;
• attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

9.3. We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4. Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;
• contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

Thank you for understanding.

Kind regards,

Wazamba Team

Dear Wazamba Casino,

Thank you for your response.

However, as you have already assisted us with hundreds of complaints in the past, I believe you are very well aware of how our Complaint Resolution Center works. For this reason, I must admit I do not quite understand the purpose of sending us copied Terms and Conditions instead of addressing the actual case.

As you know, we do not assess complaints by simply receiving a copied section of the Terms and Conditions and then concluding that the casino’s actions were justified. In order to review the case properly, we need case-specific information.

Therefore, I would like to ask you to provide concrete reasons for closing the player’s account and confiscating his balance, together with supporting evidence for all allegations made against the player.

Feel free to send the relevant information and documents directly to me by email at jakub.m@casino.guru.

Thank you for your understanding and cooperation.

Dear everyone,

Kindly be informed that we are currently investigating this matter with out relevant department. As soon as we have more information, we will update you promptly.

Thank you for your understanding.

Sincerely,

Wazamba Team

Dear Kubo, dear Nyqotz,

Please accept our apologies for any inconvenience caused. We are still investigating this matter with our relevant department. Please let us reassure you that will will have more information soon.

Kind regards,

Wazamba Casino

Dear everyone,

Thank you for your patience. Upon review with our relevant department, please be informed that we are unable to share any details due to security concerns. We are willing to repay the amount of 50 EUR, however kindly note that the account will stay closed.

To proceed with the payment, kindly provide us with your bank details:

-Full Name (please include all names including middle names)

-E-mail

-Bank Account’s Owner name

-IBAN/Account no.

-Bank Name

-Bank location (Country)

-SWIFT/BIC

Once we receive this information, we will inform you of the next steps accordingly.

Kind regards,

Wazamba Team

Dear nyqotz,

Thank you for providing us with the details. Please be informed that we have forwarded them to our relevant department. As soon as we have more information, we will update you.

Kind regards,

Wazamba Team

Dear nyqotz,

Kindly be informed that a payment in the amount of 50 EUR has been completed and sent from our side. It should take about 3 - 5 business days for the amount to be visible on your bank account.

Thank you for your patience and understanding.

Kind regards,

Wazamba Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear nyqotz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo