Wazamba Casino - A conta do jogador permanece aberta apesar do pedido de encerramento.

On 13 May 2025, I contacted Wazamba Casino and requested permanent account closure due to gambling addiction. Despite this, the casino failed to close my account and allowed me to continue gambling. Since my initial closure request, I have lost €2,286, and as of 1 August 2025, my account is still not closed.

I made my request in good faith and expected Wazamba to respect responsible gambling policies and act in line with industry standards, especially given that self-exclusion is a legal requirement under most licensing jurisdictions. However, instead of honoring my request, the casino continued to provide access to my account and allowed deposits and gameplay, putting me at serious financial and emotional risk.

I believe Wazamba’s failure to close my account after being informed of my gambling problem constitutes a serious violation of responsible gambling obligations and possibly licensing requirements. I have screenshots and email/chat records to prove I asked for permanent closure. They reopened or failed to act without my consent or further requests from me.

This situation has had a significant negative impact on my mental health and finances, and I am determined to prevent further harm.

Thank you for your support and assistance.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Hi Veronika,

Thank you for your reply and for explaining the difference between account closure and self-exclusion I always thought that account closure was a more permanent and better option.

I’ve just forwarded the emails and messages I exchanged with Wazamba to your email address (veronika.f@casino.guru), as requested.

Please let me know if you need anything else from my side.

Best regards.

Thank you for your emails.

I have reviewed the conversations you had with the casino, and based on the available information, your previous requests to close your account did not mention gambling addiction as the reason. Please note that without this crucial detail, we are unable to request a refund of the lost deposits on the grounds of failed self-exclusion or the casino's failure to follow responsible gambling practices.

The first time gambling addiction was mentioned appears to be in your message (complaint) sent on August 2. Could you please confirm whether your account has been closed by the casino since then?

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

Dear mcpemark978,

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,

Veronika