Wazamba Casino - A conta do jogador permanece ativa apesar das tentativas de autoexclusão.

Hello dear, I have a gambling problem, I have been playing at this casino and I have tried to self-exclude countless times, to which they have automatically responded to my emails offering me bonuses asking why I should withdraw, to which I point out that I have a gambling problem, they ask me to agree to the closure, after that they never respond to me and have made me bet again to continue losing money, I have pointed out that I have these gambling problems but it seems that they have no interest in helping me to stop playing, instead they ignore my withdrawal requests, I request compensation or at least that the last deposits I have made be reimbursed since they have acted badly by not closing my account. Gambling addiction is not easy to eliminate and for that reason I requested exclusion to which the response was always the same in all the emails.

Hola estimados, tengo problemas de ludopatia, he estado jugando en este casino y en una infinidad de veces he intentado la autoexclusion, a lo cual me han respondido los e-mails de manera automatica ofreciendome bonos preguntando porque me retiro, a lo cual les señalo que tengo problemas con el juego, ellos me solicitan que este de acuerdo con el cierre, posterior a eso nunca más me responden y me han hecho apostar nuevamente para seguir perdiendo dinero, les he señalado que tengo estos problemas de ludopatia pero al parecer no tienen interes en ayudarte a que no siga jugando, sino que hacen caso omiso a mis solicitudes de retiro, solicito una indemnizacion o que al menos se reintegre los ultimos depositos que he realizado ya que han actuado mal a no cerrarme la cuenta. La ludopatia no es facil de eliminar y por esa razón solicite la exclusión a la cual en todos los correos siempre fue la misma respuesta.

Dear Ancoks12,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, answering your questions.

1- All my requests were made via email, since that is the way to contact support, to which I received a message stating that my request was under review and that they would contact me, after that they always asked me the reason why I wanted to self-exclude or that I had to confirm my decision, and the message I sent them was I confirm the decision to close the account, once that message was sent they never responded to my requests again.

2- I just sent the information

3- The last deposit I made was on Saturday 6/09/2025. Currently I can deposit at any time. They did not put any restrictions on me.

Hola respondiendo a tus preguntas

1- Todas mis solicitudes se realizaron via e-mail, ya que esa es la forma de contactarse con soporte, a lo cual me llegaba un mensaje con que mi solicitud estaba en revision y que me contactarian, posterior a eso siempre me preguntaban cual era la razón por la cual me queria autoexcluir o bien que tenia que confirmar mi decisión, y mi mensaje que les enviaba era Confirmo la decision de cerrar la cuenta, una vez enviado ese mensaje nunca mas respondian a mis solicitudes.

2- Acabo de enviar la informacion

3- El ultimo deposito que realicé fue el sabado 6/09/2025 actualmente puedo depositar en cualquier momento no me pusieron ninguna restricción

Hello, because I still don't have an answer, please ask for your help.

Hola porque todavia no tengo una respuesta porfavor solicito de su ayuda

Hello Ancoks12,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Perfect, thank you very much. I'll be very attentive in case we can solve it.

Perfecto muchas gracias, quedo muy atento por si podemos solucionarlo

Hello Ancoks12,

thank you for your messages, patience and for your cooperation.

I will now transfer your complaint to my colleague Matej (matej.l@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 Ancoks12, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Wazamba Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Ancoks12,

We would like to inform you that your account has now been closed as per your request.

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

 Wazamba Casino team

Wazamba Casino states that the account was closed, which is not true. I say that, having access, I request the closure and compensation for the damages caused to me.

Casino wazamba señala que la cuenta se cerró, algo que no es cierto, digo teniendo acceso, solicito el cierre y una indemnización por los perjuicios que me ha causado

Dear Ancoks12, does this mean you are still able to login into your account and deposit/play at Wazamba?

Yes, I can still log in.

Asi es todavía puedo ingresar

Dear Ancoks12,

We apologize for the delay, the account has now been permanently closed.

 We appreciate your feedback . Your satisfaction is important to us, and we want to ensure that you have a positive gaming experience.

We are happy to return 200,000 CLP, net loss since the moment of your initial closure request.

To proceed with the refund, kindly provide us with the details of your bank account as a reply to the email we have already sent to you.

Best regards,

Wazamba Casino Team

Thank you very much, I just replied to the email with my bank details.

Muchas gracias, acabo de responder el correo electronico con mis datos bancarios

I would like to thank the Wazamba Casino for the account closure and dealing with this matter swiftly. Please, let us know once the payment has been processed on your end.

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

Dear Ancoks12,

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,

Matej