Wazamba Casino - O depósito do jogador está atrasado e não foi resolvido.

I made my first deposit of 100 euros, but it didn't arrive in my casino account, even though the money was debited from my bank account. I have contacted the casino several times and written to the live chat, and I get a different answer every time! Sometimes they say to contact the bank, then they promise that the money will be returned within 3-5 days, etc. It has all been a lie!

The bank advised me to contact the payee, and I have done so several times. However, the problem is not resolved and I am still waiting for my money!

Tein ensimmäisen talletuksen 100 euron summalla, mutta se ei saapunut kasinotililleni, vaikka raha veloitettiin pankkitililtäni. Olen ottanut useita kertoja yhteyttä kasinoon ja kirjoittanut live-chattiin, josta saan joka kerta erilaisen vastauksen! Välillä sanotaan, että ota yhteyttä pankkiin, sitten taas luvataan, että rahat palautuvat 3–5 päivän kuluessa jne. Kaikki on ollut valetta!

Pankki kehotti ottamaan yhteyttä maksun saajaan, ja olen tehnyt niin useita kertoja. Ongelmaa ei kuitenkaan ratkaista, ja odotan yhä rahojani!

Dear christellabaumann,

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

If your deposit was never credited to your casino account, the best step is to contact your payment provider. They need to investigate the transaction, but please keep in mind that this process can take up to a month. In such cases, the casino typically has no control over the situation. In the meantime, I strongly recommend not making any further deposits until the issue is fully resolved.

If the funds were lost during the transaction, it may take some time before they are credited to your casino account.

• Could you please provide the transaction number?
• Additionally, please forward any relevant communication to petronela.k@casino.guru so we can review it.

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,

Petronela

The payment was made to the casino account via S-Bank, but the money did not arrive, even though the amount was debited from my account. Initially, I was told that in such cases the money is usually automatically returned to the bank account and that I should contact the bank.

A few days later I wrote to the casino again and received a reply that I would get my money back within 3-5 days.

Today it has been 7 days, and I received the following response from the bank:

I checked your information and the payment of 26.03.2025 Naale Limited - 100.00 euros has not been returned to your account. You should inquire about the refund and its schedule from the payer, depending on up to two weeks.

When I contacted the casino again, they asked me for proof of payment and claimed that the matter had been investigated because they did not have a copy of the payment confirmation before. However, this is not true as I have sent proof of payment several times already last week. I have also sent emails to which there has been no response at all.

Maksu tehtiin S-Pankin kautta kasinotilille, mutta rahat eivät saapuneet perille, vaikka summa veloitettiin tililtäni. Aluksi sain vastauksen, että tällaisissa tapauksissa rahat palautuvat yleensä automaattisesti pankkitilille ja että minun tulisi ottaa yhteyttä pankkiin.

Muutama päivä myöhemmin kirjoitin kasinolle uudelleen ja sain vastauksen, että saan rahat takaisin 3–5 päivän kuluessa.

Tänään on kulunut jo 7 päivää, ja sain pankilta seuraavan vastauksen:

Tarkistin tietojasi, että maksu 26.03.2025 Naale Limited - 100,00 euroa ei ole palautunut tilillesi. Maksun palautuksesta ja sen aikataulusta tulisi tiedustella maksun veloittajalta, riippuen jopa kaksi viikkoa.

Kun otin uudelleen yhteyttä kasinoon, minulta pyydettiin maksun vahvistusta ja väitettiin, että asia on annettu tutkittavaksi, koska heillä ei ollut aiemmin kopiota maksuvahvistuksesta. Tämä ei kuitenkaan pidä paikkaansa, koska olen lähettänyt maksutositteen useita kertoja jo viime viikolla. Lisäksi olen lähettänyt sähköposteja, joihin ei ole vastattu ollenkaan.

Hi christellabaumann,

Thank you for your follow-up and for providing additional details.

I had a look at the screenshots you attached in your first reply, and I apologize if I missed it, but I wasn’t able to find the transaction number in them. Additionally, I’d like to kindly mention that we haven’t received any email from you at petronela.k@casino.guru so far. Could you please resend any relevant communication with the casino to that address?

Having the complete payment information — especially the transaction number — is crucial for us to be able to investigate and try to help you further.

Thank you in advance for your cooperation.

The matter is still unresolved, I replied to the email.

Asia on edelleen ratkaisematta, vastasin sähköpostiin.

Dear all,

Thank you for reaching out!

Please be informed that the deposit of the customer was successfully credited to the account on the 7th of April.

We are wishing you a pleasant experience on our website!

Best regards,

Wazamba team

Thank you, Wazamba Casino, for the clarification regarding the deposit.

Dear christellabaumann, could you please confirm whether the funds have now been successfully credited to your account? Your confirmation will help us determine if any further action is needed.

Looking forward to your reply.

Dear christellabaumann,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru