Wazamba Casino - O pedido de autoexclusão do jogador foi ignorado.

Dear Casino Guru team,

I am contacting you to report a serious case of negligence by Wazamba Casino, which is causing very serious consequences on my psychological well-being.

As of April 8, 2025, I have repeatedly requested self-exclusion from my account due to serious gambling issues. Despite my repeated communications, the account has remained active for weeks, allowing me to continue depositing large sums of money.

This conduct, in my opinion, represents a serious violation of the duties of protection of the vulnerable player, and demonstrates a total lack of application of responsible gaming policies, as declared by the casino itself.

Not only was my request ignored for almost a month, but I only received a formal response on May 6, 2025, and only after numerous reminders. In the meantime, I continued to gamble, seriously worsening my psychological and economic state.

I believe that Wazamba has violated my rights as a player in difficulty and has not acted with due responsibility. For this reason I ask:

Full refund of all deposits made from April 8th until the actual closure of the account,

A thorough investigation into how my self-exclusion request was handled,

And the intervention of the competent authorities to protect me and other players in my situation.

I thank you for your support and remain available to provide all the useful documentation, including emails and proof of my communications with the casino.

I ATTACH PHOTOS OF THE CONTINUOUS EMAILS SENT TO WAZAMBA WITHOUT ANY KIND OF RESPONSE OR FEEDBACK AND THE RELEVANT DEPOSITS MADE DURING THE PERIODS OF SELF-EXCLUSION REQUEST, I DEMAND A REFUND OF MY DEPOSITS.

Gentile team di Casino Guru,

vi contatto per segnalare un grave caso di negligenza da parte del casinò Wazamba, che sta causando conseguenze molto pesanti sul mio benessere psicologico.

A partire dal 8 aprile 2025, ho più volte richiesto l’autoesclusione dal mio account a causa di gravi problematiche legate alla dipendenza dal gioco d’azzardo. Nonostante le mie comunicazioni ripetute, l’account è rimasto attivo per settimane, permettendomi di continuare a depositare ingenti somme di denaro.

Questa condotta, a mio avviso, rappresenta una grave violazione dei doveri di tutela del giocatore vulnerabile, e dimostra una totale assenza di applicazione delle politiche sul gioco responsabile, come invece dichiarato dal casinò stesso.

Non solo la mia richiesta è stata ignorata per quasi un mese, ma ho ricevuto una risposta formale solo in data 6 maggio 2025, e solo dopo numerosi solleciti. Nel frattempo, ho continuato a giocare, aggravando seriamente il mio stato psicologico ed economico.

Ritengo che Wazamba abbia violato i miei diritti come giocatore in difficoltà e non abbia agito con la dovuta responsabilità. Per questo motivo chiedo:

Il rimborso completo di tutti i depositi effettuati dal giorno 8 aprile fino alla chiusura effettiva dell’account,

Un'indagine accurata su come è stata gestita la mia richiesta di autoesclusione,

E l'intervento delle autorità competenti per tutelare me e altri giocatori nella mia situazione.

Ringrazio per il supporto e resto a disposizione per fornire tutta la documentazione utile, incluse email e prove delle mie comunicazioni con il casinò.

ALLEGO FOTO DELLE CONTINUE EMAIL INVIATE A WAZAMBA SENZA ALCUN TIPO DI RISPOSTA E RISCONTRO ED I RELATIVI DEPSOITI EFFETTUATI NEI PERIODI DI RICHIESTA DI AUTOESCLUSIONE, ESIGO RIMBORSO DEI MIEI DEPOSITI.

Dear antoniosalza1996,

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat as well after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests in which you informed the casino about struggling with your gambling issues? Please forward the information to my email at tomas@casino.guru
• Has the casino responded to your refund request already? What did the casino reply?

If your account in this or any other online casino is still open, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example (Wazamba casino) :

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Wazamba Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@wazamba.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

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,

Tomas

1)Could you please let us know if your account has been blocked or if you can still access it?

-I CAN STILL ACCESS

2) Did you also try contacting live chat after learning that your self-exclusion request was not accepted?

-I HAVE BEEN CONTACTING THEM EVERY DAY FOR 1 MONTH

3)Could you share your self-exclusion requests, where you informed the casino about your gambling problems? Send me the information to my email address.

• I FORWARD ALL MY REQUESTS TO YOU

Has the casino responded to your refund request yet? What did they respond to you?

-HE DIDN'T GIVE ME ANY KIND OF ANSWER

1)Potresti indicarci se il tuo account è stato bloccato o se puoi ancora accedervi?

-POSSO ANCORA ACCEDERE

2) Hai provato anche a contattare la chat dal vivo dopo aver saputo che la tua richiesta di autoesclusione non era stata accolta?

-LI CONTATTO OGNI GIORNO DA 1 MESE

3)Potresti condividere le tue richieste di autoesclusione, in cui hai informato il casinò dei tuoi problemi di gioco d'azzardo? Inviami le informazioni al mio indirizzo email. tomas@casino.guru

• TI INOLTRO TUTTE LE MIE RICHIESTE

Il casinò ha già risposto alla tua richiesta di rimborso? Cosa ti ha risposto?

-NON MI HA DATO ALCUN TIPO DI RISPOSTA

Hi thomas I sent another email today to wazamba with you in copy. Let me know

Ciao thomas ho inviato un altra email oggi a wazamba con te in copia . Fammi sapere

As if that were not enough, during this period, I continued to receive frequent promotional offers and bonuses via email, which had the clear intent of incentivizing further deposits. This behavior is unacceptable, especially considering that I was already in a documented and reported condition of vulnerability.

I believe that Wazamba has completely ignored my health status and my requests, violating the fundamental principles of responsible gaming and the rights of vulnerable players.

Forwarding bonus offer arrived 3 days ago

Come se non bastasse, durante questo periodo, ho continuato a ricevere via email frequenti offerte promozionali e bonus, che avevano il chiaro intento di incentivare ulteriori depositi. Questo comportamento è inaccettabile, soprattutto considerando che ero già in una condizione di vulnerabilità documentata e segnalata.

Ritengo che Wazamba abbia completamente ignorato il mio stato di salute e le mie richieste, violando i principi fondamentali del gioco responsabile e i diritti dei giocatori vulnerabili.

Inoltro offerta bonus arrivata 3 giorni fa

I just got another promotional offer right now, do you realize?'

mi è arrivata un altra offerta promozionale in questo preciso istante, ma si vi rendete conto??'

Dear antoniosalza1996,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wazamba Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wazamba Casino,

Could you please provide detailed information regarding this case? Specifically, we would appreciate an explanation as to why the player's account remains open despite multiple self-exclusion requests, each explicitly mentioning a gambling problem.

I kindly ask for your cooperation in clarifying this matter so we can proceed accordingly.

Thank you in advance for your attention to this issue.

Best Regards,

Kubo

I keep getting offers and bonus promotions from Wazamba, it seems surreal to me... they have no sense of protection for the player.

I want to be refunded for all the deposits made, to date the account has not yet been closed

Mi continuano ad arrivare offerte e promozioni bonus da parte di wazamba , a me sembra surreale … non hanno il minimo senso di protezione per il giocatore.

voglio essere rimborsato di tutti i depositi effettuati , ad oggi l’account non è stato ancora chiuso

Dear Kubo,

To clarify the situation, I kindly ask you to review the email we sent you.

Best Regards,

Wazamba.com

I received yet another promotional message, are you or are you pretending? Encouraging me to deposit ... but you deserve a criminal complaint

Mi è arrivato ancora un altro messaggio promozionale , ma siete o ci fate ? Incentivandomi a depositare … ma voi siete da denuncia penale

Dear antoniosalza1996,

Could you please provide any screenshots or chat transcripts to support your claim that you have been contacting the casino?

Dear Kubo,

despite having sent numerous emails to the address using my registration email , I never received any response regarding the closure of my account.

Subsequently, to try to get some feedback, I also wrote from my work address . In this case I received a response on May 6, but without closing the account or providing any concrete explanation.

Despite that response, I continued to send further emails, but have not received any further feedback since. Instead, I have continued to receive only promotional emails and offers from the casino.

I attach a screenshot to confirm the communication received.

I remain at your disposal for any further information.

Caro Kubo,

nonostante abbia inviato numerose email all’indirizzo support@wazamba.com utilizzando la mia email di registrazione antoniosalza1996@libero.it, non ho mai ricevuto alcuna risposta relativa alla chiusura del mio account.

Successivamente, per cercare di ottenere un riscontro, ho scritto anche dal mio indirizzo di lavoro antonio.salza@spacefactorysrl.it. In questo caso ho ricevuto una risposta in data 6 maggio, ma senza che venisse effettuata la chiusura dell’account né fornita alcuna spiegazione concreta.

Nonostante quella risposta, ho continuato a inviare ulteriori email, ma da allora non ho ricevuto più alcun riscontro. Al contrario, ho continuato a ricevere solamente email promozionali e offerte dal casinò.

Allego uno screenshot a conferma della comunicazione ricevuta.

Resto a disposizione per qualsiasi ulteriore informazione.

Even though I had confirmed, the account was always open, without the possibility of closing it and therefore continuously leading me to pay and lose money, only when I wrote on this platform after almost 2 months of closure reminders, my account was closed

Nonostante avessi confermato , l’account è stato sempre aperto , senza possibilità di chiusura e quindi portandomi continuamente a versare e perdere soldi, solo quando ho scritto su questa piattaforma dopo quasi 2 mesi di solleciti di chiusura , mi è stato chiuso il conto

Hello antoniosalza1996,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear antoniosalza1996,

I apologize for the delay in addressing this matter, which was due to my recent sick leave. I’m now back and ready to continue working on the resolution process.

I’d like to follow up on my previous request regarding chat transcripts or screenshots. When my colleague Tomas asked whether you had contacted the casino via live chat, you responded that you had been reaching out to them daily for a month. Could you please provide any evidence of that communication - such as chat transcripts or screenshots?

Previously, you mentioned sending additional emails from both your registered and work email addresses. However, what we’re specifically looking for is correspondence outside of email. Have you attempted to contact the casino through any other channels (e.g., live chat, social media) after realizing that email communication was not effective?

Thank you in advance for your cooperation. I look forward to your reply.

Thanks for your reply and for taking the case back. I hope you have made a full recovery.

I confirm that I have contacted support numerous times via Wazamba live chat, repeatedly reporting my request for self-exclusion and the ineffectiveness of the emails sent. However, each time the chat operators responded that they could not do anything about it and simply invited me to continue writing via email.

I also sent the self-exclusion request via my personal work email address, and actually received a response. However, despite this correspondence, the account was never closed, unfortunately allowing me to continue depositing significant amounts.

Unfortunately I did not keep the chat transcripts, but I assume that the casino has an internal archive of communications, which can easily confirm the above.

I remain available to provide further details or clarifications useful for evaluating the case.

Best regards,

antoniosalza1996

grazie per la tua risposta e per aver ripreso in mano il caso. Spero che tu ti sia ripreso completamente.

Confermo di aver contattato numerose volte l’assistenza tramite la live chat di Wazamba, segnalando ripetutamente la mia richiesta di autoesclusione e l’inefficacia delle email inviate. Tuttavia, ogni volta gli operatori della chat mi rispondevano che non potevano fare nulla in merito e mi invitavano semplicemente a continuare a scrivere via email.

Inoltre, ho inviato la richiesta di autoesclusione anche tramite il mio indirizzo email personale di lavoro, e ho effettivamente ricevuto una risposta. Tuttavia, nonostante questa corrispondenza, l’account non è mai stato chiuso, permettendomi purtroppo di continuare a depositare somme significative.

Purtroppo non ho conservato le trascrizioni delle chat, ma presumo che il casinò disponga di un archivio interno delle comunicazioni, che può facilmente confermare quanto sopra.

Resto disponibile per fornire ulteriori dettagli o chiarimenti utili alla valutazione del caso.

Cordiali saluti,

antoniosalza1996

Dear kubo, if I can I will send you via my company email the emails forwarded to wazamba and the related replies

Caro kubo se posso ti invio tramite email mia aziendale le email inoltrate a wazamba e le relative risposte

Dear antoniosalza1996,

Thank you for forwarding the email correspondence with the casino.

Would you, by any chance, be able to recall specific dates when you contacted the casino’s live chat support regarding your unapplied self-exclusion? This information would be very helpful.

Dear Wazamba Casino,

I kindly request that you provide the chat transcripts with the player dating from April 8 onward. Please send them to my email address at your earliest convenience.

Thank you in advance.

Dear Casino Guru team,

I would like to provide you with further important details regarding my complaint against Wazamba for failure to implement my self-exclusion request.

After sending the first request via email on April 8, 2025, I continued to solicit the casino's support through 16 emails sent on different dates to the address , all without ever receiving a response. Attached is a screenshot that shows the sending of these emails, which contained a clear and urgent request to block my account for reasons related to serious gambling problems.

In an attempt to get some feedback, I contacted customer support via live chat on April 8, April 23, April 29, and April 30, 2025. On each of these occasions, the operators repeatedly urged me to email them again. , assuring me that they would "encourage the appropriate department" to respond. Despite these assurances, none of my emails ever received a response.

I find this situation absurd and grossly negligent: 16 ignored emails and multiple useless chat contacts, while I continued to receive promotional emails encouraging me to deposit and play, despite having clearly explained my addiction problems.

Only after opening this complaint on Casino Guru did I notice any movement from the casino, which reinforces the impression that Wazamba deliberately ignored my every request until an external enforcement platform got involved.

I therefore reiterate my request for a refund of all deposits made from April 8, 2025, the date on which I requested self-exclusion.

I sincerely thank you for your commitment and remain available for any further clarifications or tests.

Caro team di Casino Guru,

desidero fornirvi ulteriori dettagli importanti in merito al mio reclamo contro Wazamba, per mancata applicazione della mia richiesta di autoesclusione.

Dopo aver inviato la prima richiesta via email in data 8 aprile 2025, ho continuato a sollecitare il supporto del casinò attraverso ben 16 email inviate in date diverse all’indirizzo support@wazamba.com, tutte senza mai ricevere una risposta. In allegato trovate uno screenshot che testimonia l’invio di queste email, che contenevano una chiara e urgente richiesta di blocco del mio account per motivi legati a gravi problemi di gioco.

Per cercare di ottenere un riscontro, ho contattato l’assistenza clienti via live chat in data 8 aprile, 23 aprile, 29 aprile e 30 aprile 2025. In ciascuna di queste occasioni, gli operatori mi hanno ripetutamente invitato a inviare nuovamente un’email a support@wazamba.com, assicurandomi che avrebbero "incentivato il dipartimento competente" a rispondere. Nonostante tali rassicurazioni, nessuna delle mie email ha mai ricevuto risposta.

Trovo questa situazione assurda e gravemente negligente: 16 email ignorate e più contatti in chat inutili, mentre continuavo a ricevere email promozionali che mi incentivavano al deposito e al gioco, nonostante avessi spiegato chiaramente i miei problemi di dipendenza.

Solo dopo l’apertura del presente reclamo su Casino Guru ho notato un minimo movimento da parte del casinò, il che rafforza l'impressione che Wazamba abbia deliberatamente ignorato ogni mia richiesta fino a quando non è stata coinvolta una piattaforma di tutela esterna.

Ribadisco quindi la mia richiesta di rimborso di tutti i depositi effettuati a partire dall’8 aprile 2025, data in cui ho richiesto l’autoesclusione.

Vi ringrazio sinceramente per il vostro impegno e resto a disposizione per eventuali ulteriori chiarimenti o prove.

Dear Kubo,

Thank you for your request.

Kindly check your email, as we have already sent you the requested chat transcripts.

If you need any further assistance, please don’t hesitate to let us know.

Best regards,

Wazamba Team

Dear Wazamba Casino,

Thank you for providing the requested chat transcripts. After careful review, I must acknowledge the player’s claim that he reached out to your live chat support to disclose his gambling problems and his repeated requests for self-exclusion went unaddressed.

The player first contacted live chat on April 8, the same day he sent his initial self-exclusion request via email. Although your support advised him to send the request via email, he has provided evidence of these emails, contrary to your claim that such emails were not received. On April 14, the player again reached out to support, where the agent confirmed that his request was under review by the relevant department and advised him to await a confirmation email - which never arrived. The agent also assured the player that his case had been marked as urgent and prioritized.

Despite these assurances, the player’s account remained active at least until May 16, and possibly beyond, allowing him to continue gambling despite his clear request for exclusion.

Based on the evidence, the player has fulfilled all reasonable criteria to qualify for a refund of his deposits. He engaged all available channels to inform you of his situation, including communication from an alternate email address when his registered address appeared to be non-operational. It is beyond reasonable doubt that your casino was made aware of the player’s gambling problem but failed to take timely protective action to prevent further harm.

From our perspective, the player is eligible for a refund of all deposits made since the initial self-exclusion request on April 8.

Thank you for your understanding and cooperation. I look forward to your prompt response.

Dear Kubo,

I sincerely thank you for your detailed response and for the attention you have given to my case. I read with great relief your analysis, which clearly acknowledges what happened: despite my repeated requests for self-exclusion, the casino continued to allow me to deposit and play, further aggravating an already difficult situation.

I really appreciate the way you have accurately reconstructed the chronology of events and highlighted the obvious responsibilities on the part of the operator. Hearing that, in your opinion, I have met all the criteria to be entitled to a refund finally gives me a sense of justice.

I hope that, thanks to your intervention, the situation can be resolved positively as soon as possible. In the meantime, I renew my gratitude for the professional, human and impartial support that you have shown me.

Warm regards and thanks again,

Caro Kubo,

ti ringrazio sinceramente per la tua risposta dettagliata e per l’attenzione che hai dedicato al mio caso. Ho letto con grande sollievo la tua analisi, che riconosce chiaramente quanto accaduto: nonostante le mie ripetute richieste di autoesclusione, il casinò ha continuato a permettermi di depositare e giocare, aggravando ulteriormente una situazione già difficile.

Apprezzo molto il modo in cui hai ricostruito con precisione la cronologia degli eventi e hai evidenziato le responsabilità evidenti da parte dell’operatore. Sentire che, secondo voi, ho soddisfatto tutti i criteri per avere diritto al rimborso mi dà finalmente un senso di giustizia.

Spero che, grazie al vostro intervento, la situazione possa risolversi positivamente al più presto. Nel frattempo, ti rinnovo la mia gratitudine per il supporto professionale, umano e imparziale che mi hai dimostrato.

Un caro saluto e grazie ancora,

Dear Casino Guru team,

Thank you for your detailed message and for sharing your assessment of the situation.

We acknowledge the concerns raised and kindly ask for a bit of time to re-evaluate the case thoroughly in light of the latest findings.

We are committed to finding a fair and responsible resolution and will provide an update as soon as possible.

We appreciate your patience and cooperation.

Kind regards,

Wazamba Casino Team

Dear Kubo,

I am writing to provide you with an update and timely summary of the deposits made to my account despite my self-exclusion request submitted on April 8th.

From the documentation currently in my possession, approved deposits totaling €397 were made between April 23 and May 5, 2025.

Unfortunately, I do not have access to the full data for deposits made between April 8 and April 23, which is the period immediately following my initial self-exclusion request and which I believe is most relevant to the analysis of the case.

Additionally, I have no visibility into any transactions that occurred after May 5th and up until the actual date of my account closure, which could further exacerbate the extent of the damage suffered.

In light of the above, I believe that the amount to be refunded may be much higher than the €397 already documented, and I rely once again on your professionalism and impartiality to help me obtain justice in this situation.

I remain available to provide further information or documents if necessary.

Caro Kubo,

ti scrivo per fornirti un aggiornamento e un riepilogo puntuale sui depositi effettuati sul mio account nonostante la mia richiesta di autoesclusione inviata l’8 aprile.

Dalla documentazione attualmente in mio possesso, risultano depositi approvati per un totale di 397 € effettuati tra il 23 aprile e il 5 maggio 2025.

Purtroppo non ho accesso ai dati completi relativi ai depositi effettuati tra l’8 aprile e il 23 aprile, ovvero nel periodo immediatamente successivo alla mia richiesta iniziale di autoesclusione, e che ritengo sia il più rilevante per l’analisi del caso.

Inoltre, non ho visibilità sulle eventuali transazioni avvenute dopo il 5 maggio e fino alla data effettiva di chiusura del mio account, che potrebbero ulteriormente aggravare l’entità del danno subito.

Alla luce di quanto sopra, ritengo che l’importo da rimborsare possa essere ben superiore ai 397 € già documentati, e mi affido ancora una volta alla tua professionalità e imparzialità per aiutarmi a ottenere giustizia in questa situazione.

Resto a disposizione per fornire ulteriori informazioni o documenti qualora fossero necessari.

Dear antoniosalza1996,

Thank you very much for your continued patience.

We’re pleased to inform you that we have now carefully reviewed your case, and have just sent you an email with a proposed solution.

We kindly ask you to check your inbox and get back to us at your earliest convenience.

We sincerely hope that our offer will be satisfactory and serve as a fair and responsible resolution to your concerns.

Please accept our apologies for the long wait and any inconvenience caused throughout the process.

Should you need any further assistance, we remain fully at your disposal.

Kind regards,

Wazamba Team

Dear wazamba, I have now forwarded the bank details, I await the transfer thanks

Gentile wazamba , ho inoltrato ora i riferimenti bancari, attendo bonifico grazie

let me know if the references have arrived

fatemi sapere se sono arrivati i riferimenti

Dear Wazamba Casino,

Thank you for the update and for your re-evaluation.

Dear antoniosalza1996,

It appears that the casino has made you an offer which you’ve accepted - that’s great news!

Would you mind sharing the details of the offer and your thoughts on it?

Thank you!

THIS WAS MY ANSWER, BUT I HAVEN'T RECEIVED ANYTHING YET...

QUESTA E' STATA LA MIA RISPOSTA, MA NON HO ANCORA RICEVUTO NIENTE ...

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

Dear antoniosalza1996,

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