Wazbee Casino - O levantamento dos prémios dos jogadores está atrasado.

Hi, I deposited a lot of money into the casino, then requested a withdrawal of €400. They asked me for documents, which I sent, and then they told me I had passed the KYC check and that the account had been verified. I made the withdrawal request, but after a while, they blocked my account, and despite several emails and chats, they didn't tell me the reason. This is a casino that usually pays out within 30 minutes of the withdrawal request.

Salve ho versato parecchi soldi sul casino poi ho richiesto un prelievo di 400 euro mi hanno chiesto i documenti ho inviato e poi mi hanno detto che ho superato il controllo kyc e che il conto e stato verificato: Faccio la richiesta di prelievo e dopo un po mi bloccano il conto e nonostante varie email e contatto in chat non mi dicono il motivo. Questo e un casino che paga entro massimo 30 minuti dalla richiesta di prelievo in genere,

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If anything seems suspicious, contact us directly.

Stay safe.

Dear billyplay,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They closed my account, telling me I violated the casino's terms and conditions. They told me I had multiple gaming accounts. I actually had an account at this casino, but it was permanently closed some time ago. So, I currently only have one account at this casino, and I haven't violated any rules. At this point, if they want to close my account and not pay the €400 withdrawal, they'll have to refund all the deposits I made into that account.

Mi hanno chiuso il conto dicendomi che ho violato i termini e condizioni del casino. Mi hanno scritto che ho piu conti gioco, In realta' avevo un conto gioco su questo casino' ma e stato chiuso definitivamente tempo fa'. Quindi ho un solo account attualmente su questo casino', non violato nessun regolamento. A questo punto se mi vogliono cxhiudere il conto e non pagare il prelievo da 400 euro, mi devono restituire tutti i versamenti che ho fatto su questo conto.

Dear billyplay,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

They closed my account, telling me I violated the casino's terms and conditions. They told me I had multiple gaming accounts. I actually had a gaming account at this casino, but it was permanently closed some time ago. So, I currently only have one account at this casino, and I haven't violated any rules. At this point, if they want to close my account and not pay the €400 withdrawal, they'll have to refund all the deposits I made to this account.

Mi hanno chiuso il conto dicendomi che ho violato i termini e condizioni del casino. Mi hanno scritto che ho piu conti gioco, In realta' avevo un conto gioco su questo casino' ma e stato chiuso definitivamente tempo fa'. Quindi ho un solo account attualmente su questo casino', non violato nessun regolamento. A questo punto se mi vogliono cxhiudere il conto e non pagare il prelievo da 400 euro, mi devono restituire tutti i versamenti che ho fatto su questo conto

Dear billyplay, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear billyplay,

Thank you for your response and for the information provided so far.

To better understand your situation regarding the alleged multiple accounts, could you please clarify a few additional details:

– Could you please explain why your previous account was permanently closed?

– Do you have any emails or screenshots from the casino confirming the closure of your previous account?

– If possible, please share any communication related to that account closure.

This information is very important for us to assess whether the casino’s decision regarding multiple accounts is justified.

You can upload the evidence directly here or send it to my email at karla.m@casino.guru.

Thank you in advance for your cooperation.

Karla

Hi, I asked for my account to be closed. However, even though they claim to have violated the rules, they shouldn't have made me deposit almost €1,000 and then told me I violated the rules when I made the withdrawal. If they don't pay my withdrawal, they should reverse all my deposits. As you can see from the attachment I sent to your email address, the previous account was permanently closed, so no more accounts in that mess.

Salve avevo chiesto io la chiusura del conto. Pero loro anche se dicono di aver violato le regole non avrebbero dovuto farmi versare quasi 1000 euro e poi dirmi che ho violato le regole al momento del prelievo. Se non mi pagano il prelievo mi devono stornare tutti i versamenti che ho fatto. Il conto precedente come si vede dall'allegato che le ho inviato al suo indirizzo email era stato chiuso definitivamente quindi non piu conti in quel casino

Dear billyplay,

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, Michal V, (michal.v@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,

Karla Mayfly

Hello billyplay,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wazbee Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello!

Thank you for your patience.

We would like to clarify this case.

The client permanently closed their gaming account on March 13, 2026.

On March 31, 2026, the client deliberately created a new account, bypassing the system by using different personal details: a phone number, email address, and residential address.

On April 1, the client won funds and submitted a withdrawal request. As part of the standard procedure, the system automatically requested identity and address verification via the Sumsub platform, as well as confirmation of the payment methods.

Following this, the client’s withdrawal request underwent a manual review. During this process, it was determined that the account in question was a newly created duplicate of the original account that had previously been permanently closed.

The creation of duplicate accounts constitutes a violation of the Terms and Conditions. As a result, the account has been blocked.

Terms and Conditions:

2. Your Obligations 

2.1 You may open only one account. If You open another account WazBee may void all bets made from this duplicate account. 

3. Your Account 

<…> 

3.2. Account must be registered in Customer own, correct, name and personal details and it shall only be issued once for Customer and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. <…>

I did not change any data in the new registration, both the residence and the telephone number were identical to the previous account only the email address was different, so if you thought it was not possible to create another account you should not have made me deposit about 900 euros you should have closed the account immediately, you closed it only when it came to withdrawing

Io non ho cambiato nessun dato nella nuova registrazione, sia la residenza che il numero di telefono erano identici al conto precedente solo l'indirizzo email era diverso, Quindi se voi pensavate che non era possibile creare un altro conto non mi dovevate far versare circa 900 euro dovevate chiudere subito il conto, lo avete chiuso solo quando si trattava di prelevare

Dear Wazbee Casino,

Thank you for the reply. Could you provide me with evidence that the two accounts in question differ in personal details: a phone number, email address, and residential address? Please provide everything to michal.v@casino.guru. I will be waiting to hear from you.

Thank you for your patience.

Michal, we have sent you an email with the requested information.

Dear billyplay,

I have received the evidence from the casino and, contrary to your statement, the telephone number is different in both accounts. Could you comment on this fact?

I have two phone numbers. I don't remember if I wrote the first number or the second. Excuse me, just because the phone number changes, did I falsify the information? Name, surname, date of birth, and address are identical. I didn't change anything. And in any case, the fact remains that I paid money that they collected and owe me a refund.

Io ho due numeri di telefono non ricordo se ho scritto il primo numero o il secondo. Ma scusate solo perche cambia il numero di telefono ho falsificato i dati? Nome cognome data di nascita e indirizzo sono identici. Non ho cambiato nulla. E comunque sia resta il fatto che hoversato soldi che loro hanno incassato e devovono rimborsarmi.

Dear billyplay,

The situation largely depends on the accuracy of the information you provided during the registration process, as well as the ownership of the phone numbers you submitted. If you registered with a phone number that is not associated with your name, it could be viewed as fraudulent activity. Additionally, I would like to clarify that the addresses associated with both accounts are not identical, despite your claims; there are several discrepancies present.

Dear Wazbee Casino,

If a player has used identical personal information while registering as that of the original account, would the system recognize this immediately and prevent the completion of the registration process?

Can you explain to me what's different about the address? They had a copy of the ID. How could the address be different? Fraudulent for what reason? Lost 900 euros?

Mi spiega cosa c'e di diverso nell'indirizzo? Loro hanno avuto la copia del documento di identita' Come pu' essere diverso l'indirizzo? Fraduolenta per quale motivo? Aver perso 900 euro?

Hello,

Thank you for your patience.

The player used different contact details during registration, including a different email address and phone number. For this reason, the system could not automatically detect and prevent the new registration at the initial stage.

If an existing player attempts to register again using any contact detail that has already been used on the platform, such as the same email address or phone number, the system will not allow the registration to proceed.

Dear Wazbee Casino,

Although the player used a different email and phone number for the second account, the player claims that this information is correct, nevertheless, and the phone numbers were verified. I believe that an identical name, surname, date of birth, and country should have been sufficient for the system to match the player with a previously self-excluded account, and they should not have been able to complete the registration. Would you be willing to reconsider your decision and refund the player?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

The customer's original account was blocked at their own request due to gambling addiction.

The second account was initially able to register because different contact details were used.

At the registration stage, the system evaluates only these specific data points.

A more thorough manual review was conducted when the first withdrawal request was submitted. During this review, matching details were identified, and the account was subsequently restricted in accordance with the policies.

We would also like to note that the customer's most recent deposit has already been refunded.

If the system only evaluates email, you need to change it. Meanwhile, you've cashed out around €900 without giving me a chance to win. And while I may have violated the terms, that's not the case. The money I paid to the casino must be returned. You refunded me €25 out of €900. This is called a scam.

And I repeat, I have not violated anything!! My data is the same as in this account and the other one.

So you shouldn't have made me deposit money, but no. Everything was fine until I deposited, then when I won you blocked the account!!

Se il sistema valuta solo l'email dovete cambiarlo, intanto voi avete incassato 900 euro circa senza darmi la possibilita' di vincita. E anche se il sottoscritto potrebbe aver violato i termini e' non e' cosi.!! I soldi versati al casino devono essere restituiti!! mi avete rimborsato 25 euro su 900. Questa si chiama truffa.!!

E ripeto io non ho violato nulla!! I miei dati sono quelli sia in questo account che nell'altro.

Qundi non dovevate farmi versare denaro, invece no. voi fino a quando ho versato era tutto ok, poi al momento della vincita avete bloccato il conto!!

Dear Wazbee Casino

The concern at hand arises from the fact that both the email address and telephone number in question belong to the same player. For instance, if the player were to create five accounts using five different email addresses, it would be reasonable to consider the player as potentially misusing the system. However, in this particular case, I do not see a discrepancy in an individual possessing two legitimate email addresses and phone numbers.

I also believe that, given the requirement for players to provide comprehensive personal information when creating an account, it would be prudent to cross-check this information (besides emails and telephone numbers) against the database of self-excluded accounts. Implementing such a measure would help prevent individuals from creating duplicate accounts by using different email addresses or phone numbers, while maintaining the same personal information. This enhancement would align with the standards expected of casinos marked as "Fair & Safe".

Therefore, I kindly request one more time that you reconsider your decision regarding the refund for the player in question. Thank you for your continued attention to this case.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We apologize for the delay in our response.

Michal, we have sent you an email.

Dear Wazbee Casino,

Thank you for the email. I have provided a reply.

Dear billyplay,

The discussion regarding your second account is still ongoing. I will be informing you as soon as I have relevant updates to share. Thank you for your patience so far.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for your patience.

Michal, we have replied to your email regarding this matter.

Dear billyplay,

Following the email discussion, the casino has agreed to refund the disputed amount of €400. They will also provide their statement here in the thread.

Dear Wazbee Casino,

Could you let us know what else you need from the player to process the refund?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

A transfer of EUR 400 has been completed to the client's bank card.

Dear Massimo (billyplay), could you please confirm that the funds have been received?

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

Dear billyplay,

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,

Michal