Wazamba Casino - Hráč měl zablokovaný účet.

I first requested a payment of 300 euros, then two days later another payment of 200 euros, requesting a total of 500 euros for 2 days, waiting briefly for asking and being told it usually takes 3 working days suddenly a few hours later I wanted to register and get the Message account frozen

Ich habe erst eine auszahlung von 300 euro beantragt dann zwei tage später nochmal eine auszahlung von 200 euro beantrag zusammen 500 euro 2 tage lang gewartet kurz nach gefragt und gesagt bekommen dauert in der regel 3 werktage plötzlich wenige stunden später wollte ich mich anmelden und bekomme die meldung konto gefroren

Dear Alexander,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and advise whether you passed the KYC verification before the casino closed your account? Have you ever made a successful withdrawal before?

Did the casino provide any explanation as to why your account has been blocked? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Allegedly I had 2 accounts at the casino which is wrong only one

Angeblich hätte ich 2 accounts bei dem casino was nicht stimmt habe nur eins

Thank you very much for your reply, Alexander. I checked the general T&Cs (https://wazamba.com/en/rules) and I found the term the casino was referring to in your communication:

"3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. ..."

Is there any chance, that someone from your household or using the same IP address has created an account at this casino too? Have you accumulated your winnings with or without an active bonus?

No, I live alone ... I made the profit without a bonus

Nein wohne alleine... habe den gewinn ohne bonus erzielt

Thank you very much Alexander for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Alexander.

Thank you very much for sharing your negative experience with the casino. We will now try to get in touch with them.

Dear Alexander.

Are you aware of having duplicate accounts, or should we require evidence from the casino team? Please, be aware that having duplicate accounts is strictly forbidden almost in every casino. Could you also inform us when you receive the refund?

Dear Wazamba Casino team.

Thank you very much for your cooperation. Since the player has not confirmed your statement. Please, could you provide us with evidence to sustain your claims?

You can forward it to my email address jozef.k@casino.guru or post it into this thread, it would be marked as sensitive (not visible for the public).

Dear all,

Please excuse us for the belated reply.

We would like to inform You that the total deposit amount has been already refunded to the player’s account on 13/05/2021

Additional evidence has been forwarded via email.

We hope the above clarifies the case.

Best regards,

Wazamba Team

Yes the deposits were paid back that's true, but has it been proven that I supposedly had 2 accounts?

Ja die Einzahlungen wurden zurück gezahlt das stimmt aber wurde nachgewiesen das ich angeblich 2 Accounts hatte ?

Dear Alexander.

We have requested further information from the casino team. I am extending the timer by 7 days and I will get back to you with more information asap.

Dear all,

We would like to inform you that the relevant department has reviewed the case thoroughly.

As a result of the investigation, our Team made the decision to pay the remaining funds of the Player’s withdrawal.

This will happen in the shortest time and once the payment is completed, the Player will be informed via email.

We would like to thank everyone for their patience and understanding.

Best regards,

Wazamba.com

What does this message mean now? Wazamba could not provide me with a duplicate account because it did not exist. What does wazamba pay me for my withdrawal?

Was bedeutet jetzt diese nachricht ? Wazamba konnte mir einen doppelten account nicht nachweisen weil dieser nicht bestand . Was zahlt wazamba mir aus für meinen rückzug ?

I have now been paid the difference of 345 euros so that's done. I thank you Casino Guru team for the help and hope that wazamba is such a lie. Lg Alexander

Mir wurde jetzt die differenz von 345 euro ausbezahlt somit hat sich das erledigt ich danke euch Casino Guru team für die Hilfe und hoffe das wazamba solche lügen sein list . Lg Alexander

Dear Alexander,

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future.

Best regards, Jozef