Wazamba Casino - Hráčův účet byl neočekávaně uzavřen.

Good evening, a few months ago I created my account on Wazamba, and I was playing without issues and logging in normally. I won around 180 soles, I think, and I wanted to withdraw it. They asked me for verification of my details, which I sent. When I tried to log in again, my account was frozen. It says that I attempted to enter an incorrect password, but that’s not true. I even have my password set to autofill, and still, they closed it on me. I just want them to give me my winnings.

Buenas noches, hace meses me cree mi cuenta en wazamba, estuve jugando bien y entraba normal. Gane algo de 180 soles creo, quise retirar y me pidieron verificación de mis datos, lo envié. Y cuando quise volver a entrar me congelaron la cuenta, sale que he querido ingresar una contraseña fallida, pero no es así, es más esta para poner en automático mi contraseña y aun así me lo cerraron. Solo quiero que me den lo que gane.

Dear taiz1509,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on- slots, live casino, sports betting, etc.?
• Did you receive any confirmation regarding successful verification before you lost access to your casino account?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Hi, I honestly don't remember the last game I played. I also used to bet on sports.

My data had not yet been verified, confirmation was missing. But I sent everything they asked me for. I was logging in normally, but suddenly it closed. And it said that I had entered incorrect passwords when I hadn't. I tried to contact customer support and they told me that it was frozen and I couldn't open it again. I told them that I could give my data and they could confirm that it was me, but no, I didn't receive any more information.

Buenas, sinceramente no recuerdo bien el último juego que jugué. También hacía apuestas deportivas.

Mis datos aun no lo habían verificado, faltaba confirmación. Pero todo lo que me pedían, lo enviaba. Estaba entrando normal, de un momento a otro se cerró. Y me salió que puse contraseñas fallidas cuando no había sido así. Intente comunicarme con soporte de atención al cliente y me dijeron que estaba congelada sin posibilidad de volver abrirla. Les dije que podía dar mis datos y puedan conformar que soy yo pero no, no recibí más información

Thank you for your reply, taiz1509. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear taiz1509,

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.

Hello, sorry for the delay in answering.

As I had written, they froze my account for no reason. I had sent everything they asked me to make the withdrawal, the only thing missing was a confirmation, which was the last one. The last thing I remember I sent was an Internet bill that I paid for, I don't have my own house. My ID, my information, I sent everything. It only says that the password I entered was not correct, but it wasn't, to this day I have the password saved on my cell phone. I don't really understand what happened for them to close my account.

Buenas, disculpe la demora en contestar.

Como había escrito, me congelaron la cuenta sin razón alguna. Las cosas que me pedían para hacer el retiro lo había enviado todo, solo faltaba una confirmación que era la última. Lo que recuerdo que envié último fue un recibo de Internet que pago, casa propia no tengo. Mi Dni, mis datos, todo envié. Solo sale que la contraseña que ponía no era, pero no era así, hasta el día de hoy tengo la contraseña guardada en mi celular. No entiendo realmente que fue lo que paso para que me cerraran la cuenta

Please forward me the communication between you and the casino so we can proceed with this complaint.

Dear taiz1509,

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.

Hello, I complained to customer service and they just told me that my account was frozen and that it was impossible to recover it. What's more, when I go to the page and enter my password, it says frozen account.

Buenas, en atención al cliente di mi queja y solo eso me dijeron que estaba congelada mi cuenta y que era imposible volver a recuperarla. Es más cuando entro a la página y pongo mi contraseña, sale cuenta congelada

Thank you very much, taiz1509, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, taiz1509!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Yes please. I haven't been able to log in for several months now. And above all, I haven't been able to get what I won playing.

Si por favor. Ya son varios meses que no puedo ingresar. Y sobre todo no pude tener lo que gane jugando

Dear taiz1509,

We are pleased to request you, if you would like your account to be reopened.

Thank you for your collaboration.

Kind Regards,

Wazamba Casino Team

Wazamba Casino Team, please, let us know if player's funds are safe in their frozen account and if it would be possible to withdraw them after the reopen?

Good morning, apart from opening my account, I also want to know if I can withdraw the money since I sent all my documentation.

Buenos días, aparte de abrir mi cuenta, también deseo saber si puedo retirar el dinero ya que envié toda mi documentación.