Wazamba Casino - Hráčův účet byl zablokován.

Very good days. I have been playing on the "Wazamba" platform for about two weeks. During this time, I have been able to make deposits worth about 10,000 euros, as well as two withdrawals, with an approximate value of about 4,000 euros. My account was verified a few days ago with my documentation. Yesterday, when trying to access my account, I get a message saying that my account is "temporarily blocked" because I entered the wrong password (which is not true). Well, I contact customer service and they tell me that, indeed, the administration has decided to permanently block my account (I have all the transcripts of the conversations, in case you need them) without the possibility of reopening it. At the time of that decision, I had a pending withdrawal of €2,000 and a balance in my player account of about €2,930, making a total of almost €5,000. I have tried to contact the financial department, as well as my VIP manager, but no one answers me. I do not understand this decision, much less leave me without my almost 5000 euros. I don't know if it's the country I'm playing from, Spain, although it doesn't appear on their list of prohibited countries (in their terms and conditions) and my account was recently verified. Another reason may be that I, last Monday, requested the closure of my account through customer service. They told me that they had to discuss it with my VIP manager. That same day, after a few hours, I requested the cancellation of said closure so that my account would remain open (attached conversation with customer service). Said service assured me that my account would remain open and that they would make sure of it. Yesterday I suffered an anxiety attack after all this situation. I only want what is mine, my almost 5000 euros. Otherwise, I will claim until the last consequences so that they return all the deposits made. Thank you for your time.

Muy buenos días. Llevo jugando en la plataforma "Wazamba" unas dos semanas. En este tiempo, he podido realizar depósitos por valor de unos 10.000 euros, así como dos retiradas, con un valor aproximado de unos 4000 euros. Mi cuenta se verificó hace unos días con mi documentación. Ayer, al intentar acceder a mi cuenta, me aparece un mensaje que dice que mi cuenta está "temporalmente bloqueada" por haber introducido mal la contraseña (cosa que no es verdad). Pues bien, me pongo en contacto con atención al cliente y me dice que, efectivamente, la administración ha decidido bloquear mi cuenta (tengo todas las transcripciones de las conversaciones, por si las necesitan) de manera permanente sin posibilidad de reabrirla. En el momento de dicha decisión, yo tenía una retirada pendiente por valor de 2000 euros y un balance en mi cuenta de jugador de unos 2930 euros, lo que hace un total de casi 5000 euros. He intentado ponerme en contacto con el departamento financiero, así como con mi gestor VIP, pero nadie me contesta. No entiendo dicha decisión, y mucho menos dejarme sin mis casi 5000 euros. No sé si se trata del país desde el que juego, España, aunque no aparece en su lista de países prohibidos (de sus términos y condiciones) y mi cuenta estaba recientemente verificada. Otro motivo puede ser que yo, el pasado lunes, solicitara el cierre de mi cuenta a través del servicio de atención al cliente. Ellos me dijeron que lo tenían que hablar con mi gestor VIP. Ese mismo día, pasadas unas horas, solicité la cancelación de dicho cierre para que mi cuenta permaneciera abierta (adjunto conversación con atención al cliente). Dicho servicio me aseguró que mi cuenta permanecería abierta y que se aseguraría de ello. Ayer sufrí un ataque de ansiedad pos toda esta situación. Yo solo quiero lo que es mío, mis casi 5000 euros. En caso contrario reclamaré hasta las últimas consecuencias para que me devuelvan todos los depósitos realizados. Gracias por su atención.

Dear Felmelvil,

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. Do I understand correctly that this was your first withdrawal attempt? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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.

Best regards,

Kristina

Hello Kristina, thank you for your answer. I will go step by step answering your questions:

1. No, this was not my first withdrawal attempt. He had previously withdrawn other amounts, always satisfactorily.
2. Accumulated winnings were all without an active bonus. It was all with the money from my deposits.
3. The Wazamba portal, through its various emails and its WhatsApp channel, has not contacted me at the moment. I do have conversations with "customer service" in which they assure me that the closure is the decision of the "casino administration" and that they will contact me, although they have not done so yet.
4. My account is successfully verified with the required documentation.

As an update to the claim filed, I would like to highlight that today, April 28, 2023, I have received the pending withdrawal of 2,000 euros in my bank account. This is something that surprises me, since yesterday I already had the account blocked. So my claim remains at the 2936 euros that I had in my player account. (attached capture)

Thanks for your time and attention.

Hola Kristina, gracias por tu respuesta. Iré paso a paso respondiendo a sus preguntas:

1. No, este no fue mi primer intento de retiro. Previamente había retirado otras cantidades, siempre de manera satisfactoria.
2. Las ganancias acumuladas fueron todas sin un bono activo. Todo fue con el dinero de mis depósitos.
3. El portal Wazamba, a través de sus diversos correos electrónicos y su canal de Whatsapp, no se ha puesto en contacto conmigo por el momento. Sí tengo conversaciones con el servicio de "atención al cliente" en las que me aseguran que el cierre es decisión de la "administración del casino" y que ellos se comunicarán conmigo, aunque todavía no lo han hecho.
4. Mi cuenta está correctamente verificada con la documentación requerida.

Como actualización a la reclamación interpuesta, me gustaría destacar que hoy, 28 de abril de 2023, he recibido en mi cuenta bancaria la retirada por valor de 2000 euros que estaba pendiente. Esto es algo que me sorprende, ya que ayer ya tenía la cuenta bloqueada. Así que mi reclamación se queda en los 2936 euros que tenía en mi cuenta de jugador. (adjunto captura)

Gracias por su tiempo y atención.

Thank you for your reply, Felmelvil. I am happy to hear that you have received €2,000. I will change the dispute value to €2,936.

Have you tried contacting the casino to see if the remaining balance will also be sent to you?

Dear Felmelvil,

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 Kristina. Thank you very much for your help and sorry for replying so late. I have already solved the problem of these withdrawals with "Wazamba". Thank you very much for your help.

Hola Kristina. Muchas gracias por tu ayuda y disculpa por haber contestado tan tarde. Ya he resuelto el problema de estas retiradas de dinero con "Wazamba". Muchas gracias por vuestra ayuda.

Dear Felmelvil,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru