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Subject: Official Complaint – Retroactive rule change and unpaid tournament winnings (€1,000) – [ALIGATOR]

Tournament start 9.1.2026

End 18 1.2026

​Text:

​To whom it may concern,

​I am filing an official complaint regarding a tournament win of €1,000 at Wazamba Casino that has not been paid out.

​I entered the tournament on [uveďte přibližné datum, kdy jste začal hrát] and deposited my own funds under the terms and conditions valid at that time. However, midway through the tournament, the casino unilaterally decided to change the rules and announced that winnings from this tournament would not be paid out.

​I find this practice completely unacceptable and in violation of Fair Play principles. A casino cannot retroactively change the terms of a competition once a player has already invested money and participated. When I joined the tournament, I did so with the expectation that the advertised prize pool was guaranteed.

​The support team has ignored my previous attempts to resolve this, simply stating they will not pay.

​I demand the following:

​The full payout of my legitimate winnings in the amount of €1,000.

​A clear explanation as to why rules were changed during an active event after players had already deposited funds.

​If this matter is not resolved within 7 days, I will escalate this complaint to all relevant gambling authorities and continue to share my experience on public mediation platforms such as AskGamblers and Casino.guru to warn other players.

​Thank you for your prompt response.

​Regards,

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Ales78,

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. 

• Have you ever participated in this casino's tournaments before?
• Could you please prove that you were in a winning place and what the prize for this place was? Are the results publicly available anywhere?
• Was this a free-entry tournament, or did it require a deposit to participate?

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,

Attila

Hello. Thank you for opening my case.

I participated in a tournament at this casino and there were several of them during my 3 years of working at this casino. There was never a problem with paying out winnings in the tournament, even with a slight delay. The last tournament started on 9.1. 2026 and ended on 18.1.2026 and halfway through the tournament, i.e. 15.1. I was informed via email that my operator would no longer pay out any winnings from the tournament, which I did not agree to because I had invested my own funds in the tournament. I received a response that it was the administrator's decision and that is finally without any further explanation. I have not committed any offense in the entire period of about 3 years that I have been with them, so I do not understand this chilling behavior of theirs. I asked for the payment of at least half of my winnings of €1000, while they did not even agree to that and instead gave as their answer that as they had already written once, nothing would be paid out to me.

I am sending a screenshot of my position with the win and the results are not public because they delete them after 3 days. The tournament was not available for selection, I had entered it. 😡😡😡

Dobrý den. Děkuji za otevření mého případu.

Turnaju v tomto kasinu jsem se zúčastnil a za mě 3 roky působení v tomto kasinu jich byli několik. Ikdy nebyl problem s vyplacenim vyher v turnaji byt s mensim zpozdenim. Poslední turnaj začal 9.1. 2026 a koncil 18 1.2026 a v půlce turnaje t.j. 15.1. Mě bylo prostřednictvím emailu sděleno že již mé provozovatel nebude vyplácet žádné výhry s turnaju přičemž jsem nesouhlasil neboť v turnaji jsem měl vložené své finance. Na to mě přišla odpověď že je to rozhodnutí administrátora a to je konečne bez dalšího jakéhokoliv vysvětlení. Já jsem se žádného přestupku za celou dobu cca 3 roku co u nich jsem nedopustil tak nechápu tohle jejich mrazivé chování. Zadal o vyplacení tedy alespoň poloviční částky s mě výhry 1000€ přičemž ani na to nepristoupili a stali dal za svoji odpovědi že jak již jednou psali nebude mě vyplaceno nic.

Zasílám screen mého umístění s výhrou a výsledky veřejné nejsou neboť je po 3 dnech mazou . Turnaj nebyl volbě přístupný měl jsem v něm vloženo. 😡😡😡

Dear Ales78,

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, Stefan ([email protected]). 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,

Attila

Dear Ales78,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Wazamba Casino to join this conversation and assist in addressing the complaint.

Dear Wazamba Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

I see that no one is commenting on the matter. This is their behavior, they do not discuss anything with clients, they do not respond to emails and they do not even try to resolve my complaint about their irrelevant behavior towards me personally. This is not a good reputation for this casino at all, unfortunately....

Vidím že se nikdo k věci nevyjadřuje. To je jejich chování, neřeší s klienty nic , na emaily nereagují a dokonce nemají snahu řešit ani moji stiznost na jejich nerelevantni chování vůči mě osobě. Tohle není vůbec dobrá reputace tohoto kasina bohužel....

Hello everyone!

Dear Ales78,

We would like to kindly inform you that we are examining the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Wazamba Team

I know these words of yours, you write them every time and to everyone, so I'm curious if you'll solve something. As I said, writing an email halfway through a tournament, you won't pay me any more winnings from the tournament is not relevant at all and it's against all the rules and general terms and conditions. The tournament in question should have been paid out and for other tournaments I took into account that I was informed and I'm not playing any more. I'm really curious how you'll react to this because I haven't had any problems with you in 3 years and as far as I know you haven't either, I've always been honest and problem-free and this gesture you made towards me was not nice at all and I'm sorry 😧😧😧

Já tyhle vaše slova znám to píšete pokaždé a všem, jsem tedy zvědavý jestli něco vyřešíte. Jak jsem uvedl napsat email v půlce rozehraneho turnaje ze mě již nebudete vyplácet žádné výhry s turnaju není vůbec relevantní a je to proti všem pravidlům a všeobecným obchodním podminkam. Zmíněný turnaj měl.byt vyplacen a na další turnaje jsem bral zřetel že jsem byl informován a již další nehraji. Jsu opravdu hodně zvědavý jak se k tomu postavíte neboť žádné problémy jsem s vámi za 3 roky neměl a pokud je ke známo vy také ne , vždy jsem byl poctivý a bezproblémový a tohle gesto jal jste se ke mě zachovali nebylo vůbec hezké a je mě to líto 😧😧😧

Dear all,

Thank you for your patience.

After information that we had from the relevant team, the player engaged in low-volatility slots to generate high turnover with minimal risk compared to players on regular/higher-volatility games.

Please note that this is an internal promotion, and the player received his winnings. No sanctions/restrictions/deductions took place. Instead, we simply informed that he's no longer eligible to participate in future tournaments, in line with the agreed T&C to keep it fair and fun for other players.

Thank you for your understanding.

Best regards,

Wazamba Team

This is not a relevant answer and it is just an excuse because in the 3 years that I have been playing tournaments with you, I have never had such a problem. The tournaments in which I have participated have had more players who have repeatedly placed at higher levels like me and are still placing and have no problem. In addition to the tournament, I also play the classic slots that you have on the page so I do not see what the problem could be. The main thing I am solving here is that you warned me and I state it again that you only warned me about this fact halfway through the tournament where I had already invested my finances and where I took second place with a win of €1000 which has not been paid to me which is against all the rules. Of course after this warning I stopped playing the tournament to avoid further problems, however the last win from the tournament which I am sending a screenshot of was still to be paid to me and I have not received anything at all to my account. Please solve it

Tohle není relevantní odpověď a je to jen výmluva neboť za celé 3 roky co jsem hrál u vás turnaje jsemnzadny takový problém neměl. Turnaje kterých jsem se zúčastnil více hráčů kteří se opakovaně jako já umistovali na vyšších úrovních a umisťují se doteď a problém nemají. Kromě turnaju hraji i sloty klasické které máte na stránce takže nevidím jaký může být problém. Hlavně tady řeším problém v tom že jste mě upozornili a uvádím to opětovně že jste mě upozornili na tuto skutečnost až v půli turnaje kde jsem měl vložené své finance již a kde jsem obsadil druhé místo s vyhrou 1000€ která mě již vyplacena nebyla což je proti všem pravidlům. Samozřejmě po tomto upozornění jsem turnaje jizbprestal hrát aby se předešlo dalším problémům nicméně poslední výhra s turnaje který zasílám screenem opět mě vyplacena být ještě měla přičemž jsem neobdržel již vůbec nic na svůj účet. Prosím o vyřešení

Once again, I am sending you a screenshot of the winnings from the tournament that ended on January 18, 2026, which unfortunately was not paid to me.

Ještě jednou zasílám screen me výhry vvturnaji ukončeny 18.1.2026 který mě vyplaceny bohužel nebyl.

I see that nothing is happening at all and as I have already stated, my winnings from my last tournament at wazamba have not been paid to me as stated by the casino representative. Above all, no answer or any correction so that we can end this complaint in peace.

Vidím že se vůbec nic neděje a jak jsem již uvedl má výhra s uvedeného mého posledního turnaje u wazamby mne vyplacena nebyla jak uvádí zástupce kasina. Hlavně již žádná odpověď ani žádná náprava abychom mohli tuhle stiznost v klidu ukončit.

Dear Wazamba Casino,

It appears that the player was excluded from the tournament while actively participating in it. Could you please clarify which specific rule was allegedly violated and provide the relevant section of your Terms and Conditions supporting this action?

At this time, we do not see an issue with the player using low-volatility slots, as these games were not excluded from the tournament’s eligible gameplay. While we acknowledge that you have the right to exclude a player from future tournaments at your discretion, excluding a player during an ongoing tournament requires clear justification.

Unless a concrete rule violation can be demonstrated, we believe the player should be paid the winnings from this particular tournament, considering they invested both time and funds to participate.

We look forward to your detailed response.

Yes, that's exactly right. In each of their tournaments there are several slots that a player can choose and play, so I don't understand what the operator writes here, and I also changed slots in the tournament game every time I was part of the tournament. I think these are meaningless excuses just so they don't have to pay out the winnings, despite the fact that I was informed halfway through the tournament that I had lost a lot of time and that the winnings and a lot of money invested in this tournament were not paid out. And as you write, I have never broken any rules and I have never had any problems with the casino. I responded to their call that no winnings from the tournament would be paid out to me and I will not participate in them anymore, however, as you mention the tournament for which we are solving all this here, I should be paid out exactly as specialist Stefan writes. This was against all the rules and they demand €1000 to be paid out. I hope that this Casino will be solvent enough and will behave correctly according to the rules. I would like to remind you again that the mentioned tournament ended on January 18th and I was not paid out, while the operator states that everything was paid out. I hope that the casino representative will respond, even though I don't really believe it anymore, and that everything will be finally settled.

Ano je to přesně tak. V každém jejich turnaji je vice slotu které si hráč může vybrat a hrát jej takže nerozumím a nechápu co tu provozovatel píše, já navíc v turnajové hře sloty střídal pokaždé když jsem byl součástí turnaje. Myslím si že jsou to nesmyslné výmluvy jen aby nemuseli vyplacet výhru nehlede na to ze jsem byl informovan v pulce turnaje kdy jsem ztratil dost času a tím že výhra nebyla vyplacena i dost vložených financí do tohoto turnaje. A jak píšete žádné pravidla jsem nikdy neporusil a nikdy jsem s kasinem neměl žádný problém. Na jejich výzvu že mě níž nebudou vyplaceny žádné výhry s turnaju jsem reagoval a dále se jich nezúčastním nicméně jak uvádíte daný turnaj kvůli kterému to vše tady řešíme mě má být vyplaceny přesně tak jak píše specialista Stefan. Tohle bylo proti všem pravidlům a požadují 1000€ vyplatit. Doufám že tohle Kasino bude natolik solventni a zachová správně podle pravidel . Znovu připomínám zmíněný turnaj ukončeny 18. 1. mě vypacen nebyl přičemž provozovatel uvádí že vše bylo vyplaceno. Doufám že zástupce kasina bude reagovat i když tomu již moc nevěřím a vše urovna doporadku konečně.

As you can see, they are not interested in communicating at all. They do not answer emails, they do not answer here in the forum either. At least here you can see the solvency of this casino. Just excuses and inhuman behavior, my winnings of €1000 are really a lot of money and we all know that I am entitled to it, as everything is stated above, however, according to the behavior of this casino, my hopes for a payout are unfortunately probably zero and it is sad because I am not the only one to whom this has happened and unfortunately I think that it will not be the last 😧😧😧😧

Jak vidíte nemají zájem vůbec komunikovat. Neodpoví na emaily neodpoví už ani tady do fóra. Tady je alespoň vidět solventnost tohoto kasina. Jen samé výmluvy a nelidské chování, má výhra 1000€ je opravdu hodně peněz a všichni víme že na ni mam nárok, jak je vše uvedeno výše, nicméně dle chování tohoto kasina mé naděje na vyplacení bohužel jsou nejspíše nulové a je to smutné neboť nejsu jediný komu se tohle stalo a bohužel si myslím že ani poslední 😧😧😧😧

Dear all,

Please allow us some period of time to check the matter with our relevant team. We will have updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

Wazamba Team

Dear Wazamba Casino,

Thank you for your response and continued cooperation. I will extend the timer by an additional seven days to allow you sufficient time to provide further information.

I look forward to your reply.

They investigated 2 weeks ago and didn't solve anything. Now they are doing the same thing again and these are their classic answers. In a few days they will write (maybe they won't respond at all) exactly the same thing as 2 weeks ago and I will still not get justice and my winnings 😧😧😧😧😧

Již před 2 týdny prošetřovali a nic nevyřešili. Teď opět dělají to samé a to jsou jejich klasické odpovědi. Za pár dní napíšou ( možná že se už vůbec neozvou) úplně to samé jako před 2 týdny a já se spravedlnosti a mé výhry stejně nedočkám 😧😧😧😧😧

You see that they are not able to solve anything in 5 days, you give them another 7 days and nothing. They do not want to solve anything and unfortunately they will not. Unfortunately, this casino can no longer be trusted and that is sad...

Vidíte že nejsou schopni za 5 dni nic vyřešit, dáte jim navíc další 7 dni a nic. Oni nechtějí nic řešit a nebudou bohužel. Tomuto kasinu se bohužel už věřit nedá a to je smutné...

Dear all,

Thank you for your patience.

After information that we had from our relevant department, we have information that the very last tournament that Ales78 won and participated in has been credited and was on 14th of January, the amount 21250CZK.

After that, we have excluded the client only from the future tournaments.

Thank you for your understanding.

Best regards,

Wazamba Team

Dear Ales78,

Could you please confirm whether you have received 21,250 CZK as winnings from the last tournament you participated in?

We look forward to your response.

No, this is the winnings from the penultimate tournament before I was eliminated, but the last tournament was launched on 9.1. and ended on 18.1. 2026, where I participated from the first day the tournament was launched, which is 9.1. and only on 15.1. 3 days before the end, they informed me that no more winnings from the tournament would be paid to me. The tournament ended on 11.1. I was paid €850, but it was a different tournament that was announced a week before the tournament I am dealing with and where I had a winnings of €1000.

Ne tohle je výhra s předposledního turnaje než mě vyloučili ale poslední turnaj byl spuštěn 9.1. a ukončen 18.1. 2026 kde jsem se zúčastnil od prvního dne spuštění turnaje to je 9.1. a až teprve 15.1. 3 dny před ukončením mě oznámily že mě nebudou již žádné výhry s turnaju vyplaceny. Turnaj ukončeny 11.1. Mě vyplaceny byl 850€ ale jde o jiný turnaj který byl poradan týden před turnajem který řeším a kde jsem měl výhru 1000€

Dear Wazamba Casino,

Excluding a player during an ongoing tournament requires clear and well-founded justification, which, in this case, we do not find sufficiently supported.

The fact that the player chose to play low-volatility slots cannot, on its own, be considered a valid reason for disqualification, especially as these games were not explicitly excluded from the tournament rules or gameplay conditions.

Based on the information currently available, we believe the player remains eligible for the tournament winnings. Therefore, we kindly ask you to reconsider your decision.

We look forward to your response.

What they are writing is a tournament that ended on 11.1.2026, I can prove it with a screenshot, I took 3rd place there and won €850, the win was paid out on 14.2.2026, that's true, however, the tournament I'm talking about was launched on 9.1. called Burning Classics and I was part of the tournament from the very beginning of the launch and it ended on 18.1.2026 and only on 15.1.2026 was I notified that they would no longer pay me any winnings from the tournament, so they only notified me about this 7 days after the launch of another tournament where I played normally like everyone else without any problems. Exactly the same as the last time I played tournaments for almost 3 years with this company and there was never a problem. However, this tournament.bxl ended on 18.1.2026. that's 3 days after they notified me, unfortunately it was too late and they still refuse to pay out my €1000 win. I remind you again that I can prove the tournament screen with my winnings with a screen. After the end of this tournament where I am entitled to my winnings, I did not participate in any other tournaments at their request and I will no longer participate. If they had notified me before the start of the tournament, that is, before the tournament started on 9.1.2026, I would not have entered the tournament, however, as I have already stated several times and I can prove it by email from wazamba support, they only notified me on 15.1. 2026, that is, 7 days after the tournament started where the ranking is visible and they had to know from the beginning that they were participating in the tournament. For me, they simply decide so they will do it that way, but for me it is against all regular rules and I continue to request that my winnings of €1000 from the last tournament I participated in, Burning Classics, which ended on 18.1.2026, be paid out. Aleš

Tohle co oni píšou je turnaj který byl ukončen 11.1.2026 to můžu doložit screenem tam jsem obsadil 3 místo a výhru 850€ výhra byla vyplacena 14.2.2026 to je pravda, nicméně turnaj o kterém se bavím byl spuštěn 9.1. s názvem Burning Classics a byl jsem součástí turnaje od samého počátku spuštění a byl ukončen 18.1.2026 a teprve 15.1.2026 mě bylo oznámeno že mě nebudou již vyplácet žádné výhry s turnaju takže o tomhle mě upozornili až 7 dní od spuštění dalšího turnaje kde jsem hrál normálně jako každý bez jakéhokoliv problemu . Úplně stejne jako naposledy jsem hrál turnaje skoro 3 roky u této společnosti a nikdy problém nebyl. Nicméně tento turnaj.bxl ukončen 18.1.2026.to je 3 dny po tom co.me upozornili bohužel již hodně pozdě a odmítají nadále mou výhru 1000€ vyplatit. Znovu připomínám že screen turnaje s mou výhrou mohu doložit screenem. Po ukončení tohoto turnaje kde mám nárok na svou výhru jsem se již dalších turnaju na jejich žádost nezúčastnil a již se nezucastnuji. Pokud hy mě upozornili před začátkem turnaje to je před spuštěním turnaje 9.1.2026 již bych do turnaje nevstupoval nicméně jak jsem již několikrát uváděl a mohu doložit emailem od wazamba support upozornili mne až 15.1. 2026 to je 7 dni po spuštění turnaje kde žebříček je viditelný a museli již na začátku vědět že se turnaje zúčastňují. Za mě oni se prostě rozhodnou tak si to tak udělají ale je to za mě proti všem regulérním pravidlům a nadále žádám aby má výhra 1000€ s posledního mnou ucastneneho turnaje Burning Classics ukončeného 18.1.2026 byla vyplacena . Aleš

Dear all,

We would like to inform you that we are examining the case with the relevant team and we will have updates for you as soon as possible.

Thank you so much for your patience.

Kind regards,

Wazamba Team

😀😀😀😀😀😀

How many times have you investigated this?

Po kolikátý už to prošetřujete

Exactly as I expected, just delays and nothing is resolved and over and over again as always, unfortunately one will not get justice 😧😧😧

Přesně jak jsem předpokládal jen zdržování a nic se neřeší a pořád dokola jako vždy, člověk se spravedlnosti bohužel nedočká 😧😧😧

So I assume that nothing will be resolved here, I am very sorry when I know that I have the right to my winnings even according to a casino games specialist, I thought that this site would help me solve my problem after 3 months but it is clear that the administrators of cawina wazamba do not care at all and as I unfortunately hoped, it turned out the way I did not want. The fact that they write here that they are prosecuting the case is just an excuse and an excuse to gain more time to drag out this grievance as long as possible and I will never get justice and what is due to me, it is sad because according to this behavior, unfortunately this is no longer a collegial and honest casino and it is very sorry that I have to write this after all the years that I have been extremely satisfied with the casino. It is a shame that I am only chatting with myself here 😧😧😧😧😧😧😧😧😧

Takže předpokládám že tady se už nejspíš nevyřeší nic , to mě moc mrzí když vím že mám právo na svou výhru i podle specialisty na casinove hry , myslel jsem že mě tahle stránka bude nápomocna můj problém vyřešit po 3 měsících ale je vidět že administratorum cawina wazamba je to úplně jedno a jak jsem bohužel doufal dopadlo to jak jsem nechtěl. To že tady píšou že případ prosetruji je jen záminka a výmluva aby získali další čas tuhle stiznost co nejdéle protahovat a nikdy se nedočkám spravedlnosti a toho co mě náleží, je to smutné neboť podle tohoto chování se bohužel již nejedná o kolegialni a poctivě kasino a je moc lito ze tohle musím napsat po těch letech co jsem byl s casinem nadmíru spokojeny. Škoda že si tu chatuji už jen sám se sebou 😧😧😧😧😧😧😧😧😧

Dear all,

Thank you for your patience.

We have completed a thorough review of this case with our relevant team.

Regarding the tournament in question, it is important to note that participation in any event does not guarantee a payout until the tournament is officially finalized and the results are verified.

Furthermore, the casino reserves the exclusive right to exclude any account from participating in tournaments or promotions at any time. This decision is made based on internal risk assessments and is at the sole discretion of the management.

Thank you for your understanding.

Best regards,

Wazamba Team

I don't understand this answer as a mistake. I have already written so many times that I have not committed any offense and never before so I don't know what the risk is, I have played tournaments with you for almost 3 years and there has never been a problem and I continue to request the payment of 1000€ 25000 CZK to my account because as I have stated so many times I was notified of the exclusion from the tournament in the ongoing tournament that is ending. I finally ask for the payment of my winnings so that this spot can end amicably once and for all. Thank you

Nechápu tuhle odpověď jako pokazde. Už jsem psal tolikrát že jsem se žádného přestupku nedopustil a ani nikdy jindy tak nevím jaké riziko , hral jsem u vás turnaje skoro 3 roky a nikdy problém nebyl a nadále žádám o vyplacení na můj účet 1000€ 25000kč neboť jak jsem tolikrát uvedl byl jsem upozorněn na vyloučení s turnaju v končícím probíhajícím turnaju . Prosím konečně o vyplacení mě výhry ať se může jednou pro vždy tento spot ukončit smírčí cestou. Děkuji

Dear Wazamba Casino,

You have the right to exclude a player from future tournaments without providing a specific reason. However, this should generally apply when the player is not already participating in an ongoing tournament.

In this case, the player had already been participating in the tournament, and we have not seen any valid reason that would justify withholding the winnings. Therefore, we believe the player should be paid the winnings they earned during the tournament.

We kindly ask you to reconsider the situation and proceed with paying the player their legitimate winnings. We hope we can reach a mutual agreement on this matter.

I would also be very happy to finally get the justice I am entitled to. And exactly as you write, I honestly finished the tournament and this winning must be paid to me, I will not participate in other tournaments as I was informed, however, I am entitled to the winnings from the last tournament in full, where I also informed the casino association.. So I ask again for the payment of the withheld winnings of €1000 and the fulfillment of the mutual agreement and the end of this case amicably

Byl bych také moc rád aby se mě konečně dostalo spravedlnosti na kterou mám nárok. A přesně jak píšete poctivě jsem turnaj dokončil a tahle výhra mě vyplacena musí být, dalsich turnaju se již nezucastnuji jak jsem byl informován nicméně na výhru s posledního turnaje mám nárok v plném rozsahu kde jsem se informoval i u asociace kasin .. Prosim tedy znovu o vyplacení mě zadržovane výhry 1000€ a naplnění vzajemne dohody a ukončení tohoto případu smirnou cestou

Oper, I greet you all and I will be very happy if you finally respond normally, everyone agrees that in my case there was a mistake on your part for which reason it has already been mentioned several times where I claim the payment of my winnings. I ask again for the payment of 1000€ in my account so that we can finally end this conversation successfully and amicably after a long time. Thank you for your helpfulness and successful completion and mutual agreement

Oper vás zdravím všechny a budu moc rád když budete konečně normálně reagovat , všichni se shodují na tom že v mém případě bylo pochybení s vaší strany z jakého důvodu tu bylo již několikrát zmíněno kde si narokuji mě vyplacení mé výhry. Prosím opět o vyplacení 1000€ má můj účet abychom mohli tuhle konverzaci zdárně a smírně konečně po delší dobře ukončit. Děkuji za vstřícnost a úspěšně dokončení a vzájemné dohody

And still nothing 😡😡😡😡

A stále nic 😡😡😡😡

😡😡😡😡😡😡

You can see for yourself their behavior is completely reckless and without level, they should have had so much time to pay me back what they owe me and they just keep making excuses and going against all the rules. I'm so sorry because I liked this casino but for what they did for no reason just because I was doing a little well I have no words for them unfortunately 😧😧😧😧😧

Vidíte sami jejich chování je úplně bezohledné a bez úrovně, tolik času na to měli vrátit mě co mě dluží a jen se pořád vymlouvaji a jdou proti veškerým pravidlům. Je mě to moc líto neboť mel jsem tohle casino rád ale za tohle co provedli bezdůvodně jen proto že se mě trochu dařilo už nemám na ně slov bohužel 😧😧😧😧😧

Dear Ales78,

We are investigating your request further and will be back with an update in the nearest time possible.

Best regards,

Wazamba.com

😀😀😀😀😀😡😡😡😡😡

Dear Wazamba Casino,

I hope this message finds you well.

We would like to kindly ask you for your cooperation and provide us with your standpoint on the situation.

We look forward to your response.

Unfortunately, I probably know what their answer will be, again just delaying and in the end it will be a made-up answer again....

Bohužel nejspíš je mě jasné jak bude jejich odpověď vypadat , opět zase jen zdržování a ve výsledku to bude opět vymyšlená odpověď....

I simply consider this to be a very unfair action by the Wazamba casino parties because they had so much time to investigate, which they have stated several times already, and I keep writing the same thing over and over again and my winnings are still nowhere to be found, unfortunately with them it seems like an endless loop, unfortunately 😧😧😧😧😡😡😡

It's been a month since I filed an official complaint about not being paid my tournament winnings, and everyone agreed that I am entitled to the winnings. Please, WAZAMBA casino, take this step so that we can finally close this dispute by mutual agreement. I think that a month is enough time for the casino to investigate my case and I will be very happy when everything is finally resolved and my winnings are finally paid out. Thanks

It's been a month since I filed an official complaint about not being paid my tournament winnings, and everyone agreed that I am entitled to the winnings. Please, WAZAMBA casino, take this step so that we can finally close this dispute by mutual agreement. I think that a month is enough time for the casino to investigate my case and I will be very happy when everything is finally resolved and my winnings are finally paid out. Thank you

Je to jít měsíc od podání oficiální stížnosti na nevyplaceni mě výhry s turnaje přičemž se všichni shodli že na výhru mám nárok, prosím tedy kasino WAZAMBA o tento krok ať konečně uzavřeme tento spor vzájemnou domluvou. Myslím si že měsíc je dostatečná doba na prošetření mého případu ze strany kasina a budu moc rád když vše bude konečně dořešeno a má výhra bude konečně vyplacena. Díky

It's been a month since I filed an official complaint about not being paid my tournament winnings, and everyone agreed that I am entitled to the winnings. Please, WAZAMBA casino, take this step so that we can finally close this dispute by mutual agreement. I think that a month is enough time for the casino to investigate my case and I will be very happy when everything is finally resolved and my winnings are finally paid out. Thanks

WAZAMBA CASINO

My winnings still haven't been paid out.

So it's been almost 5 days since the last message from Wazamba Casino and since then it's been quiet again and nothing is happening. It seems like they always just write something off so that it doesn't get said and they gain time but unfortunately it still doesn't work. It seems like I'll never get my money back 😧😧😧😡😡😡😡 We all know that I'm only entitled to my winnings, Wazamva handles it in its own way, I was doing well in tournaments so they dropped me this way, I accepted it with a heavy heart but I finished the last tournament properly in second place and my €1000 winnings should be paid out. I won't write here anymore why because it has been discussed here several times why it should be paid out. So I hope this will finally be resolved and the money will appear on my account soon

Tak je to skoro 5 dni co přišla poslední zpráva od Kasina Wazamba a od té doby je opět ticho a nic se neděje. Vypadá to že vždy něco jen odepisi aby se nereklo a získávají čas ale má.vyjra bohužel stále nikde. Vypadá to že svých peněz se už bohužel nikdy nedockam 😧😧😧😡😡😡😡 Všichni víme že na svou výhru mám nárok jen Wazamva si to řeší po svém, mě se v turnajich dařilo tak mě tímto způsobem odstavily, s těžkým srdcem jsem to přijal ale poslední turnaj jsem dokončil řádně na druhém místě a výhra 1000€ mě má být vyplacena . Nebudu tu již psát proč neboť se to tu řešilo již vícekrát proč má být vyplacena . Tak doufám že se konečně tohle vyřeší a a mě peníze se objeví na mém ucte brzy

😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡

No response, nor has my winnings been credited to my account. Unfortunately, despite these emergencies, I am convinced that this Casino is no longer safe and does not solve anything......

Žádná odpověď ani má výhra připsána na můj účet. Bohužel i přes tyhle urgence se ujišťuji v tom že tohle Kasino přestalo být bezpečné a nic neřeší......

Dear Ales78,

Thank you for your continued patience while we conduct a comprehensive review of your case.

We would like to reiterate for a final time that our specialized department is currently performing a thorough investigation into all the details you provided. Because we want to ensure a fair and accurate resolution, this process is taking slightly longer than anticipated.

Please be assured that we expect to have a definitive update for you very shortly. We appreciate your understanding and will contact you directly as soon as the final assessment is complete.

Best regards,

Wazamba Team

😃😃😃😃😃😃😃😨😨😨😨😨

Are you writing a little longer? 2 months is already a little longer, that's a lot, I emphasize again that I have never done anything against the rules and I have properly completed the tournament. I think I'm just wasting my time and my nerves here again

Píšete o něco déle? 2 měsíce už je ne o něco déle to už je hodně, ještě znovu zduraznuji že jsem se nedopustil nikdy ničeho proti pravidlům a řádně jsem daný turnaj dokončil. Myslím že tu opět jen zdracim jen čas a mé nervy

I would be very happy if you finally finished it and credited the money to my game account, thank you

Ja bych byl moc rád kdyby jste to už doresili konečně a peníze připsali na můj herní účet děkují

No, I really don't have the nerve for this anymore 😡😡😡😡😡😡😡😬

Ne na tohle já už nemám nervy opravdu 😡😡😡😡😡😡😬😬😬😬😬😬😬

They just make fun of us and never solve anything, this is not worth it, give a bad review everywhere, this Casino will never get better, unfortunately they only take money from people and then rob them, even if you are entitled to your winnings, they will always just make excuses and for 2 months I make excuses and deliberately delay the time, however, they do not solve anything and the money will never be paid out. This is not worth it, unfortunately 😡

Dělají si z nás prostě jen prdel a nikdy nic nevyřeší, tohle nemá cenu dejte všude spatnou recenzi tohle Kasino už lepší nikdy nebude bohužel už jen tahají s lidi jen peníze a pak je okradou a i když máte nárok na vaši výhru budou se pořád jen vymlouvat a 2 měsíce se vymlouvaji a natahuji schválně čas nicméně nic neřeší a peníze nikdy už nevyplati. Nema to cenu tohle bohužel 😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡

I have a new message about this casino, they blocked my IP address so I can't access my gaming account, so I guess something like that

Mám novou zprávu ohledně tohoto casina , abych se nemohl dostat na svůj herní účet zablokovali mě mou IP adresu , tak asi tak nějak no

Ignore the last message, it was probably a technical glitch.

Poslední zprávu ignorujte byla to nejspíš technická závada

No one has commented on anything here yet, great.

Už se tady nikdo k ničemu nevyjádřil super no

Hello, I just want to say that we can probably end this complaint with a negative solution because casino wazamba does not respond at all and according to the way they are just making excuses, I will never see anything from them again. Unfortunately, the conversation has stopped anyway and I don't want to have anything to do with them anymore because they are fake and do not solve anything and unfortunately I am not the only one who has problems with them. Anyway, thank you for your help and your time even though nothing has been resolved and unfortunately it probably will never be resolved. Thanks and best regards Aleš

Dobrý den, jen chci uvést že tuhle stiznost nejspíše můžeme ukončit s negativnim řešením neboť casino wazamba vůbec nereaguje a podle toho jak se porad jen vymlouvaji od nich už nikdy bohužel nic neuvidím. Konverzace se stejně bohužel zastavila a s nima nechci mít už nic společného neboť jsou falešní a neřeší nic a bohužel nejsu sám kdo má s nima problémy. I tak děkuji za pomoc a vás čas i když se nic nevyresilo a bohužel zřejmě už nikdy ani nevyřeší. Díky a s pozdravem Aleš

No one is responding here and I don't understand why what happened

Nikdo tady nereaguje a nechápu proč co se stalo

Nobody is great.

Nikdo nic super

Hello Ales78,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much and hopefully it will come to a successful conclusion soon. Thanks

Dobře dekuji a snad se to brzy už dotáhne do zdárného konce. Diky

Dear Wazamba Casino,

We would like to kindly ask you to provide us with your standpoint on the situation.

We look forward to your response.

Nice to see you, Mr. Stefan. I don't really believe that anything will be resolved anymore, I've been working on it for a long time, but by writing something off, they always get others to prolong the case, and unfortunately I'm convinced that it will go on like this forever and I'll never get my money back, unfortunately 😧😧😧😧😧😧😧

Rád vás vidím pane Stefane. Ja už tomu moc nevěřím že se něco vyřeší pracuji na tom jak píši ale už na normální vkus hodně dlouho , tím že vždy něco odepisi získávají další na prodloužení případu a bohužel jsem přesvědčený že to takhle půjde pořád dokola a já se stejně svých peněz nikdy nedockam bohužel 😧😧😧😧😧😧😧

I would be very happy if my case was finally resolved and my winnings were finally paid out, after all, 2 months is a very long time for the casino to investigate and finally recognize my claim to my winnings.

Byl bych strašně moc rád kdyby se už konečně můj případ vyřešil a byla má výhra konečně vyplacena , přeci jen 2 měsíce je už velice dlouhá doba na to aby to kasino prosetrilo a konečně uznalo můj nárok na mou výhru

Nothing

Nic

Dear Ales78 ,

Thank you for your patience.

We would like to clarify the mechanics of our tournaments to ensure there is no further confusion.

The tournament you are referring to was still ongoing at the time of your inquiry. It is important to understand that no player can know the final outcome or the distribution of winnings until the tournament period has officially ended and the leaderboard is finalized.

Regarding the rewards, please note that participating in a tournament does not guarantee a prize. Prizes are only awarded based on the final standings once the competition closes.

Furthermore, we must clarify that each individual spin or round played has its own independent win rate. These game rounds are completely separate from the tournament ranking system. A win in a specific game round does not automatically equate to a tournament reward, as the tournament is a collective competition.

For these reasons, we regret to inform you that no refund can be issued from our casino.

Thank you for your understanding.

Best regards,

Wazamba Team

😀😀😀😀😀 how unexpected. Always some excuse. I played like I always have for about 3 years and there was never any problem. If I made a mistake or committed some offense, I will understand it and I will not deal with it. I responded to the challenge that I am excluded from the upcoming tournaments, although I still do not know for what reason you decided this and accept it even though I was part of the tournament in question and invested my finances in it and I have been dealing with it here all this time. You have it clearly in black and white in the screens that I came in 2nd place in the tournament and if you decided to exclude me from the tournament without a serious reason, you should have deleted me from the tournament and the winners' list completely and not let me continue and play and informed me before the start of the tournament and not in the middle of the tournament. You have a system set up, yes I understand but it did not work like that. I still stand by the fact that I have full rights to my winnings......

😀😀😀😀😀 jak nečekané. Vždy nějaká výmluva. Já jsem hrál tak jako vždy cca 3 roky a nikdy nebyl žádný problém. Kdybych udělal nějakou chybu a nebo se dopustil nějakého prestupku pochopím to a řešit to nebudu . Na výzvu že jsu vyloučený s nadcházejících turnajů jsem reagoval i když do ted nevím s jakeho duvodu jste tohle rozhodli a akceptovat ji ačkoliv v daném turnaji jsem byl součástí a vložil do něj své finance a to tady celou dobu řeším. Máte to ve screenech jasně černé na bílém že jsem se umístil na 2 místě v turnaji a pokud jste se rozhodli bez vážného duvodu mě vyřadit s turnaje měli jste mne s turnaje a žebříčku vítězů vymazat úplně a ne mě nechat pokračovat a hrát dal a informovat pred zahajenim turnaje a ne v pulce turnaje. Máte nastavený systém ajo chápu ale takhle se to nedela. Stále stojím za tím že na mou výhru mám plné právo......

Dear Wazamba Casino,

Thank you for your response and for clarifying the tournament mechanics.

However, after reviewing the case, we must side with the player in this matter. While we understand that tournament rewards are based on final standings and that individual game rounds are independent, the player had already been actively participating in the tournament. Based on the available information, we have not identified any valid reason why the player should be excluded from receiving the corresponding winnings according to their final position.

Therefore, we kindly ask you to reconsider your decision and proceed with paying the player their tournament winnings in line with their final standings.

Please note that if the situation remains unresolved, we may be forced to close the complaint as "unresolved," which could negatively affect your Safety Index on our website. We hope to reach a fair and mutual agreement in this case.

We look forward to your response.

Dear all,

We kindly request you to provide us some time more to check the matter with our specialised team.

We will update you very soon.

Thank you so much for your patience.

Best regards,

Wazamba Team

This is the fourth time I can't believe it, it's not worth waiting for and I don't have the nerve for it anymore. It's always worth checking more time but I don't understand what and why when you've been writing this for the umpteenth time and you always find some fabrication. Unfortunately, these are just fake news that will never come to a successful end, so I think there's nothing to wait for and the case can be closed as unresolved.... Their answer is automatically copied and pasted as an answer and unfortunately it's a lie because it's just an answer and no one will look into it further, I know them very well and it's sad that after so many years of problem-free cooperation it had to come to this 😧😧😧

To už je tady po čtvrté nevěřím nemá to cenu čekat a ja už na to nemam nervy . To je pořád dokola prověřit více času ale nechápu na co a proč když už to píšete po několikáté a vždy si najdete nějaký výmysl. Tohle jsou bohužel jen falešné zprávy které nikdy nedojdou do zdárného konce takže myslím že není na co čekat a rovnou se může případ ukončit jako nevyreseny .... Jejich odpověď je automaticky skopirovana a vložena odpověď a bohužel je to lež neboť je to jen odpověď a nikdo se tím dál zabývat nebude na to je znám hodně dobre a je smutné že po tolika letech bezproblemove spolupráce to muselo dojít až sem 😧😧😧

So you see how they solve it, they don't solve it at all. We'll hear back soon and after almost 5 days nothing. There's no point in dealing with them anymore, unfortunately

Tak vidíte jak to řeší , neřeší ti vůbec. Brzy se ozveme a po skoro 5 ti dnech nic. Nemá smysl už s nima řešit bohuzel

Dear Wazamba Casino,

Thank you for your response.

As this complaint has already been ongoing for a considerable amount of time, we kindly ask you to provide your final standpoint on the situation. Otherwise, we may be forced to close the complaint as unresolved, which could result in a lowering of your Safety Index.

We will extend the response timeframe by an additional seven days and will be awaiting your final position within this period.

I look forward to your response.

Dear all,

Thank you for your follow-up regarding this case.

We maintain our position that tournament outcomes are dynamic and cannot be predicted until the leaderboard is officially finalized. However, we value the feedback from your platform and our community.

As a gesture of goodwill and as a final exception to resolve this matter amicably, we have decided to offer a payment of 500 EUR to the player.

Please let us know if this proposal is accepted so we can proceed with the credit and consider this complaint resolved.

Best regards,

Wazamba Team

I suggested this option right at the beginning before I started solving the case on the Guru platform. I accept this offer, it is adequate for me.

Tuhle možnost jsem navrhoval hned na začátku než jsem začal případ řešit na platformě Guru. Já tuhle nabídku přijímám za me je adekvátní.

Unfortunately, even after I agreed to the ridiculous deal, nothing changed on my account.

Bohužel se ani po mém souhlasu se snirnou domluvou na mém účtu nic nezmenilo

Ol so it's been 3 days since I agreed with the verdict of the casino wazamba and unfortunately they didn't even pay out the proposed amount. So again just talk and nothing. It doesn't make sense, I don't trust them anymore

Ol takže je to 3 den co jsem souhlasil s verdiktem kasina wazamba a bohužel ani tu navrhovanou částku nevyplatili. Takže opět jen povidacka a nic s toho. Nemá to smysl tohle já jim už nevěřím

I would like to point out again that I was not paid anything, so I would end this conversation and complaint with a negative rating because, as you can see, there is no point in resolving this. Thanks

Znovu tady podotýkám že mě nic vyplaceno nebylo takže bych tuhle konverzaci a stiznost ukončil s negativnim hodnocením neboť jak vidíte sami nema to smysl řešit. Diky

Even after 5 days, nothing on the account, still 0. I will not deal with it anymore and I wanted to accept the casino's proposal, but when I still see the negative behavior and only promises that they will not keep, I take my decision back and appeal to the casino guru's proposal with a negative rating for the wazamba casino. I don't want to suffer these lies of theirs anymore, I don't have the mood or the nerves for it anymore

Ani po 5 dnech nic na účtu stále 0 . Už to řešit nebudu a chtěl jsem na návrh kasina přistoupit ale když vidím stále to negativní jednání a jen sliby které nedodrží beru své rozhodnutí zpět a apeluji na návrh kasina guru s negativnim hodnocením pro kasino wazamba . Já již tyhle jejich lži trpět nechci už na to nemam vůbec náladu ani nervy

Since the casino wazamba has not followed through on its offer even after 6 days, they can no longer be trusted and I am returning to my original complaint about the payment of my winnings of €1000 to my bank account, not to my gaming account. I want my money and I want nothing to do with this company full of lies. This is my final decision.

Vzhledem k tomu že kasino wazamba nedodrželo svůj návrh ani po 6 dnech nelze jim už opravdu věřit a vracím se k původní stížnosti na vyplacení mě výhry 1000€ a to na můj bankovní účet nikoliv na herní účet. Chci své peníze a s touto spolecnosti plnou lharu nechci mít již nic společného. Je to me definitivní rozhodnutí.

Dear Wazamba Casino,

Could you please provide your standpoint on this matter at your earliest convenience? It appears that the player was initially willing to accept your offer, but has since changed their position while awaiting your response.

We look forward to your reply.

Yes, I agreed to the casino's offer but I'm no longer interested, I'm very angry with their attitude and final unwillingness. They can't be trusted from the very beginning of this case and they keep lying and delaying, and you see they offer reconciliation, I nod in agreement to their request and what happened, nothing. They didn't send a single crown. Now I want €1000 to my bank account and if they don't do that, do what you have to, it's no longer a reliable casino unfortunately..... 😡😡😡😡😡😡

Ano souhlasil jsem s nabídkou kasina ale již nemám zájem jsem hodně naštvaný na jejich přístup a konečnou neochotu. Nedá se jim věřit od samého začátku tohoto pripadu a pořád jen lžou a oddaluji , a vidíte nabídnou smír já na jejich požadavek kyvnu se souhlasem a co se stalo, nic. Neposlali ani korunu . Teď chci 1000€ na můj bankovní účet a pokud tak neučiní dělejte co musíte, není to již spolehlive kasino bohužel..... 😡😡😡😡😡😡

Why are you extending the deadline again when they were given their last chance? I think they've had enough and they still haven't fulfilled what they had and proposed, so there's no point in giving them another 7-day deadline....

Proč prodlužujete zase termín když dostali poslední šanci. Já myslím že už jich měli dost a stejně nesplnili to co měli a navrhli takže nemá smysl jim dávat žádný další 7 denní termín....

Dear Ales78,

We kindly inform you that the amount of 12,192.40 CZK(500 EUR) has been credited to your account as cash bonus.

Moreover, we have sent to you an e-mail asking you on how you would like to proceed with your funds, either wager them or proceed with manual withdrawal.

We are awaiting of your response and excuse us a lot for the inconvenience caused from this delay.

Thank you for your cooperation.

Best regards,

Wazamba Team

Yes, I confirm the receipt of the winnings to my gaming account, as it is at least my partial winnings in the tournament, I will keep the funds for betting in the casino as I would have done if I had won the tournament. Thanks for resolving everything with at least such an agreement and thank you very much to Casino Guru for resolving my case. I hereby close this case as resolved and hopefully I will never have to deal with something like this again. Thanks

Ano potvrzuji přijetí výhry na můj herní účet, tím že je to má alespoň částečná výhra v turnaji ponechám si prostředky na sázky v kasinu tak jako bych to udělal při výhře v turnaji. Díky že jsme vše vyřešili alespoň takovou domluvou a děkuji moc kasinu Guru k vyřešení mého případu. Tímto uzaviram tento případ jako vyřešený a snad již nebudu muset něco takového nikdy řešit. Diky

Dear Ales78,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru