Wazamba Casino - Η απόσυρση του παίκτη καθυστερεί επίμονα.

Hello dear Casino Guru Team,

I'll try to describe it as simply as possible.

My account at Wazamba is fully verified.

The account balance is real money, meaning no active bonus.

I was able to make some withdrawals before, but now, when I want to make more, I get an error message and the live chat can't assist me.

They always just put me off with the words:

"wait for a response by email"

In the attachment is the screenshot with the error message.

This whole waiting thing has been going on for quite a while now.

My most recent requested withdrawal has been on "pending" since 08.12.2023.

Please help me solve this problem.

I would like to thank you in advance for your help.

Best regards,

Lars

Hallo liebes Casino Guru Team,

ich versuche es so einfach wie möglich zu beschreiben.

Mein Konto bei Wazamba ist vollständig verifiziert.

Das Kontoguthaben ist Echtgeld, sprich kein aktiver Bonus.

Ich konnte bisher einige Abhebungen vornehmen aber nun wenn ich weitere vornehmen möchte, bekomme ich eine Fehlermeldung und der Live Chat kann mir nicht weiterhelfen.

Dieser vertröstet mich immer nur mit den Worten:

"warten Sie auf eine Antwort per Email"

Im Anhang befindet sich der Screenshot mit der Fehlermeldung.

Das ganze warten zieht sich aktuell schon lange.

Meine letzte angeforderten Auszahlung befinden sich seid 08.12.2023 auf "pending".

Bitte helfen Sie mir das Problem zu lösen.

Ich möchte mich schon einmal vorab für Ihre Hilfe bedanken.

Liebe Grüße,

Lars

Hello Blondedcamb,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wazamba Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? When was the last time you received a payout from the casino? When was the last time you spoke to the casino and what was it about? Did you contact them by mail for explanation?

Looking forward to your answer.

Regards,

Nick

Hello dear Casino Guru Team,

My account has been verified for about a month.

I received the last payout from the casino on December 10th, 2023.

The last communication and the previous times with the casino was via live chat. But like before, they always gave me the same answer:

"It's a technical problem and I should please wait for an answer via email..."

Best regards,

Lars

Hallo liebes Casino Guru Team,

mein Konto ist seit ca einem Monat verifiziert.

Die letzte Auszahlung vom Casino habe ich am 10.12.2023 erhalten.

Die letzte Kommunikation und auch schon die male zuvor mit dem Casino, war per Live Chat. Diese haben mir aber wie auch schon zuvor immer die selbe Antwort mitgeteilt:

"Es ist ein technisches Problem und ich solle bitte per Email auf die Antwort warten...."

Liebe Grüße,

Lars

update

Thank you Blondedcamb for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks

Danke

Hello Blondedcamb,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Wazamba Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in processing the player's withdrawal request?

Thank you.

Best wishes,

Tomas

Casino.Guru

Dear all,

Please be informed that occasionally additional verification steps are required. The account is currently undergoing such a process. 

We apologize for the inconvenience and thank you for co-operation. We will keep you informed on any developments.

Sincerely,

Wazamba Administration

Thank you for the information, Wazamba Casino.

I will now extend the timer by another 7 days. Please keep us updated on any developments.

Dear all,

Please be informed, that for now there are no updates on the customer's verification, as our team is still processing the related documentation.

We will keep you updated.

Sincerely,

Wazamba Administration

My account is already verified.

Mein Konto ist doch bereits verifiziert.

Dear Blondedcamb,

Does it mean that your issue has been resolved? Thank you.

No, unfortunately not. My account is verified but I can't get a payout.

Nein leider nicht. Mein Account ist zwar verifiziert aber ich bekomme keine Auszahlung.

Hello Wazamba Casino,

Can you please update us on the additional verification status? Thank you.

Dear all,

As the customer has already informed, the account is fully verified. 

However, we see that no withdrawal attempts were made by the customer after the verification has been completed. 

We would like to inform you that the customer is free to request the withdrawal of the balance if they wish to do so, and all such requests will be processed in accordance with the Terms and Conditions.

Sincerely,

Wazamba Administration

So I described my problem in the first post above. There were a few payouts but then they stopped as you can see in the screenshot.

The live chat also told me it was a technical problem.

In other words, I would like to pay out but it doesn't work because an error message appears.

Also mein Problem habe ich im ersten Post oben beschrieben. Es gingen ein paar Auszahlungen aber dann nicht mehr wie auf dem Screenshot zu sehen ist.

Der Live Chat teilte mir ebenfalls mit es ist ein technisches Problem.

Sprich ich würde gerne Auszahlen aber es funktioniert halt nicht weil eine Fehlermeldung erscheint.

Update?

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear Wazamba Casino Team,

It seems as the player can't request a new withdrawal as there is an error message when they try. Could you please check and update us on any further developments?

Thank you in advance.

Dear customer,

We apologize for the inconvenience you experienced. We kindly advise you to try using another payment method for the withdrawals. Please note that in such a case, a minimum deposit from that method may be required. 

Let us know if you need any help.

Sincerely,

Wazamba administration

Hi Blondedcamb,

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you tried already any alternative payment method to withdraw your winnings?

Thank you.

I have already tried an alternative payment method and the same problem.

I have to say I'm starting to get a little annoyed because I'm being told to pay out and it doesn't work with either the first method or the second.

Please help me to solve the problem.

Ich habe bereits eine alternative Bezahlmethode versucht und das selbe Problem.

Ich muss sagen langsam bin ich etwas genervt weil mir gesagt wird ich solle Auszahlen und es funktioniert halt weder mit der ersten Methode als noch mit der zweiten.

Bitte helfen Sie mir das Problem zu lösen.

Hi Blondedcamb,

I'm truly sorry that this issue is still not resolved.

• Could you please advise if you placed a minimum deposit using your new payment method so it can be verified before a withdrawal can be processed?

Thank you.

I deposited approximately 100 euros and even wagered these 100 euros so that there would be no problem with the turnover for a new deposit.

But as I said, it doesn't work either...

Ich habe 100 Euro in etwa einbezahlt und sogar diese 100 Euro auch umgesetzt, damit es beim Turnover für eine neuen Einzahlung kein Problem gibt.

Aber wie gesagt es funktioniert damit auch nicht ...

Dear Wazamba Casino Team,

It appears that the player has followed all the advice provided but is still unable to initiate a withdrawal request.

• Could you please investigate and inform us of the issue and what steps need to be taken to process the withdrawal of the winnings?

Thank you.

Thank you for your trouble

danke für ihre Mühe

Dear customer,

We are sorry to hear that you are still experiencing issues during the withdrawal process.

We still see no new withdrawal attempts on your account, which led us to believe that the error occurs prior to the withdrawal being requested. Could you please explain the issue you are encountering in more details? We also ask you to provide us with a screenshot of the error you are getting when trying to withdraw. 

Thank you in advance.

Sincerely,

Wazamba administration

Screenshot from the player:

Dear Wazamba Casino Team,

• Any idea what can be causing this error?
• Is it possible to initiate a manual withdrawal, please?

Thank you.

Dear all, 

We would like to inform you that the account in question is undergoing additional investigation at the moment. For this reason, the withdrawals have been temporarily restricted. 

Once we have more information, we will message Petronela with the related circumstances.

We apologize for the inconvenience.

Sincerely,

Wazamba Administration

I understand. I will be waiting for any update patiently.

Thank you in advance.

Dear all,

We have sent an email with the evidence pertaining to the case to Petronela.

Sincerely,

Wazamba Administration

Thank you very much, Wazamba Casino team, for your email.

Dear Blondedcamb,

I regret to inform you that I do not have good news. The casino has presented supporting evidence indicating that you breached its terms and conditions. Regrettably, I am unable to disclose specific details, but it has been mutually agreed that, based on your gameplay, the casino was justified in withholding your withdrawal. Unfortunately, we are unable to provide further assistance at this time.

Should you disagree with our decision, I recommend reaching out to the licensing authority, Curaçao Antillephone N.V., at complaints@gaminglicences.com.

Please inform me if there is any additional information that I may have overlooked. However, I must inform you that I will be compelled to reject your complaint as unjustified. I sincerely wish I could offer more assistance.

Thank you in advance for your understanding and response.

Dear Blondedcamb,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.