Wazamba Casino - Η απόσυρση του παίκτη καθυστερεί λόγω ασυνεπούς επεξεργασίας.

Good day. On the 25th of December, I requested a withdrawal of my winning amount. I waited for 6 days, continually being lied to on live chat. One day it was being processed, the next it was sent, and the following day it was waiting to be processed. Ultimately, the payment didn't reach me as they sent it on the 31st of December and it was rejected by Revolut bank. I requested another withdrawal on the 31st of December, but until now I haven't received the money in my account and I am being lied to by different agents every time. They do not respond to emails. Of course, I understand that they have their policies regarding time frames, but this is not the case when one agent escalates the issue to the finance department, and another one says the withdrawal is in its final stages. I've already done a bit of investigating. Yesterday, I spent the entire day on live chat support. In the morning, I was told that the withdrawal was in the final stage of processing, an hour later they informed me that the withdrawal was delayed, and another hour later, they said the business day was not over yet and there was no delay. Today is yet another day, and the agent on support writes that the withdrawal is waiting for processing. They lie, they cheat, and they do not pay. I urge intervention, as I really do not intend to wait any longer.

Dzień dobry. 25 grudnia zlecilam wypłatę wygranej kwoty. Czekałam 6 dni, ciągle okłamywana na live czacie. Jednego dnia, że jest przetwarzana, drugiego, że wysłana a trzeciego, że oczekuje na przetwarzanie. Finalnie wypłata do mnie nie dotarła, ponieważ wysłali ja 31 grudnia, została odrzucona przez bank revolut. Zlecilam kolejna wypłatę 31 grudnia, do dziś nie mam pieniędzy na koncie i kolejny raz jestem okłamywana co chwilę przez innego agenta. Na e-maile nie odpowiadają. Ja oczywiście rozumiem, że mają swoje regulaminowe ramy czasowe, ale nie w tym wypadku kiedy jeden agent zgłasza sprawę do działu finansowego, a drugi mówi, że wypłata jest na końcowym etapie. Zrobiłam już małe sprawdzenie. Wczoraj siedziałam cały dzień na support live czat. Rano dostałam informację, że wypłata jest na końcowym etapie przetworzenia, godzinę później dostałam od nich informacje, że wypłata jest opóźniona, a kolejna godzinę później, że dzień roboczy się jeszcze nie skończył i nie ma żadnego opóźnienia. Dziś mija kolejny dzień a agent na supporcie pisze, że wypłata oczekuje na przetworzenie. Kłamią, oszukują i nie wypłacają pieniędzy. Proszę o interwencję, bo dłużej nie mam naprawdę zamiaru czekać.

Dear Natkanatka,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I understand everything, but the wazamba casino did not want verification from me. Not required. The second thing is that live chat support receives conflicting information.

On January 3, I received information that there was a delay in the payment of money and that the agent had sent an appropriate message to the financial department. Yesterday I received information that there was no delay and that no information had been sent. An hour later, the withdrawal is in the final processing stage. Today is the fourth day and it turns out that the payment has not even been submitted for processing. The chat closes the window in a cheeky manner. Email support does not respond to messages.

Ja wszystko rozumiem, ale kasyno wazamba nie chciało ode mnie weryfikacji. Nie jest wymagana. Druga sprawa, że na live chat support otrzymuje sprzeczne informacje.

3.01 dostałam informację, że wystąpiło opóźnienie w wypłacie pieniedzy i że agent wysłał odpowiednią wiadomość do działu finansowego. Wczoraj otrzymałam informacje ze żadnego opóźnienia nie ma i że żadna informacja nie została wysłana. Godzinę później, że wypłata jest na ostatnim etapie przetwarzania. Dziś mija czwarty dzień i okazuje się, że wypłata nawet nie została przekazana do przetwarzania. Czat zamyka okno w bezczelny sposób. Support email nie odpowiada na wiadomości.

I also cannot understand why there is no payment status available in the account.

Nie jestem w stanie zrozumieć także dlaczego na koncie nie ma do podglądu statusu wyplaty.

Wazamba casino just blocked my ability to contact them via live chat.

Wazamba casino właśnie zablokowało mi możliwość kontaktu na live chat .

Please send me any correspondence related to the issue between you and the casino

My email is tomas@casino.guru

Dear Natkanatka,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.