Wazamba Casino - Аккаунт игрока был заморожен после выигрыша.

Hello, I've been playing with Wazamba casino for several months now, and until now there hasn't been a problem. Recently, I won a substantial amount of money on the slot machines and sports betting. However, my account has been frozen. I can't play or withdraw the money and the customer service tells me that they are reviewing my account and will get back to me soon. This has already been 8 days and I still have no news. I would like to point out that I live in Brazil and this is where I play from.

Kind regards

jo

Bonjour, cela fait plusieurs mois que je joue avec le casino Wazamba , jusqu'ici aucun problème. J'ai gagner récemment une somme d'argent assez importante sur les machines à sous et paries sportifs. Cependant mon compte a été geler je ne peux n'y jouer n'y retirer le services clients me dit qu'ils analyse mon compte et qu'il reviendront vers moi prochainement. Cela fait déjà 8 j et toujours aucunes nouvelle. Je tiens à précisé que je vis au Brésil et c'est d'ici que je joue.

Cordialement

jo

Dear Gommgomm72000,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win. 

As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to reviewing your account, we will try to help you. 

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure that needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise if you have redeemed any promotional offer when placing your last deposit? Was your account previously verified?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

 

hello and thank you for your return, my last deposit was simple and without promotions, it seems to me that my account was verified at the beginning of my registration. I'll come back to you when I have more news.

Sincerely .

Johan

Hello Gommgomm72000,

Have there been any developments since our last conversation, please? 

Hello, still no response from them, I even asked them (on August 20) to tell me what their license was and I was told that it was written on their site. but I don't find it written anywhere

I just got this email attached from customer service. But when I try to play on a machine or try to withdraw money, I still get a message telling me that my account is blocked.



Does the problem still persist even if you were informed on the 7th of September that your account was no longer blocked? Have yu been asked to provide any further information in order to speed up the investigation?

Yes of course but each time I am told that the service concerned will come around as quickly as possible.

They didn't ask me anything just to wait

Thank you very much, Gommgomm72000, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: Could you please change your country of residence in your Casino.Guru profile? 

Thank you verry much its ok for brasil country of résidence .

Hello Gommgomm72000,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Wazamba Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Wazamba Casino,

 

Can you please provide some insight into the problems the player is experiencing?

 

Kind regards,

Adam

Hello and thank you Adam !

Hello Adam, I received an email this morning asking me for supporting documents to provide.

For your information, I have already sent everything and I am waiting for acknowledgment of receipt.

Bonjour Adam , j'ai reçu un email ce matin me demandant des pièces justificatifs à fournir.

Pour information , j'ai déjà tout envoyé et j'attends l'accusé de réception.

Hello Gommgomm72000,

Thank you for the update, please do let us know of any further developments.

Kind regards,

Adam

Dear Gommgomm72000,

Can you provide an update, please? Has there been any progress?

Kind regards,

Adam

Hello Adam,Still no response following my documents sent !

yet they were visibly accepted but my account is still closed

Thank you for the information, Gommgomm72000.

We will allow more time for the casino to provide some feedback.

Kind regards,

Adam

My account has been blocked for almost a month for no reason.

I am extremely disappointed with the loyalty of this casino. I do not recommend anyone to use their services.

However, they have a rating of 9.1 on your site which is very good, it is even this reason that made me discover this site but I am starting to lose my patience, they did not take the time to write to us here either although They had 7 days to do it.

I really hope I don't get cheated playing on this site.

I applied again because I was told my documents would be verified quickly (3 business days) compared to the time I had already wasted.

J'ai à nouveau fait une demande car on m'avait dit que mes documents seraient vérifiés rapidement (3 jours ouvrés)par rapport au temps que j'avais déjà perdu.

Hello Gommgomm72000,

Thank you for the update. Please be aware that the verification process can take some time to complete once the correct documents have been received. As previously mentioned, we usually recommend allowing up to 14 days for this to be concluded, so I would suggest for the time being we should try to remain patient and wait for a response from the casino.

Kind regards,

Adam

Ah ok because on customer services a lady told me 3 working days, she must not have known, sorry.

So I'm going to wait wisely for them to analyze my documents.

Dear all, 

Thank you for your patience!

We kindly inform you that the account in question has been closed for a routine check.  

We are acting in accordance with the following points of our Terms and Conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Kindly be informed, that the full winnings remain on the account.

We assure you that as soon as the necessary internal checks are completed, the access to the account will be restored.

Additionally, we would like to thank you for continuing to undergo the verification procedure, which will speed up the withdrawals of your winnings in the future!

Thank you for your patience and collaboration!

Best regards,

Customer Support

Hello Wazamba Casino,

Thank you for your response.

Are you able to provide an estimated timeframe for the account check?

Kind regards,

Adam

hello and thank you for your response, I also thank you for your concern for our patience. In fact it has now been 44 days that we are still receiving this message ^We assure you that as soon as the necessary internal check is complete ^...

Do you treat each player's files the same way?

I have sent you all the necessary documents, do you need anything else that could be useful to you? I remain once again time at your disponal.

Sincerely,

Mr G***

Dear all,

At the moment the investigation is still ongoing, however we are unable to name the exact timeframe, since it requires the investigation on part of the game provider. We have now requested the relevant team to expedite the process and provide the estimated time of completion.

Thank you for understanding!

Best regards,

Customer Support

Hello and thank you for your answer. To tell the truth, I don't understand why after 50 days you are still on procedures, it's as if you were trying not to pay whatever the means. The worst part of all this is when I read the other player comments and ongoing complaints, something I hadn't seen before. Thank you for finally asking your agents to speed up the procedure.

I thank you again Casino Guru for your influence on this casino because even if my file is still under review, without you I would never have received a response from this casino.

And we are thousands of often loyal players who spend a lot of money and see when we finally win even a small amount, we are treated to pieces of dollars.

So Thank you for help all player !

Hello all, thank you for your responses.

Dear Wazamba Casino,

We will extend the timer while we wait for an update from you.

Kind regards,

Adam

Hello, when I logged into my account this morning, I noticed that my money had been withdrawn, this is starting to cause a lot of...

To support this, a screen was taken yesterday and today.

Thank you for the additional information, Gommgomm72000.

Dear Wazamba Casino,

Are you able to provide an update on what is happening?

Kind regards,

Adam

Dear Adam,

Please be informed, that the customer's account was restricted for an investigation, related to a technical issue on the side of the game provider Yggdrasil. A certain amount of winnings, previously on the balance, was made as a result of the technical issue. As a result of the investigation, the account has now been reopened, and the balance of the customer was rolled back to its state before the issue occurred.

We have sent you an email with the detailed explanation of the case.

We apologize for any inconvenience caused and thank you for your patience!

Best regards,

Wazamba Casino

o but seriously I don't know what this excuse is plus I won most of my winnings on sports bets which I kept carefully I am sending you the 90000 screens on a sports bet and a little more on others

Even on slot machines,honestly it's a joke luckily I kept everythingand I still have plenty, I will do the calculation for you

Please yggbrasil what machine is this !

could you send me the email because at no time did I have a technical problem and the majority of my winnings were on sports bets and a little on slot machines. if necessary I will give you all my screens

55 days for that but it's not possible I wouldn't stay there, go from 274,000 reais to 58, you have no shame!!

The worst part of all this is your contempt for speaking to Adam about me as a customer while I'm there and I'm reading

Dear Gommgomm72000,

I have requested further information from the casino via e-mail. I will post an update once this has been provided and reviewed.

Kind regards,

Adam

Thank you Adam yes please because I really swear that at no time have I seen a bug in the system, that the casino tries not to pay. please help me.

I'm also going to investigate on my own but I think that the casino put so much pressure on the game distributor that he ended up giving up, how is this possible after so much time? honestly I was expecting a double count or a missing piece of paper on me but here I am stunned

Dear Adam,

We have replied to your email with additional information request.

Looking forward to your review.

Best regards,

Wazamba Customer Support

I don't even have the right to know the details of their investigation, imagine my dismay...

Eu nem tenho o direito de saber os detalhes da investigação deles, imagine minha consternação...

Hello Adam do you have received thé information adicional ? think you are going to attack them, unfortunately I have no other choice, they are really stealing from me

Hello Gommgomm72000,

I have received further information from the casino and will post an update once this has been reviewed.

Kind regards,

Adam

Hello Gommgomm72000,

The casino has provided evidence that shows a problem with one of the games you played that allowed winnings to be credited to you without you having to make any bets. This has also been verified by the game provider. Due to this issue, you have been able to accumulate a large balance by being able to place bigger bets than you would if you had been playing in a normal situation, and every time you have returned to the game in question you have been credited more money without making bets.

You previously mentioned " if necessary I will give you all my screens", can I ask you to provide anything further you may have regarding bets placed and winnings obtained from slot games?

Kind regards,

Adam

hello Adam, but I never saw that a machine had a problem, I played on several machines I will send you the screens

There are so many, it's complicated to calculate it but I must have won around 150,000 reais in slot machines. the rest in sports betting.

I would like to see the casino screens please, anyway they gave me 50 reais out of 270,000, the glitch of the machine I find that really strange and if I had known I wouldn't have not withdrawn 1st withdrawal 300 reais / 2nd withdrawal 300 reais / 3rd withdrawal 4000 reais.

There are far too many inconsistencies, especially the time frame for processing this matter. I can't let this go. This must not happen to other players.

I spent more than 4000 dollars to finally win and in the end all the winnings were taken away from me, Casino Wazamba, without even finding any arrangements or anything else. Casino Wazamba you are going to lose a lot of players I can tell you and I will not give up,if you don't fix the situation!!!

I can no longer connect without having to accept their conditions, something they never asked me before.

so we also see who is in error !

Dear Gommgomm72000,

We have examined the evidence provided by the casino thoroughly, and I am afraid we will not be able to assist you any further with this case.

The evidence shows that due to an error in the software of one game, many bets placed were credited to you as a win when they should not have been, as well as multiple wins being credited to you without any bets having been placed. You stated that you did not notice anything wrong, but you have returned to this game on numerous occasions and accrued winnings without betting.

According to the evidence provided, the casino has acted in accordance with its terms and conditions by removing the winnings accrued after the error has occurred and returning your balance to the amount previous to the error. These terms in particular:

"In case of software malfunctions, erroneous financial transactions, etc., the Company has the right to write off incorrectly accrued funds from the customer's accounts, and also undertakes to refund all amounts incorrectly written off or not accrued due to technical problems to customers' accounts during 30 (thirty) days from the time such failure has been detected.

apply in this situation.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam