Wazamba Casino - 플레이어의 계정이 폐쇄되었으며 출금이 지연되었습니다.

Hello,

In September 2024, I won a significant amount with a small deposit. Altogether, there was about €1700 in my casino account. I withdrew €1400 to my FunID wallet.

After this, the casino asked me to upload documents to verify my account. I did so. All documents were accepted except for the screenshot of my virtual credit card. I tried uploading it three times as instructed, but to no avail. Then, I was requested to upload all account transactions with the deposits. I immediately complied with this. A few days later, my account was blocked. I contacted customer service via the chat function, and they informed me that my account could not be reactivated, and the remaining balance of €334 was supposed to be paid to me within 3 working days. When I asked where the payment was sent, I only received a response that the specialist department would contact me. To date, I have neither received the payment nor an email, despite multiple attempts to contact them, including by email. I have repeatedly been assured that I will definitely receive the money. It's now been another 4 weeks.

The bizarre thing is, after Wazamba blocked me, my FunID wallet was also blocked, and the €1250 in it was not paid to me, despite a confirmation email from FunID stating that the money would be paid to me within 3 working days.

I am requesting your help.

Guten Tag,

ich habe im September 2024 mit einer kleinen Einzahlung eine höhere Summe gewonnen. Insgesamt waren ca.1700€ auf dem Casino Konto. 1400,-€ habe ich auf die FunID- Wallet ausgezahlt.

Nachdem wurde ich vom Casino gebeten Unterlagen hochzuladen, um mein Konto zu verifizieren. Dies tat ich. Alle Unterlagen wurden akzeptiert, außer der Screenshot meiner virtuellen Kreditkarte. Ich habe es 3 mal versucht hochzuladen, genau wie es beschrieben wurde, leider vergeblich. Danach wurde ich aufgefordert alle Kontobewegungen mit den Einzahlungen hochzuladen. Dies erledigte ich umgehend. Daraufhin wurde nach wenigen Tagen mein Konto gesperrt. Ich habe über die Chatfunktion den Kundenservice kontaktiert, dieser teilte mit mit, dass mein Konto nicht mehr entsperrt werden kann und der Restbetrag von 334,-€ innerhalb von 3 Werktagen an mich ausbezahlt werden soll. Auf die Nachfrage wohin der Betrag überwiesen wurde, bekam ich nur die Antwort, dass die Fachabteilung sich bei mir melden wird. Weder eine Auszahlung, noch eine Mail habe ich bis heute erhalten, trotz mehrfacher Kontaktaufnahme auch per Mail. Ich habe mehrfach die Information bekommen, dass ich das Geld auf jeden Fall erhalte. Mittlerweile sind wieder 4 Wochen vergangen.

Das kuriose ist, dass nachdem Wazamba mich gesperrt hat, auch meine FunID Wallet gesperrt wurde und darauf meine darauf befindlichen 1250,-€ auch nicht an mich ausgezahlt wurden, trotzt einer Bestätigungsmail von FunID mit der Bestätigung, dass das Geld an mich ausgezahlt wird innerhalb von 3 Werktagen.

Ich Bitte Sie um Hilfe.

Dear Nico12399,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you deposited using a virtual credit card to the casino? Is the credit card in your name? Is it associated with a bank account in your name?
• Could you please share the communication in which casino support advised the remaining balance would be paid out to you?
• My email is tomas@casino.guru

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,

Tomas

Good day

Tomas, I replied to your request last week via email and have not received a response yet.

Guten Tag

Tomas ich habe dir auf deine Anfrage letzte Woche per Email geantwortet und noch keine Antwort erhalten.

Thanks for your email.

Could you please clarify whether the 1400€ reached your funID wallet?

Is only the 334€ currently missing?

Dear Nico12399,

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, the €1400 arrived in my Fun ID account. I deposited €150 of this into a casino. Then there was €1250 left on Fun ID. The €1250 was not paid out. At the same time, Fun ID and Wazamba were blocked. That means I am missing €1250 from Fun ID and €334 from Wazamba.

Best regards

Guten Tag, die 1400€ sind auf meinem Fun ID Konto angekommen. Davon habe ich 150€ in ein Casino eingezahlt. Dann waren noch 1250€ auf Fun ID drauf. Die 1250€ wurden nicht ausgezahlt. Zeitgleich wurde Fun ID und Wazamba gesperrt. Das heißt mir fehlen 1250€ von Fun ID und 334€ von Wazamba.

Mit freundlichen Grüßen

Thank you very much, Nico12399, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Nico12399,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Wazamba Casino representative to join this conversation and participate in resolving this complaint.

Dear Wazamba Casino,

Could you comment on this and state why the player's account got blocked?

Thank you in advance for providing the information.

Dear Nico12399,

We hope you find this email in good health!

We kindly request you to please share your Transaction history of payment method used to top-up Skrill wallet for the full month of September in PDF file. (From 1st of September 2024 to 30th of September 2024).  

Please make sure you send as it is and do not modify or edit the requested PDF.

We are waiting for your reply as we have sent an email requesting the Transaction history.

Best Wishes,

Wazamba Team.

Hello Nico12399,

Could you follow the casino's instructions and provide them with the transaction history of the payment method used to top-up the Skrill wallet for the full month of September in a PDF file?

Please, let me know once you do that.

I'll be awaiting your reply.

Good day

I sent the statement from my Skrill wallet to the casino.

Best regards

N.Philipp

Guten Tag

Ich habe den Auszug von meinem Skrill Wallet an das Casino geschickt.

Mit freundlichen Grüßen

N.Philipp

Dear Wazamba Casino,

Could you review the provided document and let us know if everything is in order?

I'll be awaiting your reply.

Dear Nico12399,

We hope you find this email in good health!

We would kindly want to inform you that you have uploaded Skrill transaction history again.

Instead, we need Transaction history of payment method used to top-up Skrill wallet for the full month of September in PDF file.

We are waiting for your reply as we have sent an email requesting the Transaction history.

Best Wishes,

Wazamba Team.

Good day

I have now also sent the bank statement from Paysafecard with which I deposited in September.

Best regards

N.Philipp

Guten Tag

Ich habe jetzt auch noch den Kontoauszug von Paysafecard gesendet womit ich auch im September eingezahlt habe.

Mit freundlichen Grüßen

N.Philipp

Dear Wazamba Casino,

Did you manage to receive sufficient documents to verify the player?

I'll be awaiting your reply.

Dear Nico12399,

We hope you find this email in good health!

We would kindly want to inform you that we need your Bank statement of your Bank account for September in PDF file. (From 1st of September 2024 to 30th of September 2024). Showing all transactions. As we can see you have charged your Skrill wallet with your bank account. Hence, requesting you to please share your bank details as we would need to understand the source of funds. 

We are waiting for your reply. Thank you!

Best Wishes,

Wazamba Team.

Hello Nico12399,

Could you provide the casino with the requested bank statement?

Please let me know once you provide the casino with the documents.

I'll be awaiting your reply.

Good day

I just wanted to let you know that I sent the bank statement to the casino.

Lg

N.Philipp

Guten Tag

Ich wollte nur mitteilen das ich den Kontoauszug an das Casino geschickt habe.

Lg

N.Philipp

Dear Wazamba Casino,

Did you manage to receive sufficient documents to verify the player?

I'll be awaiting your reply.

Hello all,

We would like to share an update that we have requested the bank details of Nico12399.

We have already sent an email asking for bank details. To help with the refund of the balance amount. Once we receive the details we will proceed with the refund at the earliest as possible.

Best regards,

Wazamba Team.

Hello Nico12399,

Could you follow the casino's instructions and provide them with the bank details? Please, let me know as soon as you provide the casino with the documentation.

I'll be awaiting your reply.

Good evening

I sent the data to Wazamba Casino as requested.

Best regards

N.Philipp

Guten Abend

Ich habe die Daten so wie angefordert an das Wazamba Casino geschickt.

Mit freundlichen Grüßen

N.Philipp

Dear Wazamba Casino,

Have you been able to obtain the required bank details from the player? If so, could you provide us with an update on whether the player will receive the remaining €200?

I'll be awaiting your reply.

Dear Nico12399,

We are happy to confirm that your manual withdrawal of 336 EUR has been processed, and the money has been sent from our side on 13th of December 2024.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best Wishes,

Wazamba Team.

Good day

I received the 336€ from Wazamba, thank you very much for that.

But my second problem still exists: the part, i.e. €1250, that I paid out from Wazamba Casino to the FunId wallet. FunId is still holding onto it because Wazamba Casino, where it blocked my account, sent a message to FunID that my casino account had been blocked by Wazamba and, almost at the same time, FunId blocked my wallet. And Wazamba Casino now has to ask FunId to transfer the remaining €1250 to me. Since all the problems have been resolved. Otherwise I'll have to go to court with my lawyer. I hope that the problem can still be solved, PLEASE.

Best regards

Nicole Philipp

Guten Tag

ich habe die 336€ von Wazamba erhalten ich danke sehr dafür.

Doch besteht mein 2 Problem ja immer noch das der Teil also 1250€ die ich ja vom Wazamba Casino auf die FunId Wallet ausgezahlt habe Den hält FunId immer noch unter Beschlag da das Wazamba Casino wo es mein Konto gesperrt hat eine Meldung an FunID geschickt hat das mein Casino Konto von Wazamba gespeert wurde und quasi im gleichen Atemzug hat dann FunId auch meine Wallet gesperrt. Und das Wazamba Casino muss jetzt bei FunId in Auftrag geben das Sie mir noch meine fehlenden 1250€ überweisen. Da ja alle Probleme geklärt wurden. Sonst muss ich extra dafür vor Gericht ziehen mit meinem Anwalt. Ich hoffe das sich das Problem auch noch lösen lässt BITTE.

Mit freundlichen Grüßen

Nicole Philipp

Dear Wazamba Casino,

Could you comment on this matter?

I'll be awaiting your reply.

Dear Nico12399,

We have already refunded the balance amount of 336 EUR.

Can you please share the screenshot of the transaction you are referring to so we can check further accordingly.

Best Wishes,

Wazamba Team.

Hello Nico12399,

Could you follow the casino's instructions and send us a screenshot of the problem with FunID?

I'll be awaiting your reply.

Dear Nico12399,

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.