Wazamba Casino - プレイヤーのアカウントは閉鎖されました。

Casino closed my account according to the decision of administration. Support couldn't give me detailed information. My withdrawal request was canceled. I would like to get exact reason of my account closure and get my amount back. My winning was made without bonus. I have never used bonuses in this casino.

Dear Kianis,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• When did you create your casino account?

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,

Kristina

Dear Kristina,

I was focused on slots.

My account didn't need verification.

I created the account on 06.03.2025.

Thank you very much for your reply, Kianis. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

I don't have any email informing me about account closure and the reason for this, but only regarding withdrawal cancelation. Anyway I shared it with you.

Do I understand correctly that you had €201 (dispute value) in your casino account before it was closed?

Hello,

Yes my balance was 201EUR.

Thank you very much, Kianis, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.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.

Dear Kianis,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wazamba Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wazamba Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kianis,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

Wazamba team.

Dear Wazamba Casino,

I’m following up after a week to check if there are any updates regarding this matter. Would you now be able to provide any additional details related to the case?

Thank you for your time and cooperation.

Hello all,

We sincerely apologies for the delay. We did not mean to keep you'll waiting.

Unfortunately! Our relevant team needs some more time.

However, we assure you we will try our best to help in the most effective way and as earliest as possible.

We have sent a reminder to prioritize this case. Therefore, we are expecting that we should be able to provide an update without much further delay.

Thank you for being so patient with us so far. We really appreciate it!

Kind regards,

Wazamba team.

Dear Wazamba Casino,

It has now been over a month since I invited you to participate in this complaint thread, and more than two months since the complaint was originally submitted. I trust this timeframe has been sufficient for you to gather all the necessary information regarding the reasons for the player's account closure.

Please provide an update as soon as possible - either by replying directly in the thread or by sending the details to my email address at jakub.m@casino.guru.

Thank you for your attention to this matter.

Hi everyone.

Casino refunded the balance. Thank you, Kubo and Kristina for your help.

Hello Kianis,

We are glad that you received your funds.

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

Best regards,

Wazamba team.

Hello Kianis,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Kianis,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo