Wazamba Casino - プレイヤーの撤退が遅れています。

I've been waiting for a withdrawal at this casino for a month... they haven't asked me for KYC, I've just been waiting, they ignore my emails and everything.

Llevo esperando un retiro un mes en este casino... no me han pedido kyc, solo llevo esperando, pasan de mis correos y de todo

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear marki99293,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you requested this withdrawal?
• Have you made any successful withdrawals from your account previously?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Could you clarify exactly when you requested this withdrawal?

January 3

Have you made any successful withdrawals from your account before?

Yes, a smaller amount.

Did you accumulate your earnings while a bonus was active or not? If a bonus was active, please specify which one.

No bonus

¿Podrías aclararme cuándo exactamente solicitaste este retiro?

3 de enero

¿Ha realizado algún retiro exitoso de su cuenta anteriormente?

Sí, de una cantidad menor

¿Acumuló sus ganancias mientras un bono estaba activo o sin él? Si un bono estaba activo, especifique cuál.

Sin bono

Thank you for your reply, marki99293. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Could you clarify exactly when you made your last successful withdrawal and how many days it took to process?

It was over a month ago, but it was a smaller amount, I don't know if it was even 100 euros. I've been waiting ever since; in fact, they've now closed my account and they still haven't responded to my emails. I send them 10 a day and they don't reply to a single one.

What payment method did you choose to withdraw your winnings? Was it the same one you used before?

Yes, crypto

¿Podrías aclarar cuándo exactamente realizaste tu último retiro exitoso y cuántos días tardó en procesarse?

Hace más de un mes, pero era una cantidad menor no se si llegaba a 100 euros. Desde entonces esperando, de hecho ahora me han cerrado la cuenta y siguen sin responder a mis correos, les envío 10 al día y no responden ni uno

¿Qué método de pago elegiste para retirar tus ganancias? ¿Era el mismo que usabas antes?

Si, crypto

Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

When was the last time you tried contacting the casino regarding this issue? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

But I can't access my account, as I've already mentioned in all the messages. Since I can't access the account, I can't take any screenshots of the withdrawal status, transaction history, or anything else. The latest thing they've asked for is KYC (Know Your Customer) information, which I will send them.

Pero que no puedo acceder a mi cuenta, como ya he dicho en todos los mensajes, al no poder acceder a la cuenta no puedo hacer ninguna captura del estado de retiro, ni historial de transacciones, ni ninguna cosa. Lo último que me han pedido ahora es kyc que se lo enviaré

Did the casino specify why they closed your account?

They haven't given me any specific reason.

No me han especificado ninguna razón

Hello marki99293,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

?

Dear marki99293,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Wazamba Casino representative to join this conversation.

Dear Wazamba Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

They've asked me for verification of the last deposit, but since I can't access the account, they have to send me that date so I can send the photo.

Me han pedido verificación del último depósito, pero como no puedo acceder a la cuenta, ellos me tienen que mandar esa fecha para poder mandar la foto

Dear marki99293,

Please attach the document as a reply to the email we recently sent to you.

We kindly request that you attach the necessary documents to complete the verification of your account, enabling us to proceed with your request accordingly.

Kindly note, we need proof of all the deposits made to our platform from December 27, 2025, till January 30, 2026. 

Please ensure that the documents/screenshots clearly display the wallet address, transaction details, date, and amount, and that they are complete and not edited or hidden.

We look forward to receiving these details at your earliest convenience.

Kind regards,

Wazamba Casino team.

They ignore me; they tell me the date, but not the deposit amounts, as I've already requested by email. I've clearly made other transactions from my wallet, so I need to know the deposit amounts to send verification screenshots and identify which transaction it is.

Ni caso, me dicen la fecha, pero no el monto de los depósitos como ya les he pedido por correo. Evidentemente desde mi billetera he realizado más transacciones, por lo que necesito saber el monto de los depósitos para enviar las capturas de verificación, para saber qué transacción es

Dear Wazamba Casino,

Would you be able to provide specifications, as the player requested?

Dear marki99293,

Your request has been forwarded to the relevant department for review. We will provide you with an update at the earliest as possible.

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

Wazamba Casino team.

Dear Wazamba Casino,

Could you provide us with an update on the issue?

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.

This is my daily routine. Sending dozens of emails that are never answered.

Este es mi día a día. Enviando decenas de correos que nunca son respondidos

Dear marki99293,

Please attach the document as a reply to the email we recently sent to you.

Please be advised that we require you to attach the necessary documents to complete the verification of your account, enabling us to proceed with your request accordingly.  

We kindly suggest you to provide us with the proof of ownership for your cryptocurrency account. This may be submitted as a screenshot of the cryptocurrency account dashboard clearly displaying your personal information with your user ID to confirm ownership.

We look forward to your update. 

Kind regards,

Wazamba Casino team

Dear marki99293,

Could you please confirm, if you have been able to provide the casino with the requested verification documents?

I just sent what they asked for.

Acabo de enviar lo que pedían

Thank you for the confirmation, marki99293.

Please notify me, when you receive update in your verification or withdrawal process.

I have not received any

No he recibido ninguna

Dear Wazamba Casino,

Please provide us with an update on player's verification and withdrawal process as soon as possible.

Please note, that when it comes to verification of crypto wallets, based on our experience, they are often anonymous, which means, that when it comes to their proof of ownership, personal details are usually not visible. That is why we in cases like these encourage casinos to accept for example screenshots of wallets after login with visible wallet ID.

Dear marki99293,

We are please to inform that your account has been verified successfully. To facilitate the return of your balance amount of 500 EUR, please provide your bank details in the format requested via the email sent recently.

We look forward to your update

Kind regards,

Wazamba Casino team.

Dear marki99293,

Please notify me, when there is update in your withdrawal process.

Thank you.

I don't want to withdraw via bank transfer; I want to withdraw using cryptocurrency, since that's the method I used to deposit. I've never used a bank before, and if I had known, I never would have deposited. Withdrawals are made using the same method you used to deposit.

No quiero retirar por banco, quiero retirar usando criptomonedas, ya que ese es el método que usé para ingresar. Nunca usé banco y si lo hubiera sabido nunca habría depositado, se retira al mismo método que uno ingresó

Dear Wazamba Casino,

Would you be able to send the withdrawal to the same payment method, that has been used for deposit?

Dear marki99293,

We have sent another email asking for a valid Crypto currency address from the given options for us to proceed with the return of your balance amount of 500 EUR.

We look forward to your update

Kind regards,

Wazamba Casino team.

Thank you for the update, Wazamba Casino.

Dear marki99293,

Please notify me, when there is update in your withdrawal process.