Wazamba Casino - プレイヤーのアカウントがカジノによって突然閉鎖されました。

username:**** *****@gmail.com they closed my account without any reason and they have taken my money without telling me the reason they are thieves can you help me??

username:**** *****@gmail.com μου κλείσανε τον λογαριασμό μου χωρίς κανένα λόγο κ μου έχουν πάρει τα χρήματα μου χωρίς να μου λένε το λόγο είναι κλέφτες μπορείτε να με βοηθήσετε;;

Dear Rodman91,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

No I haven't played any bonuses .. slots and sports betting .. a week ago my account was closed after a withdrawal I had made and they had approved it for me ... I tried to access my account and I couldn't and I contacted them and my they said it

Όχι δεν έχω παίξει κανένα μπόνους .. κουλοχέρηδες και στοίχημα σε αθλήματα .. πριν μια βδομάδα μου κλείσανε το λογαριασμό μετά από μια ανάληψη που είχα κάνει κ μου την είχαν εγκρίνει…προσπάθησα να μπω στο λογαριασμό μου κ δεν μπορούσα κ επικοινώνησα μαζί τους κ μου το είπανε

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I don't have any chat because they close my chat and never answer me when I ask them

Δεν έχω κάποια συνομιλία γιατί μου κλείνουν την συνομιλία και δεν μου απαντάνε ποτέ όταν τους ρωτάω

You have also given them a good rating, that's why I joined wazamba from here I saw it but they are thieves when you win you are not qualified to give you your money

Τους έχετε βάλει και καλή βαθμολογία εγώ γιαυτο μπήκα στη wazamba από εδώ το είδα αλλά ειναι κλέφτες όταν κερδίσεις δεν πρόκριτε να σου δώσουν τα λεφτά σου

Please send me your recent attempts to discuss the issue with the casino, even if the casino's responses weren't helpful. I apologize for the inconvenience. Send the information to my email at tomas@casino.guru

Dear Rodman91,

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.

What to Reply ;; I am waiting to hear from you what has happened to my account..need I tell you anything else??

Τι να απαντήσω ;; Περιμένω να μάθω από εσάς τι έχει γίνει με το λογαριασμό μου.. χρειάζεται να σας πω κάτι άλλο ;;

Dear Rodman91,

We'll need to check the correspondence between you and the casino.

If the casino informed you in the past about account closure, please forward the email to me.

If you tried to contact the casino and ask for an explanation, please forward me the interaction with the casino as well.

Without it, we won't be able to proceed. Thank you for your understanding.

My email is tomas@casino.guru

yes I have contacted the casino and they don't give me any answer nor do they send me any email.. they say they will send me an email for the explanation but for a month now they don't send me anything .. I don't understand what exactly I have to do I have no answer from they don't tell me why they closed my account

ναι έχω επικοινωνήσει με το καζίνο και δεν μου δίνουν καμία απάντηση ούτε κάποιο email μου στέλνουν.. λένε θα μου στείλουν email για την εξήγηση αλλά εδώ και ένα μηνα δεν μου στέλνουν τίποτα .. δεν καταλαβαίνω τι ακριβώς πρέπει να κάνω δεν έχω καμία απάντηση από αυτούς δεν μου λένε γιατι μου κλείσανε το λογαριασμό

Thank you very much, Rodman91, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

It's been a month and I haven't received an answer what will happen to my money .. I talk to them and they say they will send me an answer but they don't send me anything .. they are thieves and they are making fun of people they are trying to steal my money

Έχει περάσει ένας μήνας και απάντηση δεν έχω πάρει τι θα γίνει με τα χρήματα μου .. μιλάω μαζί τους κ μου λένε θα μου στείλουν απάντηση αλλά δεν μου στέλνουν τίποτα .. είναι κλέφτες και κοροϊδεύουν τον κόσμο προσπαθούν να μου κλέψουν τα λεφτά μου

Hello, Rodman91,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Wazamba Casino team,

Could you please explain the player's situation in more detail? Why has her account been blocked/closed? Have disputed winnings been confiscated? What steps should the player take to unblock the account and/or access her remaining balance?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and evidence to my email address (branislav.b@casino.guru).

Good evening!! They haven't given me any explanation .. when I ask them they tell me a reply will come to your email but they don't send anything .. a month has passed and they don't tell me anything so suddenly they closed it without explaining to me the reason

Καλησπέρα σας!! Δεν μου έχουν δώσει καμία εξήγηση .. όταν τους ρωτάω μου λένε θα έρθει απάντηση στο email σου αλλά δεν στέλνουν τίποτα .. ένας μήνας έχει περάσει και δεν μου λένε τίποτα έτσι ξαφνικά μου τον κλείσανε χωρίς να μου εξηγούν το λόγο

No I haven't done anything good I have withdrawn before and everything was fine but one day suddenly when I withdrawn I tried to access my account and they closed it and when I spoke to them they don't tell me the reason

Όχι δεν έχω κάνει τίποτα καλό έχω ξανακάνει ανάληψη και ήταν όλα καλά αλλά μια μέρα ξαφνικά όταν έκανα ανάληψη προσπάθησα να μπω στο λογαριασμό μου κ μου τον είχαν κλείσει και όταν μίλησα μαζί τους δεν μου λένε τον λόγο

Good evening, is there any update on my money and my account??? I spoke to them again but they don't give me any explanation

Καλησπέρα σας υπάρχει κάποια ενημέρωση για τα χρήματα μου και τον λογαριασμό μου ??? Μίλησα μαζί τους πάλι αλλά δεν μου δίνουν καμία εξήγηση

Dear all,

Thank you for reaching out!

Please be informed that the account of the customer was closed due to an administrative decision, in accordance with the following point of the website's 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.

Despite the account closure, all pending withdrawals of the customer were paid out from our side. 

Please note, that the total amount of Deposits made by the customer is 500 EUR, while the total amount of withdrawals is 2050 EUR. 

Taking the above into consideration, the customer suffered no net loss. 

We hope this helps clarify the situation for you.

Best regards,

Wazamba team

I didn't have time to make the withdrawals, they lied that I had a balance in my account that they didn't give me.. they closed my account with a balance in it

Δεν είχα προλάβει να κάνω τις ανάληψης , ψέμματα λένε είχα υπόλοιπο μέσα στο λογαριασμό μου που δεν μου το έδωσαν .. μου κλείσανε το λογαριασμό με υπόλοιπο μέσα

Dear Wazamba Casino team,

Thank you for your response and additional details. Unfortunately, that did not clarify the situation sufficiently.

The applied rule makes sense (in a fair manner, without providing further explanation or justified reason) if a player's remaining balance is paid out.

Regardless of the successful pending withdrawals, what was the remaining balance in the disputed account at the time of the account closure, please? If there was no remaining balance in the player's account at that time, can you somehow prove it?

If any of the user's winnings were confiscated, can you please look at my previous post and my questions/requests directed to the casino, and cooperate in providing relevant answers and supporting evidence?

I don't remember exactly how much I think 400 euros I had in my account .. I also had open bets that came out winning so the amount was higher .. I can't know exactly but this is a scam .. they can do it whenever they want with any account without to explain how people can play in this company are thieves

δεν θυμάμαι ακριβώς το ποσο νομίζω 400 ευρώ είχα μέσα στο λογαριασμό μου .. είχα και ανοιχτά στοιχήματα που βγήκαν κερδισμένα άρα το ποσο ήταν μεγαλύτερο .. ακριβώς δεν μπορώ να ξέρω αλλά αυτό είναι απάτη .. μπορούνε να το κάνουν όποτε θέλουν με όποιον λογαριασμό χωρίς να δώσουν εξηγήσεις πως μπορεί ο κόσμος να παίζει σε αυτή την εταιρεία είναι κλέφτες

You have it too high the safety of people playing while here it clearly seems that they stole my money because they wanted to without any explanation people should be careful what scammers they are dealing with stay away from these companies

Το έχετε και πολύ υψηλό την ασφάλεια να παίζει ο κόσμος ενώ εδώ φαίνεται ξεκάθαρα ότι μου κλέψανε τα λεφτά επειδή θελανε χωρίς καμία εξηγήσει ο κόσμος πρέπει να προσέχει με τι απατεώνες έχει να κάνει μακριά από αυτές τις εταιρείες

Alright, Rodman91. In the meantime, while we are waiting for the casino's response and the additional details I requested, I have a few questions also for you.

From what games or types of games did you accumulate your disputed winnings that remained at the casino and were allegedly confiscated by the casino?

Do I understand correctly it was accumulated in sports betting? Can you state in which games or types of games your open bets were made?

Although we are waiting for the casino's response, be sure I will wait for your answers to these questions.

I had bet on winning the europa conference league Olympiakos 26 yield 10 euros and I also had another 350 euros or so I don't remember exactly but I had won them from a bet .. I couldn't withdraw them because they don't let me withdraw more than 500 euros and that's why I was late I withdraw all the money

Είχα ποντάρει την κατάκτηση europa conference league Ολυμπιακός 26 απόδοση 10 ευρώ και επίσης είχα και αλλα 350 ευρώ περίπου δεν θυμάμαι ακριβώς όμως από στοίχημα τα είχα κερδισμένα .. δεν μπόρεσα να τα σηκώσω γιατί δεν αφήνουν να κάνω ανάληψη πάνω από 500 ευρώ και γιαυτο άργησα να τα κάνω ανάληψη όλα τα χρήματα

Thank you for the additional information. So, let's wait for further details and supporting evidence from the casino.

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.

They won't answer anything because they are thieves that's what they do they steal people's money because they don't have a license and they can do it without anyone doing anything to them

Δεν θα απαντήσουν τίποτα γιατί είναι κλέφτες έτσι κάνουν αυτοί κλέβουν τα λεφτά του κόσμου γιατί δεν έχουν άδεια και μπορούν να το κάνουν χωρίς να τους κάνει κανένας τίποτα

Dear all,

We have conducted another investigation into the situation with the customer's account, and reached the decision to allow the customer to withdraw the deducted winnings.The account itself, however, will remain closed. In order for us to proceed with the payment, we kindly ask you to provide us with the following information:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Bank Country

Feel free to send the information to our email address.

Best regards,

Wazamba team

Ok I will proceed with what you ask and hopefully get the money thanks

Οκ θα προχωρήσω σε αυτό που μου ζητάτε και ελπίζω να πάρω τα χρήματα μου ευχαριστώ

Thank you both for your replies and updates.

Dear Rodman91,

At this point, I sincerely believe it should only be a matter of time before the casino processes a refund and a payment comes to you.

Please let us know of any updates or a successful payment.

Yes yes I will let you know thank you very much!! I hope everything goes well

Ναι ναι θα σας ενημερώσω ευχαριστώ πολύ!! Ελπίζω να πάνε όλα καλά

I got my money normally!! A big thank you to the casinoguru team without you they wouldn't have given me my money !! Well done for the perfect job you are doing and thanks for everything!!!!!❤️❤️

τα πήρα τα χρήματα μου κανονικά !! Ένα μεγάλο ευχαριστώ στην ομάδα του casinoguru χωρίς εσάς δεν θα μου έδιναν τα χρήματα μου !! Μπράβο για την τέλεια δουλειά που κάνετε και ευχαριστώ για όλα !!!!!❤️❤️

Great news, Rodman91!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Thank you, Wazamba Casino Team, for your willingness to review the case again and reconsider your decision. We highly appreciate it!

Best regards,

Branislav, Casino.guru