Wazamba Casino - プレイヤーのアカウントは突然閉鎖され、賞金は没収されました。

Hello Casinoguru team,

On June 22nd I received a 100% deposit bonus up to 400 euros with 5x wagering, from Wazamba Casino to reopen my account, which I took. On June 26th I received an email from them stating that my account has been closed and the profits confiscated and my 400 euro deposit was returned shortly after that. They also closed my account in Quickwin (another Rabidi N.V. /Estolio Limited casino) with 2.2k in my account and the reason for that was "administration's decsion" at first.The Term that was claimed from them was that I violated Term 6.6.4 which states that, if verification is requested by them, the player has 30 days to provide the required documents otherwise the account will be closed and profits confiscated. A few days go past and they reopen my account in Quickwin (without notifying me) and when I log in and ask them, only then verification was requested and after it was completed I could withdraw my funds. The account in Quickwin at the time of closure was 17 days old (from the date that it was created) and the term 6.6.4, that they later claimed for Quickwin as well, gives a 30 day window! I had been a member in Wazamba casino for the past 10-11 months and up until now had no issues with them but also didn't have any similar big wins! Since the past couple of weeks they have stopped responding via email and I have contacted a lawyer and hopefully we can resolve this matter in a consensual way as soon as possible before further action is needed. I will be attaching a pdf with printscreens of the back and forth wtih Wazamba, Quickwin and 7signs ,(7signs I had a similar offer to wazamba) all casinos of the same company. The first couple of mails are in Greek from their side using google translate.

Best,

Manos/Emmanouil ****

Dear manoskap7,

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 if you have submitted any documents for verification purposed to Wazamba Casino?

Were any documents requested for verification by the casino from you and when?

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

Verification was never requested by them so the documents have not been submitted. Only after the profits were confiscated they stated that they would reopen my account if I provided them with the documents but without my profits.

Attaching also 2 screenshots of what they were asking from me in order to reopen my account. To drop any claim I had against their casino.

Thank you very much, manoskap7, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi manoskap7,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Wazamba Casino to the conversation to participate in the resolution of this complaint.

Ok thank you!

Dear all,

Thank you for reaching out.

Please be informed that we contacted the department that was responsible for the actions in order to have clarity regarding this particular case. You can rest assured that a reply will be given as soon as possible. Thank you for your patience.

Best regards,

Wazamba.com

Dear all,

Thank you for your patience.

We would like to inform you that after a thorough review of the claim, we have come to a decision to re-open the account and credit back the winnings, effective as of now. The account is now verified.

Best regards,

Wazamba.com

Glad we could settle this issue. Thank you.

Hi all,

Thank you for your replies.

Dear manoskap7,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter