Wazamba Casino - プレイヤーの撤退が遅れています。

I made the withdrawal on 01/09/2021 and so far no response, I send an e-mail, I try to get in touch via chat and without success. I am awaiting the money in my account urgently.

Fiz o saque dia 01/09/2021 e até agora nenhuma resposta, envio e-mail, tento entrar em contato pelo chat e sem sucesso. Estou aguardando o dinheiro na minha conta com urgência.

Dear luansantos19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

It's been 14 days and so far I haven't received my money. In fact, I'm not even able to log in anymore.

Já se passou 14 dias e até agora não recebi meu dinheiro. Inclusive, nem na minha conta estou conseguindo entrar mais.

And the value is wrong, it's R$148

E o valor está errado, é R$148

Thank you very much luansantos19 for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello luansantos19,

I looked at your complaint and will do my best to help you. I would like to invite Wazamba Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear Player,

We are sorry for the delay in your first withdrawal.

We sent you an email yesterday detailing the following steps to finalize your withdrawal request as soon as possible.

We are increasing our support team in Portuguese to offer the best service going forward.

For more questions or concerns, please contact us via chat or by email.

Best regards,

Wazamba Casino Support Team

I submitted my documentation. Now he says he doesn't accept proof of residence from a virtual bank, but it's the only one I have. Is there any other way to advance this procedure? I've been trying for 29 days and nothing, the service via e-mail is very bad.

I have already sent my documentation, now I only have proof of residence in my name from a digital bank.

Eu enviei a minha documentação. Agora fala que não aceita comprovante de residência de banco virtual, mas é o único que eu tenho. Tem algum outro meio para adiantar esse procedimento? Tem 29 dias que estou tentando e nada, o atendimento via e-mail é muito ruim.

Já enviei minha documentação, agora o comprovante de residência em meu nome só tenho de banco digital.

We would like to ask the Wazamba 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’.

Good day,

Thank you for getting back to us.

We would like to highlight that we have reached out to the client via email informing them that, unfortunately, we were not able to process the payment through their chosen payment method due to a technical issue. However, we will process the withdrawal manually from our side as soon as the client provides the e-wallet information we have requested via email. We completely understand how frustrating this situation is and we will do our best to process the payment without any further delays once we receive the details.

As for the verification of the account, it will be worked on separately and we will inform the client via email of any updates. Please be sure that we are making every effort to make the process as straightforward as we can.

We hope the above clarifies the situation. We are looking forward to hearing from the client.

Sincerely,

Wazamba

Dear luansantos19,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Apologies for the delay. I got in touch by email and sent all the documentation but they just reject it, as if they didn't want to return the money. I went to the bank to request something that proves my residence, they said that the only thing that could prove my residence would be the account opening voucher that had my address or if I asked for another card that would also have my address, no had an extract or something. I emailed this documentation to them and they always refuse. I'm still at the same address as when I created the account, but they always refuse.

A real disregard for the customer.

Desculpe pela demora. Eu entrei em contato por e-mail e enviei toda documentação mas eles ficam só rejeitando, como se não quisesse devolver o dinheiro. Eu fui no banco para solicitar algo que comprovasse minha residência, eles falaram que a única coisa que poderia ter que comprovasse a residência seria o comprovante de abertura de conta que tinha meu endereço ou caso eu pedisse outro cartão que teria o meu endereço também, não tinha extrato ou algo do tipo. Eu enviei essa documentação via e-mail para eles e eles sempre recusam. Eu estou no mesmo endereço ainda de quando criei a conta, porém eles sempre recusam.

Um verdadeiro descaso com o cliente.

I can be sending here all the documentation as proof, in case you need it...

Posso estar enviando aqui toda a documentação como prova, caso precise...

I do not have any other form of proof of residence because I do not have a water, electricity, etc. bill in my name. The only thing I have is this bank account and digital bank account.

I honestly don't understand such bureaucracy to withdraw this money, if I'm proving that this account is mine. To deposit is simple and fast, now to withdraw is all this complexity.

Since last month I've been trying to withdraw this money, and it's not even a big amount.

THE VALUE IS 148. The amount in the claim is incorrect.

Eu não tenho outra forma de comprovação de residência porque não tenho conta de água, luz, etc, em meu nome. A única coisa que tenho é essa conta no banco e conta em banco digital.

Sinceramente não entendo tamanha burocracia para retirar esse dinheiro, se estou dando provas que essa conta é minha. Para depositar é simples e rápido, agora pra sacar é essa complexidade toda.

Desde o mês passado eu estou tentando retirar esse dinheiro, e nem é uma quantia alta.

O VALOR É 148. O valor na reclamação está incorreto.

Dear luansantos19,

did you provide them e-wallet information that was requested via email?

Is the electronic wallet you talk about a personal document of mine? If so, I did provide photos of my driver's license.

A carteira eletrônica que você fala é algum documento pessoal meu? Se for, forneci sim, fotos da minha CNH.

Dear luansantos19,

Casino asked you to provide e-wallet information in order to get your withdrawal processed manually. Please, provide them what they need and let me know about your progress.

Thank you for understanding.

The information he asked for I have already provided, which were these images I sent here and some kind of identity document. If you want, I can be forwarding the email here.

As informações que ele pediu eu já forneci, que foram essas imagens que enviei aqui e algum tipo de documento de identidade. Caso queira, posso estar encaminhando o e-mail para cá.

I've already provided all the data by email and it's as if I haven't sent anything. I've already explained that I don't have a water or electricity bill in my name, but there's this document that I went to the bank to get to get them and they're making fun of my face, because they can only make fun of my face. It's been almost 2 months since I've been trying to do this account confirmation and it's always the same thing. This document has all my data, both full name and address.

Please help me.

I know the value is small but it's been an extreme headache.

Já forneci todos os dados por e-mail e é como se não tivesse enviado nada. Já expliquei que não tenho conta de água ou luz no meu nome mas tem esse documento que fui no banco pegar pra chegar e eles ficarem de gozação com minha cara, porque só pode tá de gozação com minha cara. Já tem quase 2 meses que estou tentando fazer essa confirmação de conta e sempre a mesma coisa. Esse documento tem todos os meu dados, tanto nome completo quanto endereço.

Por favor, me ajudem.

Sei que o valor é pequeno mas tá sendo uma dor de cabeça extrema.

Good day,

Thank you for reaching out.

We would like to inform you that the account has been successfully verified.

However, we are still waiting for e-wallet or cryptocurrency information for the manual withdrawal. We have sent the reminder and the customer may check the inbox for the details.

Please, be informed that the withdrawal will be processed as soon as the customer provides us with the information for manual withdrawal.

If you have any questions or difficulties with the above documents, please, feel free to contact our support in the live chat.

Sincerely,

I've already passed my electronic wallet data, I'm waiting for the amount to be sent.

I checked on the website, I have R$208 in balance, I request the withdrawal of the total amount.

Já passei os meus dados da carteira eletrônica, estou aguardando o envio do montante.

Verifiquei no site, tenho R$208 de saldo, solicito o saque do valor total.

Dear luansantos19,

thank you for informing me, let me know when you'll receive your winnings, please.

They requested the electronic wallet and when I provided it asked to inform another one. It is no longer enough that such a delay for a withdrawal is always putting up difficulties.

I've been trying to withdraw this money since September 1st, for over 2 months. Not even if it was too high a value for putting difficulties...

This is the email they sent me:

"Hello Luan,

Thank you for contacting the Customer Support Team. It would be my pleasure to help you today!

I would like to let you know that your account has been verified.

To proceed with the manual withdrawal, we ask that you send us information about the electronic wallet or cryptocurrency available.

Possible options are: AstroPay, Pay4Fun, Ecopayz, Mifinity, Muchbetter, Bitcoin, Litecoin, Ethereum, Ripple.

The withdrawal will be processed as soon as we receive information about one of the above options.

If you have difficulties with the options, please contact us via live chat so that we can help you.

Wazamba.com Team"

When I sent AstroPay's data, they said they weren't accepting it. Now I have to create another electronic wallet just for that, honestly, a real disregard for the customer.

Solicitaram a carteira eletrônica e quando forneci pediu para informar outra. Já não basta tamanha demora para um saque e ainda fica sempre colocando dificuldades.

Estou tentando sacar esse dinheiro desde o dia 01/09, a mais de 2 meses. Nem se fosse um valor muito alto pra tá colocando dificuldades...

Este é o e-mail que me enviaram:

"Ola Luan,

Obrigado por entrar em contato com a Equipe de Suporte ao Cliente. Será um prazer ajudá-lo hoje!

Gostaria de te informar que a sua conta foi verificada.

Para proceder ao levantamento manual solicitamos que nos envie as informações sobre a carteira eletrónica ou criptomoeda disponível.

As opções possíveis são: AstroPay, Pay4Fun, Ecopayz, Mifinity, Muchbetter, Bitcoin, Litecoin, Ethereum, Ripple.

O saque será processado assim que recebermos as informações sobre uma das opções acima.

Caso voce tenha dificuldades com as opções, entre em contato pelo chat ao vivo para que possamos te ajudar.

Equipe Wazamba.com"

Quando enviei os dados da AstroPay, falaram que não estavam aceitando.. Agora tenho que criar outra carteira eletrônica só pra isso, sinceramente, um verdadeiro descaso com o cliente.

Dear Casino,

can you please specify where is the problem with offered AstroPay payment option?

Good day,

Thank you for reaching out.

We apologize for the delay in the withdrawal and miscommunication. The customer was provided with the available options for withdrawal, however, in this case, we are forced to make a manual payment, for which, as the client was informed, Astropay is not suitable.

We always strive to deliver high-quality services and therefore we kindly asked the client to provide us with Ecopayz, Neteller, or Pay4Fun. Currently, we are waiting for these details in order to process his payout. Once the customer provides us with one of the suggested e-wallets, the withdrawal will be immediately initiated.

Once again be informed that if you have any questions or difficulties with the above, please, feel free to primarily contact our support in the live chat or email and we will assist you.

Sincerely,

Wazamba.com

Dear luansantos19,

try to create one of the offered payment methods and ask for a withdrawal, please. Let me know about your progress.

Good day,

Be informed that your withdrawal was initiated and will be processed as soon as possible. You will get e-mail confirmation in the nearest future.

Thank you for your patience and cooperation in this matter!

Should you have any questions, do not hesitate to contact our support in chat or via email.

Sincerely,

Wazamba.com

Dear luansantos19,

let me know when you'll receive your winnings, please.

Dear luansantos19,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Yes, the money fell into the account, but I had to pay a fee of 69 reais to withdraw.

I believe they didn't want to transfer to AstroPay for that very reason, because there is no fee.

But anyway, even though I lost that money and in the face of all the hassle and frustration, they returned my money.

Thank you Casino Guru for your help.

Sim, o dinheiro caiu na conta, porém tive que pagar uma taxa de 69 reais pra sacar.

Acredito que eles não queriam transferir para AstroPay justamente por isso, porque não tem taxa.

Mas enfim, mesmo perdendo esse dinheiro e diante toda enrolação e frustração, devolveram meu dinheiro.

Obrigado Casino Guru pela ajuda.

Dear luansantos19,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru