Wazamba Casino - プレイヤーは複数のアカウントを開設したとして非難されています。

Hi, they blocked my wazamba account on suspicion of dual accounts, most likely because I played from my mobile phone, not at my house, connected to another wifi. They said I created a duplicate account without giving me a chance to prove with my documents that only I played but in different places. I contacted them several times without asking me anything as proof. Obviously, it is clear that I have not created any duplicates. They just closed the "doors in my face" without asking me anything but blocking the withdrawal.

Salve, mi hanno bloccato l'account wazamba con accusa di duplice account, molto probabilmente perchè ho giocato dal cellulare non a casa mia, connesso ad un altro wifi. Hanno detto che ho creato un account duplicato senza darmi la possibilità di dimostrare con i miei documenti che ho giocato solo io ma in luoghi diversi. Li ho contattati piú volte senza chiedermi niente come prova. Ovviamente, è chiaro che non ho creato alcun duplicato. Mi hanno proprio chiuso le "porte in faccia" senza chiedermi niente ma bloccandomi il prelievo.

Dear gianclaudio, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

"3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

each action performed using a Duplicate Account is considered void;

any promotions that the Duplicate Account has participated in will be cancelled;

any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

the Duplicate Account will be closed without an option to reopen it."

Do I understand correctly that your account has not yet been verified? Have you accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Looking forward to hearing from you.

Best regards, 

Kristina

Hi Kristina, I have accumulated my winnings without active bonuses, but by reloading 40 euros and that's it. A friend of mine came to my house to play with her account but with my wifi (I didn't play, she came to show us the site at home). What surprises me is that they do not ask for documents to verify everything but start with the assumption that I have created a duplicate, when I subsequently created my account as I liked the site. I email you the conversations

Salve Kristina, io ho cumulato le mie vincite senza bonus attivi, ma ricaricando 40 euro e basta. Una mia amica è venuta a casa mia a giocare con il suo account ma con la mia wifi (io non ho giocato, è venuta lei a farci vedere il sito a casa). Quello che mi sorprende e che non chiedano dei documenti per verificare il tutto ma partano col presupposto che io abbia creato un duplicato, quando io, successivamente, ho creato un mio account in quanto il sito mi piaceva. Le mando per email le conversazioni

Thank you for your reply and email, gianclaudio. Could you please confirm that you used your own and correct personal details (name, home address, email address, phone number, etc.) when creating an account?

yes, I confirm

si confermo

Thank you very much gianclaudio for your reply. I will now transfer your complaint to my colleague Nick (nikolas.b@casino.guru) 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.

Okay thanks

Va bene, grazie

Hello gianclaudio,

I'm Nick and I'll be assisting you from now on. I would like to ask Wazamba Casino to join us and help us resolve the player's issue.

Hi Nick, thank you. Maybe they will listen to you, since they don't think of me at all. Please, tell him several times that I don't have any duplicate accounts but that a friend of mine has played at my house, a friend who obviously doesn't live with me. And if they ask for evidence, documents and stuff, I'm available to provide them.

Ciao Nick, grazie. Forse a te ti ascolteranno, dato che a me non mi pensano proprio. Mi raccomando, digli più volte che non ho alcun account duplicato ma che una mia amica ha giocato a casa mia, amica che ovviamente non abita con me. E se chiedessero delle prove, documenti e roba varia, sono disponibile a fornirli.

Hello Gianclaudio1 and Nick,

Thank you for reaching out!

We would like to inform you that after the investigation our system recognized the customer’s account as duplicate. However, we understand that there is might be no issue if the two individual players involved.

Therefore, the verification request was sent to the customers in question and once the requested information is collected we will be able to proceed with the payment.

Should you have any questions, please, do not hesitate to contact us!

Sincerely,

Wazamba.com

But are we talking about the deposit money or the money won?

Ma parliamo dei soldi del deposito o quelli vinti?

Hello gianclaudio,

Once you and your friend verify yourself, there shouldn't be any issue receiving your winnings and continue playing in the casino. Please send them all the documents and let us know if there will be any update regarding the case.

Hi, I have sent all the documents. I await their response

Ciao, ho mandato tutti i documenti. Attendo la loro risposta

Thank you gianclaudio for the update. Please let us know their answer as well.

Regards,

Nick

You will be the first to know

Sarete i primi a saperlo

They still haven't answered me, even though I sent the documents days ago

Ancora non mi hanno risposto, nonostante io abbia mandato i documenti giorni fa

They asked me for my documents again. This is not possible

Mi hanno chiesto nuovamente i documenti. Non è possibile questa cosa

Hello gianclaudio,

Did they explain why are they asking for it again? Was there anything incorrect? Please forward their e-mail to nikolas.b@casino.guru.

Regards,

Nick

Sent the mail

Mandata la mail

Dear gianclaudio,

Sorry for the later respond due to some health issues. Based on the e-mail you provided, it seems like some of the documents you provided earlier wasn't in PDF format or the details on it weren't visible. Could you please advise if you have resent them everything based on the description in the e-mail? If yes, did any answer came?

Regards,

Nick

Dear gianclaudio,

We haven't hear you from a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

The complaint will be now rejected for the above mentioned reason.