Wazamba Casino - 決済が遅延しているとのクレームがあります。

Please help me,

I made the first withdrawal of 240.00 reais this week and I didn't have any problems, but 3 days ago I made the request for a withdrawal in the amount of two thousand two hundred and twenty four reais and it is still pending, during this period I received an e- mail from wazamba asking for several documents and photos with identity, and a proof of address in my name, but the address is in my grandmother's name and the house bills in her name too, because I don't have my own house! I sent everything and until now my withdrawal is pending! Please help me ☹️

Por favor me ajudem,

Fiz o primeiro saque de 240,00 reais nessa semana e não tive nenhum problema, mas há mas ou menos 3 dias fiz o pedido de saque no valor de dois mil duzentos e vinte quatro reais e ainda está pendente, nesse periodo recebi um e-mail do wazamba pedindo vários documentos e fotos com a identidade, e um comprovante de endereço no meu nome, porém o endereço está no nome da minha avó e as contas da casa no nome dela também, pois não tenho casa própria! Enviei tudo e até agora meu saque está pendente! Por favor me ajudem ☹️

Dear rayaraketilly,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I see now that I have to wait two weeks to file a complaint, if you can help me anyway, I really appreciate it!

Another thing, I made the same complaint tonight and then made the registration, I put my email also the same as I put here in the register! 🇧🇷

Ví agora que tenho que esperar duas semanas para poder fazer uma reclamação, se puderem me ajudar mesmo assim agradeço de coração!

Outra coisa, fiz a mesma reclamação agora a noite e depois fiz o cadastro, coloquei meu email também o mesmo que coloquei aqui no cadastro! 😃👍

Dear rayaraketilly,

Have you received your withdrawal from the casino yet?

Help me please! They didn't pay me unfortunately, I already sent a proof of address, my credit card slip, the statement of my account at the bank in Brazil too, I sent the complete statement of the account at pay4fun several times because they asked for it several times too, and just to point out, I made the pay4fun account now in december exactly to use it in wazamba, but even so, I always send an extract putting the date of october, november where there is no movement but I take it out on the extract because they want a 90-day extract and the December is also the month that I made the pay4fun account and where there is movement, as I have already made deposits and withdrawals from other sites without any problems through the pix and pay4fun and they all accepted the documentation and proof of address that I also sent for wazamba, even Nbet received my documents and even verified my account on the same day! These other sites are Nbet and Blaze, where I've made up to 3 withdrawals a day on each one and the withdrawals I request and they deposit on the same day, you can see my accounts on these other sites if you want!

There's no explanation why they didn't verify my account and release my withdrawal of 2,224.00 reais!

Thank you so much for answering my messages, I believe you will solve it! 🙏❤️😢

Me ajudem por favor! Não me pagaram infelizmente, já mandei um comprovante de endereço, meu boleto do cartão de crédito, o extrato da minha conta no banco do Brasil também, mandei o extrato completo da conta no pay4fun várias vezes por que eles pediram isso várias vezes também , e só pra ressaltar, fiz a conta no pay4fun agora em dezembro exatamente para usar no wazamba, mas mesmo assim sempre envio extrato colocando a data de outubro, novembro onde não existe nenhuma movimentação mas tiro no extrato por que eles querem extrato de 90 dias e do mês de dezembro também que é o mês que fiz a conta no pay4fun e onde tem movimentação,pois já fiz depósito e retirada de outros sites sem nenhum problema pelo pix e pelo pay4fun e todos eles aceitaram as documentações e os comprovantes de endereço que também mandei pra o wazamba, inclusive o Nbet recebeu meus documentos e ainda verificou minha conta no mesmo dia! Esses outros sites são Nbet e a Blaze, onde já fiz até 3 saques por dia em cada um e os saques eu solicito e eles depositam no mesmo dia, podem ver minhas contas nesses outros site se quiserem!

Não tem explicação para eles não verificarem minha conta e liberar meu saque de 2.224,00 reais!

Muito obrigada por responderem minhas mensagens, creio que vocês irão resolver! 🙏❤️😢

Kristina help me please! I even sent a document issued by the Brazilian Federal Government that they asked for, I sent everything, the only thing I could not send was a report from my account at the Mercado Pago bank where I sent money to my pay4fun, because the Mercado Pago bank said that only they sent this report in 15 days, I explained it to them and sent the prints showing that the bank gave this deadline and still prints with all the deposits I made to pay4fun to advance this information and soon after they canceled my withdrawal and canceled my account claiming fraud! Please help me, what an injustice my God 😢 You can ask me for anything I send you!

The wazamba attendant confirming that my withdrawal was canceled and my account canceled for fraud:

Notice from the paid market about the 15 days to send me the transfer report I made:

Kristina me ajuda por favor! Eu mandei até um documento emitido pelo Governo Federal Brasileiro que eles pediram,mandei tudo,a única coisa que não pude enviar foi um relatório da minha conta no banco mercado pago onde eu enviei dinheiro parar meu pay4fun,pois o banco mercado pago disse que só enviaram esse relatório daqui a 15 dias,eu expliquei para eles e enviei os prints mostrando que o banco deu esse prazo e ainda prints com todos os depósitos que fiz para o pay4fun para adiantar essas informações e logo em seguida eles cancelaram meu saque e cancelaram minha conta alegando fraude! Por favor me ajuda, que injustiça meu Deus 😢 A senhora pode me pedir qualquer coisa que lhe envio!

A atendente do wazamba confirmando que meu saque foi cancelado e minha conta cancelada por fraude:

Aviso do mercado pago sobre os 15 dias para me enviarem o relatório de transferências que fiz:

Thank you for your reply, rayaraketilly. Do I understand correctly that only one withdrawal has been processed successfully so far? Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Good morning Kristina, I didn't have any active bonus, I deposited 30 reais and I was lucky enough to get 2,224.00 reais in a game, just like on Blaze and on any gambling site, I'm always lucky, but I've never had a problem with no documentation and I was never denied any withdrawal regardless of the amount!

I'll send the email to you!

Remembering that I ordered this withdrawal about 20 days ago!

Bom dia Kristina, não tinha nenhum bônus ativo, depositei 30 reais e tive a sorte de em um jogo conseguir os 2.224,00 reais, assim como em na Blaze e em qualquer site de jogo, eu sempre tenho sorte, mas nunca tive problema com nenhuma documentação e nunca me negaram nenhum saque independente do valor!

Vou mandar o e-mail pra senhora!

Lembrando que fiz o pedido deste saque a uns 20 dias atrás!🙏

Thank you very much, rayaraketilly, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello rayaraketilly,

I'm Michal and I have taken over this complaint. I have reviewed this case and as my colleague, Kristina mentioned KYC, as well as AML, is a very important and essential process. None of the fair licensed casinos takes KYC or AML lightly.

I understand that these processes can be sometimes frustrating, but the casinos need to follow rules and regulations.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite Wazamba Casino to join the conversation.

Dear Wazamba Casino,

Can you please provide more specific information on how the player allegedly committed fraud? Please provide any supporting evidence to my email michal.k@casino.guru

Thank you dear Kristina for everything, I hope everything works out and wazamba pays my money, which is rightfully mine!

Michal thank you in advance for solving my situation! Thank you, God willing I will receive my money which is fair, it is frustrating to suffer such injustice, but after the storm comes a calm and I believe that WAZAMBA will re-evaluate my case and see that there was a mistake in the analysis of my information and will pay me and also refund my account!

Thank you 🙏

Obrigada querida Kristina por tudo, espero que tudo se resolva e o wazamba pague meu dinheiro, que é meu por direito!

Michal desde já te agradeço por estar resolvendo minha situação! Obrigado, se Deus quiser vou receber meu dinheiro que é justo, é frustrante sofrer tamanha injustiça, mais depois da tempestade vem a bonança e creio que o WAZAMBA vai reavaliar meu caso e ver que houve um equívoco na análise das minhas informações e vai me pagar e também devolver minha conta!

Obrigado 🙏

Dear Team,

Thank you for contacting us. 

Please be informed that we have sent you the explanation of the case at michal.k@casino.guru

Sincerely, 

Wazamba

Thank you for the response, Wazamba Casino.

Dear rayaraketilly,

I have requested additional information from you via email.

Dear Michal, I will respond immediately! 😃

Querido Michal, irei responder imediatamente! 😃

Dear rayaraketilly,

After thorough consideration of all the facts and evidence provided by the casino and you, I’m afraid we have to agree with the casino's decision to close your account without any financial obligation to you.

As mentioned in the casino's terms and conditions:

9.1 The website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

- colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal