Wazamba Casino - 選手の退会が遅れました。

Good day,

Unfortunately, I've been waiting for a payout of 1030 euros for over 3 weeks now. I have already asked several times whether my documents have arrived and whether I have been verified, this was also confirmed to me by support. A lady in the chat also raised my priority regarding the payout, but unfortunately nothing happened.

I hope to get my payout soon as I have always been very happy with Wazamba and their support and would love to continue playing on your website. :)

Many greetings

Guten Tag,

ich warte nun leider schon seit über 3 Wochen auf eine Auszahlung über 1030 Euro. Ich habe bereits mehrfach nachgefragt ob meine Dokumente angekommen und ich verifiziert bin, dies wurde mir auch vom Support bestätigt. Auch hat eine Dame im Chat meine Priorität bezüglich der Auszahlung hochgesetzt, trotzdem tat sich leider weiter nichts.

Ich hoffe meine Auszahlung bald zu bekommen, da ich sonst immer sehr zufrieden mit Wazamba und deren Support war und auf Ihrer Webseite gerne auch weiterhin spielen würde. :)

Viele Grüße

Dear Alho1998,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Do I understand correctly that your payment is still pending on the account without being processed?

That's right, the payment is pending but not being processed. I've attached a screenshot.

Is it an internal casino system problem or just your account?

Unfortunately only with my account. I have also completed the verification, this was also confirmed to me by the support.

Verstehe ich richtig, dass Ihre Zahlung auf dem Konto noch aussteht, ohne verarbeitet zu werden?

Ganz genau, die Zahlung steht aus, wird aber nicht verarbeitet. Ich habe einen Screenshot angehangen.

Handelt es sich um ein internes Casino-Systemproblem oder nur um Ihr Konto?

Leider nur bei meinem Konto. Die Verifizierung habe ich auch abgeschlossen, dies wurde mir auch vom Support bestätigt.

Thank you very much, Alho1998, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Alho1998,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Wazamba Casino to join the conversation and participate in the resolution of this complaint.

Dear Wazamba Casino,

Can you please provide an update on the status of the player's withdrawal?

Best wishes,

Tomas

Hello everyone,

Thank you for reaching out.

We would like to inform you that we are currently waiting for the customer to provide one document that we have requested. After it is received, checked and the account verified, we will be happy to proceed with the withdrawal.

Should you have any other questions, feel free to contact us.

Best regards,

Wazamba.com

Dear Customer,

Thank you for your reply.

We would like to inform you that there is a deposit made from that bank account to your casino account dated May 11th 2022. 

Best regards,

Wazamba.com

Good day,

please excuse me, you are right, i have the account

forgot or didn't know that I made a deposit.

I sent you the bank statement.

Many greetings

Guten Tag,

bitte entschuldigen Sie vielmals, Sie haben Recht, ich habe das Konto

vergessen bzw. nicht gewusst das ich darüber eine Einzahlung vorgenommen habe.

Ich habe Ihnen den Kontoauszug geschickt.

Viele Grüße

Dear Wazamba Casino,

Did you receive the required bank statement from the player? Please keep us updated on any developments.

Thank you.

Kind regards,

Tomas

Good day,

the documents have now been accepted. Unfortunately, the payout was canceled due to an error in my bank details. Now I have entered my data again and am waiting for the new payout.

Many greetings

Guten Tag,

die Dokumente wurden nun akzeptiert. Leider wurde die Auszahlung wegen eines Fehlers in meinen Bankdaten wohl storniert. Nun habe ich meine Daten erneut eingegeben und warte auf die neue Auszahlung.

Viele Grüße

Now everything happened very quickly and the money was transferred. Thanks very much!

Jetzt ging alles sehr schnell und das Geld wurde überwiesen. Vielen Dank!

Dear Alho1998,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas