Wazamba Casino - 選手の退会が遅れました。

I would like to have 1000 euros paid out, but after repeated contact the payment has still not been made. At first it was said that the payment would take 5 working days. You still need a few documents that I sent you by e-mail. Then there was talk of problems and that they forwarded my request to the finance department to speed up the process. When I contacted them again, I was told I had to be patient. According to their general terms and conditions, they pay out within 3 working days, which is not the case in my case, I've been waiting for it since November 1st, 2022. I request immediate payment of my money. Many Thanks

Ich möchte mir 1000,- Euro auszahlen lassen, doch nach mehrmaligen Kontakt ist die Auszahlung immer noch nicht erfolgt. Zuerst hieß es 5 Werktage würde die Auszahlung dauern. Sie benötigen noch ein paar Unterlagen die ich ihnen per e-mail zugesendet habe. Dann war die rede von Problemen und das sie mein anliegen an die Finanzabteilung weiter geleitet haben um den Vorgang zu beschleunigen. In einer weiteren Kontaktaufnahme hieß es ich müsse mich noch etwas Gedulden. Laut ihren ABG's zahlen sie innerhalb von 3 Werktagen aus, was in meinen fall nicht so ist, ich warte seid dem 1.11.2022 darauf. Ich Bitte um sofortige Auszahlung meines Geldes. Vielen Dank

Dear fried666sb78,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please clarify if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hello,

Yes, I have already received a payout from Wazamba of 500 euros.

I did the KYC verification and passed.

I can no longer say exactly whether a bonus was active, I had a profit of approx. 2700 euros, of which I gambled 1700 euros again and I wanted to withdraw 1000 euros.

Best regards

Sandro

Hallo,

Ja ich habe schon einmal eine Auszahlung von Wazamba bekommen über 500,- Euro.

Ich habe die KYC-Verifizierung Gemacht und habe bestanden.

So genau kann ich das jetzt nicht mehr sagen ob ein Bonus aktiv war, ich hatte einen gewinn von ca. 2700,- Euro wovon ich 1700,- Euro wieder verspielt habe und 1000,- Euro wollte ich mir auszahlen lassen.

Beste Grüße

Sandro

Thank you for your reply, fried666sb78. When exactly did you receive your last successful withdrawal? Approximately how many days did it take to be processed?

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello,

the last payment was in 2021 when exactly I don't remember it took about 8 days. The current status of my payment is being processed.

Best regards Sandro

Hallo,

die letzte Auszahlung war 2021 wann genau weiß ich nicht mehr sie hatte ca. 8 Tage gedauert. Der Aktuelle stand meiner Auszahlung ist in Bearbeitung.

beste Grüße Sandro

Thank you very much fried666sb78 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Dear fried666sb78

I'm Michal and I have taken over this complaint. I have reviewed this case and 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 some information regarding the long delay of the player's withdrawal?

Dear Customer,

Thank you for contacting us.

We would like to inform you that before we can proceed with the withdrawal request, your account needs to complete verification. An email with a reminder of what documents we are expecting has been sent to your email address. We will make sure to check the documents with priority when you send them.

Best regards,

Wazamba.com

Thank you for the response Wazamba Casino

Dear fried666sb78

As Wazamba Casino stated I would kindly ask you to provide all the required documents for the verification process, once this is done successfully your withdrawal should be processed in a timely manner.

Hello, I have sent the requested documents, this is a joint account of my partner and me.

I hope that the documents are sufficient and that nothing stands in the way of my payment.

Best regards

S. Buttner

Hallo ich habe die gewünschten unterlagen Gesendet, dies ist ein Gemeinschaftskonto von Meiner Lebensgefährtin und Mir.

Ich hoffe das die Unterlagen nun reichen und meiner Auszahlung nichts mehr im weg steht.

Beste Grüße

S. Büttner

Dear fried666sb78

Have you sent all the required documents to the casino?

Do I understand correctly that you've used your partner's debit card for deposits? Is the casino account registered with your personal details or your partner's personal details? 

Dear Customer,

Thank you for submitting the documents.

We are glad to inform you that your account has been verified and your withdrawal request for 1000 EUR has been processed from our side. Please expect it to arrive at your account in the nearest time.

Best regards,

Wazamba.com

Dear fried666sb78

Please let us know when you successfully receive the funds.

Dear fried666sb78,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I received the money!!

Thank you for your efforts

Hallo,

ich habe das Geld erhalten!!

vielen Dank für ihre Bemühungen

Dear fried666sb78,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru