Wazamba Casino - Spilleren anmoder om lukning af konto og refusion for tab.

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@wazamba.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you for your feedback.

I have sent you the requested documents by email.

First and foremost, it would be important for me to close my account so that no further deposits can be made.

Regards, Alex

Vielen Dank für die Rückmeldung.

Ich habe Ihnen die angeforderten Unterlagen per Mail zukommen lassen.

In erster Linie wäre es mir wichtig mein Konto zu schließen, sodass keine weiteren Einzahlungen vorgenommen werden können.

Mfg Alex

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 in the near future.

Hello Alexkz, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Wazamba Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Alexkz,

We kindly inform you that your account has been closed.

Also, we would like to inform you that we are examining the issue and we will inform you regarding this as soon as possible. We really thank you for your patience!

Kind Regards,

Wazamba Casino team

Dear Alexkz,

We kindly inform you that an email was sent to you, in order to proceed with your request and provide us with your bank details.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino team

Dear Wazamba Casino team, thank you very much for quick response! Much appreciated. :)

Dear Alexkz, please let us know as soon as you receive the refund, and whether you have received the whole disputed amount and are satisfied with the resolution. Thank you.

Hello Matej,

Hello wazamba team,

Thank you very much for the quick reply.

I've read your email and I'm a little unsure.

Only payments from April 16th to May 1st were taken into account in the calculation.

As addicts are, I asked for my account to be reopened on May 20th, and it happened immediately. Without any notice period.

I requested closure again on May 22nd and June 29th. According to their statement, this was not confirmed. However, if it was already known that I was suffering from a gambling addiction, why wasn't it closed immediately and without confirmation? I had explicitly requested closure. Therefore, please consider this period as well.

Kind regards, Alexander

Hallo Matej,

Hallo wazamba Team,

Auch von mir einen lieben Dank für die schnelle Antwort.

Ich habe mir Ihre Mail angesehen und bin mir etwas unschlüssig.

Berücksichtigt bei der Berechnung wurden nur die Einzahlungen vom 16.04 bis zum 01.05.

Wie Süchtige numal sind hatte ich am 20.05. Gebeten mein Account wieder zu öffnen und dies ist sofort geschehen. Ohne jegliche Frist.

Am 22.05 und 29.06 hatte ich wieder um Schließung gebeten. Laut ihrer Angabe wurde dies nicht bestätigt. Wenn aber bereits bekannt war, dass ich unter einer spielsucht leide - warum wurde es nicht sofort und ohne Bestätigung geschlossen. Ich hatte ja ausdrücklich um Schließung gebeten. Daher bitte ich diesen Zeitraum ebenfalls zu berücksichtigen.

MfG Alexander

Dear Wazamba Casino, I would like to reiterate the player's request refunding all the deposits (minus any withdrawals and winnings) made from the initial date until the secondary closure that happened now.

According to the provided communication, the self-exclusion request mentioning gambling addiction has been sent to the support team on 15th April. As such, the account should have been closed permanently, without the option for re-opening, due to the gambling addiction. Reopening such account is against our Fair Gambling Codex, especially within a month of the initial closure.

In light of these circumstances, could you please confirm that the account has now been indefinitely closed, marked as "gambling addict, never reopen" or having some similar note, and that any and all marketing communication will cease?

In case there is other supporting evidence I am not aware of, that could support the reasoning for not refunding the latest deposits, please feel free to send it directly to me at matej.l@casino.guru. Thank you.

Dear Alexkz,

We kindly inform you that we are currently reviewing your request in more detail. Rest assured, we will keep you updated as soon as there is any progress.

Thank you for your understanding and patience.

Kind Regards,

Wazamba Casino team

Thank you for your feedback.

This is approximately 50% of the deposits I made due to the missed blocking.

Why are they playing poker here and not simply refunding the deposits? I haven't made a single withdrawal since 2021, or rather, I've canceled and lost everything, and I've also deposited significantly more than what's being refunded here.

Best regards

Alexander

Vielen Dank für die Rückmeldung.

Das sind in etwa 50% der Einzahlungen die aufgrund der versäumten Sperre von mir eingezahlt worden sind.

Warum wird hier gepokert und nicht einfach die Einzahlungen erstatten. Ich hatte mir während der gesamten Zeit seit 2021 nicht eine Auszahlung vorgenommen bzw. Alle wieder storniert und verspielt und auch deutlich mehr eingezahlt als hier zurückverlabgt wird

Mit freundlichenGrüßen

Alexander

I think it's also in your interest that this case be resolved positively. Since this is a public case, and some players, and future players, are reading along and drawing conclusions about your casino, I politely request once again that this case be closed.

Best regards

Alexander

Ich denke mal, dass es auch in Ihrem Interesse ist, dass dieser Fall positiv abgeschlossen wird. Da dies ein öffentlicher Fall ist und einige Spieler und auch zukünftige Spieler mitlesen und entsprechende Rückschlüsse auf Ihr Casino ziehen. Daher bitte ich nochmals höflichst diesen Fall abzuschließen.

Mit freundlichenGrüßen

Alexander

Dear Wazamba Casino, is there a reason why only a half of the disputed amount has been offered for a refund?

In case of supporting evidence containing sensitive data, feel free to e-mail them to me directly at matej.l@casino.guru. Thank you.

Dear Matej,

We have sent you an e-mail providing the supporting evidence.

Kind Regards,

Wazamba Casino team

Hello Matej,

Hello wazamba team,

Could you please forward the documents to me as well.

Thank you in advance

Best regards

Alexander

Hallo Matej,

Hallo wazamba Team,

Könnten Sie mir bitte die Unterlagen ebenfalls weiterleiten.

Vielen Dank im Voraus

Viele Grüße

Alexander

Dear Alexkz, I am unable to forward you the message, as it contains screenshots from the casino internal system, and that I am not allowed to share.

However, the evidence was not sufficient, and I have requested further information. Once I have it, I will post an update here regarding the whole case.

While waiting for the casino to reply, can you please let me know whether you have requested an account closure before 20th of May? If so, could you please forward me those requests? Thank you.

Hello Matej,

Thanks for the quick response.

Okay, I understand that these documents are not intended for my eyes.

Yes, as I mentioned at the beginning, I submitted a request for account closure on April 15, 2025, citing gambling addiction. The first one, however, was from March 2025, requesting a 24-month self-exclusion due to gambling addiction. You will receive a copy immediately by email.

Best regards

Alexander

Hallo Matej,

Danke für die schnelle Rückmeldung.

Ok habe Verständnis dafür, dass diese Dokumente nicht für meine Augen bestimmt sind.

Ja ich hatte wie bereits am Anfang erwähnt am 15.04.2025 eine Anfrage mit Spielsucht und Kontoschließung beantragt. Die Erste war aber von März 2025 mit der bitte um SelbstAusschuss für 24 Monate aufgrund von Spielsucht. Kopie bekommen Sie sofort per Mail.

Beste Grüße

Alexander

The multiple requests to close my account were an act of desperation on my part, as I had completely lost control of my gambling behavior during that period. I wasn't expecting a bonus or any other kind of favorable reaction from the casino. This is demonstrated, among other things, by the multiple large winnings that were all lost, as well as the withdrawal attempts that were repeatedly canceled by me within hours, until my player account was empty.

Die Mehrfachen Kontoschließungbitten waren eine Verzweiflungstat meinerseits - da ich in dem Zeitraum die Kontrolle über mein Spielverhalten komplett verloren hatte. Ich war weder auf einen Bonus oder sonst noch auf irgendeine Gegenreaktion zu meinen Gunsten vom Casino aus. Dies beweisen unter anderem auch die mehrfach großen Gewinne, die alle verspielt wurden oder die Auszahlungsversuche, die innerhalb von Stunden wiederholt von mir storniert wurden. Bis das Spielerkonto leer war.

I can rule out the casino's argument, private email, (that I was asked during registration whether I had a gambling problem and I denied it), since the registration took place around 2021.

The gambling problem only developed over the years (including in other casinos). I was immediately blocked upon request, and even after requesting it, the account was not opened. To this day.

Best regards

Alexander

Das Argument des Casinos, private Mail, (dass ich bei der Registrierung gefragt wurde, ob ich ein Spielproblem habe und dies verneint habe) kann ich ausschließen, da die Registrierung ca im Jahr 2021 erfolgte.

Das Spielproblem erst aber sich über die Jahre entwickelte (unter anderem in anderen Casinos. Wo ich sofort auf Anfrage gesperrt wurde - und auch auf Anfrage das Konto nicht eröffnet wurde. Bis zum heutigen Tage.

Beste Grüße

Alexander

I can rule out the casino's argument (private email from Wazamba to me in July 2025) that I was asked during registration whether I had a gambling problem and that I denied it), since the registration took place around 2021.

The gambling problem only developed over the years (including in other casinos). I was immediately blocked upon request, and even after my request, the account was not opened. To this day.

Best regards

Alexander

Das Argument des Casinos,( private Mail vom Juli 2025 von Wazamba an mich) dass ich bei der Registrierung gefragt wurde, ob ich ein Spielproblem habe und dies verneint habe) kann ich ausschließen, da die Registrierung ca im Jahr 2021 erfolgte.

Das Spielproblem erst aber sich über die Jahre entwickelte (unter anderem in anderen Casinos. Wo ich sofort auf Anfrage gesperrt wurde - und auch auf meine Anfrage das Konto nicht eröffnet wurde. Bis zum heutigen Tage.

Beste Grüße

Alexander

Dear Matej,

We kindly inform you that an email was sent to you providing the requested information.

Kind Regards,

Wazamba team

I have replied to the e-mail with a proposed solution. Once I receive the answer, I will post an update here, regarding the further steps towards the resolution of this complaint.

Dear All,

We kindly inform that the refund has been successfully processed in the full amount requested by the customer.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino team

This is awesome news, and I would like to thank the Wazamba Casino team for managing the complaint.

Dear Alexkz, please let me know once you receive the refund and whether you are satisfied with the outcome, so I can close the complaint as resolved. Thank you.

Thank you Wazamba Team,

Thank you very much Matej,

As soon as the payment is received, I will inform Matej immediately.

Vielen Dank Wazamba Team,

Vielen Dank Matej,

Sobald die Zahlung eingegangen ist, werde ich Matej sofort darüber informieren.

Hello everyone,

The amount has now been received in full. Thank you very much.

I am very satisfied with the solution and would like to thank Matej for his help.

Also a big thank you to the Wazamba team for helping us find a solution to this issue.

The case can now be closed.

Best regards

A

Hallo Zusammen,

Der Betrag ist nunmehr in voller Höhe eingegangen. Vielen Dank dafür.

Ich bin sehr zufrieden mit der Lösung und bedanke mich herzlich bei Matej und für die Hilfe.

Auch einen großen Dank an das Wazamba team, dass wir in dieser Sache eine Lösung finden konnten.

Der Fall kann nunmehr geschlossen werden.

Viele Grüße

A

Dear Alexkz,

I am very happy to hear that your issue has been resolved, and would like to thank Wazamba Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru