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Dear Casino Guru Team,

I am contacting you because I need your help in an extremely serious dispute with Wazamba Casino.

Some time ago I requested the closure of my account for responsible gaming reasons, as I suffer from a gambling addiction.

The casino itself later confirmed to me in writing that my account had been closed following my report regarding Responsible Gambling.

Despite this, the account was later reopened and I was allowed to continue playing and depositing very large sums of money.

The total amount I am contesting exceeds 10,000 euros.

Since June 26, 2026, I have been trying to resolve this issue directly with Wazamba.

I sent:

the refund request;

further clarifications;

a detailed response to their response;

a last attempt at an amicable resolution.

Unfortunately, after the initial standard response, the casino completely stopped responding to my communications, ignoring all the complaints I had raised.

In my emails I have clearly explained that:

I had been self-excluded for gambling problems;

my account was later reopened;

I was allowed to make new deposits;

I believe that this situation is incompatible with the protection measures provided for vulnerable players.

Despite sending several reminders and trying to find an amicable solution until the very end, the casino chose to cut off all dialogue.

For this reason, I ask you to help me open a mediation with Wazamba.

I attach all available documentation, including:

evidence of previous account closure;

Wazamba's official response;

all emails sent since June 26, 2026;

my subsequent requests remained unanswered.

I trust in your help to ensure this matter is carefully examined, considering both the financial value of the dispute (over €10,000) and the fact that it concerns a responsible gaming case and the protection of a vulnerable player.

I remain at your complete disposal for any further information or clarification.

Best regards,

Alfonso *****

Gentile Team di Casino Guru,

mi rivolgo a voi perché ho bisogno del vostro aiuto in una controversia estremamente grave con il casinò Wazamba.

Tempo fa avevo richiesto la chiusura del mio account per motivi di gioco responsabile, in quanto soffro di una dipendenza dal gioco d’azzardo.

Il casinò stesso mi ha successivamente confermato per iscritto che il mio account era stato chiuso proprio a seguito della mia segnalazione relativa al Responsible Gambling.

Nonostante ciò, l’account è stato successivamente riaperto e mi è stato consentito di continuare a giocare e a depositare somme di denaro molto elevate.

L’importo complessivo che contesto supera i 10.000 euro.

Dal 26 giugno 2026 sto cercando di risolvere la questione direttamente con Wazamba.

Ho inviato:

la richiesta di rimborso;

ulteriori chiarimenti;

una replica dettagliata alla loro risposta;

un ultimo tentativo di risoluzione bonaria.

Purtroppo, dopo la prima risposta standard, il casinò ha smesso completamente di rispondere alle mie comunicazioni, ignorando tutte le contestazioni che avevo sollevato.

Nelle mie e-mail ho spiegato chiaramente che:

ero stato autoescluso per problemi di gioco;

il mio account era stato successivamente riaperto;

mi è stato consentito di effettuare nuovi depositi;

ritengo che tale situazione sia incompatibile con le misure di tutela previste per i giocatori vulnerabili.

Nonostante abbia inviato diversi solleciti e abbia cercato fino all’ultimo una soluzione bonaria, il casinò ha scelto di interrompere qualsiasi dialogo.

Per questo motivo vi chiedo di aiutarmi ad aprire una mediazione con Wazamba.

Allego tutta la documentazione disponibile, comprese:

le prove della precedente chiusura dell’account;

la risposta ufficiale di Wazamba;

tutte le e-mail inviate dal 26 giugno 2026;

i miei successivi solleciti rimasti senza risposta.

Confido nel vostro aiuto affinché questa vicenda venga esaminata con attenzione, considerato sia il valore economico della controversia (oltre 10.000 €) sia il fatto che riguarda un caso di gioco responsabile e la tutela di un giocatore vulnerabile.

Resto a completa disposizione per qualsiasi ulteriore documento o chiarimento.

Cordiali saluti,

Alfonso *****

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Thomas,

Thank you for your response and for the attention you are giving to my case.

I am attaching all the requested documentation.

As you can see from the emails, on November 19, 2025, I clearly informed Wazamba that I suffered from a serious gambling disorder, specifically requesting the permanent closure of my account and permanent self-exclusion, with no possibility of reopening it.

Later that same day, Wazamba confirmed to me in writing that my account had been closed, confirming that my request had been fulfilled.

For this reason, I was convinced that my account would never be reactivated and that I would never be able to access their services again.

To my great surprise, about a year later the casino reopened my account without me ever requesting to lift the self-exclusion or authorizing the reactivation.

It was precisely because of this reopening that I was allowed to make deposits again, even though the casino was fully aware of my status as a vulnerable player.

The last deposit was made on June 7, 2026, as shown in the attached screenshots and bank receipt.

I believe this behavior constitutes a serious violation of the principles of responsible gaming. An operator receiving a request for permanent self-exclusion based on a declared serious gambling addiction has a duty to prevent any future reactivation of the account, precisely to protect the player.

For this reason I kindly ask you to ask Wazamba:

why my permanently self-excluded account was reactivated;

who authorized this reopening;

on what regulatory or contractual basis it was carried out;

why I was allowed to deposit again, despite my previous permanent self-exclusion due to my gambling addiction.

Due to this unjustified reopening, I was able to continue playing and suffered losses exceeding €10,000. These losses would never have occurred if the casino had complied with the protective measures it itself had confirmed it had implemented.

I therefore trust that Casino Guru can help me ensure that Wazamba takes responsibility and refunds all deposits made after the illegal reactivation of my account.

I remain available for any further documents or clarifications.

Thank you again for your support.

Best regards,

Alfonso *****

Gentile Tommaso,

La ringrazio per la sua risposta e per l’attenzione che sta dedicando al mio caso.

In allegato trasmetto tutta la documentazione richiesta.

Come potrà verificare dalle email, il 19 novembre 2025 ho comunicato chiaramente a Wazamba di soffrire di ludopatia grave, chiedendo espressamente la chiusura definitiva del mio account e l’autoesclusione permanente, senza alcuna possibilità di riapertura.

Successivamente, nella stessa giornata, Wazamba mi ha confermato per iscritto che il mio account era stato chiuso, confermando l’esecuzione della mia richiesta.

Per questo motivo ero convinto che il mio account non sarebbe mai più stato riattivato e che non avrei mai più potuto accedere ai loro servizi.

Con mia enorme sorpresa, circa un anno dopo il casinò ha riaperto il mio account senza che io avessi mai richiesto la revoca dell’autoesclusione né autorizzato la riattivazione.

Proprio a causa di questa riapertura, mi è stato nuovamente consentito di effettuare depositi, nonostante il casinò fosse perfettamente a conoscenza della mia condizione di giocatore vulnerabile.

L’ultimo deposito effettuato risale al 7 giugno 2026, come dimostrano gli screenshot e la ricevuta bancaria allegati.

Ritengo che questo comportamento costituisca una grave violazione dei principi del gioco responsabile. Un operatore che riceve una richiesta di autoesclusione permanente motivata da una dichiarata ludopatia grave ha il dovere di impedire qualsiasi futura riattivazione dell’account, proprio per tutelare il giocatore.

Per tale motivo Le chiedo gentilmente di domandare a Wazamba:

per quale motivo il mio account permanentemente autoescluso sia stato riattivato;

chi abbia autorizzato tale riapertura;

su quale base normativa o contrattuale sia stata effettuata;

perché mi sia stato consentito di depositare nuovamente, nonostante la precedente autoesclusione permanente motivata dalla mia dipendenza dal gioco.

A causa di questa ingiustificata riapertura ho potuto continuare a giocare e ho subito perdite superiori a 10.000 euro, perdite che non si sarebbero mai verificate se il casinò avesse rispettato la misura di protezione che esso stesso aveva confermato di aver applicato.

Confido pertanto che Casino Guru possa aiutarmi affinché Wazamba si assuma le proprie responsabilità e proceda al rimborso integrale di tutti i depositi effettuati dopo la riattivazione illegittima del mio account.

Resto a disposizione per qualsiasi ulteriore documento o chiarimento.

La ringrazio nuovamente per il supporto.

Cordiali saluti,

Alfonso *****

Dear GianmarcoMalgieri96,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello GianmarcoMalgieri96,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wazamba Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Kindly be informed that the player on 29.01.2026 contacted us and requested account reopening.

We provided the T&C 4.1 which are related to gambling addiction which the player accepted and consequently his account was reopened.

Moreover, on 24.06.2026 the player contacted us and requested account closure and refund due to gambling addiction.

The same day, his account was successfully closed.

Please find attached the relevant evidence.

We hope that this clears up the matter.

If you have any additional questions, don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Dear Michal,

I would like to respond to the response given by the Wazamba representative.

The casino claims that on 01/29/2026 I requested to reopen my account and that, before proceeding, they submitted point 4.1 of their Terms and Conditions to me.

However, I believe that this circumstance does not at all exclude the casino's liability.

Point 4.1 cited by Wazamba is simply a standard declaration by which the customer affirms that he or she does not suffer from a gambling addiction. However, this clause cannot erase the casino's prior knowledge of my situation.

My account had previously been closed for Responsible Gambling reasons. Consequently, the casino was already fully aware of my gambling problems.

For this reason, I believe it wasn't enough to ask me to accept a standard clause declaring that I wasn't addicted. If the casino already had information indicating otherwise, simply requiring me to accept a pre-printed declaration doesn't, in my opinion, constitute an adequate safeguard.

Responsible Gambling policies exist precisely to protect vulnerable players, even when they may make impulsive or contradictory decisions. Otherwise, any self-exclusion would be ineffective, as simply requesting an account reopening and accepting a standard clause would remove all protection.

I was subsequently allowed to continue depositing very large sums, up to a total of over €10,000, even though the casino had already been informed of my vulnerability.

For these reasons, I believe the casino's response fails to address the core of the dispute: I don't dispute the fact that I requested to reopen my account, but I dispute the casino's decision to reactivate it despite already being aware of my previous self-exclusion for gambling problems.

I therefore ask Casino Guru to evaluate whether this behavior is truly compliant with the principles of Responsible Gambling and the standards for the protection of vulnerable players.

Gentile Michal,

desidero replicare alla risposta fornita dal rappresentante di Wazamba.

Il casinò sostiene che il 29/01/2026 io abbia richiesto la riapertura del mio account e che, prima di procedere, mi abbia sottoposto il punto 4.1 dei propri Termini e Condizioni.

Tuttavia, ritengo che tale circostanza non escluda affatto la responsabilità del casinò.

Il punto 4.1 richiamato da Wazamba è una semplice dichiarazione standard con cui il cliente afferma di non soffrire di dipendenza dal gioco. Tale clausola, però, non può cancellare la conoscenza che il casinò aveva già della mia situazione.

Il mio account era stato infatti precedentemente chiuso proprio per motivi di Responsible Gambling. Di conseguenza, il casinò era già perfettamente a conoscenza del fatto che avevo manifestato problemi di gioco.

Per questo motivo ritengo che non fosse sufficiente chiedermi di accettare una clausola standard nella quale dichiaravo di non avere una dipendenza. Se il casinò disponeva già di informazioni che indicavano il contrario, limitarsi a farmi accettare una dichiarazione prestampata non costituisce, a mio avviso, un'adeguata misura di tutela.

Le politiche di Responsible Gambling esistono proprio per proteggere i giocatori vulnerabili, anche quando questi possono prendere decisioni impulsive o contraddittorie. Diversamente, qualsiasi autoesclusione perderebbe efficacia, poiché basterebbe chiedere la riapertura dell'account e accettare una clausola standard per eliminare ogni protezione.

Successivamente mi è stato consentito di continuare a depositare somme molto elevate, fino a superare i 10.000 euro complessivi, nonostante il casinò fosse già stato informato della mia vulnerabilità.

Per questi motivi ritengo che la risposta del casinò non affronti il punto principale della controversia: non contesto il fatto di aver richiesto la riapertura dell'account, ma contesto la scelta del casinò di riattivarlo nonostante fosse già a conoscenza della mia precedente autoesclusione per problemi di gioco.

Chiedo pertanto che Casino Guru valuti se tale comportamento sia realmente conforme ai principi del Responsible Gambling e agli standard di tutela dei giocatori vulnerabili.

I'm also attaching screenshots of emails I sent to Wazamba, where I outlined my serious gambling problem. So, knowing this, the casino would absolutely not have been able to reopen my account for any reason whatsoever.

IN PIU ALLEGO GLI SCREENSHOT DELLE EMAIL INVIATE A WAZAMBA DOVE SOTTOLINEO IL MIO PROBLEMA GRAVE CON IL GIOCO D'AZZARDO. QUINDI SAPENDO CIO' IL CASINO NON AVREBBE PROPRIO POTUTO RIAPRIRE IL MIO ACCOUNT PER QUALSIASI RAGIONE AL MONDO

Dear Wazamba Casino Team,

Thank you for your response.

According to the available correspondence, the player explicitly requested permanent self-exclusion due to severe gambling addiction, and the account was subsequently closed. You have confirmed that the account was later reopened following a request from the player.

To further understand why the account was reopened, please provide:

• the player’s complete original reopening request from 29 January 2026 and all related correspondence;
• a complete financial ledger covering the period after reopening, including deposits, withdrawals, refunds, bonuses, wagers, and the final balance.

Please also clarify why the account was considered suitable for reopening only a relatively short time after the player had requested permanent exclusion because of severe gambling addiction.

Thank you in advance for your cooperation.

Thanks, Michal.

I really appreciate the questions posed to the casino, because they address exactly the crux of the controversy.

What I dispute is the casino's decision to reactivate an account that had previously been closed following my request for permanent self-exclusion due to a serious gambling addiction.

In my opinion, a simple request to reopen or the acceptance of a standard clause does not eliminate the casino's existing knowledge of my condition or its obligations under its Responsible Gambling policies.

I therefore believe it is essential to understand what checks were carried out before reopening my account and why the casino deemed it appropriate to allow me to play and deposit significant amounts again, despite my previous self-exclusion for serious gambling addiction.

I will wait for the documentation requested by the casino.

Grazie, Michal.

Apprezzo molto le domande rivolte al casinò, perché affrontano esattamente il punto centrale della controversia.

Ciò che contesto è la decisione del casinò di riattivare un account che era stato precedentemente chiuso a seguito di una mia richiesta di autoesclusione permanente dovuta a una grave dipendenza dal gioco d'azzardo.

A mio avviso, una semplice richiesta di riapertura o l'accettazione di una clausola standard non eliminano la conoscenza che il casinò aveva già della mia condizione né gli obblighi derivanti dalle proprie politiche di Responsible Gambling.

Ritengo pertanto fondamentale comprendere quali verifiche siano state effettuate prima della riapertura dell'account e perché il casinò abbia ritenuto appropriato consentirmi nuovamente di giocare e depositare somme considerevoli, nonostante la precedente autoesclusione per grave dipendenza dal gioco.

Attenderò la documentazione richiesta al casinò.

GOOD MORNING Michael, any news on the case?

BUON GIORNO micheal novità sul caso?

Dear GianmarcoMalgieri96,

As you can see, there is no response from the casino in this thread. If I receive any response outside of this thread, I will inform you immediately.

THANK YOU SO MUCH, I AM WAITING FOR YOUR FEEDBACK

GRAZIE MILLE ATTENDO RISCONTRO

Dear Michal,

We kindly request to check the information provided via email and the attached files internally.

If you have any additional questions, don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Dear Wazamba Casino,

I have replied to your email.

Dear GianmarcoMalgieri96,

So far, the case has not moved in any direction, so I have no updates to share. I will let you know as soon as I have any news.

Dear Michal,

We kindly request to check the attached files internally.

If you have any additional questions, don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Can we know the progress of the situation?

Si può sapere uno stato di avanzamento della situazione ?

??

Dear Wazamba Casino,

There seems to be a technical issue, and your last post appears empty. Could you share the mentioned files again? You can also send everything to michal.v@casino.guru.

hello, any news??

salve novità??

Dear Michal,

Kindly be informed that we have a general technical issue on attaching files but will be resolved as a matter of urgency and we will be able to provide you the required evidence via email.

Thank you all for your cooperation and patience.

Kind Regards,

Wazamba Casino Team

Dear Wazamba Casino,

We are waiting for your updates.

Dear Michal,

We kindly request to check the information provided via email.

If you have any additional questions, don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Dear Wazamba Casino,

Thank you for the provided email. I acknowledge that the player later retracted their statement regarding the account closure. However, I would like to emphasize that self-exclusion due to gambling issues is a matter of great importance. Players often experience a loss of control, leading to moments of irrational decision-making. This can result in a player initially wishing to close their account, only to later request its reopening. For these reasons, we believe that the initial request for self-exclusion should be viewed as definitive, and any subsequent requests to reverse that decision should not be entertained. It is crucial for the casino to be informed about any potential gambling problems as part of the self-exclusion process.

At Casino Guru, we firmly believe that if a player discloses a gambling issue, their account should be permanently closed to ensure their well-being, without the option for reopening. Therefore, we still believe that the player should be compensated for their losses from the moment of informing the casino about their gambling problem. Please let us know how you wish to proceed in this case.

Dear all,

We would like to kindly inform you that we forwarded your report to our team and is reviewing it. We'll return to you shortly with a clear update.

Thank you for your cooperation and patience.

Kind Regards,

Wazamba Casino Team

Dear Wazamba Casino,

Thank you for the reply. We are waiting for your updates.

Thank you very much in advance. We truly hope that we can finally reach a fair and just conclusion, considering this situation has been going on for a long time. Above all, I hope that the casino will prove itself fair and honest, and that the matter can be resolved as transparently as possible.

Grazie mille in anticipo. Speriamo davvero che si possa arrivare finalmente a una conclusione giusta ed equa, considerando che questa situazione va avanti ormai da molto tempo. Mi auguro soprattutto che il casinò si dimostri corretto e onesto e che la questione possa essere risolta nel modo più trasparente possibile.

Dear all,

We would like to kindly apologize for the delay.

We'll return to you shortly with a final update.

Thank you for your cooperation and patience.

Kind Regards,

Wazamba Casino Team

Dear Wazamba, is there any news regarding this specific case? This situation has been going on for a long time.

I hope you have an answer

gentile Wazamba ci sono novità in merito al caso specifico ? Questa situazione sta andando avanti da molto tempo .

spero abbiate una risposta

Dear GianmarcoMalgieri9,

We kindly request to check the offer sent via email and provide us your payment details in order to proceed with your refund.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Hello GianmarcoMalgieri96,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear GianmarcoMalgieri96,

Could you give me an update on the situation?

Hi Michael, I accepted the compensation by accepting the €5,308 offer on Thursday, September 3rd, but I haven't received the money yet. Can you help me expedite the transfer? Thank you.

Michael ciao , ho accettato il risarcimento accettando la proposta di 5308€ il giorno giovedi 3 settembre ma non ho ancora ricevuto i soldi. puoi aiutarmi a sollecitare il bonifico, grazie

Dear Wazamba Casino,

Could you let us know what is the current status of the payment?

Dear all,

We are pleased to confirm that the payment is in process.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Dear all,

We are happy to confirm that the payment has been successfully completed.

Thank you both for your cooperation.

Kind Regards,

Wazamba Casino Team

Thanks everyone, and thanks Michal for the great support. Thanks also to Casino Guru. Great job and have a nice day.

Grazie a tutti e grazie michal per il grande supporto. Grazie anche a casino guru . Ottimo lavoro e buona giornata

Dear GianmarcoMalgieri96,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal V

Casino.Guru