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My Wazamba.com account is blocked for withdrawals, even though I have fully completed the entire KYC process and submitted every single required document via the official verification area of ​​my account.

The process dragged on for several rounds: Instead of specifically identifying the missing documents, support repeatedly responded only with vague requests to re-upload my documents via the verification area – precisely where they were already located and marked as accepted. My explicit request to be told which specific document was missing was ignored.

As a final document, the casino required proof of ownership for the cards used for the deposit – an official PDF from my bank (Revolut) confirming that the cards are in my name. I submitted this proof in full. Additionally, I can provide written confirmation from a bank employee further verifying card ownership.

All verification requirements, including the recently requested proof of card ownership, have been met. Nevertheless, my withdrawal has not been released – instead, my account has been blocked for withdrawals as part of the KYC process. No independent, comprehensible reason for this block has been given; it is based solely on the KYC, even though this has demonstrably been completed. I feel I am being deliberately strung along.

As evidence I can provide: screenshots of the verification status, video(s) of the upload area, the official Revolut PDF for card ownership verification, proof of the withdrawal block, and the complete email correspondence.

I request one of the following two solutions: either the immediate lifting of the payment block and payment of my balance, or a concrete, comprehensible explanation for the block, including the name of the exact document or reason that allegedly prevents the payment.

Mein Konto bei Wazamba.com ist für Auszahlungen gesperrt, obwohl ich den gesamten KYC-Prozess vollständig durchlaufen und jedes einzelne geforderte Dokument über den offiziellen Verifizierungsbereich meines Kontos eingereicht habe.

Der Ablauf zog sich über mehrere Runden: Statt mir fehlende Unterlagen konkret zu benennen, reagierte der Support wiederholt nur mit pauschalen Aufforderungen, meine Dokumente erneut über den Verifizierungsbereich hochzuladen – also genau dort, wo sie bereits lagen und schon als akzeptiert markiert waren. Auf meine ausdrückliche Bitte, mir das jeweils konkret fehlende Dokument zu nennen, wurde nicht eingegangen.

Als letztes Dokument verlangte das Casino einen Eigentumsnachweis für die zur Einzahlung verwendeten Karten – ein offizielles PDF meiner Bank (Revolut), das belegt, dass die Karten auf mich laufen. Auch diesen Nachweis habe ich vollständig eingereicht. Ergänzend kann ich eine schriftliche Bestätigung eines Bank-Mitarbeiters vorlegen, der die Kartenzugehörigkeit zusätzlich bestätigt.

Damit sind sämtliche Verifizierungsanforderungen, einschließlich des zuletzt geforderten Karten-Eigentumsnachweises, erfüllt. Dennoch wurde meine Auszahlung nicht freigegeben – stattdessen ist mein Konto im Zuge des KYC-Prozesses für Auszahlungen gesperrt worden. Eine eigenständige, nachvollziehbare Begründung für diese Sperre wurde mir nicht genannt; sie wird ausschließlich auf den KYC gestützt, obwohl dieser nachweislich abgeschlossen ist. Ich fühle mich bewusst hingehalten.

Als Nachweise kann ich vorlegen: Screenshots des Verifizierungsstatus, Video(s) des Upload-Bereichs, das offizielle Revolut-PDF zum Karten-Eigentumsnachweis, einen Nachweis der Auszahlungssperre sowie die vollständige E-Mail-Korrespondenz .

Ich bitte um eine der beiden folgenden Lösungen: entweder die unverzügliche Aufhebung der Auszahlungssperre und Auszahlung meines Guthabens, oder eine konkrete, nachvollziehbare Begründung für die Sperre samt Benennung des exakten Dokuments oder Grundes, der die Auszahlung angeblich verhindert.

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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

1. I first played on the website on May 26, 2026, and my account wasn't blocked, only for withdrawals.

2. When I continued trying to withdraw funds

3. Mainly slots and then sports betting, but the biggest win comes from playing slots.

4 No, it was not built up with bonus credit.

5 I will send them all emails throughout the day

1 Hab das erstmal am 26.5.2026 auf der Webseite gespielt und mein Konto wurde nicht gesperrt nur lediglich für Auszahlungen

2 Als ich weiter versucht habe auszuzahlen

3 Hauptsächlich Slots und danach Sportwetten aber den größte Gewinn kommt vom Slot Spielen

4 Nein es wurde nicht mit Bonus Guthaben aufgebaut

5 ich schicke ihnen alle emails im laufende des Tages

1. I first played on the website on May 26, 2026, and my account wasn't blocked, only for withdrawals.

2. When I continued trying to withdraw funds

3. Mainly slots and then sports betting, but the biggest win comes from playing slots.

4 No, it was not built up with bonus credit.

5 I will send them all emails throughout the day

1 Hab das erstmal am 26.5.2026 auf der Webseite gespielt und mein Konto wurde nicht gesperrt nur lediglich für Auszahlungen

2 Als ich weiter versucht habe auszuzahlen

3 Hauptsächlich Slots und danach Sportwetten aber den größte Gewinn kommt vom Slot Spielen

4 Nein es wurde nicht mit Bonus Guthaben aufgebaut

5 ich schicke ihnen alle emails im laufende des Tages

Update: According to the website, my account has now been fully verified, and as soon as the first payouts arrive, I can mark the case as resolved.

Nachtrag mein Konto wurde laut der Seite jetzt endgültig verifiziert und sobald die ersten Auszahlungen kommen kann ich denn Fall als gelöst melden

I haven't received any payment to date; I've requested 3, so 500 euros every day.

Bis dato keine Auszahlung bekommen 3 Stück angefordert also jeden Tag 500 Euro

Dear Bilooo,

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, Igor (igor.p@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

Dear Bilooo,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Wazamba Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Wazamba Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

I received the first 500 euros yesterday.

Ich habe die ersten 500 Euro gestern erhalten

I received two more payments today, so I think the case is resolved.

Habe heute zwei weitere Zahlungen erhalten schätze damit ist der Fall gelöst

Dear Bilooo,

We kindly inform you that your account has been verified successfully and your pending withdrawals keep completing steadily.

Thank you so much for your patience.

Best regards,

Wazamba Team

Dear Bilooo,

It seems that your account is now fully verified, and the withdrawals are being processed.

Now, we have two options:

1. We can either keep this complaint open until all of your withdrawals have been processed, although this may take a few weeks.
2. Alternatively, you can use the Resolve button to mark this complaint as resolved. If you experience any further issues with your withdrawals, you can request that this case be reopened at any time.

Please let me know which option you prefer.

I would prefer option 1.

Thanks

Würde Option 1 bevorzugen

danke

Dear Bilooo,

Thank you for your reply. I will keep the complaint open until you have withdrawn all of the funds from your account.

Please let me know once you have successfully withdrawn the next batch of withdrawals. It is perfectly sufficient to update me once a week or so.

Thank you in advance.

I received another 500 euros today, bringing the total to 3500 euros so far.

I do a weekly update.

Hab heute nochmal 500 Euro bekommen bis dato insgesamt 3500 Euro bis jetzt

Ich mache ein wöchentliches Update

Dear Bilooo,

Thank you for your last update.

Please let me know once you successfully manage to withdraw further funds.