Wazamba Casino - Spilleren hævder, at udbetalingen er blevet forsinket.

Hello, about 4 weeks ago I requested a withdrawal from the casino. After waiting for 2 weeks and receiving nothing, I contacted support. They said I needed to "send more data to the casino." This was very strange because my account is already 100% KYC approved and I've already received a withdrawal before. Then, the support randomly decided they no longer needed any documents.

After that, the support told me to try again, so I canceled the withdrawal and tried again. More than 1 week later, here we are, and still nothing.

I didn't use any bonus and my KYC is approved (see attachment).

I hope that I finally receive my withdrawal now.

Hallo, ich habe vor ungefähr 4 Wochen eine Auszahlung angefragt von Casino. Nachdem ich nach 2 Wochen warten nichts erhalten habe, habe ich den support angeschrieben. Dieser meinte ich müsse "weitere Daten an das Casino senden". Sehr komisch weil mein Account bereits 100% KYC approved ist und ich auch schon einmal eine Auszahlung erhalten habe. Dazu kommt, dass der support dann aufeinmal doch keine Dokumente mehr brauchte.

Dannach meinte der Support ich solle es nochmal versuchen also habe ich die Auszahlung storniert und erneut versucht. Mehr als 1 Woche später stehen wir hier und immernoch nix.

Ich habe keinen Bonus verwendet und KYC approved (siehe Anhang)

Ich hoffe, dass ich meine Auszahlung jetzt endlich bekomme.

Dear karlzimmermann975,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

As I said, I am ALREADY KYC VERIFIED and have already received a payout!!!

And I have already waited 2 weeks without receiving the payout. I just requested the payout again after 2 weeks.

Wie gesagt ich bin BEREITS KYC VERIFIED und habe schon eine Auszahlung erhalten!!!

Und ich habe schon 2 Wochen gewartet ohne die Auszahlung zu bekommen. Ich habe nur die Auszahlung neu angefragt nach 2 Wochen.

Hi,

It's now officially 14 days over and guess what?

I didn't get the payout 🙂

Hi,

es sind jetzt offizell 14 Tage vorbei und guess what?

Ich habe die Auszahlung nicht bekommen 🙂

Thank you karlzimmermann975 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you karlzimmermann975 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wazamba Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Update: The casino has requested to send "proof of ownership of the e-wallet".

However, they want to see that I have 3 different FunID wallets. However, these are NOT all mine. I ONLY have 1 FUNID wallet. The others are the accounts of my friends who have deposited into my account (these friends do NOT have a Wazamba account, only FunID).

I uploaded a screenshot:

As usual, Wazamba support does not answer the question of what I should do now, so here is the question to Wazamba directly:

What should I do?

Update: Das Casino hat angefragt einen "Nachweis des Besitz des E-Wallets" zu senden.

Jedoch wollen sie sehen, dass mir 3 verschiedene FunID wallets gehöhren. Diese sind jedoch NICHT alle meine. Ich habe NUR 1 FUNID wallet. Das andere sind die Accounts von meinen Freunden, welche auf mein Account eingezahlt haben (Diese Freunde besitzen KEIN Wazamba account, nur FunID).

Ich habe ein Screenshot hochgeladen:

Der Wazamba support antwortet wie gewohnt nicht auf die Frage was ich jetzt machen soll, daher hier die Frage an Wazamba direkt:

Was soll ich tun?

Dear karlzimmermann975,

We would like to inform you that we are looking into your request.

We would kindly request to provide us the FUN ID of the requested wallets in order to complete the verification, and afterwards the withdrawal, as soon as possible.

Thank you in advance.

Kind Regards,

Wazamba Casino Team

Hello,

As already explained in the email (to which you, as always, do not reply), I only own the FUN-ID account , which I uploaded during verification. But this was rejected. I only have ONE FUN-ID account. The other belongs to my FRIEND, who does NOT have a Wazamba account and only deposited for me using this account.

Please tell me what I should do now. I already have the FUN-ID account to uploaded. Please check again.

Hallo,

wie bereits in der email erläutert (auf die sie wie immer nicht antworten) gehöhrt mir nur das FUN-ID account karlzimmermann975@gmail.com, welches ich in der Verifizierung hochgeladen habe. Dies wurde aber abgelehnt. Ich habe nur EINEN FUN-ID account. Der andere gehört meinem FREUND, welcher KEIN Wazamba account besitzt und nur fpr mich eingezahlt hat über diesen Account.

Bitte sagen sie mir jetzt was ich machen soll. Ich habe bereits den FUN-ID account zu karlzimmermann975@gmail.com hochgeladen. Bitte prüfen sie dies erneut.

Quick update: The email support is really awful.

They reply to my email every 5 days and always the same thing.

And they always write that I have "proof of account ownership" from K should upload twice? What's the point of that?

And they always want me to upload my friend's account, but I don't think they understand that it is obviously his data. What do they want to check? He doesn't have a Wazamba account and therefore paid into my account.

Kurzes update: Der Email support ist wirklich grauenvoll.

Die antworten alle 5 Tage auf meine Email und immer das gleiche.

Und sie schreiben immer, dass ich "proof of account ownership" von Karlzimmermann975@gmail.com 2 mal hochladen soll? Was soll das denn?

Und sie wollen immer, dass ich auch den Account von meinem Freund hochlade aber ich glaube die verstehen nicht, dass diese ja logischerweise mit seinen Daten ist. Was wollen die da denn prüfen? Er hat ja kein Wazamba Konto und hat daher zu mir eingezahlt.

Thanks to the both parties for the update.

Dear Wazamba Casino representative, were the wallets used to fund the casino account, or are these only requested due to them supplying the player's account? I understand your concern but I believe the player has the right to exchange funds with their friends and family if the other owners of the wallets do not have an account on your casino. I hope we can come to a compromise here. Thank you in advance for your reconsideration!

Hello All,

We would want to inform that we have replied to peter.c@casino.guru.

Waiting for an update.

Best wishes,

Wazamba Team.

Thank you for the update Wazamba Casino representative, I have responded to your email and am awaiting your reply. Thank you in advance!

Dear karlzimmermann975, I will keep you informed about any new developments. Thank you for your patience during this time!

Thank you.

I am still very confused about all of this.

Dear karlzimmermann975,

We would kindly request to provide us screenshots of the several Fun ID accounts used.

Thank you in advance.

Kind Regards,

Wazamba Casino Team

Hello,

So I have now uploaded both screenshots.

But as I said. The second account is from a friend of mine who does NOT have a WAZAMBA account. He kindly sent me a screenshot of his account. So the screenshot of the account with the email does NOT come from me.

Hallo,

also ich habe jetzt beide Screenshots hochgeladen.

Aber wie gesagt. Das 2. Konto ist von einem Freund von mir, welcher KEIN WAZAMBA Konto besitzt. Dieser hat mir netterweise ein Screenshot von seinem Account gesendet. Also der Screenshot von dem Account mit der email bwzb18k@gmail.com kommt NICHT VON MIR.

Just a quick note for the Casino Guru team.

My account has just been closed by the casino

I did everything the casino wanted but they just don't want to pay. Peter, I can also send you the documents privately if you want. You will see that they show exactly what I have been saying here for over a month 😕

Nur eine kurze Anmerkung für das Casino Guru team.

Mein Konto wurde soeben geschlossen vom dem Casino

Ich habe alles gemacht was das Kasino wollte aber sie wollen einfach nicht zahlen. Peter, ich kann ihnen auch die Dokumente privat schicken wenn sie das wollen. Sie werden sehen, dass sie genau das zeigen, was ich hier seit über einem Monat sage 😕

Dear karlzimmermann975, you can forward any relevant information to my email. (peter.c@casino.guru) Thank you in advance!

I have just forwarded the information.

The casino actually refunded me 31 euros, even though I had withdrawn 420 euros. That's a disgrace.

I ask the casino to immediately send me the missing 389 euros to my Litecoin wallet!

Ich habe soeben die Informationen weitergeleitet.

Das Kasino hat doch tatsächlich 31 Euro mir zurückerstattet, obwohl ich 420 Euro in Auszahlung hatte. Das ist ja eine Frechheit.

Ich bitte das Kasino mir umgehend die fehlenden 389 Euro an mein Litecoin wallet zu senden!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear karlzimmermann975,

We would like to kindly inform you that your account did not pass the verification procedure and has been closed without the right to reopen.

Your last/winning deposit/s in the amount of 31 EUR returned to your Crypto.

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

Kind Regards, 

Wazamba Casino Team

Hello,

I would like to point out again that my winnings were 420 euros and not 31. I also uploaded exactly what you wanted. If you want to close the account, that is your right, but you have to pay me my winnings.

Hallo,

ich möchte erneut darauf hinweisen, dass meine Gewinne 420 Euro waren und nicht 31. Außerdem habe ich genau das hochgeladen was sie wollten. Wenn sie das Konto schließen wollen ist dies ihr recht, jedoch müssen sie mir meine gewinne auszahlen.

Dear Wazamba Casino representative, can you let us know why the player's account did not pass the verification procedure? Thank you in advance!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear karlzimmermann975, as the casino did not provide any further clarification on the matter I am forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter 

We’ve reopened this complaint at the request of Wazamba Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Peter,

We would like to kindly inform you that you will receive the requested evidence via mail as soon as possible.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Dear Peter,

We would like to kindly inform you that we provided you the evidence via email.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Thank you for the update Wazamba Casino representative, I have responded to your email and am awaiting your reply. Thank you in advance!

Dear karlzimmermann975, I will keep you informed about any new developments. Thank you for your patience during this time!

Dear Peter,

We would like to inform you that we provided you the reply to the email.

Thank you for your cooperation.

Kind Regards,

Wazamba Casino Team

Dear karlzimmermann975, according to the information provided by the casino the additional wallet was used to fund the account. I believe the issue that arose from this is that the account does not belong to you and per the industry standard, each person can only have one account and only use funds belonging to them. Can you clarify if you have asked your friend to supply your account with funds or what happened from your point of view? Thank you in advance!

Hello, I don't know if I understood you correctly but as I always say:

My friend deposited for me via his FUNID wallet with money that I gave him. My friend does NOT have a Wazamba account. He only has a FunID account but has never played on Wazamba!

The TOS does not state that friends cannot deposit for you if they DO NOT HAVE AN ACCOUNT THEMSELVES (so I would like to know the reason for my ban!).

I am just ready to ask my friend for KYC if the casino wants it. He does NOT have a Wazamba account!

Dear Peter, I would also like to refer you to your earlier message from 2024-11-05 19:52, which you wrote here:

"I understand your concern but I believe the player has the right to exchange funds with their friends and family if the other owners of the wallets do not have an account on your casino."

That's exactly what happened.

LG

Hallo, ich weiß nicht ob ich sie richtig verstanden habe aber wie ich schon immer sage:

Mein Freund hat über sein FUNID wallet eingezahlt für mich mit Geld, welches ich ihm gegeben habe. Mein Freund besitzt aber KEIN Wazamba account. Er hat nur ein FunID account aber hat noch nie auf Wazamba gespielt!

In den TOS steht nicht, dass Freunde nicht für einen einzahlen dürfen, wenn diese SELBST KEINEN ACCOUNT haben (somit würde ich gerne den Grund für meine Sperrung wissen!).

Ich bin gerade bereit meinen Freund nach KYC zu fragen wenn das Kasino das will. Er hat KEIN Wazamba Account!

Ich möchte Sie lieber Peter an der Stelle auch auf Ihre frühere Nachricht vom 2024-11-05 19:52 verweisen, welche Sie hier geschrieben haben:

"I understand your concern but I believe the player has the right to exchange funds with their friends and family if the other owners of the wallets do not have an account on your casino."

Das genau das was passiert ist.

LG

Dear karlzimmermann975, unfortunately, this is considered as collusion which casinos do not take lightly. As I explained in the previous reply as per the industry standard, each person can only have one account and only use funds belonging to them. Even if you gave your friend the money to deposit to your casino it raises concerns over Anti-money laundering policies which the casinos have to adhere to as per their regulatory requirements. In the current situation, I am unable to assist further and I am forced to reject your complaint. Thank you for your understanding and I'm sorry I could not be of more help on this occasion.

Kind regards,

Peter