Wazamba Casino - Spillerens anmodninger om selvudelukkelse er blevet ignoreret.

Hello,

I've been having some issues with controlling my gaming behavior.

I've been playing on the Wazamba site for a while now.

In August, I requested via email for my account to be deleted. However, my account is still active and I continued to play. In September, I sent another email requesting for my account to be deleted but I was still able to play. In October, I requested yet again to no avail. Due to these ignored emails, I lost control of my gaming habits and therefore demand the money that I have lost throughout this duration returned!!!

Loss is over 5000 Euros

The homepage clearly indicates, under the Responsible Gaming section, that they would delete the account within 24 hours. However, that wasn't the case for me!

Hallo,

ich habe etwas Probleme damit mein Spielverhalten unter Kontrolle zu haben.

Ich spiele seit längerem auf der Seite von Wazamba.

Im August hatte ich per Email die dazu aufgefordert mein Account zu löschen. Jedoch ist mein Konto noch aktiv und ich spielte weiter. Im September habe ich nochmal eine Email geschrieben und sie dazu aufgefordert mein Account zu löschen, leider hatte ich die Möglichkeit weiter zu spielen. Im Oktober habe ich sie nochmals dazu aufgefordert jedoch vergeblich. Durch das ignorieren meine Email hatte ich mein Spielverhalten nicht unter Kontrolle und somit fordere ich mein Geld was ich in dieser Zeit verspielt habe zurück!!!

verloren über 5000 Euro

Auf der Homepage ist bei dem Punkt Verantwortliches Spielen Kontrolle behalten angegeben das sie das Konto innerhalb von 24h löschen jedoch war es bei mir nicht der Fall!

Dear Germany1997.42,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances

(after the cooling off period and this cannot be done for players with gambling problems).

• Have you indicated the reason why you wished to close your casino account?
• Have you received any responses from the casino regarding your requests?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello,

In my first email I explicitly stated that I was addicted to gambling.

In the following email I asked to delete my account. Or to deactivate.

I never received an answer.

Ultimately, I already told you about it and asked in the chat once. And if you look at the account, you can assume that you have a gambling addiction. My emails were deliberately ignored so that I would deposit more and more money!

Hallo,

in meiner ersten Email habe ich ausdrücklich darauf hingewiesen das ich Spielsüchtig bin.

Die Folgenden Email habe ich darum gebeten meine Konto zu löschen. Oder zu Deaktivieren.

ich habe nie eine Antwort erhalten.

Letztendlich habe ich es vorher schon mitgeteilt, habe auch einmal im Chat angefragt. Und wenn man sich das Konto anschaut, kann man von einer Spielsucht ausgehen. Meine Emails wurden bewusst ignoriert damit ich mehr und mehr Geld einzahle!

Thanks for your messages.

Please send me the email in which you informed the casino about your gambling problem. Send it to my email at tomas@casino.guru

Without the evidence, that you informed the casino about the gambling problem, or acknowledgment from the casino they knew about your gambling problem, and since when, we stand no chance in confronting the casino.

I apologize for the inconvenience.

I can see you sent the email to the casino, however after checking the website the correct email seems to be different:

Have you contacted support@wazamba.com as well?

Have you received any response?



To me it looks like this why?

Bei mir sieht es so aus warum?

And as already mentioned, I am deliberately ignored so that I deposit more and more money. I would like a claim for my losses from last year. I deliberately sent an email again and took a screenshot of it so that you could see that I was deliberately being ignored. I wrote the email a week ago, the site doesn't adhere to what it says on the homepage. I've been ignored for a week, probably even longer

Und wie schon erwähnt, ich werde bewusst ignoriert damit ich mehr und mehr Geld einzahle. Ich hätte gerne einen Anspruch auf meine Verluste des letzten Jahres. Ich habe bewusst eine email erneut gesendet und davon ein Screenhot gemacht damit sie sehen das ich bewusst ignoriert werde. Ich habe die email vor eine Woche geschrieben, die Seite hält sich nicht an das was auf der Homepage steht. Seit 1 Woche werde ich ignoriert, wahrscheinlich sogar noch länger

I asked to close my account some time ago and mentioned that I was addicted to gambling. That was in August after I lost a lot of money. I no longer have this email or chat request. Below I wrote please close my account. All of this was deliberately ignored. To this day I have never received a response to my emails.

Ich habe um eine Kontoschließung schon vor einiger Zeit gebeten und erwähnt das ich Spielsüchtig bin. Das war im August nach dem ich sehr viel Geld Verloren habe. Diese Email bzw. Chat Anfrage besitze ich nicht mehr. Im folgenden habe ich geschrieben bitte schließen Sie mein Konto. Das wurde alles bewusst ignoriert. Bis heute habe ich nie eine Antwort auf meine Emails bekommen.

Thanks for the clarification.

I checked the website again and from Germany, the support email is support@wazamba-casino.com the same as you indicated.

I tested the email address and I received an automated response that my request was received and a request number ID number.

Please understand that without proof, that you initially informed the casino about your gambling problem or acknowledgment from the casino that they received your self-exclusion request we won't be able to ask the casino to return your subsequent deposits.

In order to self-exclude your account try the following: Please send another email following the template below to the casino and include me in the copy of the email tomas@casino.guru and keep me informed about any further developments.

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gambling addiction).

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Dear Germany1997.42,

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.

I can see you sent the email again today.

Hopefully, your request will be processed soon.

Was your request processed? Have you been self-excluded in the casino, please?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.