Wazamba Casino - Обліковий запис гравця було закрито через подвійну претензію щодо облікового запису.

I joined Wazamba a month ago and after depositing some money I was able to make 336€

I’ve submitted my first withdrawal request of 300€ 4 days ago through bank transfer and it was declined I submitted a second withdrawal and it’s still pending - which as per Wazamba’s guidelines it shouldn’t take more than 3 days. Today they emailed me say they have closed my account saying that i have a duplicate . i tried to log in but i was already blocked and i have been playing for a month now i have been depositing without any problem but during withdrawal time is the time they start to bring excuse and problems for them not to pay.

I contacted the support and was told that my withdrawal is delayed and that I should wait and now there are not responding. How can you assist me please

Dear allankyengo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

To my best of knowledge i dont remember of any other account under wazamba casino the account i used was 20002000 username and also when i joined i did not receive any welcome bonuses at all. And about verification my account said there was no need of verification and i also asked customer care services about it and they told me my account does not need verification. I have been using the same account for a month depositing without any problem at all and even betting sometimes winning sometimes not. During withdrawal time is the time the casino are making excuses for them not to pay out and closing my account. If they noticed any problem they should have said it on the begin they should have cancelled my deposits at first and cancel everything not keep quiet up to now the withdrawal time to make excuses its totally unfair.

Thank you very much, allankyengo, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, allankyengo,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wazamba Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Wazamba Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 Branislav,

Thank you for reaching out!

Please be informed, that we have sent you an email with the details of the case.

We hope this helps resolve the case.

Best regards,

Wazamba Customer support

Thank you, Wazamba Casino team, for your email and the provided details.

Please, could you please look at my last email regarding the matter and provide me with the additionally requested information?

Dear allankyengo,

The provided data clearly shows that multiple accounts were used in a relatively short time period (something more than 1 week between the registrations) by 1 person. There is ample evidence to support this fact, and based on all the data matches of the linked accounts, it would probably be impossible to prove otherwise.

Can you please provide me with an explanation? What was the reason for creating and using the second (disputed) account? What type of games did you play the most at the casino, and from what type of games did you accumulate the disputed winnings?

Did you use any bonus(es)? If yes, what bonus was used in which account?

I opened an account and made a normal credit card deposit and I placed a multibet and didn't use any bonus or use the casino side. I stayed almost a week without playing and when I came back to play i tried several times to log in and recover or change my password but it was not successful and I was denied access. i still have the recover emails records with me. I opened another account 20002000 which is the most used and because i really wanted to continue playing with the casino so i deposited through my credit card and placed bet on football of which i didn't get any bonus at all. My winnings accumulated and i was able to make 336Euros. I had first made a withdrawal of 10Euros but it delayed and I cancelled it and now made a withdrawal request of 300Euros which after a week of waiting it was refunded back to my betting account not bank account. I made a second withdrawal request and it stayed for almost a week of which i stayed in touch with the live support to track the withdrawal process since my account was blocked and my emails where not answered I have the screenshots with me and i have forwarded to you email. After almost a week they emailed me 3times that my withdrawal was successful of 10Euros of which i had withdrawn 300Euros not 30Euros. I received 30Euros in my bank account and I contacted live chat and majority of them confirmed that i will receive the remaining 270Euros but minority confirmed i will not because I had another account. I have a Question why was my account deposit accepted while withdrawal there is a problem and why accept opening of another account i they should have cancelled all my deposit and close it immediately at the beginning not now the time i am withdrawing after almost several weeks of playing.

Alright, allankyengo. Thank you for your emails with screenshots, as well as for your explanation. I will explain a few things in more detail now.

• The casino is not obliged to perform additional verification or account checks earlier than upon a withdrawal request or upon a request for a higher amount, depending on the casino - it means the casino had not known about your other account before you requested a withdrawal, and they started additional inspection; anyway, if they did not allow you to make deposits and play from your disputed account, it would have meant that you would not have lost your deposits of €30 - so, it would not change the situation compared to the current status - deposits of €30 were returned to you, so you are in the situation as if you did not play at the casino at all, and it would not change anything; therefore, your question regarding deposits acceptance is irrelevant, and it does not make sense to ask about it at all
• The screenshots of the communication with live chat representatives are all about the same - either about the confirmation of a completed withdrawal of the remaining €270, or that they were confiscated due to having multiple accounts in the casino - it does not make sense to contact them about the same issue since it is obvious that since you received only €30, and the withdrawal of €300 was requested, your remaining winnings of €270 were confiscated, which also follows from the email from the casino
• The screenshot of the reset of your password is irrelevant because there is no information about the email that it was sent to, and since there is only a list of emails without their contents, it does not confirm that you tried to reset your password at all; this information is not in any of the shared screenshots with live chat communication, you did not provide me with any communication in which you would have asked the casino customer support about it, besides the one where you told about it to a casino representative, but it was at the time the second (disputed) account was already active and fully in use (too late)
• Currently, we should focus on the confiscated winnings, and it is still not completely clear what else happened in your accounts; if your first account was inactive for the entire time you used your second account, or you did not gain any (unfair) advantage by playing in this way, what was the reason for the winnings confiscation

However, some questions arose in the meantime.

It is a common and industry-standard rule that prohibits players from having multiple accounts in any online casino. If it was not possible to access your first account, and the announcement of its block says you should turn to the casino live chat, can you please provide me with a communication where you informed the casino about your first account and issues with accessing it? Did you ask the casino about creating another account before you did it, or did you simply do it without the casino's permission?

If I understood from your last post correctly, your winnings were made only on sports betting, and you did not use any bonuses on any of your accounts. Is that correct, please?

Dear Wazamba Casino team,

Unfortunately, the circumstances are still unclear, and you have not answered my last email regarding the matter. Can you please look at my email in question sent to the email address support@wazamba.com on October 19, 2023, 18:54 (CET), and reply with the necessary details that I asked the casino for?

The most important questions now are - if the complainant's first account was inactive when he was using his disputed account, what else did he commit and/or what other rules did he breach besides creating another account? What should be a justified reason to confiscate his disputed winnings and what (unfair) advantage did he gain by creating and using his disputed account if the winnings were accumulated legitimately without breaching any other rule or did not abuse the casino's system in another way?

(I am sorry for the delay)

Dear Branislav,

All my winning where made from the sports betting site only i didn't play on any other site and also played without any bonuses at all . About the password reset i didn't contact casino support team because i didn't expect it to be complicated to reset the password and i had sent them an email for the reset password process and no need to struggle but that was not the case. I gave it multiple reset password trials without any success. I was new to the casino and i had not yet finished going through all the casino general terms and conditions at that time.

I have forwarded the password reset screenshots from wazamba to your Email.

Thank you.

Thank you, allankyengo. I received the email and screenshots. The important details are missing there, so I replied to your email and requested them.

Anyway, I would rather like to wait for the casino's further response and additional information.

Thank you, Wazamba Casino team, for your email and additional information.

Dear allankyengo,

As I mentioned in my previous post, the screenshots you provided do not show the important details. I sent you an email as a response, where I asked you to provide me with similar screenshots, but with the missing details. For some reason, you have not replied to it yet. Therefore, I resent you the email a while ago, with further instructions, and I am waiting for your response.

In addition, I would like to ask a few more questions to clarify the situation since it still does not make sense.

If the only reason for creating a new account in the casino was, as you claimed, that you did not manage to reset your password on the first account (not proven yet) - what was the reason for registering in the casino with altered personal data, and which account was registered with your true and genuine personal data?

Why did you register 2 accounts with different personal details?

And the one you have not answered yet - "Did you ask the casino about creating another account before you did it, or did you simply do it without the casino's permission?"

Please note that we require full cooperation from players during solving their issues, and it is not only the casino that should provide us with the requested details and evidence supporting its claims. I can see you provided us with untrue information during the course of the complaint process several times, and if you are not able to substantiate your claims with sufficient evidence that I requested from you or if it turned out your further claims do not correspond with the evidence provided by the casino, we will be forced to think about complaint closure/rejection. The instructions in my email, as well as my questions above, are simple and clear. If you keep dragging the process out with irrelevant information, without providing the necessary information and details, we will not be able to further help you in resolving the issue.

Thank you for understanding and in advance for answering my email.

I created my second account with different credentials because as i was creating the account with the first account with the same details it was not going through it kept on say details already exists. So i changed details to see if it could be successful. I didn't know it was against the rules because i had not finished going through the Terms and conditions and i take full responsibility for that because if i knew i wouldn't have created another account. I didn't ask for any permission from the casino to create another account because i didn't know the rules and regulations at that time.

The other details i have sent them to you in you Email.

Yes, allankyengo. But that exactly means that you bypassed the casino's system restrictions to create a new account. It is prohibited in all online casinos, and you did not ask the casino for permission to do it. If you did not alter your personal details, you would not have been allowed to register another account.

Thank you for your emails and additional explanation, but it did not help the situation at all. You provided me with the same and irrelevant emails from your disputed account, which proves nothing.

Based on all the gathered information, we are rejecting this complaint.

• The casino provided us with all the necessary details supporting its claims and decision
• You were providing us with untrue and misleading information and evidence during the entire course of the process
• There is no sign of a password reset request on your first casino account at all, and even in your last email, you provided me with the same emails (from your disputed account) again, and in an incorrect form; if you deleted the email(s) necessary to support your claims, which could serve as evidence - as was mentioned in one of my emails - unfortunately, you deleted important evidence
• There was only one attempt to ask the casino about your issue with logging into your first account, but you left the chat after the live chat casino representative asked you to wait until they checked it, nothing more; there was no information about any password reset request on the first account
• If it was related to another or not-so-common and industry-standard rule, and you were not providing us with untrue and misleading information for the whole time, it could be possible to discuss the issue with the casino further; however, I sincerely believe you understand that after all, we cannot side with you
• You accepted the Terms and Conditions upon registration, so your unawareness does not excuse you
• Basically, until now, we have not been provided with the information on what personal details really belong to you and which of them you would be able to verify, so it is understandable that the casino was unsure about your identity and could not verify you

For the future, I recommend you read all the Terms and Conditions in any online casino before their acceptance and full registration. And, in case you are not sure about anything, ask the casino customer support about it.

You mentioned that you take all the responsibility. So, you should accept the fact that the casino refunded only your deposits, so your (financial) situation is as if you did not play in the casino at all, which after all, seems like an acceptable compromise.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Wazamba Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru