Wazamba Casino - Обліковий запис гравця не відповідає після самовиключення.

Good morning.

I would like to ask you to intervene, as the casino is not communicating.

In 2023 I requested self-exclusion from this and other casinos. At the time I think the casino was owned by another operator, however this casino in 2024 allowed me to create an account again, and lose 2500€.

I've asked for a refund and the casino won't even reply.

Can you help?

Bom dia.

Solicito a vossa intervencao, pois o casino nao comunica.

Em 2023 solicitei a auto-exclusao deste e outros casinos. Na altura penso que o casino era de um outro operador, no entanto este casino em 2024 permitiu me criar novamente conta, e perder 2500€.

Solicitei o reembolso e o casino nao responde sequer.

Podem ajudar?

Dear cgouveia,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@wazamba.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please advise when exactly you created the second account and if you registered with the same personal details? Do you currently have access to that account?

Thank you very much in advance.

Best regards,

Kristina

Good morning casino guru.

I created an account on December 23, 2024.

I can't log into the account, I created the account with my email my mobile number etc.

I was never asked for any kyc despite depositing more than 2500€ in a few hours.

Bom dia casino guru.

Eu criei conta em 23 de dezembro de 2024.

Nao consigo entrar na conta, criei a conta com o meu email meu numero de telemovel etc.

Nunca me foi solicitado qualquer kyc apesar de depositar mais de 2500€ em poucas horas.

Thank you for your reply, cgouveia. Please allow me to ask you a few questions, so I can understand the whole situation completely and construct a timeline.

• When did you create the first account and when was it closed?
• When was your second account closed?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you in advance.

Dear cgouveia,

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.

Hi, I'm not sure when I created my account, but I think it was in 2023.

My account was closed in January 2025.

Thank you

Ola, nao tenho a certeza da data da criacao da conta, mas penso ter sido durante o ano de 2023.

A minha conta foi encerrada em janeiro de 2025.

Obrigado

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear cgouveia,

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.