Wazamba Casino - Сума виведення гравця зменшена та відкладена.

I am writing to you in order to file a formal complaint regarding a discrepancy I have experienced when making a withdrawal of funds through the Wazamba platform (https://wazamba-6893.com/es/), which has not been resolved despite my attempts to obtain clarification from the company. Below, I detail the facts and inconsistencies that have occurred: 1. Details of the withdrawal made: Date of the withdrawals: Saturday, December 7, 2024 and Sunday, December 8, 2024. Requested amount: In total, I made two withdrawal requests for S/. 2,000 each, for a total of S/. 4,000. Amount received: I only received S/. 3,442.58 in my bank account, leaving a discrepancy of S/. 558.42. 2. Additional issue with fees: Aside from the discrepancy in the amount received, I noticed that my bank charged me a $25 fee for receiving a payment from abroad. This fee had not been applied to previous withdrawals, where the funds arrived in full and without any additional charges. After investigating with my bank, they informed me that the payment was processed as a "payment from abroad," which led to the charge of said fee. I mean, the bank has every right to charge $25 if a payment is made from abroad, the problem here is that the previous withdrawals I made on Wazamba they NEVER charged me that and there was never an additional discount, the strange thing here is that in this last withdrawal, Wazamba deposited the money into my account as if it were a payment from abroad and they had never done it that way, additionally there was a discount that NEVER should have happened. 3. Inconsistencies with the withdrawal process: In my previous withdrawals from the Wazamba platform, there were no additional charges or third-party commissions, and the funds arrived in full without any inconvenience. In this last withdrawal, the transfer was processed differently, which caused both the reduction in the amount received (558.42 soles less) and the unexpected charge of the $25 bank commission. As additional information, since I had previously made withdrawals in Wazamba, my account is already saved on the page, however this process underwent a change in its configuration within the Wazamba platform, since, instead of using the usual data for the transfer (THOSE THAT WERE ALREADY SAVED WITHIN), they asked me for the BIC code, which seemed strange to me, but I decided to complete the process according to the instructions. APPARENTLY, my money has passed through the hands of third parties, Interbank informed me by call that they received ONLY the amount reflected in my bank statement, that is, that Interbank only received 3,442.58 soles.

Me dirijo a ustedes con el fin de presentar una queja formal por una discrepancia que he experimentado al realizar un retiro de fondos a través de la plataforma Wazamba (https://wazamba-6893.com/es/) , la cual no ha sido resuelta a pesar de mis intentos de obtener una aclaración por parte de la empresa. A continuación, detallo los hechos y las inconsistencias que han ocurrido: 1. Detalles del retiro realizado: Fecha de los retiros: Sábado 7 de diciembre de 2024 y domingo 8 de diciembre de 2024. Monto solicitado: En total, realicé dos solicitudes de retiro por 2,000 soles cada una, sumando un total de 4,000 soles. Monto recibido: Solo recibí 3,442.58 soles en mi cuenta bancaria, lo que dejó una discrepancia de 558.42 soles. 2. Problema adicional con las comisiones: Aparte de la discrepancia en el monto recibido, noté que mi banco me cobró una comisión de 25 dólares por recibir un pago del exterior. Esta comisión no había sido aplicada en retiros anteriores, donde los fondos llegaron completos y sin ningún cargo adicional. Después de investigar con mi banco, me informaron que el pago fue procesado como un "pago del exterior", lo que ocasionó el cobro de dicha comisión. Ósea , el banco tiene todo el derecho de cobrar 25 dólares si se realiza un pago desde el exterior , acá el problema es que los retiros anteriores que hice on Wazamba JAMAS me cobraron eso y jamás hubo un descuento adicional , lo raro acá es que en este ultimo retiro , wazamba deposito el dinero a mi cuenta como si fuese un pago del exterior y nunca lo habían hecho así , adicionalmente hubo un descuento que JAMAS tuvo que haber pasado 3. Inconsistencias con el proceso de retiro: En mis retiros anteriores desde la plataforma Wazamba, no se presentaron cargos adicionales, ni comisiones de terceros, y los fondos llegaron completos sin ningún inconveniente. En este último retiro, la transferencia fue procesada de forma diferente, lo que ocasionó tanto la reducción en el monto recibido (558.42 soles menos) como el cobro inesperado de la comisión bancaria de 25 dólares. Como dato adicional , como yo ya había hecho retiros anteriormente en Wazamba , mi cuenta ya esta guarda en la pagina , sin embargo este proceso sufrió un cambio en su configuración dentro de la plataforma Wazamba, ya que, en lugar de utilizar los datos habituales para la transferencia (LOS QUE YA ESTANA GUARDADOS DENTRO DE) , me solicitaron el código BIC, lo cual me pareció extraño, pero decidí completar el proceso de acuerdo a las indicaciones. APARENTEMENTE , mi dinero a pasado por manos de terceros , interbank me informo por llamada que ellos recibieron UNICAMENTE el monto reflejado en mi extracto bancario , es decir , que interbank solamente recibió 3,442.58 soles

Dear Juanca,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a screenshot of your casino profile showing the withdrawals you made on 7 and 8 December?

Could you also kindly forward me your bank statement starting from 7 December until today? My email address is veronika.f@casino.guru.

Am I correct in understanding that you made two separate withdrawal requests but the casino paid you the entire sum in a single transaction?

Have you contacted customer support to ask why you received less money than you requested?

Did you accumulate your winnings with or without a bonus?

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

Best regards

Veronika

Answering your questions:

1) Yes, I can send you the information by this means or by the email that you indicated to me. I would like to highlight an important detail: as you can see in the attached image, the withdrawal of S/600 arrived intact, and the transaction clearly indicates that the method used was "Bank Transfer". However, in the two withdrawals of S/2,000 each, there is no indication in this regard. In both cases, I requested the withdrawal by bank transfer, but this time I was asked to enter the BIC code, which had never been necessary before. All my data was already saved on the platform to facilitate withdrawals. This change in the process coincided exactly with the reduction of the balance received, without being informed about a modification in the procedure or about possible applied commissions.

2) When I filed my claim, I attached my bank statement. However, if necessary, I can resend it by mail.

3) You are correct. In fact, in the bank statement it can be seen that the withdrawal of S/600 was credited one day after the request and without any discounts. On the other hand, the withdrawals of S/2,000 were credited five days later, under a different name in the description of the charge, with amounts discounted and merged into a single operation, despite the fact that separate requests were made.

4) Yes, I have been checking with my bank for some time now. Currently, the bookmaker is no longer responding to my requests. At the time, I was informed that the problem was the responsibility of the bank and that they gave me the full amount. However, when I spoke to my bank, they confirmed that they have nothing to do with the discounts and that they only processed the amount they received. In addition, the change in the withdrawal procedure coincides exactly with this reduction in the credited amounts, which reinforces my certainty that the problem is not with my bank.

5) I have played with bonuses on the platform before. However, the S/4,000 in question does not come from bonuses, but from my own money and legitimate profits obtained through my bets.

I remain attentive in case you need more information. I am complaining with evidence and basis, since these types of situations are unfair and show how some bookmakers take advantage of those who do not have a strong voice to defend their rights.

Respondiendo a sus preguntas:

1) Sí, les puedo enviar la información por este medio o por el correo que me indicaron. Quisiera resaltar un detalle importante: como pueden ver en la imagen adjunta, el retiro de S/600 llegó intacto, y en la transacción se indica claramente que el método utilizado fue "Transferencia Bancaria". Sin embargo, en los dos retiros de S/2,000 cada uno, no aparece ninguna indicación al respecto. En ambos casos, solicité el retiro por transferencia bancaria, pero en esta oportunidad se me pidió ingresar el código BIC, lo cual nunca antes había sido necesario. Todos mis datos ya estaban guardados en la plataforma para facilitar los retiros. Este cambio en el proceso coincidió exactamente con la reducción del saldo recibido, sin que se me informara sobre una modificación en el procedimiento ni sobre posibles comisiones aplicadas.

2) Cuando presenté mi reclamo, adjunté mi extracto bancario. No obstante, si es necesario, puedo reenviarlo por correo.

3) Usted está en lo correcto. De hecho, en el extracto bancario se puede observar que el retiro de S/600 fue acreditado un día después de la solicitud y sin descuentos. En cambio, los retiros de S/2,000 fueron acreditados cinco días después, bajo un nombre diferente en la descripción del cargo, con montos descontados y fusionados en una sola operación, a pesar de que se hicieron solicitudes separadas.

4) Sí, he consultado con mi banco desde hace tiempo. Actualmente, la casa de apuestas ya no responde a mis solicitudes. En su momento, me informaron que el problema era responsabilidad del banco y que ellos entregaron el dinero completo. Sin embargo, cuando hablé con mi entidad bancaria, me confirmaron que no tienen nada que ver con los descuentos y que solo procesaron el monto que recibieron. Además, el cambio en el procedimiento de retiro coincide exactamente con esta reducción en los montos acreditados, lo que refuerza mi certeza de que el problema no está en mi banco.

5) En la plataforma he jugado con bonos en otras ocasiones. No obstante, los S/4,000 en cuestión no provienen de bonos, sino de mi propio dinero y de ganancias legítimas obtenidas mediante mis apuestas.

Quedo atento en caso necesiten más información. Estoy reclamando con base y evidencia, ya que este tipo de situaciones son injustas y muestran cómo algunas casas de apuestas se aprovechan de quienes no tienen una voz fuerte para defender sus derechos.

Thank you very much, Juanca, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Juanca 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 how we can help resolve this issue.

Thank you!

Wazamba Casino Team, I am writing to you to follow up on an issue that I have been trying to resolve with your customer service for some time (emails and live chat), without getting a clear answer.

I am waiting for the solution that Wazamba Casino will provide regarding this issue, so I would appreciate a prompt response with detailed information about the status of my case.

Equipo de Wazamba Casino , me dirijo a ustedes para dar seguimiento a un problema que he estado intentando resolver con su servicio de atención al cliente desde hace tiempo (correos y chat en vivo ) , sin obtener una respuesta clara.

Estoy a la espera de la solución que Wazamba Casino brindará respecto a este inconveniente, por lo que agradeceré una pronta respuesta con información detallada sobre el estado de mi caso.

Dear all,

Thank you for reaching out!

We would like to express that we are sorry to hear that your experience with the website has been less than satisfying.

Please be informed that our platform does not have fees for the withdrawals, and such fees might depend on the bank of the customer. We suggest that the customer reaches out to their bank in order to get more information regarding any additional fees or charges.

Thank you for your understanding!

Best regards,

Wazamba team

Dear Wazamba team,

I am contacting you due to an irregularity in my last withdrawal. The amount received in my bank account was significantly lower than requested, even though both my bank and Wazamba claim not to have applied any fees.

Given this situation, it is clear that someone must have deducted some of my money. As we know, Wazamba is the entity that processes and sends the payments, but the one directly responsible for transferring the funds to my bank account is its withdrawal provider. This means that if the funds were reduced in the process, the responsibility still falls on Wazamba, since it is its provider who manages the transfers.

It is important to note that the withdrawal process has changed. Previously, no BIC code was requested and my account was saved on the platform, which indicates modifications in their system. Following these changes, discounts began on my withdrawals, which raises several questions:

Is the withdrawal provider that processed my last withdrawal the same one that you have worked with on my previous transactions?

If you have changed providers, can you tell me which one they currently have and how long they have been operating?

If the supplier remains the same, what changes have they made to the checkout process that have resulted in these discounts?

If the provider or intermediary banks have started charging fees, why were users not informed beforehand?

If Wazamba maintains that it does not apply fees and my bank also confirms this, then the only party responsible for these discounts is your withdrawal provider, which remains an extension of the service you provide. Therefore, it is your responsibility to provide a clear explanation of what happened.

I look forward to a detailed response and a solution to this problem.

Estimado equipo de Wazamba,

Me comunico con ustedes debido a una irregularidad en mi último retiro. El monto recibido en mi cuenta bancaria fue significativamente menor al solicitado, a pesar de que tanto mi banco como Wazamba afirman no haber aplicado ninguna comisión.

Ante esta situación, es evidente que alguien debió haber descontado parte de mi dinero. Como bien sabemos, Wazamba es la entidad que procesa y envía los pagos, pero el encargado directo de transferir los fondos a mi cuenta bancaria es su proveedor de retiro. Esto significa que, si los fondos fueron reducidos en el proceso, la responsabilidad sigue recayendo en Wazamba, ya que es su proveedor quien gestiona las transferencias.

Es importante recalcar que el proceso de retiro ha cambiado. Antes, no se solicitaba código BIC y mi cuenta estaba guardada en la plataforma, lo que indica modificaciones en su sistema. A partir de estos cambios, comenzaron los descuentos en mis retiros, lo que plantea varias dudas:

¿El proveedor de retiros con el que procesaron mi último retiro es el mismo con el que han trabajado en mis transacciones anteriores?

Si han cambiado de proveedor, ¿pueden indicarme cuál es el actual y desde cuándo opera?

Si el proveedor sigue siendo el mismo, ¿qué cambios ha realizado en el proceso de retiro que han generado estos descuentos?

En caso de que el proveedor o los bancos intermediarios hayan comenzado a aplicar comisiones, ¿por qué no se informó previamente a los usuarios?

Si Wazamba mantiene que no aplica comisiones y mi banco también lo confirma, entonces el único responsable de estos descuentos es su proveedor de retiro, el cual sigue siendo una extensión del servicio que ustedes brindan. Por lo tanto, es su responsabilidad proporcionar una explicación clara sobre lo ocurrido.

Quedo a la espera de una respuesta detallada y una solución a este problema.

Dear Wazamba Casino representative, would it be possible to provide any evidence that this fee was not the result of your withdrawal process? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Juanca,

In order to proceed with our investigation, I’d like to ask if you happen to know anyone else who plays at Wazamba Casino or if you’ve had any previous interactions with other users on our platform that may be relevant to your case. We have some suspicions regarding potential collusion with other users, and understanding your connections could be helpful in clarifying the situation.

Your cooperation is greatly appreciated, and we are here to support you in seeking a fair resolution.

Regarding the question about possible collusion, I want to clarify a few points. Like any good bookmaker, Wazamba has been a reliable option IN ITS TIMES, and for this reason I have recommended the platform to several friends and family. However, the suggestion of collusion is somewhat surprising to me and, in my opinion, seems more like a strategy to damage the reputation of certain bookmakers.

That being said, I would like to ask you: Have you reviewed the evidence I have in my possession? While there may be other users with similar or other issues, this does not justify writing off the situation as "possible collusion" without taking into account the evidence. If I did not have concrete evidence, it might be reasonable to speculate about collusion, but in this case, my evidence shows that Wazamba (or its withdrawal provider) is taking funds from my account, which could be affecting other users as well.

I hope you take into account the seriousness of the situation and the evidence I have presented.

En relación con la pregunta sobre la posible colusión, quiero aclarar algunos puntos. Como cualquier buena casa de apuestas, Wazamba ha sido una opción confiable EN SU MOMENTO , y por ello recomendé la plataforma a varios amigos y familiares. Sin embargo, la sugerencia de colusión me resulta algo sorprendente y, en mi opinión, parece más una estrategia para dañar la reputación de ciertas casas de apuestas.

Dicho esto, quisiera preguntarles: ¿Han revisado las evidencias que tengo en mi poder? Si bien pueden existir otros usuarios con problemas similares u otros, esto no justifica tachar la situación de "posible colusión" sin tomar en cuenta las pruebas. Si no tuviera evidencia concreta, podría ser razonable que se especulara sobre colusión, pero en este caso, mis pruebas demuestran que Wazamba(o su proveedor de retiros) está agarrando fondos de mi cuenta, lo que podría estar afectando a otros usuarios también.

Espero que tomen en cuenta la seriedad de la situación y las pruebas que he presentado.

Thank you for the explanation Juanca, we are discussing your case internally and we will keep you updated about any new developments. Thank you for your patience during this time!

Thank you for your patience Juanca, we will continue the resolution of your complaint now.

Dear Wazamba Casino representative, would it be possible to provide any evidence that this fee was not the result of your withdrawal process? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!