Wazamba Casino - Аккаунт игрока был закрыт без уведомления.

Hi guys submitting a complaint against wazamba casino with regard to two withdrawals made few weeks ago for the some of 1099 ca . I have played there many times and won and made previously many withdrawals with no issue at all . The won was on a slots machine game called exotic cats . I received a emails confirming the cancellation of the withdrawals so I transferred ed to log in to my account to find out that my account is disabled by the casino with no notification or even a request from them

Dear Mahmoudmourad,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly your account was blocked? 
• Have you passed account verification in the casino?
• Did you achieve your current balance with the help of a bonus? 
• Have you received any email communication from this casino regarding the status of your withdrawals and account closure you might share?
• Send this information to my email at tomas@casino.guru or post screenshots here.

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

Best regards,

Tomas

I played there for about 5 months , made few withdrawals with no issue at all . They did not ask for any verification yet and I have no problem in submitting my details nothing to hide , am a legit player . The win was without bonus . I will forward communication to your email

Thank you very much, Mahmoudmourad, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Mahmoudmourad,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wazamba Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wazamba Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their funds were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

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 Mahmoudmourad,

I sincerely apologize for the delay in addressing your complaint. Due to an unspecified technical error, the casino was not notified about the ongoing issue.

I have contacted the casino representatives externally, and they will review your case as soon as possible.

I appreciate your patience and understanding, and I apologize for any inconvenience this may have caused.

Dear all

Thank you for your patience.

Rest assured, we're taking immediate action and your request is being checked with priority we would get back to you as soon as we have any news from relevant department.

Best Regards

Wazamba Team

Dear Kubo,

Kindly be informed that after our investigation we need to inform you that the customer account is closed due to casino Administration decision and it is recognized as duplicate. The player have the same password, gameplay and similar IP logins with another player account.

The following Terms and Conditions are applied:

 3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

-each action performed using a Duplicate Account is considered void;

-any promotions that the Duplicate Account has participated in will be cancelled;

-any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

-the Duplicate Account will be closed without an option to reopen it.

We hope this clarify the situation for you.

Best Regards,

Wazamba team

Dear Wazamba Casino,

Thank you for conducting the review and providing clarification.

Could you please share the supporting evidence to substantiate your claims by sending it to my email address at jakub.m@casino.guru?

I appreciate your cooperation.

Dear Kubo,

Kindly be noticed that we have send you email with evidence about this Wazamba case.

Best Regards,

Wazamba team

Dear Mahmoudmourad,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo