Wazamba Casino - Spelarens konto har öppnats igen mot självavstängning.

Hello,

Unfortunately, I have to file a complaint against Wazamba Casino.

I had been playing at the casino and lost money. I decided to exclude myself from gambling. I first contacted live chat and then email support.

I have properly excluded myself from gambling due to gambling addiction; the exclusion should also be indefinite.

I subsequently confirmed my decision after being asked by support.

The next day, I saw in the email that they offered me the option to reopen my account at any time. Driven by my gambling addiction, I wrote to them requesting a reopening in order to potentially receive cashback or bonuses (losses exceeding €800).

Well, unfortunately, I made further deposits.

The casino should not have opened my account again; I properly excluded myself from gambling.

The casino is refusing to refund my deposits because I stated upon reopening that I was responsible for them myself.

Casinos should be aware of their role and responsibility. If I've already mustered the courage and strength to exclude myself from gambling, they should keep the account closed. They knowingly allowed a gambling addict, who had requested an INDEFINITE self-exclusion, to gamble again. That's a violation of all responsible gambling rules!

I demand that the casino implement an indefinite self-exclusion and refund my deposits after the self-exclusion. I also demand that the casino cease sending me promotional emails and remove me from all advertising lists.

I will gladly provide evidence and documents regarding my deposits. I can also provide the email correspondence concerning the self-committee.

I hope someone can help me here.

Kind regards and many thanks

Hallo,

leider muss ich eine Beschwerde gegen das Wazamba Casino einreichen.

Ich hatte im Casino gespielt und Geld verloren. Ich hatte mich dazu entschieden, mich selbst vom Spiel auszuschließen. Ich hatte mich zuerst an den Livechat und danach an den Email Support gewandt.

Ich habe mich ordnungsgemäß aufgrund von Spielsucht vom Spiel ausgeschlossen, der Ausschluss sollte außerdem unbefristet erfolgen.

Meine Entscheidung habe ich im Nachhinein auf Nachfrage des Supports auch bestätigt.

Am nächsten Tage habe ich in der Email gesehen, dass sie mir anboten, mein Konto jederzeit wieder eröffnen zu können. Getrieben von meiner Spielsucht habe ich geschrieben und um eine Wiedereröffnung gebeten um eventuell noch Cashback oder Boni zu bekommen (Verlust über 800€)

Nunja, es erfolgten leider weitere Einzahlung von mir.

Das Casino hätte mein Konto nicht mehr eröffnen dürfen, ich habe mich ordnungsgemäß vom Spiel ausgeschlossen.

Das Casino verweigert mir eine Rückerstattung meiner Einzahlungen, da ich bei der Wiedereröffnung angegeben habe, dass ich selbst dafür verantwortlich bin.

Also Casino sollten sie sich ihrer Rolle und Verantwortung bewusst sein. Wenn ich schon den Mut und die Kraft gesammelt habe, mich selbst vom Spiel auszuschließen sollten sie das Konto auch geschlossen lassen. Sie habe bewusst einen Spielsüchtigen Spieler, der einen UNBEFRISTETEN Selbstausschuss gefordert hat, erneut ermöglicht zu spielen. Das ist ein Verstoß gegen sämtliche Regeln des verantwortungsvollen Spielens!

Ich fordere vom Casino einen unbefristeten Selbstausschuss und die Rückerstattungen meiner Einzahlungen nach dem Selbstausschuss. Ebenso fordere ich das Casino auf, mir keine Werbemails zu schicken und mich von sämtliche Werbelisten zu streichen.

Beweise und Dokumente über meine Einzahlungen lege ich sehr gerne vor. Ebenfalls kann ich den Email Verlauf über den Selbstausschuss vorlegen.

Ich hoffe mir kann hier geholfen werden.

Freundliche Grüße und vielen Dank

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 forward me the entire conversations between you and the casino customer support regarding the self-exclusion and the subsequent reopening of your account? My email address is veronika.f@casino.guru.

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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika,

I have provided the required information. Please let me know if anything is unclear or if you need further information.

Kind regards and have a nice weekend

Hallo Veronika,

ich habe die benötigten Information übermittelt. Bitte geb mir Bescheid falls es Unklarheiten gibt oder du weitere Infos benötigst.

Freundliche Grüße und ein schönes Wochenende

Thank you for your emails.

Could you please forward us any emails or chat transcripts you exchanged with the casino’s customer support in which you requested that your account be reopened?

Additionally, please specify:

• The exact date on which the casino reopened your account
• How many deposits you made after the reopening, including the exact dates and amounts
• Whether your account is currently open or closed

If your account has been closed again, kindly let us know the exact date of the closure.

Hello Veronika,

Thank you very much for your feedback.

I have already forwarded to you the email exchanges in which I excluded myself from the game.

I applied for my self-exclusion on December 24, 2025, and also confirmed it to support on the same day.

The reopening took place on December 25th via live chat.

The following payments were made after the first self-discharge meeting:

29.12. 35€

29.12. 10€

29.12. 50€

28.12. 48€

28.12. 50€

28.12 73€

28.12. 54€

28.12. 49€

28.12. 50.86€

28.12. 50.80€

28.12. 16.54€

December 28th, €25

28.12. 10€

27.12. 24.95€

27.12. 15€

26.12. 25€

26.12. 25€

26.12 25€

26.12. 19.66€

26.12. 11.97€

25.12. 40.01

25.12. 60€

25.12. 50€

25.12 74€

25.12. 72€

My account is currently closed.

If you have any further questions

If you need any further documents, please let me know.

Kind regards and many thanks

Hallo Veronika,

vielen Dank für deine Rückmeldung.

Die Email Verläufe in denen ich mich selbst vom Spiel ausgeschlossen habe, habe ich dir bereits weitergeleitet.

Meinen Selbstausschuss habe ich am 24. Dezember 2025 beantragt und auch am selben Tag dem Support gegenüber auch noch bestätigt.

Die Wiedereröffnung fand am 25.12 im Livechat statt.

Einzahlungen sind nach dem ersten Selbstausschuss folgende erfolgt:

29.12. 35€

29.12. 10€

29.12. 50€

28.12. 48€

28.12. 50€

28.12 73€

28.12. 54€

28.12. 49€

28.12. 50.86€

28.12. 50.80€

28.12. 16,54€

28.12. 25€

28.12. 10€

27.12. 24.95€

27.12. 15€

26.12. 25€

26.12. 25€

26.12 25€

26.12. 19.66€

26.12. 11,97€

25.12. 40.01

25.12. 60€

25.12. 50€

25.12 74€

25.12. 72€

Mein Konto ist derzeit geschlossen.

Falls du weitere Rückfragen hast

oder weitere Dokument benötigst lass es mich wissen.

Mit freundlichen Grüßen und vielen Dank

Thank you for the information. However, I have not received your chat transcripts regarding the reopening requests you sent to the casino on December 25. Please send me those conversations as well.

Hello Veronika,

I requested the reopening via live chat, therefore I cannot provide a log/screenshot or anything else here.

Greetings

Hallo Veronika,

die Wiedereröffnung habe ich im Livechat beantragt, daher kann ich hier kein Protokoll/Screenshot oder sonstiges Vorlegen.

Grüße

Hello Samsam213,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Samsam213

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Samsam213,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Wazamba Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Wazamba Casino representative to join this conversation and participate in resolving this complaint.

Dear Wazamba Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello everyone!

We kindly inform you that we are examining the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Wazamba Team

Dear Wazamba Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Samsam213,

We would like to kindly ask you for some more patience from your side while we are checking thoroughly this important matter with our relevant team.

Thank you so much for your understanding.

Best regards,

Wazamba Team

Dear Wazamba Casino,

Upon reviewing the communication with the player, I would like to point out one important detail.

The player should never be "threatened" that their balance will be voided upon a self-exclusion request.

This is contradictory to the basic idea of self-exclusion and responsible gambling — to protect vulnerable players from gambling their money away.

Furthermore, the player has requested a permanent self-exclusion due to a gambling issue; however, they were able to reopen their account.

Could you kindly provide your insights on this matter?

Dear all,

Thank you so much for your patience.

We would like to deeply apologise for this event. Our casino is willing to refund the amount of 965 EUR to the player. Dear Samsam213, please kindly inform us if you accept this offer in order to start the refunding procedure.

Thank you for your cooperation.

Best regards,

Wazamba Team

Hello,

I agree to the offered refund. Thank you for your cooperation and honesty.

Hallo,

mit der angebotenen Rückerstattung bin ich einverstanden. Vielen Dank für die Zusammenarbeit und die Ehrlichkeit.

Dear Wazamba Casino,

The player has accepted your offer for the refund.

We kindly ask that you inform us once the refund has been processed on your end.

Additionally, if you require any further assistance from the player concerning the refund, please do not hesitate to reach out.

Dear Samsam213,

We have sent you an e-mail in order for you to provide us the bank details for the refund.

Thank you.

Best regards,

Wazamba Team

Dear Samsam213,

The casino has contacted you via email to discuss the refund process.

Kindly review the email at your earliest convenience and provide an update once you have any news to share.

Hello,

Wazamba contacted me via email. However, I haven't received the money yet.

Kind regards and many thanks!

Hallo,

Wazamba hat sich bei mir per Email gemeldet. Das Geld habe ich jedoch noch nicht erhalten.

Liebe Grüße und vielen Dank!

Dear Wazamba Casino,

The player has provided the requested personal information via email.

Please let us know when the refund will be processed on your side.

My account is still open, I'm still receiving promotional emails, and unfortunately, I still haven't received a refund...

Mein Konto ist nach wie vor geöffnet, ich erhalte weiterhin Werbemails und ich habe leider immer noch keine Rückerstattung erhalten...

Dear Samsam213,

Thank you for your patience.

We kindly inform you that we have forwarded the payment details to our relevant team and refund will be completed as soon as possible. Moreover, we inform you that your account is permanently closed. If you still receive marketing e-mails, please kindly provide us a screenshot in the same e-mail that you sent us your bank details and we will check it out as soon as possible.

Thank you so much for your your cooperation and understanding.

Best regards,

Wazamba Team

The account is still NOT closed, I haven't received any more promotional emails, and the refund still hasn't arrived!

Das Konto ist nach wie vor NICHT geschlossen, Werbemails habe ich bis jetzt keine mehr bekommen, die Rückerstattung ist immer noch nicht eingetroffen!

Dear Samsam213,

Could you kindly provide any evidence showing that your account remains active and that you are still receiving promotional offers?

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment.

Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.