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Subject: Complaint Against Wazamba Casino – Unjust Account Closure and Withheld Winnings

Casino Name: Wazamba Casino

Date of Incident: March 21, 2025

Username at Casino: [Your Username]

Detailed Description of the Issue:

On March 20, 2025, I registered an account with Wazamba Casino and deposited between $250 and $300. The following day, March 21, 2025, I accumulated winnings exceeding $1,000 and subsequently requested a withdrawal of $800, adhering to the platform’s withdrawal limits. I received an email confirmation from Wazamba Casino indicating that my withdrawal was being processed.

However, a few hours later, I found myself unable to access the Wazamba website. Upon contacting their customer support via live chat, I was informed that my account had been permanently closed by the administration without any valid reason provided. Despite assurances that the appropriate department would contact me regarding my pending withdrawal, I have not received any further communication from Wazamba Casino.

On March 22, 2025, I sent an email to Wazamba’s customer support, stating that I would escalate the matter if I did not receive an update within 48 hours. Unfortunately, my email has been ignored, and I remain without access to my account or my rightful winnings.

Attempts to Resolve:

• Contacted Wazamba Casino’s live chat support on March 21, 2025, and was informed of the account closure without a valid reason.

• Emailed Wazamba Casino on March 22, 2025, requesting an update within 48 hours and warning of escalation. No response was received.

Desired Resolution:

• Immediate processing and release of my $800 withdrawal.

• A clear explanation for the unjust closure of my account.

• Assurance that Wazamba Casino adheres to fair and transparent gaming practices.

I have proof of the following if you require any:

• Screenshot of deposit confirmation.

• Screenshot of winnings.

• Email confirmation of withdrawal request.

• Correspondence with Wazamba Casino’s customer support.

I trust that this mediation platform can assist in resolving this dispute amicably and ensure that Wazamba Casino upholds fair treatment of its players.

Thank you for your attention to this matter

Dear K.Lee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hey Kristina,

Thank you so much for trying to help me!

Could you please advise which games you focused on - slots, live casino, sports betting, etc.? It was on the slots only.

Did you pass the verification before you lost access to the account? I provided all my information at the point of opening the account, but they never requested any identification etc.

Did you accumulate your winnings with or without an active bonus? Without an active bonus, I had deposited around $300 prior to me winning.

Thanks again for your help it is much appreciated.

Kindest

Kayleigh

Hey Kristina, did you need anything else

from me?

kindest

Kayleigh

Thank you very much for your reply, K.Lee. 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.

Hey Kristina, I have forwarded you all relevant emails to the email address provided. Thank you very much for your assistance.

kindest

Kayleigh

Dear all,

Thank you for reaching out!

Please be informed that the customer's account was closed in accordance with the article 3.9 of the Website's Terms and Conditions:

3.9  We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Nonetheless, please be informed that the customer's withdrawal of 800 AUD was successfully paid out.

We hope this helps us reach the resolution of the case.

Best regards,

Wazamba team

Hey Kristina, I can confirm that after contacting your team and sending through relevant documentation, the $800 was successfully credited to my account. Thank you for your help!

Lesson learnt never to trust an online casino again! 🤦🏻‍♀️

Thanks again Kristina

Dear K.Lee,

I understand your disappointment, but casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Since you received the remaining balance, we'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Best regards,

Kristina

Casino.Guru