They cancel my withdrawal after 2 working days for no reason and they control the games

Dear Kushner0904,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela

i recently signup at Wazamba casino as I saw they have Payid deposit facilities,but before making any deposit I chat with staff and they told me normally I don’t have to be verified unless the the finance dept ask me to do so. So I made few deposits using Payid and then I won, when I went to withdraw the winnings I found there is no Payid option to withdraw , I then chat again with them and asking how is that fair you can deposit with Payid but cannot withdraw and then they told to choose another for withdrawal since there is no Payid option for withdrawing. I then choose to withdraw my winnings to my bank card , now when doing so they told me I cannot withdraw on that card as I have to make a deposit through that card and wager that deposit first then I will be able withdraw on the card, so I made another deposit of $20 and wager it then I made the withdrawal. Then after 2 days apparently the withdrawal been cancelled and when asked why the staff said they don’t know.

if you need anymore clarification please let me know.

thanks

Thank you, Kushner0904, for the clarification. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise when was the withdrawal via bank transfer requested?

It was requested on the 22/12/2022

Hello Kushner0904,

Have there been any developments since our last conversation, please? 

Nop… am playing there again and I just another withdrawal $700 and am waiting for the process now

Please keep me informed about any further developments, Kushner0904. Looking forward to hearing from you.

Hello Petronela ,

they paid me the $700 but not $300 which they cancelled for no reasons and they couldn’t give any explanation, I’ve attached a screenshot of the history of the withdrawals

Thank you very much, Kushner0904, for providing all the necessary information. I will now transfer your complaint to my colleague Veronika ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Kushner0904,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative from Wazamba Casino to join the conversation and participate in the investigation of the case. Could you please provide more information about the reasons for the player’s withdrawal request being cancelled?

Dear Customer,

Thank you for contacting us.

We would like to inform you that the previous withdrawal of 300 AUD got declined because of the error from the payment provider’s side. We kindly ask you to contact your bank to get a detailed explanation.

However, the amount of 300 AUD got re-credited to your gaming balance and used.

In addition, the new withdrawal of 700 AUD was successfully paid.

Thank you for your co-operation and understanding!

Sincerely,

Wazamba

Dear Kushner0904,

As you already sent us the screenshot proving that the second withdrawal of AUD 700 was successfully paid, could you be so kind and confirm that the amount of AUD 300 got re-credited to your balance and you used it?

If that is the case, I could mark the complaint as resolved in our system. Please let me know if there is anything else I can help you with.

Dear Kushner0904,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.