Dear Casino Guru operators,

I am filing a formal complaint against the Wazamba website regarding three withdrawals of €500 each, requested on May 30, May 31 and June 1 respectively. Although all are still under verification, to date they have not been credited, despite more than 14 days having passed since the first request.

On June 9th, I submitted a request for clarification, addressed to both customer service and the VIP department, asking for a copy of the MITs or a bank statement. Only basic support responded, while the VIP channel – which had actively managed the KYC verification – remained completely silent. This selective silence is particularly serious, given the urgent nature of the request.

The KYC verification has been successfully completed, also thanks to your previous intervention in complaint no. 163131 , resolved positively thanks to the courtesy of Natalia and Michael. With this complaint, I report the re-emergence of serious critical issues related to the same account.

Even though other withdrawals had already been approved and completed before the verification and the identity was regularly confirmed, Wazamba support continues to claim that my email is not associated with the account, repeating a justification already denied in the previous complaint, thus slowing down the procedure in an unjustified way.

In confirmation of this, during several chat conversations, the operators reassured me by stating that there were no ongoing problems with withdrawals, adding that "I would soon receive great news" – a circumstance that clashes strongly with the absence of credits or concrete explanations.

I would also like to point out that:

After a significant win, which occurred before the KYC verification, my VIP status was immediately downgraded, with a reduction of the daily withdrawal limit from €800 to €500, making it more difficult to manage the funds and, in fact, impossible to respect the monthly limit (€7,000) provided for by the new VIP level, also due to delays in the first withdrawals.

I have documentary evidence that a withdrawal of €800 was made before the downgrade; already from the following day the system prevented the insertion of requests greater than €500.

I have received promotional emails inviting me to replay my balance, even though I have not played any more, limiting myself only to logging in to check the status of the account. The balance appears unchanged, which makes these requests inappropriate and potentially incorrect.

To date, I have not received any official documentation (MIT or bank confirmations) on the execution of the transfers, nor credible responses on the status of the requests.

Even if we want to believe that these are internal inefficiencies and not bad faith, the repetition of the same problems already addressed in the previous complaint highlights a systemic behavior that seriously undermines user trust.

I have waited over 14 days, in line with your guidelines, to allow the casino to resolve the issue spontaneously. With this second complaint, I am hoping for a definitive and timely resolution.

The current balance is €56,256.50 and must be managed transparently and in compliance with regulations.

In light of the above, I request:

1. Immediate crediting of three withdrawals of €500;

2. Sending official documentation relating to the execution of the transfers (MIT or bank confirmation);

3. Clarity on VIP downgrading and correct application of withdrawal limits under the current level.

I have done everything to cooperate in good faith, but the casino's behavior is generating psychological distress, frustration and a sense of impotence. It seems aimed at wearing me down in the hope that by replaying the balance the problem will be solved "upstream", without further intervention.

If any obstacles or delays arise in the future, I will be forced to turn to you again for each individual episode.

Thank you for your attention and I remain at your disposal for further details (already ready to be sent by email).

Natalia and Michael have already followed up on the previous report and have documentation that clearly proves my ownership of the account and the account.

Best regards.

Gentili operatori di Casino Guru,

presento reclamo formale nei confronti del sito Wazamba in merito a tre prelievi da 500€ ciascuno, richiesti rispettivamente il 30 maggio, 31 maggio e 1 giugno. Sebbene tutti risultino ancora in verifica, a oggi non sono stati accreditati, nonostante siano trascorsi oltre 14 giorni dalla prima richiesta.

In data 9 giugno ho inoltrato una richiesta di chiarimento, indirizzata sia al servizio clienti che al reparto VIP, chiedendo copia dei MIT o di una contabile bancaria. Ha risposto unicamente il supporto base, mentre il canale VIP – che aveva gestito attivamente la verifica KYC – è rimasto completamente silente. Questo silenzio selettivo è particolarmente grave, vista la natura urgente della richiesta.

La verifica KYC è stata completata con successo, anche grazie al vostro precedente intervento nel reclamo n. 163131, risolto positivamente grazie alla cortesia di Natalia e Michael. Con il presente reclamo, segnalo il riemergere di gravi criticità riferite al medesimo account.

Nonostante altri i prelievi fossero già stati approvati e completati prima della verifica e l’identità sia stata regolarmente confermata, il supporto Wazamba continua a sostenere che la mia email non risulta associata al conto, riproponendo una giustificazione già smentita nel precedente reclamo, rallentando così la procedura in modo ingiustificato.

A conferma di ciò, durante diverse conversazioni in chat, gli operatori mi hanno rassicurato affermando che non vi sono problemi in corso con i prelievi, aggiungendo che "presto avrei ricevuto grandi notizie" – circostanza che stride fortemente con l’assenza di accrediti o spiegazioni concrete.

Segnalo inoltre che:

Dopo una consistente vincita, avvenuta prima della verifica KYC, il mio status VIP è stato immediatamente declassato, con una riduzione del limite di prelievo giornaliero da 800€ a 500€, rendendo più difficoltosa la gestione dei fondi e, nei fatti, impossibile rispettare il limite mensile (7.000€) previsto dal nuovo livello VIP, anche a causa dei ritardi nei primi prelievi.

Dispongo di prova documentale che un prelievo da 800€ è stato effettuato prima del declassamento; già dal giorno successivo il sistema impediva l’inserimento di richieste superiori a 500€.

Ho ricevuto email promozionali che mi invitavano a rigiocare il saldo, nonostante non abbia più effettuato alcuna giocata, limitandomi solo ad accedere per controllare lo stato del conto. Il saldo risulta immutato, il che rende queste sollecitazioni inopportune e potenzialmente scorrette.

Ad oggi, non ho ricevuto alcuna documentazione ufficiale (MIT o conferme bancarie) sull’esecuzione dei bonifici, né risposte credibili sullo stato delle richieste.

Pur volendo credere che si tratti di inefficienze interne e non di malafede, la ripetizione delle identiche problematiche già affrontate nel precedente reclamo evidenzia un comportamento sistemico che mina gravemente la fiducia dell’utente.

Ho atteso oltre 14 giorni, in linea con le vostre linee guida, per consentire al casinò di risolvere la questione spontaneamente. Con questo secondo reclamo, auspico una soluzione definitiva e tempestiva.

Il saldo attuale ammonta a 56.256,50€ e dev’essere gestito con trasparenza e in conformità alle normative.

Alla luce di quanto sopra, richiedo:

1. L’accredito immediato dei tre prelievi da 500€;

2. L’invio della documentazione ufficiale relativa all’esecuzione dei bonifici (MIT o conferma bancaria);

3. Chiarezza sul declassamento VIP e applicazione corretta dei limiti di prelievo previsti dal livello attuale.

Ho fatto di tutto per collaborare in buona fede, ma il comportamento del casinò sta generando disagio psicologico, frustrazione e senso di impotenza. Appare finalizzato a logorarmi nella speranza che rigiocando il saldo il problema si risolva "a monte", senza ulteriori interventi.

Se dovessero ripresentarsi ostacoli o ritardi anche in futuro, mi vedrò costretto a ricorrere nuovamente a voi per ogni singolo episodio.

Ringrazio per l’attenzione e resto a disposizione per ulteriori dettagli (già pronti per l’invio tramite mail).

Natalia e Michael hanno già seguito la precedente segnalazione e dispongono della documentazione che attesta chiaramente la mia titolarità del conto e dell’account.

Cordiali saluti.

Dear V.mac,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I apologize for the typo: the correct balance is €56,256.50 and not €52,650 as indicated in the title. The correct data is however present in the detailed description of the complaint.

Mi scuso per l 'errore di battitura: il saldo corretto è di 56.256,50€ e non 52.650€ come indicato nel titolo. Il dato corretto è comunque presente nella descrizione dettagliata del reclamo.

Dear V.mac,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning Dominika and thank you for your message.

To date I have not received any payment from the casino. The three withdrawals of €500, requested on May 30 and 31 and June 1, are still in the verification status or have not been credited.

No concrete news has been communicated by the support, and the requested banking documentation (e.g. MIT) has not been provided either.

I remain available to provide any further evidence useful to demonstrate the situation.

Thank you for your continued support.

Best regards

Buongiorno Dominika e grazie per il messaggio.

Ad oggi non ho ancora ricevuto alcun pagamento da parte del casinò. I tre prelievi da 500€, richiesti il 30 e 31 maggio e l’1 giugno, risultano ancora in stato di verifica o comunque non sono stati accreditati.

Nessuna novità concreta è stata comunicata dal supporto, e non è stata fornita nemmeno la documentazione bancaria richiesta (es. MIT).

Resto a disposizione per fornire qualsiasi ulteriore prova utile a dimostrare la situazione.

Grazie per il vostro continuo supporto.

Cordiali saluti

Dear V.mac, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please clarify whether the casino has provided an explanation for the recent reduction in withdrawal limits?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], 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.

Good evening Dominika,

I am happy to answer your questions:

1. Previous withdrawals:

Yes, I have made successful withdrawals in the past, including one for €800, which was credited before my VIP status was downgraded, and two additional withdrawals of €500 each. I have also made withdrawals before my account was verified, without any problems.

2. Origin of winnings:

The winnings do not come from any active bonus. I played with real money bonuses and had no active promotions at the time of the winnings. I have already sent emails in the first complaint to prove this. As further proof, I point out that the previous withdrawals (for a total of €1800) were credited without objections from the casino. Since the big win I have not played anymore.

In the first complaint I have already attached the documentation that proves what was declared.

3. VIP Reduction and Withdrawal Limits:

The casino never officially explained the reduction of my VIP level or the limits imposed afterwards. I was given a vague answer in chat, referring to "internal algorithms", but without any clear or formal answer.

Thank you very much for your attention. I will now send the requested documentation to your email address.

Best regards,

Buonasera Dominika,

rispondo con piacere alle vostre domande:

1. Prelievi precedenti:

Sì, ho già effettuato prelievi con successo in passato, tra cui uno da 800€, regolarmente accreditato prima della riduzione del mio status VIP, e due ulteriori prelievi da 500€ ciascuno. Inoltre, ho effettuato prelievi anche prima della verifica del conto, senza alcun problema.

2. Origine delle vincite:

Le vincite non derivano da alcun bonus attivo. Ho giocato con bonus in soldi reali e non avevo promozioni attive al momento delle vincite. Ho già mandato mail nel primo reclamo a dimostrazione di questo,Come ulteriore prova, vi segnalo che i prelievi precedenti (per un totale di 1800€) sono stati accreditati senza obiezioni da parte del casinò. Dalla grande vincita in poi non ho più giocato.

Nel primo reclamo ho già allegato la documentazione che dimostra quanto dichiarato.

3. Riduzione VIP e limiti di prelievo:

Il casinò non ha mai fornito spiegazioni ufficiali in merito alla riduzione del mio livello VIP né ai limiti imposti successivamente. In chat mi è stato risposto in modo vago, facendo riferimento a "algoritmi interni", ma senza nessuna risposta chiara o formale.

Grazie mille per l'attenzione. Procedo ora all'invio della documentazione richiesta al vostro indirizzo email.

Cordiali saluti,

Thank you very much, V.mac, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

Hello V.mac,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully,

Michal

Hello Michal, I would like to inform you that I have received three transfers related to the requested withdrawals. However, my VIP level is still unchanged compared to before the win, I would like to understand if there was an error in the downgrading.

I hope that for the next payments (I have already arranged two withdrawals on June 16 and 17 of 500 each) there will be no further obstacles in the withdrawal process. I would like to be able to at least respect the terms set by Wazamba for the current VIP level of 7000 per month

I also thank wazamba for the crediting of the three transfers

I remain at your disposal for any further clarification and thank you in advance for your assistance.

Buongiorno Michal, Desidero informarvi che ho ricevuto tre bonifici relativi dei prelievi richiesti. Tuttavia, il mio livello VIP risulta ancora invariato rispetto a prima della vincita, vorrei capire se ci fosse stato un errore nel declassamento .

spero che per i prossimi pagamenti ( ho già predisposto due prelievi in data 16 e 17 giugno da 500 l'uno )non ci saranno ulteriori ostacoli nel processo di prelievo.vorrei riuscire almeno a rispettare i termini previsti da wazamba del livello vip attuale di 7000 al mese

Ringrazio anche wazamba per l accredito dei tre bonifici

Resto a disposizione per ogni ulteriore chiarimento e vi ringrazio anticipatamente per l'assistenza.

Dear V.mac,

Thank you for reaching out to us.

We apologize for the delay and for any inconvenience that might have caused.

We are working together with the relevant department to receive your funds in a timely manner.

Regarding your question about the withdrawal limits as per our T&C 6.11:

''All withdrawals are processed according our general and individual withdrawal limits''

Withdrawal limits vary and they depend on your account level, which is determined by your gaming activity within the last 90 calendar days.

The VIP level is also affected by the ratio of your deposits, withdrawals, as well as the bonuses that were received.

The level is automatically calculated by our system, and we are not able to influence the status of any player's account manually.

Your current status (Level 1) allows you to withdraw up to 500 euros every 24 hours up to a maximum of 3 active withdrawal requests.

If you have any further questions please let us know.

Best regards,

Wazamba Casino Team

Thank you for your reply and the information provided.

However, I would like to point out that, despite what is stated in your message, I am currently unable to enter a third withdrawal, even though I have only made two. The system displays the wording "withdrawals pending" and does not allow me to send a new request, contrary to what is provided for by my current level (Level 1), which should allow up to 3 simultaneous withdrawals of €500.

I kindly request you to verify this anomaly or provide me with a more detailed explanation about it.

I remain available to collaborate in full transparency and thank you in advance for your attention.

Best regards,

grazie per la vostra risposta e per le informazioni fornite.

Vorrei però segnalare che, nonostante quanto indicato nel vostro messaggio, attualmente non riesco a inserire un terzo prelievo, pur avendone effettuati solo due. Il sistema riporta la dicitura "prelievi in sospeso" e non consente l'invio di una nuova richiesta, contrariamente a quanto previsto dal mio attuale livello (Livello 1), che dovrebbe permettere fino a 3 prelievi contemporanei da 500€.

Vi chiedo gentilmente di verificare questa anomalia o fornirmi una spiegazione più dettagliata in merito.

Resto disponibile a collaborare in piena trasparenza e vi ringrazio in anticipo per l’attenzione.

Cordiali saluti,

Dear V.mac,

We are checking your request with the relevant department.

We will inform you as soon as we have an update.

Best regards,

Wazamba Casino Team

Dear Wazamba Casino,

We are waiting for your updates.

Dear V.mac,

We had initiated a manual withdrawal since you were unable to request it, which has been completed and the money were sent from our side.

Currently, you have one pending withdrawal, please let us know if you are able to make new requests.

Thank you in advance!

Best regards,

Wazamba Casino Team

Dear Michal,

Dear Wazamba team,

I confirm that I have received the two withdrawals requested in the last few days and I thank you for your support in resolving the problems encountered.

If technical difficulties persist in making three withdrawals at the same time, I am also fine with continuing with two withdrawals per week of €500, as long as the flow remains regular and without further interruptions.

I'm out of town at the moment, I'll wait until I get back this evening to be able to do new tests.

I will communicate as soon as I receive the currently pending withdrawal, set up directly by you.

I remain at your disposal and thank you again for your collaboration.

Gentile Michal,

gentile team di Wazamba,

confermo di aver ricevuto i due prelievi richiesti nei giorni scorsi e vi ringrazio per il supporto nel risolvere le problematiche incontrate.

Nel caso dovessero persistere delle difficoltà tecniche nell’effettuare tre prelievi contemporaneamente, mi va bene anche proseguire con due prelievi a settimana da 500€, purché il flusso rimanga regolare e senza ulteriori interruzioni.

Al momento sono fuori città, attendo al rientro stasera per poter fare nuovi prelievi

Comunicherò non appena riceverò anche il prelievo attualmente in sospeso, impostato direttamente da voi.

Resto a disposizione e vi ringrazio ancora per la collaborazione.

I can't tell you if the one I received today is the one you set or the one I requested on the 17th, but as soon as I have the chance to check I will update you promptly.

Non vi so' dire se quello ricevuto oggi è quello impostato da voi o quello che avevo richiesto io il 17 , comunque appena avrò possibilità di controllare vi aggiornerò tempestivamente

Hello V.mac,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal 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 Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru