On November 16, 2024, I made my first withdrawal request, for which I had to wait three days before they asked me for my documentation. This included my ID, a real-time photo, address, movements of my bank account to confirm that the deposits to the casino were from my account, and my account number linked to my name. Everything was verified and okay. However, after everything was approved, they cancelled my withdrawal request. I made my request again a few days ago, and today they cancelled it again. I spoke with their online service and they told me that there was a mistake with the payment provider. The method I use for my withdrawal is via a bank transfer to my personal account, an account that has already been verified. I don't know what is causing the delay or which other method I could use. I used this method to make the deposit to the casino and they told me I have to wait another three days without providing a solution. The year is almost over and they are just prolonging the withdrawal process. The online service team told me to input the data correctly. The data they ask for to make a bank transfer is my ID number and my bank account number (whether it's a current account or a savings account), which in my case it's a savings account. I don't know what the problem is, as I've entered all the information - my ID and bank account number - correctly. Therefore, I don't understand what's causing the delay.

El 16 de noviembre del 2024 hice mi primera solicitud de retiro del cual tuve que esperar tres días para que recién me pidan mis documentos, documento de identidad, foto en tiempo real, dirección ,movimiento de mi cuenta bancaria que garanticen que los depósitos al casino han sido desde mi cuenta y el número de mi cuenta que esté a mi nombre ,todo se verificó todo está okay ahora cuando todo se aprobó me cancelaron la solicitud de retiro ,volví a hacer mi solicitud que ha sido hace días atrás y hoy me la cancelan, conversé con los del servicio en línea y me dicen que ha sido un error de proveedor de pagos ahora el método que yo utilizo para mi retiro es mediante una transferencia bancaria a mi cuenta personal, la cuenta que ya ha sido verificada entonces no sé cuál es la demora ni qué otro método puedo utilizar si ese método fue que yo utilicé para hacer el depósito al casino y me tiene que tengo que esperar tres días tengo que esperar tres días y no me dan solución ya se va acabar el a?o y solamente están alargando el proceso de retiro. Los de servicio en línea me dicen que tengo que ingresar bien los datos y los datos que te piden para hacer una transferencia bancaria es mi número de documento de identidad y el número de mi cuenta bancaria (si es una cuenta corriente o es una cuenta de ahorros )en mi caso es una cuenta de ahorros entonces no sé cuál es el problema ingreso correctamente todo documento de identidad y número de cuenta bancaria entonces no sé cuál es la demora

Dear fmoncada381,

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. 

• Did the casino suggest making a new withdrawal request using bank transfer as the payment method?
• Which information is necessary when requesting a withdrawal from your point of view?
• If you saved any chat correspondence with the casino regarding the issue, please forward it to my email at [email protected]

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 sent my response to the indicated email, and now I am trying to access my site in wazamba and I cannot enter.

Le envié mi respuesta al correo indicado , y ahora estoy tratando de acceder a mi sitio en wazamba y no puedo ingresar.

My withdrawal request in Wazamba was canceled for the third time, I have been waiting for more than a month and they have not given me a solution, they tell me to make a manual withdrawal and that the Finance department will contact me to help me with that process but So far they don't do it. I have been waiting for more than a month now and why in other casinos are withdrawals approved in less than 10 minutes and a maximum of 24 hours, but here the process is increasingly longer, they ask us for documents that so far I have provided everything and everything is in accordance everything is verified I try to make my withdrawal by bank transfer and they simply cancel it I try to make another withdrawal method and it does not allow me because it has to be the same method that was used to make the deposits to the casino so the method that I use they cancel it It is a bank transfer now they tell me to make a manual withdrawal but they simply do not help me with that and please I need help as soon as possible because the experience as a customer that I am having with this casino is not very pleasant

Mi solicitud de retiro en Wazamba fue cancelada por tercera vez, llevo esperando más de un mes y no me dan solución, me dicen que haga una retiro manual y que el departamento de Finanzas se pondrá en contacto conmigo para que me ayude con ese proceso pero hasta el momento no lo hacen . Llevo esperando ya más de un mes y por qué en otros casinos los retiros son aprobados en menos de 10 minutos y máximo 24 horas pero aquí el proceso es cada vez más largo nos piden documentos que hasta el momento yo he brindado todo y todo está conforme todo está verificado intento realizar mi retiro por transferencia bancaria y simplemente la cancelan intento hacer otro método de retiro y no me permite porque tiene que ser el mismo método que se utilizó para hacer los depósitos al casino entonces el método que yo utilizo me lo cancelan que es de transferencia bancaria ahora me dicen que haga un retiro manual pero simplemente no me ayudan con eso y por favor necesito ayuda lo más pronto posible porque la experiencia como cliente que estoy teniendo con este casino no es muy agradable

I apologize for the delayed response.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, 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.

If there is no obvious problem, with the payment but the transaction is being canceled repeatedly, I would recommend you try to withdraw using a different payment method. Kindly contact casino support for any recommended payment method for your country.

Please let me know about the result.

They recommended that I use MANUAL WITHDRAWAL...a few days ago I sent my request and I am waiting for a response (whether it is approved or not).

My annoyance is that just as there are facilities for casino deposits, so should there be facilities for withdrawals. I will be informing you as soon as I have a response from the casino about my withdrawal, 2023 is ending and the money has not yet been deposited to me

Me recomendaron que utilice el RETIRO MANUAL...hace pocos días envié mi solicitud y estoy en la espera de una respuesta (si es aprobada o no ).

Mi molestia es que así como hay facilidades para los depósitos al casino,así también debería hacer para los retiros . Estaré informando en cuanto tenga una respuesta por parte del casino sobre mi retiro , se acaba el 2023 y el dinero aún no se me es depositado

Has the casino processed your withdrawal yet?

I'll await your reply.

The casino has not processed my withdrawal because they are still reviewing my manual withdrawal request, more than a week ago I sent my request and two days ago they responded to me saying that my request had been sent correctly and that the finance department was reviewing it.. I don't know how much longer I have to wait.

My other complaint is for those who provide the online service because they give wrong information, 3 times they told me that my manual request had been canceled and that I should try another method and then I received an email that my request was still under review, so there is no no type of seriousness in my case...I have been waiting for too long and the disbursement never happens.

El casino no a procesado mi retiro porque aun siguen revisando mi solicitud de retiro manual, hace más de una semana envié mi solicitud y hace dos días atrás me respondieron diciendo que mi solicitud había sido enviada correctamente y que el departamento de finanzas estaba revisandolo ... No sé cuánto tiempo más tengo que esperar .

Mi otra queja es para los que dan el servicio el línea porque dan información errónea , 3 veces me dijeron que mi solicitud manual había sido cancelada y que pruebe con otro método y después me llegó dicho correo que mi solicitud seguía en revisión, entonces no hay ningún tipo de seriedad en mi caso ...llevo esperando demasiado tiempo y el desembolso nunca se da .

Thank you very much, fmoncada381, for the update, we'll be here to assist you further. I will now transfer your complaint to my colleague Stefan ([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.  

I need help, my complaint so far has no solution ?? it only lengthens the process

Necesito ayuda , mi queja hasta el momento no tiene solución ?? solo se alarga el proceso

Hello fmoncada381,

My name is Stefan, and I will be taking care of the complaint from now on.

Did the casino manage to process your manual withdrawal?

I am looking forward to your response.

I'm still waiting for a response from the casino, it's been more than a week and a half since I sent my request and every time I ask the online service people they tell me that the finance department will send me an email to find out if it is approved or I didn't request it, but to this day they don't do it. I send them emails and they don't respond to me either and I don't know what the delay is because they sent me all my information correctly and my account documents are verified and everything is in order, so I don't know what the delay is in approving my application and making the deposit. .

Sigo esperando una respuesta por parte del casino , ya es más de una semana y media que envié mi solicitud y cada vez que pregunto a los de servicio en línea me dicen que los del departamento de finanzas me enviarán un correo para saber si se aprueba o no la solicitud, pero hasta el día de hoy no lo hacen . Les envío correos y tampoco me responden y no sé cuál es la demora porque me envíe todos mis datos correctamente y mis documentos de mi cuenta están verificados y está todo en orden , entonces no sé cuál es la demora en aprobar mi solicitud y hacerme el depósito.

The online service people tell me that I am supposedly missing information or have incorrect information, but the finance department doesn't tell me anything and I don't know what the missing information is... Truly a terrible service to the players... I have been waiting for the deposit to be made for more than two months and they only prolong the process, if it is not one thing it is another, I don't know how long I will be practically begging for the deposit to be made.

Los de servicio en línea me dicen que supuestamente me falta una información o tengo una información errónea, pero el departamento de finanzas no me comunican nada y no sé cuál esa información que falta .... De verdad un pésimo servicio a los jugadores...llevo más de dos meses esperando que me hagan el depósito y solo alargan el proceso, si no es una cosa es otra , no se hasta cuándo voy a estar prácticamente suplicando que me hagan el depósito.

Hello fmoncada381,

I am not sure if I understand the situation correctly. Are you trying to deposit the funds to the casino or withdraw your funds from the casino account?

Thank you very much in advance for providing the information.

At the time of the deposit there was no problem, I have been trying to make my withdrawal since November 16, then they started asking me for my documents to validate my identity... All my documents are in order and when I made my request for withdrawal by transfer The bank canceled it 3 times and the online service told me to make my manual withdrawal request that there would be no problems, I did it and to this day I still have no response, I send them emails and they still don't respond to me. .. The online service people tell me to wait and hope that they will contact me and they don't

Al momento del depósito no hubo ningún problema, mi retiro lo estoy tratando de hacer desde el 16 de noviembre, ahí empezaron a pedirme mis documentos para validar mi identidad... Todos mis documentos están en orden y cuando hice mi solicitud por retiro mediante transferencia bancaria me lo cancelaron 3 veces y los de servicio en línea me dijeron que haga mi solicitud de retiro manual que con eso no habría problemas, lo hice y hasta la fecha sigo sin tener respuesta, les envío correos y ni aún así no me responden ... Los de servicio en línea me dicen que espere y espere que ya se comunicaran conmigo y no lo hacen

Hello fmoncada381,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

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 state why the player's withdrawal has not yet been paid out and when she can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Yesterday I wrote to the online service people and they told me that I have incorrectly entered information and that my application is on pause, but they do not inform me what the information is that is wrong, they tell me to wait for the finance department to send me an email with a response since this type of procedure is like that and TAKES A LONG TIME. How can you say that when before sending all my data in my manual withdrawal request I have reviewed and verified that everything is correct so that when they review they do not find any errors and the withdrawal occurs as soon as possible, but nevertheless it was quite the opposite. All my documents are in order and I sent my application correctly and I don't know what the delay is, they tell me that they will give priority to my case but so far there is no interest on their part in expediting my withdrawal

Ayer les escribí a los de servicio en línea y me dicen que tengo una información mal ingresada y que mi solicitud está en pausa,pero no me informan cuál es dicha información que está mal , me dicen que espere que los del departamento de finanzas me enviarán un correo con una respuesta ya que este tipo de trámites es así y que LLEVA MUCHO TIEMPO . Cómo puede decir eso cuando antes de enviar todos mi datos en mi solicitud de retiro manual yo e revisado y revisado que todo esté correcto para que ellos al momento de revisar no encuentren ningún error y el retiro se dé lo más pronto,pero sin embargo fue todo lo contrario. Todos mis documentos están en orden e enviado mi solicitud correctamente y no sé cuál es la demora, me dicen que le darán prioridad a mi caso pero hasta el momento no hay ningún interés por parte de ellos en agilizar mi retiro

Update on my case, a moment ago I wrote to the online service and they told me that my bank account number is rejected by the payment provider and that I had to create a mobile wallet, I don't use those types of applications but well I accessed and I created an account in the ASTROPAY mobile wallet, they told me that to the casino's email I had to send screenshots of my data in said Wallet and the payment method that in my case means that they would have to make the deposit to me through of a link or a QR code, I sent them the link because the QR code changes, so now I just have to wait and then ask the online service people because the finance department never contacted me giving me that information that my bank account was being rejected.

Actualización de mi caso , hace un momento escribí a los de servicio en línea y me dijeron que mi número de cuenta bancaria es rechazada por el proveedor de pagos y que tenía que crearme una billetera móvil,yo ese tipo de aplicaciones no uso pero bueno accedí y me cree una cuenta en la billetera móvil de ASTROPAY, me dijeron que al correo del casino tenía que enviar capturas de mis datos en dicha Billetera y el método del pago que en mi caso viene a hacer que ellos me tendrían que hacer el depósito atravez de un link o un código QR ,les envié el link porque el código QR cambia , entonces ahora solo me toca esperar y luego preguntar a los de servicio en línea porque por parte de los del departamento de finanzas nunca se pusieron en contacto conmigo dándome esa información que mi cuenta bancaria estaba siendo rechazada .

Update on my case, like every day I consulted with the online service for my Manual request this time with the mobile wallet and they told me that it was rejected again, and that the reason was because I have to have a bank account, now I I don't know if they are making fun of me or what is wrong with them, because all my requests have still been canceled precisely because of my bank account and now they want a bank account to make the withdrawal.... Please I need help because I no longer know What else to do, and the worst of all is that those in the finance department are not kind enough to send me an email and inform me of what the "ERROR" is in my requests. I'm the one who always has to be asking. HELP ME PLEASE or where do I have to contact so that my case is resolved as soon as possible because it has been too long that I have been waiting to receive my money

Actualización de mi caso , como todos los días consulté con los de servicio en línea por mi solicitud Manual esta vez con la billetera móvil y me dijeron que otra vez fue rechazada , y que el motivo era porque tengo que tener una cuenta bancaria,ahora yo no sé si se están burlando de mí o que cosa pasa con ellos , porque todas mis solicitudes an sigo canceladas precisamente por mi cuenta de banco y ahora quieren una cuenta bancaria para hacer el retiro .... Por favor necesito ayuda porque ya no se que más hacer , y lo peor de todo es que por parte de los del departamento de finanzas no tienen la amabilidad de enviarme un correo e informarme de cuál es el "ERROR" en mis solicitudes. Yo soy la que siempre tiene que estar preguntando. AYUDENME POR FAVOR o donde tengo que ponerme en contacto para que mi caso sea resuelto lo más pronto porque ya es demasiado tiempo el cual llevo esperando para recibir mi dinero

Dear all,

Please be informed, that we, unfortunately, no longer have the opportunity to conduct manual withdrawals via Astropay. 

For these reasons we have requested the customer to provide us with a screenshot of their account in one of the following banking systems:

• Skrill
• Neteller
• Crypto Wallet

We are deeply sorry for the inconvenience, and assure all parties involved, that we will process the withdrawal with utmost priority, once we have all the necessary information.

Sincerely,

Wazamba Administration

I have already sent my new request with the screenshots of my account in the SKRILL banking system, please I need a response as soon as possible, I have been waiting for too long for my withdrawal to be approved and I hope that with this last Request I already have a solution

Ya envié mi nueva solicitud con los pantallazos de mi cuenta en el sistema bancario de SKRILL , por favor necesito una respuesta lo más pronto posible , llevo demasiado tiempo esperando para que se pueda aprobar mi retiro y espero que con esta última Solicitud ya tenga una solución

Dear Wazamba Casino,

Could you confirm if all the documentation was received? When will be the player able to request a withdrawal via Skrill?

I'll be awaiting your reply.

Update on my case...Today I received the money in my Skrill account, I consider my case finalized and thank you for the support

Actualización de mi caso ....Hoy recibí el dinero en mi cuenta de Skrill , doy mi caso por finalizado y gracias por el apoyo

Dear fmoncada381,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan

www.kpvfaw.com