Complaint #221
Wazamba Casino
Account closure delayed
6 hours ago
I am writing to make a formal complaint regarding Wazamba’s handling of my request for permanent self-exclusion due to gambling addiction and the losses I incurred after I had clearly disclosed my gambling problem.
On 29 May 2026 at 11:51, I explicitly requested to “self exclude permanently due to a gambling addiction.” Despite this, my account remained active, allowing me to continue gambling and incur further losses. The losses after that day are 2914 euros.
Once a customer discloses a gambling addiction or requests self-exclusion, licensed operators are required to take immediate action to prevent further gambling. Instead of enforcing my request immediately, Wazamba encouraged me to consider a temporary cooling-off period and asked me to reconfirm my decision while my account remained open. They also offered new bonuses even though I had already informed them about my gambling problem.
I believe Wazamba failed to meet its responsible gambling obligations. My request was clear and unambiguous, and the delay in applying my self-exclusion directly contributed to my losses. I therefore request a full refund of all deposits and losses incurred after my self-exclusion request on 29 May 2026, together with written confirmation that my account has been permanently closed. A previous case from user Annemarie C is exactly the same as mine.
On 29 May 2026 at 11:51, I explicitly requested to “self exclude permanently due to a gambling addiction.” Despite this, my account remained active, allowing me to continue gambling and incur further losses. The losses after that day are 2914 euros.
Once a customer discloses a gambling addiction or requests self-exclusion, licensed operators are required to take immediate action to prevent further gambling. Instead of enforcing my request immediately, Wazamba encouraged me to consider a temporary cooling-off period and asked me to reconfirm my decision while my account remained open. They also offered new bonuses even though I had already informed them about my gambling problem.
I believe Wazamba failed to meet its responsible gambling obligations. My request was clear and unambiguous, and the delay in applying my self-exclusion directly contributed to my losses. I therefore request a full refund of all deposits and losses incurred after my self-exclusion request on 29 May 2026, together with written confirmation that my account has been permanently closed. A previous case from user Annemarie C is exactly the same as mine.
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