Complaint #221 Wazamba Casino

Account closure delayed

By Santaclaus9

3 months 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.

Disputed Casino Wazamba Casino

Reason Self-exclusion

Amount €2914

Discussion

AskGamblers

• Support Team

1 week ago

Dear @Santaclaus9,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Wazamba Casino

• Representative

1 week ago

Dear player,

We kindly inform you that we have provided to you the Data Report via e-mail.

Thank you for your patience.

Best regards,
Wazamba Team

Santaclaus9

2 weeks ago

Okay, thanks

Wazamba Casino

• Representative

2 weeks ago

Dear all,

We kindly inform you that we are checking the matter with our relevant team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,
Wazamba Team

Wazamba Casino Complaint Stats

Resolved 64 / 70

Avg. Amount $6,326

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Wazamba Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 43 out of 48 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Wazamba Casino Complaints

See all complaints for this casino

Failure to enforce permanent self exclusion

Complaint amount: Approximately €1,300

I would like to submit a formal complaint against Wazamba Casino regarding its handling of my permanent account closure due to gambling addiction.

On 21 February 2025, I contacted Wazamba’s customer support and explicitly requested that my account be permanently closed because I was struggling with gambling addiction.

My exact message was:

“I want to delete my account forever due to gambling addiction.”

This was not a request for a temporary suspension or a short break from gambling. I clearly stated that I wanted my account closed permanently because I had a gambling addiction and needed to protect myself from further gambling.

I have screenshots of the entire conversation, including the agreement with customer support and Wazamba’s written confirmation that my account had been closed at my request, without the possibility of reopening it.

However, despite this explicit agreement and confirmation, I was subsequently able to access my account again and continue gambling.

To the best of my recollection, I never requested that my account be reopened or that the permanent closure restrictions be lifted.

Unfortunately, this resulted in another serious gambling episode during which I deposited and lost approximately €1,300.

My gambling behaviour during this period showed clear signs of compulsive gambling, including numerous small deposits, repeated deposits despite losses, and continuous gambling throughout the entire night.

I find it extremely concerning that a casino that had already been explicitly informed about my gambling addiction, and had agreed to permanently close my account, subsequently allowed me to gamble again.

I believe Wazamba should be held accountable for explaining how my account became accessible again and whether its responsible gambling procedures were properly followed.

My requested resolution is a refund of approximately €1,300 in deposits made after my original permanent self-exclusion request.

I am able to provide the following evidence:

* Screenshots of my original request for permanent account closure due to gambling addiction.

* Written confirmation from Wazamba that my account had been permanently closed.

* The original support conversation showing that this was agreed upon.

* Payment records documenting the subsequent deposits.

* Additional correspondence with Wazamba regarding the permanent closure of my account.

I have already taken steps to exclude myself from other online gambling platforms, and I do not wish to gamble again. I am not requesting account reopening, bonuses, or any other gambling-related benefits.

I simply want a fair resolution and the return of the money deposited under these circumstances.

I sincerely hope this complaint can be investigated independently and that Wazamba will take responsibility for what happened.

Thank you for reviewing my case.

92h left

€1,300

Withdrawals restricted on account

Hello AskGamblers, on 20/10 I attempted to withdraw funds on my gaming account and I came across an error "Your account is restricted", I decided to contact live chat to know more details and they stalled me for like 30 minutes before telling me to wait a few hours for an email response. Such a response never arrived. I tested deposits, and they work fine; it's just withdrawals that are restricted on my account. I want to know why Wazamba made this decision on my account and what I did wrong to prevent me from withdrawing money, but there is no casino investigation, no answer from the casino, and nothing from the casino, which is why I resorted to filing this complaint. Here is the further evidence. As you can see, I asked about any investigation and the support gave me an automated answer saying, "Your withdrawal is on its way," When I don't even have a withdrawal pending.

I sincerely hope you can reconsider opening my complaint. Thank you for reading and best wishes/regards to all the Askgamblers complaint team.

95h left

1,529

Deposited funds still not credited to account after 1 year and 2 months continuous follow up

Hi, I completed a crypto deposit for approx. $286,900 USD in xrp tokens, which was successfully paid to the nominated address provided by the casino. On completion of the transaction the funds were not credited to my player account, despite being told that access to the funds would be instant. I have followed up many times with the Casino, and go through the same process where I supply a lot of data to validate my position, and then I get told to wait. After 1 year and 2 month days of this the process from my perspective is unfair, and it's clear they don't seem to value people, or time. I have emailed VIP support as well, and no response has been received from this channel either. All documentation and information has been supplied to them in a professional manner. I want my funds back asap. I am very unhappy with the way I have been treated, and if this is the way they do things more people should be aware of it, or at the very least that they don't appear to resource customer service highly. The blockchain record can be viewed here: https://xrpscan.com/tx/7FB4B5440338CA98475BA6CDD12761D33F744BBDDAA43F31661A4B1952AECAFC

I will also send confirmation through on the address details so you can see they match.

ticket- 32600833

Unresolved

$286,900

I am being cheated out of more than 6000 euros

Hello everyone. I was lucky to win a very large prize, which amounted to more than 12 thousand euros in the Starlight Princess game. I was paid half, after which my account was sent for verification and then for verification. I sent the documents 2 or 3 times, and each time, without explanation, I was asked to resend the documents that I provided each time. Today I receive a notification that my account has been blocked. On what basis is this happening? I honestly won 12,000 euros at the casino, and now you just decide not to give me the money. I demand an explanation, account unblocking and full payment of the remaining funds in the account in the amount of ~ 6,700 euros. I didn't break any rules, I just played at the casino from the Pragmatic play provider. Dear Wazamba Casino, what you are doing is called fraud.

Resolved

Verification going on for a month

Hi,

I've been verifying my account for probably longer than a month.

Finally, I was asked to send a selfie, which I did and sent over a week ago; however, I've still not received any answer, and in an email they tell me to keep waiting.

One and a half weeks to verify a single selfie after a month of waiting seems too much to me, so I feel obliged to make a complaint

Resolved

Problem with the withdrawal

Hi! I deposited money on the site without taking any bonus, played, placed sports bets, and won. I ran into an issue where I could only withdraw the funds in three installments due to limits; two arrived with a three-day delay, but nothing has happened with the third one for ten days now... Customer service won't answer my questions—they just send canned responses, and there's no way to contact anyone else! Verification is done, and all my documents are valid!

Resolved

Ft200,000

Retroactive Modification of a Completed Tournament

Hello,

I would like to file a complaint against Wazamba Casino.

I participated in a tournament that ran from May 25 to May 31, 2026. I finished in 4th place, and the advertised prize for this position was €700.
Throughout the tournament, I spent my own money and time competing to achieve the best possible result. At no point during the tournament was I informed that the event might be considered invalid due to an insufficient number of participants.
Only after the tournament had ended, and after several emails to customer support, I was informed that the prize would not be paid because the tournament allegedly had fewer than 50 participants.
I believe this is unfair. If the tournament did not meet the minimum participation requirement, players should have been informed before or during the tournament, not after it had ended and after they had spent money competing.
I have contacted Wazamba support several times, but they have refused to review my case or provide any compensation.
I kindly ask AskGamblers to review this complaint and help resolve this dispute.
Thank you.
Best regards,
Sándor Surányi

Resolved

€350

Account Closed Remaining Balance Unresolved

My account was closed by the casino as an administrative decision (according to support chat). Before the closure, one of my withdrawal requests was successfully processed. However, there was still approximately €1000 remaining in my account balance.

After the account was closed, I lost access to the account and therefore I am unable to verify the balance or access my account history.

Since then, I have repeatedly contacted the casino requesting clarification regarding the status of my remaining funds. The casino has only provided generic responses stating that my case was forwarded to the relevant department and is under review.

Despite waiting for several weeks, I have not received any clear answer.

Thank you for your help.

Resolved

€1,000

Complaint not answered

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 subsequent losses incurred after I had clearly disclosed my gambling problem.
On 6 May 2026 at 08:56 EEST, I explicitly informed Wazamba that I wished to “self exclude on a permanent basis due to a gambling addiction.” Despite this clear disclosure, my account remained active and I was able to continue gambling, resulting in losses after my request had been made.
Under Irish gambling legislation and responsible gambling obligations applicable to licensed operators, once a player discloses a gambling addiction or requests self-exclusion, operators are required to take immediate protective action. These obligations include:
Facilitating immediate self-exclusion.
Closing or restricting the account where requested.
Preventing further gambling activity.
Ceasing marketing and inducements.
Acting where there are reasonable grounds to believe a customer is experiencing gambling-related harm.
Instead of immediately enforcing the exclusion request, I was encouraged to consider temporary cooling-off periods and was asked to reconfirm my decision, while my account remained operational. During this period, I continued to gamble and suffer significant financial losses.
I do not believe Wazamba fulfilled its duty of care or its responsible gambling obligations in my case. My original request was clear, unambiguous, and specifically referenced gambling addiction. The failure to act immediately directly contributed to further losses.
As a result, I formally request:
A full refund of all deposits and losses incurred after my initial self-exclusion request on 6 May 2026.
Written confirmation that my account has been permanently closed and excluded.
Confirmation that my personal details have been removed from all marketing communications.
A copy of Wazamba’s responsible gambling escalation procedures and complaint handling policy.
Wazamba have not answered my complaint sent on the 14th of May 2026.

Resolved

€2,700

Pending Withdrawal and delayed transaction

Dear ASKGAMBLERS Team,

I am writing to complain about my pending withdrawal request, which I have been waiting for for 6 days.

According to the usual processing times, withdrawals are typically completed within a shorter period, but my payment has not yet been received. I don't think it's worth waiting any longer, if they wanted to send it, they would have sent it long ago.

Here are my details for reference:

< personal information removed >

Withdrawal amount: 40000HUF = 112,98 EUR

Transaction date: 23/05/2026

Transaction id: 1e624341-5a77-4738-a796-42d725ba543f

I would appreciate a clear update on when I can expect the funds to be processed.

Thank you in advance.

Kind regards,

Unresolved

Ft40,000