Ag Awards

Wazamba Casino - Confiscation of winnings with no further supporting evidence nor information

Complaint Info
Disputed casino Wazamba Casino
Reason Declined payment
Amount руб. 14000
Inactive user
Posted on March 30, 2020

I registered at wazamba casino sometime in the fall of 2019. I made deposits and played Many times. On March 16, I once again topped up my account and began to spin, as a result, I won the amount of 14,000 rubles, which I put on the withdrawal (I had never withdrawn it before). I didn't find the verification section in my profile, so I immediately wrote to the chat and offered to send them the necessary documents, to which I was told that I didn't need anything, expect your request to be processed within 3 days. I was of course very surprised that the output to kiwi takes so long, but the rules are rules, I began to wait. On the 19th, I received a message from fin in my email. the Department where I was asked to send them a number of documents to process my output. Immediately downloaded everything that was required. To which I received an answer that the documents were received, wait for another 3 days, the weekend does not count(and it was Friday) . I'll be notified. After 5 days, without waiting for a response, I wrote to tech support, asked why it took so long, 8 days passed from the moment of filing for withdrawal, and was told to wait for an email. About 2 hours later, a letter came to the mail, I quote: -
"Dear Olga Ovchinnikova,

The Finance Department notifies You that this account has not been verified.

By the decision of the Casino Administration, Your account was closed.
Your last Deposit will be returned to Your QIWI wallet. " a Withdrawal of 14,000 rubles will be canceled.
I'm in shock! I'm sure I didn't break anything! I had never even heard of this place before and could not be registered there again! I wrote to tech support, asked them to explain to me in more detail why I was blocked, there the operator contacted fin. the Department explained that I was accused of fraud. He has no further information. I started writing to the Finance Department again, and they replied:
"Your account was not verified due to fraudulent activity (namely, the use of names and personal data of other people) on our partner projects."

Again, I don't understand. Was requested to allow me for them any easy way to verify your identity, such as spasatsya on Skype or video call whats app and can now send their photos with the making new. To which I received an answer:

"Dear Olga!

We would like to remind you once again that Your account was not verified due to fraudulent activity

The decision of the Casino Administration is final and cannot be appealed."

The operator in the chat was very kind, said to negotiate with on the video link, specify his name, he can act as an intermediary between us. But it was useless, and no one would listen to me.
Then there in the chat, the operator tried to find out from fin.I asked once again the specific reason for my blocking, and they said that my email when and where, it is not clear at all in which institution other user data was specified. This is the first time I've ever encountered this, I don't understand anything at all! I ask what institution and when it was, they say the rest of the information is secret. What's the secret, what's there to hide? My winnings were annulled, I lost my winnings honestly, and this is not from bonus money, but from my own, all deposits made earlier, it turns out also to be empty, I would not have won anything, and I can not even voice what exactly I am accused of.
If you are making this kind of accusation against me, please prove it. Or return my winnings! It's not nice how to accept money, so "welcome," and if you win, look for all sorts of reasons not to pay them!!!
I turn to AskGamblers in search of justice in the current situation. If you need a letter from the fin.of course, I will send it in the process.
Thank you in advance.

Posted on April 3, 2020

Dear Olga,

Please excuse us for the delaied reply.

Your account was closed due to suspicions of fraudulent activity in accordance with point 7.10 in our General Terms&Conditions which states the following:

In case we, in our sole discretion, believe that a customer is involved in any fraudulent activities, we reserve the right to close the customer's account at Wazamba and all other partner casinos on our platform. Furthermore, we reserve the right to void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account.

The reason behind this decision is the fact that after you sent us the requested documents for your account verification, we noticed that you have numerous accounts on our partner casinos registered from two emails. Some of the accounts bear the same personal details as your Wazamba account, which happen to be the correct details after this was confirmed by the documents you provided us with, while others are registered under different names, address or/ and phone number and happen to be linked to a chain of accounts on our sister brands that bear completely different personal details than your own.

Based on the fact that you have created accounts at our websites where you stated false information about yourself which leads to other acccount that exist and have more than one or two part of the personal details that coincide, we consider this to be a fraud attempt.

We hope this clarifies the case.

If you have any further questions do not hesitate to contact us via Live Chat or via email [email protected]

Best wishes,

Posted on April 3, 2020

Dear Wazamba Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­ directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Posted on April 6, 2020

Dear all,

Following a careful review of valid information and proof presented by Wazamba Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

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