Complaint #127 Wazamba Casino

Delayed Payment and Unresponsive Customer Service

By JAMSIEOD

3 years ago

Hi,

I had been playing at Wazamba Casino for some time with no problems whatsoever and with a very cordial and timely customer service.

That is, until I started to make withdrawals. Quite quickly the processing of these withdrawals abruptly stopped. I was told that the D.O.B on my passport does not match the D.O.B declared on my application. I was asked to explain why this was so.

I responded to this by asking how they could compare the D.0.B on my passport as I have no record of ever having submitted it. I asked if they could tell me on what date they received it. This is the point at which they fell silent and have not responded to any of my last 7 emails.

Please note for your records that I have supplied all requested documents and clarifications, including a pdf of my bank statement and clarification on my D.O.B. Wazamba is not responding to these emails or any of my emails regarding the outstanding withdrawals, three in number, cumulatively standing at 6000 euro, the first of which dates back to 10/10/2022. I have a further 22,700 euro on this account that I also cannot withdraw

For transparency in relation to myself, Wazamba and AskGamblers please note that I emailed on the following dates and received absolutely no correspondence in return.

01/11/2022 14:43 GMT

02/11/2022 12:49 GMT

03/11/2022 11:00 GMT

03/11/2022 15:21 GMT

04/11/2022 11:05 GMT

08/11/2022 02:38 GMT

09/11/2022 15:59 GMT

Please also note that these emails were sent to both the Finance Department and the KYC Department.

Wazamba states that they aim to respond within 45 minutes on average. However it is now 10,240 minutes and they have not responded.

I request that Wazamba processes these outstanding withdrawals ASAP.

Regards

Disputed Casino Wazamba Casino

Reason Delayed payment

Amount €28700

Discussion

AskGamblers

• Support Team

3 years ago

Dear Wazamba Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

JAMSIEOD

3 years ago

I really require that Ask Gamblers escalates this at this point. I can't wait any longer for access to my funds. Wazamba has gone completely silent.

Please be advised that I continually receive a message on Wazambas withdrawals page stating that X1 deposit rollover is required. I have of course played through this and all other deposits.

I played through it again this weekend just to be absolutely certain and I will include evidence of that here and evidence of my last deposit.

As I say, I need Ask Gamblers to become pro active on this matter as it was on the strength of Ask Gamblers recommendation that I joined Wazamba. I would appreciate it if Ask Gamblers can assist me in my formal complaint to Wazambas Licensing Authority.

Please find attached, evidence of my play through of my most recent deposit of 1000 euro made on 20/10/2022. I placed three bets this weekend totalling 1150. These bets were placed on odds of at least 4.0 in all cases.

Regards
Alan

JAMSIEOD

3 years ago

It has now been over 3 months since I raised my initial complaint and Wazamba has still not returned my money. My account has been fully verified twice now and I have received confirmation of same. I have supplied Ask Gamblers with documentary evidence of same. I have played through each and every deposit at the correct odds. I in fact bet through my last deposit of 1000 euro again just recently in order to be completely sure.

But Wazamba are now again ignoring my emails in which I ask for an explanation in regard. 24,100 euro of my money is sitting there, in an account that has been fully verified and with all deposits played through.

I have records of everything, including my complaints here that have also gone unresponded to by Wazamba. I'm not sure how an operation like this is allowed to hold a license. Maybe Ask Gamblers can advise on Curacaos tolerance towards rogue betting sites such as this.

Regards
Alan

AskGamblers

• Support Team

3 years ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Wazamba Casino Complaint Stats

Resolved 56 / 61

Avg. Amount $2,414

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Wazamba Casino Complaints

See all complaints for this casino

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.

82h left

€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

Casino will not pay

I put in a withdrawal request on May 3rd. Today is May 13 and no payout all I keep getting told is there are delays and thank you for your patience. I have all chats and emails to support my claim. Their terms of service state 3 days. I have contacted them on numerous occasions and keep getting the run around answer. Everything is an excuse as to why they can’t process the withdrawal. They have even given me excuses that the payment provider was down which it wasn’t because I contacted them. All I want is my funds sent and stop making excuses. After doing a lot of research online it sounds like this happens often there.

Resolved

$750

Ignoring and attempts to delay the payment

Hi.

On 03/29/2026, I sent a withdrawal request in the amount of 500 euros, which was successfully credited to my wallet. After that, there were still around 600 euros left on my account, which I also wanted to withdraw, but I couldn't do it right away, because the site has a withdrawal limit of 1 every 24 hours and no more than 500 euros at a time.

Logged in the next day after the call to receive 1 request for withdrawal of 500 euros, and you will receive a notification that the "Account is frozen". Wazamba blocked 600 euros, which stopped at the account after the withdrawal of the first 500 euros.

I contacted the support service, where they told me that they would contact me by email. I haven't received any messages for several days. I found information on the 2nd page about what I did and what the name of the house was. I found out that this is possible due to the fact that Wazamba is called "Requesting payment details for manual withdrawal".

I immediately sent a reply to the message, providing all the necessary details for withdrawing funds to my bank account. Today is 05/06/2026. The funds have not been credited to my account.

I tried to find out how long it takes to pay into the account upon registration, but they did not answer me. I also did not receive a reply to my email stating that I had been contacted at work. I get standard unsubscriptions in the support chat, and it all looks like an attempt to delay time so that I forget and leave them the money I won...

To be honest, I'm shocked that I was lucky enough to win 1,100 euros, 500 of which you sent to my wallet, and the last 600 you decided to simply block the account.

Help me solve this problem so that the remaining 600 euros can be sent to the banking details that I sent to Wazamba in their message in my mailbox.

Thank you.

Resolved

€600

Casino not processing withdrawal

Hello,

I would like to report my current situation regarding a casino withdrawal. I have a total of €1,756 in my account, but so far I was only allowed to withdraw €1,500, as that is apparently their maximum limit per transaction. I requested the withdrawal on Sunday at around 10 AM, and I still haven’t received the money.

For now, I am still waiting, but I want to have this publicly documented in case there are any delays or issues. I also have screenshots as proof of my balance and withdrawal request. Additionally, I did not use any bonus funds, so there are no wagering requirements involved.

I hope the withdrawal will be processed properly and without complications, as expected.

If anyone has had similar experiences or knows how long withdrawals usually take, I would appreciate your input.

Thank you

Rejected

€1,756

Major payment delay

I won 13500$ and im only able to withdraw 750 at a time. The issue is that my withdrawals are taking a very long time, I requested a withdrawal on the 25th of March and its now April 6th. Since I have a lot to withdraw its going to take me ages to withdraw my full win. I already emailed support about this issue but the withdrawal is still pending as of today. I would like help to solve this delay and get my win in a timely manner. Thank you.

Resolved

$13,500

Withdrawal still pending review

I made a withdrawal request 5 days ago , the terms and conditions state 1 to 3 days for processing and my withdrawal is still under review , I have reached out to support agents numerous times all just saying there is a delay, support team was very unhelpful refused to state what was causing the delay or how long it would be before the withdrawal would be processed and ended the chat stating to email support what good is it chatting with support and being told them to email to ask the same question , bank transfers are now instant payments it should not take this long to process a withdrawal in this day and age and they are way past the time they state in their own terms and conditions

Resolved

€200

Delayer payout of 150 Euro

Dear AskGamblers,

I want to file a complaint for Wazamba Casino. I made a withdrawal request on 23 of March, now it's the 7th day and I still have no information about the payment it says only they are processing it.

The company says it takes 1-3 days for the payment to be paid but this is delayed for no reason. The support keeps saying automatic message that they have a lot of requests and they are working on it. I really like the casino but this has made me very worried since is the first time I have played there and never experienced a delay like this before.

I have seen also some undisclosed complaints here about the company and it's making me more worried thinking I will probably never get my winnings.

I kindly ask for your help so we can find a solution or a response from the casino because this is making me very anxious.

Thank you

Resolved

€150

Unjustified 46 day delay of a 29750 HUF refund

I am filing this formal complaint against Wazamba Casino due to an extreme and unjustified delay in processing a refund of 29,750 HUF.

Timeline of events:

February 7th, 2026: I provided my correct bank details (IBAN) via email after a previous technical error.

February 25th: I contacted Live Support, where an agent named 'Tamás' promised high-priority handling and a resolution within 48 hours.

March 25th: It has been 46 days since I provided the correct details, and 1 month since the explicit promise of a quick resolution.

I have received no updates, and my emails are being ignored. My bank (OTP Bank) has confirmed that no funds were ever received or held by them. I demand the immediate processing of my refund and a SWIFT/payment confirmation document.

Update: As of today, March 25th, my account has been locked by the casino with a false claim of too many failed login attempts. This is clearly an attempt to prevent me from accessing my account while my refund is still pending.