Complaint #233 Wazamba Casino

Failure to enforce permanent self exclusion

By Jozef F.

2 days ago

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.

Disputed Casino Wazamba Casino

Reason Self-exclusion

Amount €1300

Discussion

92 hours left for Wazamba Casino to respond.

AskGamblers

• Support Team

3 hours ago

Dear Wazamba Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind 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.

Wazamba Casino

• Representative

5 hours ago

Dear AskGamblers Team, 

Thank you for contacting us. 

Could you please provide the email address associated with the player's account so we can locate their profile and investigate this matter further? 
Thank you in advance for your assistance. 

Kind regards,
Wazamba Casino 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.

Complaint Status

92h left

€1,300

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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.
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A copy of Wazamba’s responsible gambling escalation procedures and complaint handling policy.
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< personal information removed >

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