Froze my account and did not payout

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.

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.

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

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