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Lost bonus prize


3 years ago

Hi! I need help because I tried to contact Wazamba support but they are not answering for more than 5 days. What happened was that I hit a bonus round in 14 games, but none of the game winnings were credited to my balance. I tried to contact online customer service and they were unable to help. I contacted the VIP manager and the official Support by email, but I have not received a response for more than 5 days. I am very frustrated by this because I have read the terms and conditions and I have not done anything to take away my prize. I have purposely not played any games on the site since then so that they can easily look back at my game history. I met a 30x wagering requirement and then lost everything because my winnings weren't credited to my balance. I didn't collect more bonuses, I didn't accumulate my winnings. I've done this before on the site by reaching several bonus rounds and opening them one after the other. There was no such problem before. If this had happened before, I would not have done this with such a large amount. I didn't want to take out the prize, because I play for fun, but it is unacceptable that my prize is simply lost..

I collected the game identifiers, date, prize, stake of the missing prizes. For Hacksaw games, you can find all the information on the replay weblinks. These amounts have not been credited to my balance. Overall: 1.156.966.-HUF

1. https:­//r­epl­ay.h­ac­ksa­wga­min­g.c­om/­?ro­und­id=­495­482­334­9&­par­tne­r=2­42&la­ngu­age=en

2. https:­//r­epl­ay.h­ac­ksa­wga­min­g.c­om/­?ro­und­id=­495­487­949­0&­par­tne­r=2­42&la­ngu­age=en

3. https:­//r­epl­ay.h­ac­ksa­wga­min­g.c­om/­?ro­und­id=­495­478­684­5&­par­tne­r=2­42&la­ngu­age=en

4. https:­//r­epl­ay.h­ac­ksa­wga­min­g.c­om/­?ro­und­id=­495­464­992­6&­par­tne­r=2­42&la­ngu­age=en

5. https:­//r­epl­ay.h­ac­ksa­wga­min­g.c­om/­?ro­und­id=­495­510­600­9&­par­tne­r=2­42&la­ngu­age=en

6. Cleocatra: (by: Pragmatic play)

Game ID: 14117538208811

Date: 2023. 04. 14. 23:16:16

Balance after bonus round: 103,50 Ft

Stake: 620,00 Ft

Prize amount: 24 862,00 Ft

7.Gates of Hades (by: Pragmatic play)

Game ID:14117493103011

Date:2023. 04. 14. 23:12:19

Balance after bonus round103,50 Ft

Stake: 675,00 Ft

Prize amount: 523 962,00 Ft

8.Chilli Heat (by: Pragmatic play)

Game ID: 14117958409011

Date: 2023. 04. 14. 23:51:48

Balance after round: 103,50 Ft

Stake: 675,00 Ft

Prize amount: 9 450,00 Ft


9.Madame Destiny (by: Pragmatic play)

Game ID: 14117874989411

Date: 2023. 04. 14. 23:44:40

Balance after round: 103,50 Ft

Stake: 620,00 Ft

Prize amount: 87 172,00 Ft


10.Floating Dragon Hold & Spin (by: Pragmatic play)

Game ID: 14118313711011

Date: 2023. 04. 15. 0:22:22

Balance after round: 103,50 Ft

Stake: 1 000,00 Ft

Prize amount: 31 000,00 Ft


11. The Dog House (by: Pragmatic play)

Game ID: 14117514695611

Date: 2023. 04. 14. 23:14:14

Balance after round: 103,50 Ft

Stake: 600,00 Ft

Prize amount: 6 840,00 Ft

12.The Wild Machine (by: Pragmatic play)

Game ID: 14118029320211

Date: 2023. 04. 14. 23:57:48

Balance after round: 103,50 Ft

Stake: 880,00 Ft

Prize amount: 50 336,00 Ft


13. Pixie Wings (by: Pragmatic play)

Game ID: 14117568795011

Date: 2023. 04. 14. 23:18:53

Balance after round: 103,50 Ft

Stake: 750,00 Ft

Prize amount: 21 540,00 Ft


14. Pirate Gold (by: Pragmatic play)

Game ID: 14117941165211

Date: 2023. 04. 14. 23:50:20

Balance after round: 103,50 Ft

Stake: 600,00 Ft

Prize amount: 33 600,00 Ft


That's why I want you to help me. To receive my winnings that were not added to my balance. Total: HUF 1,156,966


Thank you in advance for your help!


< name removed >

Disputed Casino Wazamba Casino

Discussion

User name

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Wazamba Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

User name
Dear Customer,

Thank you for reaching out.

We would like to kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:

7.19 It is strictly prohibited to engage in any promotion abuse. This includes, but is not limited to:
<...>
- playing games with an active bonus to build up value, converting the bonus and then cashing out the accumulated value afterwards – for example by starting and delaying a game round, bonus feature, and completing this after meeting bonus wagering requirements, losing a bonus or with a subsequent deposit;
<...>

Therefore, since you engaged in round delaying activity and admitted to it on the forum page, the funds associated with the rounds were confiscated.

Best regards,
Wazamba.com
User name loyalty-level-2
This is most disrispectful behavior i ever seen in any casinos my life...
User name loyalty-level-2
They say it is on the rules, you cant do bonushunt but this thing on the rules not exactly the same thing. Before this win i do a lot of bonushunt without any problems. If i win a lot they have problems... they just want my money...

Wazamba Casino Complaint Stats

Resolved 55 / 61
Avg. Amount $2,195
Avg. Complaint Duration 7 days
Avg. Response Time 2 days

Wazamba Casino Complaints

See all complaints for this casino
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.

Status solved Resolved
€600