Complaint #152 Wazamba Casino

Pending deposit claim wazamba

By Felipe M.

3 years ago

Good afternoon. I am Felipe Mellizo Villanueva, a Spanish citizen who, since more than two months ago, has filed a complaint against the online casino based in Curaçao "Wazamba" in relation to a series of deposits claimed to this casino. The reason for this complaint has to do with the fact that "Wazamba" does not have a license to operate in my country, Spain. Even so, they allow to select "Spain" as country of residence, they validate telephones with the prefix +34 of Spain and they verify Spanish identity documents.

Before "Askgamblers" or "Wazamba" mention anything about this complaint, I would like to remind that "Rabidi N.V.", the company to which "Wazamba" belongs, belongs to (SMES) Solutions for Management and Employment Support N.V., which in turn owns "Altacore N.V." (owner of Oxi Casino and Dozen Spins casinos) and "GBL Solutions N.V.". (owner of Rolling Slots casino). I am sending you an outline in which all this is much better understood.

All these casinos I have mentioned, "Oxi Casino", "Dozen Spins" and "Rolling Slots", agreed to refund me the deposits made in their platforms (I attach emails confirming this) for the reasons I have mentioned in this message. Wazamba and these online casinos belong to the same company: SMES. That is why I have requested the return of the deposits (minus the withdrawals, of course).

Well, this claim has been pending for more than two months now. On some occasions I have contacted the online customer service of "Wazamba", which has not been able to give me details of the claim and only told me to wait for the resolution of the relevant department (I attach a screenshot of one of the chats).

Two months is more than enough time to resolve the matter. A matter that, in my opinion, is quite clear. "Wazamba", owned by SMES as well as "Oxi Casino", "Dozen Spins" and "Rolling Slots", has to return the deposits made on their platform to me as they have violated the following regulations:

According to "Antillephone N.V.":

- It is the responsibility of the licensee to be familiar with the local laws and requirements for the territories which they intend to offer their services. Before reporting such non-compliance, please make sure the license holder is not operating under multiple licenses, allowing the legal operation in the above regions.

It also violates what Law 13/2011 on the regulation of gambling in its title II, article 9 point 4 determines: "The enabling titles granted by other States will not be valid in Spain. Operators recognized by other Member States of the European Economic Area must comply with the requirements and with the processing established by current legislation.

I hope you can help me in this matter. It is not so much about the claim, but about the time that "Wazamba" is taking to reply. I feel that, in this case, Wazamba should just do what all the other online casinos, owned by the same parent company, have already done. Thank you very much for your time.

Disputed Casino Wazamba Casino

Reason Other

Amount €1600

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Felmelvil

• Spain • 1 reviews

2 years ago

Good afternoon. I am Felipe Mellizo Villanueva. Two days ago I requested the reopening of my complaint against Wazamba online casino. Today, on 13 December 2023, I am requesting the closure of this application and my claim against Wazamba has been resolved.

Thank you for your time and attention.

AskGamblers

• Support Team

2 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.

Felmelvil

• Spain • 1 reviews

2 years ago

Good morning Askgamblers and thank you for your reply. Unfortunately, it seems that "Wazamba" has once again chosen silence as his response. I would like you, as you mentioned above, to give me the necessary guidelines to continue my complaint in other ways, bearing in mind that contacting "Antillephone NV" is always useless.

Thank you very much for your time and attention.

Wazamba Casino Complaint Stats

Resolved 63 / 69

Avg. Amount $6,370

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.

Wazamba Casino Complaints

See all complaints for this casino

Deposited funds still not credited to account after 1 year and 2 months continuous follow up

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

Unresolved

$286,900

I am being cheated out of more than 6000 euros

Hello everyone. I was lucky to win a very large prize, which amounted to more than 12 thousand euros in the Starlight Princess game. I was paid half, after which my account was sent for verification and then for verification. I sent the documents 2 or 3 times, and each time, without explanation, I was asked to resend the documents that I provided each time. Today I receive a notification that my account has been blocked. On what basis is this happening? I honestly won 12,000 euros at the casino, and now you just decide not to give me the money. I demand an explanation, account unblocking and full payment of the remaining funds in the account in the amount of ~ 6,700 euros. I didn't break any rules, I just played at the casino from the Pragmatic play provider. Dear Wazamba Casino, what you are doing is called fraud.

Resolved

Verification going on for a month

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

Resolved

Problem with the withdrawal

Hi! I deposited money on the site without taking any bonus, played, placed sports bets, and won. I ran into an issue where I could only withdraw the funds in three installments due to limits; two arrived with a three-day delay, but nothing has happened with the third one for ten days now... Customer service won't answer my questions—they just send canned responses, and there's no way to contact anyone else! Verification is done, and all my documents are valid!

Resolved

Ft200,000

Account closure delayed

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 losses I incurred after I had clearly disclosed my gambling problem.

On 29 May 2026 at 11:51, I explicitly requested to “self exclude permanently due to a gambling addiction.” Despite this, my account remained active, allowing me to continue gambling and incur further losses. The losses after that day are 2914 euros.

Once a customer discloses a gambling addiction or requests self-exclusion, licensed operators are required to take immediate action to prevent further gambling. Instead of enforcing my request immediately, Wazamba encouraged me to consider a temporary cooling-off period and asked me to reconfirm my decision while my account remained open. They also offered new bonuses even though I had already informed them about my gambling problem.

I believe Wazamba failed to meet its responsible gambling obligations. My request was clear and unambiguous, and the delay in applying my self-exclusion directly contributed to my losses. I therefore request a full refund of all deposits and losses incurred after my self-exclusion request on 29 May 2026, together with written confirmation that my account has been permanently closed. A previous case from user Annemarie C is exactly the same as mine.

37h left

€2,914

Retroactive Modification of a Completed Tournament

Hello,

I would like to file a complaint against Wazamba Casino.

I participated in a tournament that ran from May 25 to May 31, 2026. I finished in 4th place, and the advertised prize for this position was €700.
Throughout the tournament, I spent my own money and time competing to achieve the best possible result. At no point during the tournament was I informed that the event might be considered invalid due to an insufficient number of participants.
Only after the tournament had ended, and after several emails to customer support, I was informed that the prize would not be paid because the tournament allegedly had fewer than 50 participants.
I believe this is unfair. If the tournament did not meet the minimum participation requirement, players should have been informed before or during the tournament, not after it had ended and after they had spent money competing.
I have contacted Wazamba support several times, but they have refused to review my case or provide any compensation.
I kindly ask AskGamblers to review this complaint and help resolve this dispute.
Thank you.
Best regards,
Sándor Surányi

Resolved

€350

Account Closed Remaining Balance Unresolved

My account was closed by the casino as an administrative decision (according to support chat). Before the closure, one of my withdrawal requests was successfully processed. However, there was still approximately €1000 remaining in my account balance.

After the account was closed, I lost access to the account and therefore I am unable to verify the balance or access my account history.

Since then, I have repeatedly contacted the casino requesting clarification regarding the status of my remaining funds. The casino has only provided generic responses stating that my case was forwarded to the relevant department and is under review.

Despite waiting for several weeks, I have not received any clear answer.

Thank you for your help.

Resolved

€1,000

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.

Resolved

€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