Complaint #133 Wazamba Casino

Wazamba asking same documents again and again

By coconutlover

3 years ago

Hi and Merry Christmas in advance!

Played here on 27.11.2022, for almost a month ago. After playing I made first withdrawal which was quickly accepted. Then I made other 3 withdrawals which are, however, still pending as you can check from the screenshot.

They asked me to send several documents, which I have sent all. First they asked them via email and I sent them. Then, they told me that I should go to the casino profile and add the same documents there. I checked the casino profile page but there is no such page where I could send them. I even asked the chat about it and the chat told me to just send them via email and also told me that they cannot be sent via the casino profile. This is very strange because as I said, I had already sent all the documents via email.

Then all the troubles began. I sent another email to their KYC-department where I said that the documents cannot be sent via casino's web page because there is no such possibility or any "verification" page there. After waiting for several days, I finally got an answer that I should send the same documents via email. I then emailed them that I had already sent them earlier and I don't know why I would need to send the same documents again, but they have not answered anything even though I asked them again one day later.

So could you please help me? Why is this casino asking me to send the same documents again and again, so that I cannot withdraw my money? I would like to withdraw all my balance. It feels like they are just delaying the process on purpose by asking same documents again and not answering my e-mails.

Disputed Casino Wazamba Casino

Reason Verification issues

Amount €1500

Discussion

AskGamblers

• Support Team

2 years ago

Dear @coconutlover,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Wazamba Casino

• Representative

2 years ago

Dear all,

We would like to inform that the customer's account was successfully verified back in december 2022 and his pending withdrawals were paid out on the following dates:

20.12.2022 - 500 EUR
21.12.2022 - 500 EUR
22.12.2022 - 500 EUR

Unfortunately during that time, we were unable to reply to this forum. Nevertheless, we hope this would clarify the case and resolve the complaint.
Thank you for understanding!

Best regards,
Wazamba

AskGamblers

• Support Team

2 years ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Wazamba Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

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.

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.

81h 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.