Complaint #157 Wazamba Casino

Welcome bonus denied

By shottie77

2 years ago

I read the bonus terms before making my first deposit and attempted to claim the welcome bonus package of 100% deposit bonus, 200 free spins, and a crab claw bonus. The terms state a €10 euro min deposit is needed to activate the bonus, I deposited $25aud which is €15 euro and did not receive the bonus. Before playing anything, I contacted live chat, stated my problem, spoke to Marianna who claimed the supervisor said it is a $30 min AUD deposit needed. I kindly argued to fact of the bonus terms clearly printed on the pro page and in the terms and conditions clearly stating only €10 is needed, provided screenshots of those conditions and provided the promo email stating the advertised bonus also. She claims a supervisor who would not provide their name or speak with me has decided I need to deposit more to obtain the bonus. She then hang up on me when I questioned this and demanded to speak with the said supervisor. I got back onto live chat and spoke with Masa. She was lovely but also asked the supervisor what to do (she originally agreed with me but could not override the supervisors decision) again I was told to deposit more and when I asked to speak with, or obtain the name of the person making the decision, was told I was not allowed to know their name or speak with them. This is very cowardly of a person calling the shots to not identify themselves so a dispute can be resolved. An hour had passed and I still had not played any money but I will be now shortly after writing this. I thoroughly read the bonus terms, and the terms and conditions to ensure I was correct, and no where did it say I needed $30 min AUD. I believe I am owed $25 bonus cash and 200 free spins to be used at my leisure. Something extra for my time and effort would also be appreciated.I have screenshots of advertised email promos, and website promo page terms etc available upon request. I also have live chat transcripts also

Disputed Casino Wazamba Casino

Reason Bonus not given

Discussion

AskGamblers

• Support Team

1 year ago

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.

Wazamba Casino

• Representative

1 year ago

Dear All,

We apologize for the delayed response. Please be informed that, in accordance with bonus terms and conditions, the minimum deposit amount for activating Welcome bonus is 30 AUD. It's displayed on Welcome bonus terms page.

Kind regards,
Wazamba team

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per Wazamba Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

2 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 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.

38h 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