Complaint #232 Wazamba Casino

Withdrawals restricted on account

By gocrist

5 days ago

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.

Disputed Casino Wazamba Casino

Reason Delayed payment

Amount 1529.46

Discussion

95 hours left for Wazamba Casino to respond.

gocrist

34 minutes ago

Hello again, my account was locked 2 days ago, I have always played in good faith and tried my best to follow the casino's t&c, though I was never informed of any terms violation, if the casino believes I broke the rules, the normal procedure should have been my account getting closed, instead they silently restricted my withdrawals, allowing me to deposit for a period of time which only the casino knows, since I was never notified of when the restriction began.

I think it's very unfair to block an user's withdrawals while still allowing them to deposit. Under logic, all deposits made after the withdrawal restriction should be refunded then, thank you.

AskGamblers

• Support Team

1 day ago

Dear Wazamba Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statements. Please send the required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. 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

• Representative

2 days ago

Dear Player,

We are contacting you to communicate the formal outcome of your account verification and compliance review.

Following a comprehensive investigation by our Verification Department, your account has failed the verification process in accordance with Section 3.2 (Duplicate Accounts & money transfered between accounts) and Section 9.1 (Prohibited Activities) of our General Terms and Conditions.

Consequently, the following administrative actions have been enforced on your profile:

Permanent Account Closure: Your account has been permanently closed with no option for reopening under any circumstances.

Balance & Winnings Deduction: In accordance with Section 3.2, all promotions, game actions, and winnings derived on the profile are considered void, and the associated balance has been deducted accordingly.

Escalation of deposit refund: Your original deposit (10 EUR) will be escalated to our finance department for a refund. Please provide us with your bank details via registered email so that we can process this refund.

Thank you in advance.

Best regards,
Wazamba Team

Wazamba Casino

• Representative

2 days ago

Dear Player, 

Thank you for contacting us. 

Rest assured, we have forwarded your matter to the relevant team. Once there is an update, we will notify you immediately. 

Kind regards,
Wazamba Team

Wazamba Casino Complaint Stats

Resolved 64 / 70

Avg. Amount $6,326

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.

Complaint Status

95h left

1,529

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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.

Resolved

€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