Casino ignoring my request for a permanent account closure for 19 days

Completed KYC in addition to lengthy video KYC (31/3) without any issues. After this, the bookmaker has ghosted me completely, despite repeated inquiries from my side. The support agent in chat refuses to acknowledge the issue, which is highly suspicious.

My account has been closed since before the KYC, and login + funds are unavailable to me.

Attached all communication. My account must be opened and withdrawals processed promptly.

Judging by the ghosting, they are committing fraud, which I, of course, do not accept and will combat indefinitely.

Around 45k NOK.

Hello,

More than a month ago, I submitted a complaint against Wazbee Casino regarding multiple bonus purchases on slots where I was wrongfully overcharged.

I initially filed my complaint, but it was refused because you said either the timeframe was too short or the case was still being processed. I respected the delay, but now, after more than one month, nothing has been resolved.

The issue involves several consecutive bonus purchases where I was charged x1000 the correct price:

• One major purchase where I was supposed to pay 4,500, but was charged 4.5 million instead.

• Two other bonus purchases where I was also overcharged, for smaller but still significant amounts.

Wazbee Casino keeps sending me 3-4 emails per week saying my case is “still under review,” but they never provide any concrete updates or deadlines. They keep saying they are “in discussion with the provider,” but honestly, this is not my problem — I paid for bonuses at the advertised price, and I expect to get my money back.

I am a loyal customer and I find it completely unacceptable that nothing has been done so far. I expect this case to be handled urgently, with a clear timeline and resolution.

Thank you for escalating this matter.

Best regards,

< full name removed >

Hello,

I have been playing at this casino since July 8, 2024, and have made many deposits and withdrawals. On September 17, 2024, after my last deposit of EUR 550 and some winnings, my balance was EUR 1,160.50. I requested a withdrawal of EUR 200, but instead of processing the withdrawal, I received an email from the casino stating that they had received an order for a chargeback for the deposit of EUR 450 that was made on September 5, 2024.

I tried to explain to them that I had not requested any chargeback for any of my deposits and why I would even ask for a EUR 450 deposit chargeback, which I had lost in the two days after making the deposit and then deposited another amount of EUR 550 immediately after that on September 7, 2024 in order to continue playing.

I remembered and shared that when I made a transaction of EUR 450, it was declined by the bank or the payment system. This could be the reason. I tried again and this time the deposit was successful. However, the amount was charged from my account in USD and not EUR, as had been the case for all previous deposits. I attached a bank statement to support my explanation.

Additionally, I explained to the casino that chargebacks in Kazakhstan work only on credit cards, not on all types of debit cards. I also shared a link explaining the chargeback process in all Kazakh banks. This link describes the steps, including the need for strong evidence such as screenshots, chats with merchants, pictures of goods, and receipts. Even to lodge a chargeback application, the bank requires a lot of evidence. The process can take weeks to process, and it is definitely not a quick process like the casino thinks.

Unfortunately, the casino has not taken into consideration any of the explanations I have provided and has sent me the following reply:

"We have received a request from your bank for a refund of a transaction amounting to 450 euros on your card ***2919. In order to confirm that this request was not made by you, we kindly request that you contact your bank to request an official letter confirming that a refund of 450 euros for the transaction on card ***2919 has not been requested. Once we receive this information, we will review your case and inform you of our decision."

I have requested the casino on several occasions to provide me with proof of the chargeback order that they have received, but they have ignored my requests.

I contacted my bank through in-app chat about this transaction of EUR 450. I explained the situation to them and they confirmed that I had indeed paid that amount and that the merchant had received it. They also confirmed that I hadn't requested any chargeback and that the bank had never initiated a refund process on my behalf. In fact, they even sent me a link to an online application where I could report if the transaction was a scam or if the merchant was trying to steal my money. Why would they do it if I would request chargeback?

I have attached screenshots of my deposit/withdrawal operations on my casino account and a bank statement showing a deposit of EUR 450 on September 5 (Solnay Global Concept, amount USD 498.77) and a subsequent deposit of EUR 550 on September 7 (anthill.center, amount EUR 550), as well as emails with the casino and video recording from the bank app.

Due to security and safety concerns, it is not allowed in the bank's app to take screenshots or record videos. Therefore, I had to use another phone's camera to record all the evidence, including my card number *2919 online statement, as well as a video of my conversation with the bank representative to prove that there had been no chargeback initiated. Link to video is attached in the file.