Wazamba Casino - Играчът твърди, че местните закони са нарушени.

Very good days. I am Felipe **** (user "felmelvil" in Wazamba), a Spanish citizen who for months has not received a response from the online casino "Wazamba", of which you, if I say correctly, are owners.

I apologize for addressing you directly, but as I said, all emails sent to support@wazamba.com have not been answered in the last two months.

I have tried to contact " Antillephone NV", the company that licenses this casino for gaming, but I have not received a response either. I have also communicated my claim to the "Askgamblers" portal, without a response from "Wazamba".

I am going to attach to this email my entire claim and the attached documents that justify it:

-Neither "Wazamba", nor "Rabidi NV" nor "Antillephone NV" have a license to operate in my country, Spain. Even so, they allow you to select "Spain" as the country of residence in your registration, validate telephones with the "+34" prefix of Spain and verify Spanish identity documents.

-Remember that the company that owns "Wazamba", "Rabidi NV", belongs to (SMES) Solutions for Management and Employment Support NV, the same company that owns the online casinos "Rolling slots", "Oxi casino" and " dozen spins", owned by GBL Solutions NV and Altacore NV, respectively. These casinos have agreed to return the deposits made for the same reasons as the claims in Wazamba.

-According to "Antillephone NV", the body that grants them the gaming license, they are obliged to abide by national and international laws:

- 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.

- Law 13/2011 regulating gaming in its title II, article 9 point 4 determines that " The enabling titles granted by other States will not be valid in Spain . Operators recognized by other States that are members of the European Economic Area must comply with the requirements and with the processing established by current legislation".

Without further ado, thank you for your time, hoping to get a response from you.

Sincerely

Philip ***

Muy buenos días. Soy Felipe **** (usuario "felmelvil" en Wazamba), un ciudadano español que desde hace meses no obtiene respuesta por parte del casino online "Wazamba", del que ustedes, si no digo mal, son propietarios.

Les pido disculpas por dirigirme directamente a ustedes, pero como decía, todos los emails enviados a support@wazamba.com no han sido respondidos en los últimos dos meses. 

He intentado ponerme en contacto con "Antillephone N.V.", la empresa que otorga licencia de juego a este casino, pero tampoco he recibido respuesta. También he comunicado mi reclamación al portal "Askgamblers", sin respuesta por parte de "Wazamba".

Voy a adjuntarles a este correo toda mi reclamación y los documentos adjuntos que la justifican:

-Ni "Wazamba", ni "Rabidi N.V." ni "Antillephone N.V." tienen licencia para operar en mi país, España. Aun así, permiten seleccionar "España" como país de residencia en su registro, validan teléfonos con el prefijo "+34" de España y verifican documentos de identidad españoles.

-Recordar que la empresa propietaria de "Wazamba", "Rabidi N.V.", pertenece a (SMES) Solutions for Management and Employment Support N.V., la misma empresa a la que pertenecen los casinos online "Rolling slots", "Oxi casino" y "dozen spins", propiedad de GBL Solutions NV y Altacore NV, respectivamente. Dichos casinos han aceptado a devolver los depósitos realizados por los mismos motivos que los reclamos en Wazamba.

-Según "Antillephone N.V.", el organismo que les otorga la licencia de juego, están obligados a acatar las leyes nacionales e internacionales: 

- 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.

- La ley 13/2011 de regulación del juego en su título II, artículo 9 punto 4 determina que "Los títulos habilitantes otorgados por otros Estados no serán válidos en España. Los operadores reconocidos por otros Estados integrantes del Espacio Económico Europeo, deberán cumplir con los requisitos y con la tramitación establecida por la legislación vigente".

Sin más, agradecerles su tiempo, esperando obtener una respuesta por su parte.

Atentamente

Felipe ***

Dear Felmelvil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Unfortunately, we at Casino.Guru, don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

I checked the website and the information about whether Spanish players are allowed to play in the casino, and it seems that indeed they are accepted at the moment:

Please let me know what the disputed amount (€1600) represents in this situation. Please let me know your inquiries with the casino and what issue we might help mediate in this situation.

Please let me know, if there is anything else, I could do for you regarding this case, otherwise, I will be forced to reject your complaint. I appreciate your understanding.

Best regards,

Tomas

Casino.Guru

Very good afternoon and thank you very much for your speed with this matter. I will try to give you all the information you request in parts:

-The 1600 euros claimed are those derived from the deposits made less withdrawals. This is an estimate since, unfortunately, I do not have the exact figure. That amount would have to be provided by "Wazamba", but I have not received a response from them.

-I understand that you have a limitation regarding licensing regulations and policies and that is why I thank you even more for accepting this claim. What I ask of you is that you help me get in touch with "Wazamba", since for months they have not responded to my emails.

-As for the other complaints in casinos owned by SMES (Solutions for Management and Employment Support NV) such as "Rolling Slots" and "Oxi Casino", you have already seen that they accepted the return of my deposits for the same reasons that I explain in this claim.

-As for my last communications with "Wazamba", the only response I received was one automatically generated in their system:

Your request (10321332) has been received and is being reviewed by our support staff.

To add additional comments, reply to this email.

The last time I received a message like this was on August 31, 2023 and they still haven't given me a response. Seeing that it was impossible to contact them through support@wazamba.com and vip@wazamba.com, I tried through the "live chat" on their website. This service has quite a few limitations and did not allow them to access the status of my claim. They just told me to wait. This is a copy of one of the conversations with said chat dated September 15, 2023 (I have the transcripts if you need it):

Cenk

Thank you for waiting

Cenk

The relevant team stated that the case is still under review therefore we need to wait for an update.

Philip

But it's been two months

Philip

And they haven't even responded to my last messages

Cenk

I know but since the case is still under review we need to wait

Philip

I can't believe this matter has dragged on so long.

Philip

How long? Three more months? Six? One year?

Philip

In any case, I greatly appreciate you speaking to the appropriate department.

Philip

He is the first one to help me with this matter.

Cenk

As we are not part of the relevant team I do not know the exact time about the response.

Cenk

Unfortunately there is nothing to do at this moment. We are still waiting for an update from the relevant department.

As you can see, this type of contact does not provide any type of information. If you could help me with this matter I would be eternally grateful. Anyway, thanks for your time and attention.

Muy buenas tardes y muchas gracias por su rapidez con este asunto. Intentaré darles toda la información que me solicitan por partes:

-Los 1600 euros reclamados son aquellos derivados de los depósitos realizados menos las retiradas. Esto es una estimación ya que, lamentablemente, no dispongo de la cifra exacta. Esa cantidad tendría que facilitarla "Wazamba", pero no he recibido respuesta por su parte.

-Entiendo que ustedes tienen una limitación respecto a las regulaciones y políticas de licencias y es por eso que les agradezco aún más que hayan aceptado esta reclamación. Lo que les solicito es que me ayuden a ponerme en contacto con "Wazamba", ya que durante meses no han respondido a mis correos.

-En cuanto al las otras reclamaciones en casinos propiedad de SMES (Solutions for Management and Employment Support N.V.) como "Rolling Slots" y "Oxi Casino", ya han podido ver que aceptaron la devolución de mis depósitos por los mismos motivos que expongo en esta reclamación.

-En cuanto a mis últimas comunicaciones con "Wazamba", la única respuesta que he recibido era una generada automáticamente en su sistema:

Your request (10321332) has been received and is being reviewed by our support staff.

To add additional comments, reply to this email.

La última vez que recibí un mensaje como este fue el 31 de agosto de 2023 y siguen sin darme respuesta. Viendo que a través de support@wazamba.com y vip@wazamba.com era imposible contactar con ellos, lo intenté a través del "chat en vivo" de su página web. Este servicio tiene bastantes limitaciones y no les permitía acceder al estado de mi reclamación. Solo se limitaban a decir que esperara. Esto es una copia de una de las conversaciones con dicho chat con fecha 15 de septiembre de 2023 (tengo las transcripciones si lo necesitan):

Cenk

Thank you for waiting

Cenk

The relevant team stated that the case is still under review therefore we need to wait for an update.

Felipe

Pero han pasado dos meses

Felipe

Y ni siquiera han contestado a mis últimos mensajes

Cenk

I know but since the case still under review we need to wait

Felipe

No puedo creer que esté asunto se dilate tanto

Felipe

Cuánto tiempo? Tres meses más? Seis? Un año?

Felipe

En cualquier caso, le agradezco enormemente que haya hablado con el departamento correspondiente

Felipe

Es el primero que me ayuda con este asunto

Cenk

As we are not part of the relevant team I do not know the exact time about the response.

Cenk

Unfortunately there is nothing to do at this moment. We are still waiting for an update from the relevant department.

Como ven, este tipo de contacto no facilita ningún tipo de información. Si ustedes pudieran ayudarme con este asunto estaría eternamente agradecido. De todos modos, gracias por su tiempo y atención.

Thank you for your response, however, the reasons specified in your posts are not reason enough for us to confront the casino.

Please understand we don't police who the casino is supposed to accept and who it isn't.

Since you implied the casino processed not only your deposits but also presumably paid out your winnings, we have no reason to regard the situation as unfair towards you,

Please note that we don't contact casinos just to ask them to reply to players.

Lastly, I can see casinos decided to refund you your funds, however, we have no basis for determining what went into their decision to do so.

Please let me know if there is any additional information that I have overlooked otherwise we won't proceed with the complaint.

Good morning and thank you for your response. First of all, I would like to send you more communications with OXI CASINO, ROLLING SLOTS, WINSTORIA AND DOZEN SPINS where you can see the reason for these returns.

You will also be able to see that in one of the cases, that of DOZEN SPINS, the difference in the deposits made was refunded, minus the withdrawals. By this I refer to your statement about "we have no reason to consider the situation as unfair to you" . What is fair or unfair does not have to do with whether they have been allowed to withdraw money, but rather with access to the page from a country, Spain, in which they are prohibited from operating.

You see that other casinos owned by SMES (also owners of Wazamba) have agreed to return my deposits, minus the withdrawals.

To all this we should add the complaint for the almost three months of waiting that the customer service, through the emails support@wazamba.com and vip@wazamba.com, has kept me waiting with a response to this matter , which has not yet arrived. I have requested claim forms from Wazamba, but they have not been provided to me either.

I appreciate all the help you can provide me with this matter. I understand that they will be used to dealing with this type of casinos and will know the difficulties in contacting them.

Without further ado, thank you again for your help.

Muy buenos días y gracias por su respuesta. En primer lugar, me gustaría enviarles más comunicaciones con OXI CASINO, ROLLING SLOTS, WINSTORIA Y DOZEN SPINS donde se puede ver el motivo de dichas devoluciones.

También podrán ver que en uno de los casos, el de DOZEN SPINS, se realizó la devolución de la diferencia de los depósitos realizados, menos las retiradas. Con esto hago referencia a su afirmación sobre "no tenemos ninguna razón para considerar la situación como injusta para usted". Lo justo o injusto no tiene que ver con que hayan permitido retirar dinero, sino con el acceso a la página desde un país, España, en el que tienen prohibido operar.

Ya ven que otros casinos propiedad de SMES (también propietarios de Wazamba) han accedido a devolver mis depósitos, restando las retiradas.

A todo esto habría que añadir la reclamación por los casi tres meses de espera que el servicio de atención al cliente, a través de los correos support@wazamba.com y vip@wazamba.com, me ha tenido esperando con una respuesta para este asunto, que todavía no ha llegado. He solicitado formularios de reclamación a Wazamba, pero tampoco me han sido facilitados.

Yo agradezco toda la ayuda que me puedan facilitar con este asunto. Entiendo que estarán acostumbrados a tratar con este tipo de casinos y sabrán de las dificultades para contactar con ellos.

Sin más, agradecerles de nuevo su ayuda.

Thank you for the detailed explanation of your point of view.

The legality or lack of legality of the casino operating in a country is outside of the scope of our Complaint Resolution Center.

We genuinely hope the casino will consider your request for a refund based on the stated circumstances, unfortunately, we cannot assist you with your request in contacting the casino, due to the abovementioned reasons.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.