Wazamba Casino - Играчът се мъчи да провери.

Hello, I need to do a KYC verification to receive a payout. The problem with the casino is that the responsible department cannot be reached via their email address. E-mails cannot be delivered. And customer support doesn't respond to my queries either. Neither does the 24-hour live chat. I won the amount with no bonus or anything.

I don't know if I'm the only player having problems like this at this casino.

What are your experiences with Wazamba?

Kind regards

Vincent

Guten Tag, ich muss eine KYC Verifizierung durchführen um eine Auszahlung zu erhalten. Das Problem bei dem Casino ist das die zuständige Abteilung nicht erreichbar ist über deren E-Mail-Adresse. Es können keine E-Mails zugestellt werden. Und der Kunden-Support antworten auch nicht auf meinem Nachfragen. Genauso wenig wie der 24stunden Live Chat. Ich habe den Betrag ohne Bonus oder so gewonnen.

Ich weiß nicht ob ich der einzige Spieler bin der solche Probleme bei diesem Casino hat.

Wie sind die Erfahrungen bei euch über Wazamba?

Mit freundlichen Grüßen

Vincent

Hello vincentjacobs71,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wazamba Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise which e-mail addresses did you try to contact so far? When was the last time you contacted the casino? Didn't the live chat forward you a working e-mail address? Isn't it possible to upload your verification documents directly within your casino account?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I've been trying to send my required documents to the following email address [email protected] for days, but they can't be delivered. I had email contact with support on 08.06. They told me that I had to contact the responsible department and gave the above email address. And the live chat only gave me this email address. Unfortunately, there is no way to upload a verification directly. An ID document must be uploaded online and then a bank statement or invoice by email and the respective credit cards must be photographed and also sent by email for verification.

I haven't had such a process at other casinos until now.

Regards,

Vincent

Halla Nick,

ich versuche seit Tagen die auf folgende E-Mail Adresse [email protected] meine erforderlichen Dokumente zu versenden, aber sie können nicht zugestellt werden. Habe am 08.06 E-Mail Kontakt mit dem Support gehabt die habe mich drauf das ich mich an die zuständige Abteilung dafür wenden muss und die obengenannten E-Mail Adresse genannt. Und der Live Chat hat mir auch nur diese E-Mail-Adresse genannt. Eine Möglichkeit eine Verifizierung direkt hochzuladen geht leider nicht. Ein Ausweisdokument muss online hochgeladen werden und danach müssen Kontoauszug oder Rechnung per E-Mail sowie die jeweiligen Kreditkarten abfotografiert werden und ebenso per E-Mail versenden werden für Verifizierung.

Ein solchen Prozess hatte ich bis jetzt auf anderen Casinos bis noch nicht.

Grüße,

Vincent

Hello vincentjacobs71,

I've tested the above mentioned e-mail address and it worked fine, no message of undelivered mail came back. Did you try to use a different e-mail (your own)to send the documents?

Hello, thanks for the tip I sent it with a different email address. Let's see if it's possible now.

greeting

vincentjacobs71

Hallo, danke für den Tipp habe es mit einer anderen E-Mail Adresse gesendet. Mal schauen ob es jetzt möglich ist.

Gruß

vincentjacobs71

Hello Nick, I also tried a different email address, and no email could be delivered either. But now I have contact with the support of the casino. They forward the necessary evidence to the responsible department.

But the verification still takes a long time.

greeting

vincentjacobs71

Hallo Nick, habe es auch mit einer anderen E-Mail Adresse probiert, ebenfalls konnte keine E-Mail zugestellt werden. Habe aber nun mit den Support von Casino Kontakt. Die leiten die erforderlichen Nachweise an die zuständige Abteilung.

Aber dennoch dauert die Verifizierung sehr lange.

Gruß

vincentjacobs71

Hello vincentjacobs71,

I can confirm that the e-mail was not delivered, it was declined after a few hours. I'm glad to hear however that the documents were already sent. Be sure to give it at least a week more for it to be processed and keep us updated meanwhile.

Regards

Thank you vincentjacobs71 for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello vincentjacobs71,

I will assist you with the complaint from now on. I am sorry you are unable to provide information regarding your credit cards that are no longer valid. Have you explained to the casino you are no longer able to provide what they require? Has the casino asked you about alternative ways to complete the verification checks, for example, a bank statement or a similar document?

Dear vincentjacobs71,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear vincentjacobs71,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.