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Hello, I've been trying to delete my account at Wazamba Casino for weeks. I've tried to delete my account several times via live support, but was directed to an email address I was asked to contact. I've done this about four to five times over the past three weeks, but I never received a response, let alone that my account was blocked. I also told live support that I was addicted to gambling, but each time I was just told to write an email. During that time, I've deposited several times and lost €583.25, even though my account should have been blocked long ago. I now want the money I lost during this time back, and I want my account to finally be deactivated.

Hallo, seit Wochen versuche ich bei dem wazamba Casino meinen Account zu löschen. Ich habe mehrmals über den Live Support versucht meinen Account löschen zu lassen, woraufhin ich an eine Email verwiesen wurde die ich doch bitte kontaktieren soll. Dies tat ich nun in dem Zeitraum von 3 Wochen ca.4-5 mal, bekam jedoch nie eine Antwort, geschweige denn das mein Konto gesperrt wurde. Ich teilte dem Live Support auch mit das ich spielsüchtig sei, jedoch wurde mir jedes Mal nur gesagt ich solle eine Email schreiben. In der Zeit habe ich mehrfach eingezahlt und 583,25 verloren und das obwohl mein Account längst gesperrt sein sollte. Ich möchte nun das Geld was ich in diesem Zeitraum verspielt habe zurück bekommen und das mein Account endlich deaktiviert wird

Dear maxilatis1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Wazamba Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@wazamba.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear maxilatis1,

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

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru