Account closure delayed
Reason: Self-exclusion
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.
--- Ответы в треде ---
Santaclaus9 1 day ago Dear all, I have sent multiple emails to Wazamba during this time asking for the deposit history but havent received it.
AskGamblers • Support Team 1 day ago Dear all, This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.
AskGamblers • Support Team 1 month ago Dear @Santaclaus9,The AskGamblers Complaint Team is kindly asking you to let us know if you consider the complaint resolved. Please note that in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly. Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.We would also like to use the occasion and remind you to contact our team and request the reopening of a complaint in case something goes wrong.Thanks in advance for your cooperation.
Wazamba Casino • Representative 1 month ago Dear all, We would like to kindly ask for the complaint to be closed for now and when you the player finally receives the requested document from our relevant team, in case of dissatisfaction from their side regarding the refund, to contact us again to re-consider the matter. Thank you all in advance. Best regards, Wazamba Team
