Wazamba - Violation of responsible gambling regulations
I wanted to reach out to you regarding an issue I've been facing with Rabidi N.V., which I believe demonstrates the unfairness and unethical practices of this industry.
On September 21st, 2022, I had some success on the online casino Wazamba and won a total of 7925 Euros. However, realizing the potential risks associated with gambling disorders, I decided to contact the support team via chat to request a 3-day break. This break was essential for me to ensure the safe handling of my winnings and to prevent any impulsive losses or further gambling disorder.
To provide you with a comprehensive overview of the situation, I have already submitted a complaint to Casino Guru, which is currently pending the regulator's decision. You can find the details of the case and the Complaint ID 50851 in the following link: [EDIT]
I urge you to read the thread from [EDIT], as it will give you a better understanding of my predicament. It is evident that I am unable to request self-exclusion due to the terms and conditions in place at that time. These conditions stipulate that, upon self-exclusion, only my last deposit would be refunded, while all winnings would be voided.
Unfortunately, I found myself entangled in a similar situation with another project belonging to Rabidi N.V. called Casombie. On the 29th of September, I accumulated winnings totaling 4000 Euros. Once again, my gambling disorder prevented me from self-excluding and within a few days, I lost all the money. The withdrawal process has been delayed, and the casino provides no security measures to safeguard players' funds and prevent further disorder. The same terms and conditions apply here, where I would only be entitled to a refund of my deposited
amount, while my winnings would be voided.
On October 7th, the management of Rabidi N.V. became aware of my gambling disorder and only self-excluded me from Wazamba. However, despite using the same credentials across all projects under the Rabidi N.V. umbrella, my accounts at Casombie and Casinia remain active. Additionally, I discovered that Bankonbet, which I created a separate account for, also belongs to Rabidi N.V. It is disheartening to see that even with a balance exceeding 50,000 Euros, the same terms and conditions continue to apply. If I were to disclose my gambling disorder, I would only be entitled to a refund of approximately 1,000 Euros, which is truly absurd.
I decided to approach this situation wisely and communicated my desire to avoid further temptation and ensure the safe handling of my funds to the customer chat representatives. Unfortunately, they informed me that they could do nothing to assist me. Even contacting my VIP manager at Bankonbet yielded no cooperation. It seems that their main objective is to avoid paying out my winnings and entice me into gambling the money away, knowing full well about my disorder. To make matters worse, as soon as my balance hit 0, my account was promptly banned from their website. I find it perplexing that when my balance was 0, they could easily close my account, as they only needed to pay me 813 Euros for an error made by Evolution and one pending
withdrawal. However, when my balance was around 65,000 Euros, suddenly, there were no options available. I would like to draw your attention to the attached chat transcript, where you will find the relevant section marked with a pen marker. In this section, you will see both explicit and indirect requests for support to ensure the safe handling of my funds. Regrettably, no cooperation or assistance was provided by the customer chat representatives. Moreover, despite reaching out to my VIP manager at Bankonbet, I have not received any response. This lack of responsiveness and support only further deepens my concerns.
Furthermore, if they are indeed not at fault, why have they modified the terms and conditions? I will provide you with the previous and current versions, where they now offer support for players with gambling disorders. The new terms state that a player can contact customer service via email ([email protected]) to request self-exclusion and account closure. Additionally, it is emphasized that it is the player's responsibility to inform the company of any other accounts he may hold with them and to refrain from opening new accounts. While the company assures that they will make reasonable efforts to prevent the opening of new accounts, the ultimate responsibility lies with the player to ensure that no other accounts are opened. They further state that they are not liable for any potential losses or damages caused by gambling. These changes only serve to highlight the inherent fault within Rabidi N.V., and I can only imagine the plight of other victims who did not receive support despite facing significant losses.
In light of these circumstances, I am turning to you for assistance in ensuring that the full amount of 80,174.99 Euros is credited to my bank account and that this case is resolved amicably. Otherwise, my lawyer is prepared to gather the necessary evidence and proceed with legal action, in collaboration with a lawyer from Curaçao. Such an injustice must be brought to light, and I am confident that the truth will prevail.
Thank you for your attention to this matter, and I eagerly await your assistance in resolving this issue.
Sincerely,
