Voodoo Casino - Player believes that their withdrawal has been delayed.

On the 12th/2/25 I used the second welcome deposit bonus offer and received $50 bonus. There terms and conditions state maximum cash out of bonus is X20 of the bonus unless stated otherwise. Although the terms and conditions of the bonus used states that max win is $4000.

I finish wagering requirements with still around $4000 in balance. Bonus was removed and balance was not altered and said entire amount withdrawable. I have then therefor played for for over another day using thousands and had two other bonuses applied from vip levels stating that the locked winnings are used as created new funds.

Balance was upto $8500 when requested withdrawal of $4000. While $4000 is pending my balance I was playing with was $1500 when my withdrawal got denied and overall balance changed to $1000.

They stated balance is locked from bonus finished multiple bonuses beforehand and that I can not use these funds in anyway to create more balance to withdraw and only to withdraw $1000. I don’t see how it is still locked. Have photos of some things thought might be helpful later down the road.

Dear anthonyfrancisall,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Sorry it’s not just been delayed. It’s been denied and they dropped my balance.

Also have a new complaint with the same casino. From playing with funds from the previous complaint, I earnt loyalty program level free spins. Using the level 5 free spins I received a bonus of $60.6. I reviewed the terms and conditions of bonus and met all of the wagering requirements and there was no specific terms for bonus about max winnings. So based on the general terms of the casino it is stated that winnings from a free spins bonus is maxed at 10x the initial bonus sum. So my max winnings should be locked at $606. As soon as I beat the wagering requirements my balance went from over $600 to $150. I contacted support and showed evidence of their terms and asked why my balance was dropped. They stated that the bonus had its own specific terms. I showed them that for that bonus I have the terms and it’s not stated. They said they know it’s not stated and are working on it, can they do that? That is misrepresentation and surely is breach of their contract. This is two bonuses now that they have confiscated funds even when I provide them the terms stated. Have photos of terms and conversation with support.

Dear anthonyfrancisall,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Yes my withdrawal has been done processed but my issue was the limit in my winnings which was lowered drastically other than what was stated in the terms. Information is provided in my photos and post.

Dear anthonyfrancisall,

Is it possible to forward your full betting history to [email protected] for further review - if there is any?

Please send it to [email protected].

Awaiting your response.

Regards,

Nick

Have just received a log, email sent.

Thank you anthonyfrancisall for all the information provided. I will now forward your complaint to my colleague Branislav ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

No worries ready to send any information needed. Thankyou.

Hello, anthonyfrancisall,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Voodoo Casino team,

Considering that the complainant already shared his gaming history/game logs with us, could you please provide us with a detailed explanation of the situation and the events that took place there? Why have the user's winnings been forfeited?

Can you provide us also with the exact rules which were applied in this case and where we can find them, also specific rules valid for the bonuses in question if there were any? It would be appreciated if we have this information for the second welcome deposit bonus and also for bonuses related to change of level.

Thank you.

Thankyou for your help, would like it fixed as soon as possible. Let me know if there’s any other information I can supply.

What happens if they don’t reply in the timeframe?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Extending the timer by a few more days after contacting responsible contacts manually outside the thread.

Thank you for your patience and understanding.

As for your question (I am sorry, I overlooked it before), anthonyfrancisall, the complaint will be closed as unresolved, the casino's safety index will be decreased accordingly, and I will recommend you contact the regulator with further instructions.

However, I believe the responsible person will get back to me with the requested. Let's stay positive and patient for now.

Thank you for your patience and understanding.

Dear Branislav and anthonyfrancissal,

The player has correctly stated that his balance has been corrected according to the bonus win limits, which are always stated in the Bonus Terms & Conditions. https://www.voodoo.casino/bonus-terms-and-conditions 

Unfortunately, at the moment we have slightly changed the limits of maximum winnings from the bonus. Therefore, I will provide the following information according to the rules that were in effect at the time of the player's situation: 

As indicated in the screenshot from anthonyfrancisall, the maximum winnings from a deposit bonus (a bonus whose activation requires making a deposit) is 20x the bonus amount (50 x 20 = 1000). These rules were introduced initially and the player accepted them at the time of registration. We often make exceptions for our players, but we cannot always turn a blind eye to our rules. At the moment, we have changed the description and the limits on winning from different types of bonuses. Everyone can read them at this link - https://www.voodoo.casino/bonus-terms-and-conditions . 

The maximum winnings that will be paid out resulting from birthday, cashback, level up, welcome, referral bonuses is limited to the maximum bonus amount. 

We are very sorry that anthonyfrancisall had a negative experience while playing with us. However, we try and do our best to bring you fun while playing. If you still have any questions or need more detailed information, our support will be happy to help you via Live Chat or Email.

Here it is stated that max win from bonus is $4000. Where your main terms stated "unless otherwise specified". So it is then specified otherwise? These terms shall be honoured.

And would love to chat more but live chat and email hasn’t ended well for me as can see.

And no worries branislav, thankyou for helping 👍🏻

Greetings all,

Thank you both for your replies and the additional information.

Dear Voodoo Casino Team,

We will definitely need more information and details regarding the situation and circumstances because the casino's proceedings make no sense at all.

Can you please provide me with the following:

• How exactly does the casino apply the "max win" rule and maximum cashout ("The maximum winnings that will be paid out")? When/At what moment is the "max win" amount applied, and what is the meaning of this limit if the casino applies the maximum cashout limit later anyway? Is it not a bit misleading to provide players with completely useless information/limit (Max Win for Bonus part: 4,000 - from the casino's Bonus Terms and Conditions) if the casino later applies a much lower limit to the players' winnings anyway? When/At what moment is the maximum cashout limit ("The maximum winnings that will be paid out") applied, and where are players informed about it?
• Do I understand correctly that once the wagering requirements for a deposit bonus are met, the balance is moved to a normal/real money/withdrawable balance? If so, are such winnings capped by the maximum cashout and only the maximum cashout limit is moved to the real money balance, or does the casino leave all winnings still available for further play, in the real money balance, letting players to continue playing, and then, the casino simply decide when it will cap the winnings and apply the maximum cashout limit ("The maximum winnings that will be paid out")? How does it work?
• What is the difference between the "Max Win" and the "maximum winnings", as you call it - which should be 20x the bonus amount at the time the player used the bonus? Why should any of these limits have been applied to the user's winnings if (if I understand it correctly from his game logs) he was under both limits at the time he met the wagering requirements, and all the bonuses are non-sticky? Shouldn't those funds be simply considered real money/withdrawable balance? If bonus rules should have been applied to his winnings after meeting the wagering requirements, are players sufficiently/additionally informed about it? Or - what should players do if they want to continue playing with such funds? If the casino expects them to withdraw such funds and deposit them back to continue playing, how are they informed about it?
• The player claimed that the disputed winnings were accumulated with the 2nd welcome deposit bonus, which his game logs confirm, and you mentioned the maximum cashout limit of 20x the bonus amount from his screenshot, which should have been correctly done (you call it "the maximum winnings"). The next rule in the same screenshot (the same Terms and Conditions) says that the max cashout from a welcome bonus is limited to the maximum bonus amount, despite specific rules for this bonus saying that the max win is 4,000 €/$. Specific rules usually prevail. According to the rule you mentioned in your post, the player should have received the maximum cashout of 50, but the casino corrected his balance to 1,000. So, can you explain how and according to what and why does the casino apply and which limit? To be honest, it makes absolutely no sense for now.
• Can you explain in detail the process of a play with a deposit bonus - from the moment of claiming/activating a deposit bonus, through a play with real money, a play with bonus money, how players see their balances (real money/bonus balance), how bets are deducted from the balances and how winnings are credited to the balance, how wagering is counted, what happens upon meeting the wagering requirements, what the "Max Win" for the 2nd welcome deposit bonus means and when it is applied, what "the maximum winnings" (I think it is generally the maximum cashout limit) mean and when this limit is applied?
• The full Bonus Terms and Conditions that were on the casino website at the time the user registered at the casino and accepted them, the information whether they changed between his registration and claiming the 2nd welcome deposit bonus and "level up" bonus (and if so, how players were informed that the casino changed its Bonus Terms and Conditions), and if they were changed - the full Bonus Terms and Conditions valid at that time.
• I saw the user's game logs, but not all important things are clear from the data - can you please provide me with his game logs in a readable form and highlight important rows and put there also notes, what happened at those points?

At least for the user's game logs with notes, feel free to use my email ([email protected]).

Thank you. Looking forward to hearing from you.

Here I found a very similar incident from another casino that was under the same management. The mistake was resolved so I can’t see why this one can be too? I’ve still been using the casino vaguely and deciding to use as primary depending on the out come. If the max winnings from the bonus is capped at $4000 that’s fine but you can see I played with thousands after wagering requirements were met and my balance even dropped to a thousand before I got it back up to 8 thousand which wasn’t used with bonus applied funds. I respectfully believe the winnings should be returned? Would like to get this resolved. Thankyou

https://casino.guru/slotman-casino-player-encountered-an-issue-with-withdrawing

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Since the casino has quite a high safety index on casino.guru, and they commented on the thread before, which means the casino representative receives our email notifications and is able to reply directly here without issues, and there may be a different reason why they did not respond within the standard time frames, now I am extending the timer once again, providing the casino with another 7 days to reply on top of our standard processing times for complaints.

However, please note that if no one from the casino provides us with the requested information/details in any way, here or outside the thread, or does not respond at all, until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Can you inform me with instructions on contacting the regulator branislav? More than happy to go down that route if there’s no response in the next two days. Thankyou

Hi Branislav and anthonyfrancisall,

At the time of this case, there were 2 limits: max win limit and max cashout amount.

We agree with Branislav, that it can take missunderstanding. That`s why we have changed them and provide clear information about max win limits. Voodoo Casino doesn`t have separate bonus and real balances. It shows total balance and player can check amount of locked by bonus. In the case the Player has real money and bonus money in their account, real money gets exhausted first. Therefore, all winnings made with a deposit with an active bonus are considered bonus winnings and are subject to max win limits

Process of a play with a deposit bonus:

as I mentioned before: " In the case the Player has real money and bonus money in their account, real money gets exhausted first." as there is no separate balances like real money and bonus money. At the moment, when player deposits with the bonus is shows total balance at players account. And this sum is locked by the bonus (player can check it in his profile). When wagering requirement is completed all player`s money unlockes and player gets and option to make a withdrawal requests. At the moment all withdrawal requests are checkes by our payment team.

As I can see in changes logs, all changes at bonus terms and conditions were made after this case, so it couldn`t affect in this situation.

Unfortunately, we have no permission to share player`s game logs with third person. But we can provide this information to the player if he will make a request via email - [email protected]. Then player will be able to share this information.

I hope we've been able to explain all the details definitively. We are truly sorry that the player had a negative experience, but as you can see, we are changing for the better. If you still have any questions, feel free to contact us by email or Live Chat.

I give permission to share logs with third party.

I did check my balance multiple times to see if they were bonus balance or real money balance. Before I requested the $4000 withdrawal that had my balance changed, I did another request the day before. My balance did not change then and shows that I checked my balance. If your max winnings of a bonus applies, that money after the wagering requirements unlock and turn into real balance. So your limit was already applied but then I can use that money to win more money? Also your bonus states that the max win is $4000, as you’ve just said that max winnings is applied. Why was my balance changed to $1000? Out of good faith I would like the balance fixed.

I do recognise yous are trying to be better and appreciate it. But if your terms were changed after I finished playing, the existing at the time should be abided by. Why would you have two limits for one bonus when one undercuts the other limit. But my funds should have been changed to unlocked funds and only after I used winning capped funds I made the money to which I went to withdrawal. The chat with support that I have supplied even told me it wasn’t in the current terms and conditions and funds should be free funds. Here are photos I have from the current time.

I don’t accept the response. Thank you.

Greetings all,

I am sorry for the delay.

Dear anthonyfrancisall,

As for your previous question regarding the regulator - you can contact the authority (GCB) or submit a complaint to them, however, they currently do not handle individual disputes between players and gaming operators. Although they could review the situation regarding potential violations of law or regulations, and it is worth a try, I am not sure if they are currently able to help you. Anyway, I would rather wait for the casino's final decision regarding the complaint here, until this complaint is closed with a clear result. Then, I would choose to contact the regulator as the last option.

Dear Voodoo Casino Team,

Thank you for the additional information.

I received the user's game logs from him some time ago. I needed to ask you to comment on the file and important rows, where you would show the points you tried to explain to us above. Considering the only way I could get his game logs (his request and he would receive only the same file), I think it is already irrelevant.

However, since not all my previous questions have been answered sufficiently, I would like to ask you a few more things to clarify the situation and circumstances.

• Do I understand correctly that the user's balance was 778.89 AUD when the wagering requirements for the second deposit bonus were fully met, and the user's balance did not contain any bonus funds anymore from that point? If so, and he was under the maximum cashout limit ("The maximum winnings that will be paid out"), so under any maximum winnings limit for the bonus in question, according to the rules that applied at the time the situation occurred, so there was no reason to apply any cashout/maximum winnings limit, why should the bonus rules have applied to his further play anyway? At the time he met the wagering requirements, being under the maximum cashout limit, what would have been the difference between withdrawing his balance and depositing it back to continue playing and simply continuing to play, as he did?
• When he used the level 5 FS, were new/updated Terms and Conditions/Bonus Terms and Conditions applied, or was his play still subject to the previous version of the casino's rules?

Thank you.

Dear Branislav,

In this case, Maximum cashout limit is also applied when the wagering requirements for the second deposit bonus were fully met. As it`s mentioned: "Any winnings exceeding this amount will be forfeited". There is a difference between "continue playing with the won amount" and "withdraw and make a deposit for this amount", as in the first case it is considered as winnings with the bonus, and in the second case it is the player's deposit (to which the player will also be able to activate the bonus), unfortunately, we have to observe these subtleties.

When activating a bonus, for example Level 5 FS, the rules that were in place when the bonus was activated apply. If the player activates the bonus now, the current rules will apply.

Also, if a player is interested in any bonus conditions or solutions to possible situations, he can always contact us in support via Email or Live Chat.

I hope I was able to answer all of your questions. Thank you!

Yes any winnings that are exceeding the amount will be forfeited when wagering requirements are completed. I was under the amount at the time and then the money becomes mine that I’ve won from completing the conditions. How are any future winnings now considered as winnings from the bonus when I now have no wagering requirements on my funds. The max winning should be applied to funds at time of completion of wagering requirements.

I followed the terms and conditions that were that were outlined at the time, I have proof from the casino stating that it wasn’t updated on the website yet and updated after. How am I meant to know the terms when they’re not stated, I don’t think it’s fair I’ve been caught in between updating the terms and punished for it.

I’m happy to talk via email to possible solutions about situations. I did try to first as I didn’t want to go this route but had no luck.

I have tried to contact by email as suggested and have had no response.

Dear Voodoo Casino Team,

Thank you for your response.

Do you really think you answered all my questions sufficiently?

I asked several questions, as always, and to be honest, I am sorry, but I can see no relevant or sufficient information or explanation in your last post at all.

"Any winnings exceeding this amount will be forfeited"

If I understand it correctly, at the time the user met the wagering requirements for the 2nd deposit bonus (you did not confirm the amount he had in his balance at this point and did not comment on it at all - I asked about it clearly in my previous post), he was under any maximum limit stated in the casino's Terms and Conditions, which were available on the casino's website and applicable at the that time, so there was no reason to forfeit anything from his balance/winnings; so, the user could have withdrawn these funds without further restrictions, being under any limit for bonus winnings.

"There is a difference between "continue playing with the won amount" and "withdraw and make a deposit for this amount", as in the first case it is considered as winnings with the bonus, and in the second case it is the player's deposit (to which the player will also be able to activate the bonus), unfortunately, we have to observe these subtleties."

• How do players see this "clear difference" in their balance, please, and how are players informed that they have to withdraw and deposit back their winnings to continue playing without bonus restrictions? Or, what is required from players to do at this point if they would like to continue playing without their winnings being subject to bonus rules (which is basically indicated by the fact they can withdraw them)?
• Unfortunately, I cannot see a difference between (for example) 800 AUD as a result of a successful meeting of the bonus wagering requirements and the balance available for a withdrawal (unlocked) and a real money deposit of 800 AUD, especially if they are displayed in the same way and in the same balance, as I understood from your previous claims; can you please explain this difference in more detail?
• Why is it necessary to apply bonus rules to such winnings (unlocked and withdrawable) at all?

"When activating a bonus, for example Level 5 FS, the rules that were in place when the bonus was activated apply. If the player activates the bonus now, the current rules will apply.

Also, if a player is interested in any bonus conditions or solutions to possible situations, he can always contact us in support via Email or Live Chat."

• Provided that I understand the user's game logs correctly, the casino adjusted his balance after using Level 5 FS and meeting the wagering requirements from approximately 600 AUD to 150 AUD - please provide us with the exact rule that was applied in this case, and where it was stated on the casino's website at the time the user played the FS (February 15, 2025)
• He turned to the casino CS (live chat), but he was informed that there was no such rule, which would have stated any maximum cashout/winnings limit for this type of bonus, but that the casino is working on it and updating the website/rules - please check the relevant screenshots shared by the complainant earlier in this thread
• Would it not be easier if the casino states important limits clearly in its Terms and Conditions/Bonus Terms and Conditions instead of expecting players themselves will ask about possibly hidden limits?

It would be highly appreciated if you could provide us with clear information and explanations this time, for all my questions. Otherwise, if this discussion does not lead anywhere, as it has been so far, we will be forced to close the case. However, likely not in accordance with your expectations.

Thank you. Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Have tried to contact you voodoo casino by email. I am a vip customer at another casino and will be a regular returning customer here if this issue can get fixed. Thank you

What happens now the casino hasn’t replied?

Hi Branislav,

A player can check the status of his bonus, as well as the locked sum by bonus in his profile in the "Promo" tab. The player can also check the available withdrawal amount in his profile in the Wallet > Withdraw tab.

I wish I could explain what is the difference between wagering money and winnings from the bonus after wagering in a way that is clear enough. However, it makes a difference, for example, when a player wagering a signup bonus or any other bonus. Since it is the amount won with the bonus earlier and it is subject to max win limits. There are no max win limits on deposits.

We realize that it can be difficult to properly understand the rules, so we are actively working to make things as simple as possible for the player.

At the time of Level 5 FS wagering, the player's balance was adjusted according to the rule, which states that the max win from a no deposit bonus (a bonus that does not require a deposit to activate) is 75 AUD. However, we often make exceptions for our players and allow to withdraw x2 of this amount, as it happened in this case - 150 AUD. This rule is still valid, but we have changed the rules and differentiated max win limits according to the type of bonus.

As far as I understood from the screenshots attached above, it means that the rules did not specify what type of bonuses Level 5 FS belong to. Because of this the player may not have realized which limit works in this case. We have taken this into account and corrected this omission in the rules.

If you are going off your max win rule, you state in your terms that max win from 2nd deposit bonus is $4000. Why was this not applied if your saying that is your rule?

Here are your terms at the time and also your updated terms. If you apply the rules in other bonuses why do you choose not to follow in this bonus?

What happens now branislav? Been waiting a couple weeks for a reply and voodoo still haven’t answered all your questions again correctly. I don’t feel like this is making any progress with them at all.

The response of I can check my available withdrawal amount by going in and checking it. You can clearly see in my screenshots I have done that as I even requested multiple withdrawals before the last one at a higher balance which means I could see there was no locked funds.

Greetings all,

I am sorry for the delay.

First, I would like to clear up the situation and circumstances around the Level 5 FS and the cap applied to them.

I was digging a bit, and I was able to find a previous version of the casino's Bonus Terms and Conditions (using public archives of websites on the internet), which were available on the casino's website on February 11, 2025, so they were applied to the user's winnings at the time he accumulated them.

So, considering the part of the rules provided by anthonyfrancisall above, I found the correct version of the casino's Bonus Terms and Conditions. However, the complainant provided us with a screenshot of these rules without the first one (which is in the casino's Bonus Terms and Conditions for the entire time).

Then, looking at the same screenshot from the user, it is clear that the casino states that "the maximum winnings that will be paid out" (the maximum cashout) resulting from "level up" (besides others) bonuses is limited to the maximum bonus amount.

Therefore, regardless of the maximum cashout being 75 AUD or the bonus amount (around 60$ the user managed to accumulate from this bonus), it appears that the casino left more in the user's balance than he was eligible for - his balance was capped to 150 AUD at the time the wagering requirements were met, and his balance was higher than the maximum cashout. Although it is not clear whether it was a mistake or not, or whether the casino is really generous, and simply leaves a 2x maximum cashout amount in players' balances as a gesture of goodwill, I think we can close this issue completely. Based on the casino's rules and limits (current or valid/applicable at the time the "issue" occurred), the user was left with more than he was eligible for.

Dear Voodoo Casino Team,

Now, again -> the situation around the 2nd deposit bonus and the maximum winnings/maximum win/maximum cashout rule, and their application, because it is still not completely clear, and there are several questions you have not answered sufficiently or at all so far...

"When wagering requirement is completed all player`s money unlockes and player gets and option to make a withdrawal requests."

Since you stated above that the maximum cashout of "20x the bonus amount (50 x 20 = 1000)" was applied to the user's disputed winnings, I will stick to it, and we will require clear answers and information for the following:

• What was the exact amount the complainant had in his balance when the wagering requirements for the 2nd deposit bonus were met? Was he allowed to withdraw this balance at this point?
• What was he supposed to do if he decided to continue playing with this balance?
• If the casino requires players to withdraw such funds and deposit them back to the casino to continue playing (upon meeting the wagering requirements), without bonus rules - was the user additionally/sufficiently informed (at least a pop-up/notification) that in case he would continue playing, the Bonus Terms and Conditions would still apply, until a successful withdrawal? If so, can you please provide us with a screenshot of such an announcement and part of the casino's rules where it is also clearly stated?
• What happened with the user's withdrawal of 4,000 AUD, and what happened with the rest of his winnings/balance of approximately 1,300 AUD before the balance adjustment and starting playing with the bonus winnings resulted from Level 7 FS?
• Considering the fact you mentioned (the real money is exhausted first), do I understand correctly that his play after meeting the wagering requirements for the 2nd deposit bonus was considered a play with a real money (withdrawable) balance, as basically the game logs themselves indicate, because it appears he was allowed to start playing with winnings accumulated from other bonuses only later, after the balance adjustment (removing the rest of his withdrawable winnings of 1,300)?
• At some point, the user's balance was allegedly adjusted to 1,000 AUD, but it is not shown in the game logs. When did it happen, how was the balance adjusted, and what happened with these 1,000 AUD?

Please note that this has already been taking too long. Therefore, if you do not answer all the above questions clearly or sufficiently, again, I will be forced to close the complaint as unresolved, and the casino's safety index on casino.guru will be adequately affected.

If needed or it is more convenient for you, feel free to reply via email ([email protected]).

Thank you for understanding. Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Can constantly see casino active in another thread while making this stretch out for months and literally getting no where. This should only take a couple conversations to come to a solution. Will take the complaint further once you say it’s ready 👍🏻

Dear anthonyfrancisall,

Yes, it appears that the casino is not interested in resolving your issue anymore. Moreover, they have not even sufficiently answered my questions, although I repeated them in the thread several times so far.

Unfortunately, I am afraid there is not much that can be achieved without cooperation from their side. Therefore, now I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, there is one more option for how you can try to resolve your issue or speed up the process - you can contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law/regulations. Feel free to find more HERE or our article about regulators' complaint processes generally HERE.

In addition, although the casino does not state any ADR, I found the information on the casino website that they also recommend turning to AskGamblers as a possible way to submit an official complaint, which could be worth a try if you have not yet. You can find more information and the link to the relevant AGs forms HERE.

In case of any questions or news from the regulator or other alternative dispute resolution, do not hesitate to contact me at [email protected].

I am sorry I could not be of more help on this occasion.

Best regards,

Branislav, Casino.Guru