Voodoo Casino - Player’s account closure request has been ignored.

Hi

Since June 2025, I have repeatedly requested that Voodo casino permanently block my player account due to gambling problems. I sent my first request by email over 10 times and then followed up multiple times, both to customer support and to the email address provided to me by a live chat agent. Unfortunately, the casino ignored my requests for a few weeks.

Despite my repeated requests, the casino continued to allow me to make deposits. I received confirmations of successful payments, and my account remained active. As a result, I kept depositing money even though I had clearly asked for my account to be blocked.

The VIP agent kept ignoring my requests and kept asking me to stay on the casino. I kept requesting my account to be closed. They approved this finally and only closed it for 48hrs and emailed me saying it was opened when I never requested this. I emailed requesting closure again and have been ignored

I am requesting a refund of all deposits made after the date of my first account closure request dating back to June 2025

thanks

Dear player,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you

I have emailed you 4 emails with all of relevant information as requested.

Dear player, I kindly ask you to forward all the account closure requests you sent to the casino, including the one from June 2025 to which the VIP manager responded. Please include the entire communication, not just selected parts — this will help us better assess the timeline and the casino’s handling of your requests.

Additionally, could you please clarify the following:

• When was your account first closed?
• When and under what circumstances was it reopened?
• Was it reopened as part of a cooling-off period, or did you specifically request this?
• Is your account currently closed or active?

Thank you very much in advance for your cooperation. The more complete the documentation, the better we can assist you.

Hi

I have emailed both emails from the VIP agent and the Support agent.

They said at the start that they never received my requests but a VIP agent responded to the request. They continued to keep offering me to stay.

I have the right to have my account closed for any reason and they should respect my request and privacy as to why I wished to have my account closed.

They closed my account on the 15th July and wished me all the best and reopened the account on the 22nd July without out me requesting this. They said it was a cooling off period which I requested it to be closed again and they never responded. Yes the account is still open.

Thanks

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Quuen1, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Voodoo Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi Matej

Thanks for your message

that would be great if the casino could view this and admit that they have done wrong.

I have requested many of times for the casino to block my account permanently due to gambling issues and they ignored my request many occasions and also tried to bribe me with free spins and free $$ and told them I had a gambling issues and still did not close my account until one day in July actioned my request but re opened my account with out my approval.

do you require anything else from me?

thanks

Dear Quuen1, I have reviewed the evidence you have already sent to my colleague Dominika, and for now there is nothing more required of you.

Just to manage your expectations correctly, I have to make you aware that the first official mention of gambling problems was made by you on 10th July. Unfortunately statements like "losing too much money" and being in a "bad financial situation" do not count as gambling issues, therefore 10th July will be our official point of reference going forward. This is simply because many disgruntled players (after a heavy loss) start mentioning their bad financial situation to their VIP managers, to get offered a juicy bonus. Therefore, for the sake of fair play, we require gambling addiction to be mentioned in some clear form, to be able to help further.

With the above being said, the casino has sent me an e-mail and initiated the conversation, I will now reset the timer while waiting for their reply. Once I hear back, an update will be posted here to keep everyone appraised of the current development.

Ok thank you that’s understandable

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.

Hi

Thank you

didn’t you say they had replied to your email?

They did, but ever since I provided the details they asked for, I have not heard back, sadly. :(

Dear Quuen1,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

Lastly, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej

We’ve reopened this complaint at the request of Voodoo Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Quuen1, the casino representative got back to me stating, that you have not finished the initiated self-exclusion. According to the message, you have received a temporary week-long block to finish the KYC procedure and get your account blocked permanently, but neither the procedure was finished, neither prolonging of the block was requested. Furthermore, it has been stated you have not mentioned gambling issues, therefore the support team took it as a regular closure. Cn you please confirm this or give me more details regarding this situation? Thank you very much.

Hi

Thank you for re opening this

I sent all the relevant information and they then wished me luck and closed my account. They never emailed me asking for anymore information. Nor did they tell they were closing it for a cool down period until they opened it. I have sent all relevant emails to you. I have tried to log into the account and they have now closed the account so obviously they have the relevant information . This casino have lied to me on many occasions about never receiving any emails from me requesting account closure but they replied to them trying to keep me as a customer.

DONT believe what they are saying!

Dear Quuen1, have you ever received a response to your original self-exclusion request sent on 10th July, please? And do you still have the response after providing the personal details, stating that the account has been successfully closed? The casino claims you have never sent them, so if you did, any evidence can be sent to me directly at matej.l@casino.guru.

Hi

I have just sent you 2 emails with the information they requested to block my account and the email that they approved the blocked account and wished me luck

Thank you very much, I got both of your messages. Once I hear back from the casino representative, I'll post an update here.

Thanks

I have asked the casino representative for an update via e-mail. I will reset the timer for the secondary period, and hopefully we'll hear back from them in time. I will then request another update in next few days, before the end of the second 7-day period. If there is still no response by then, the complaint will have to be closed as unresolved again. :(

Thanks for the update I appreciate it

Unfortunately, once again the casino representative stopped responding. I have given him multiple chances, sent couple of e-mail reminders and even prolonged the timer more than is our standard, but to no avail.

Dear Quuen1, I am really sorry for raising your hopes in vain, and for that I apologise. I have truly hoped the casino has decided to work on this case and was ready to bring this matter to a close. I was wrong. :(

I find it unfair towards the player to reopen the case, just for it to be closed with the same outcome few weeks later. To prevent this situation from repeating, I will no longer reopen this case at the Voodoo Casino's request, unless we first have a thorough conversation with the casino, I have my questions answered and some kind of resolution is agreed and acted upon.

Dear Quuen1,

I have been contacted by the casino representative again, and over the last few months we have extensively discussed the matter via e-mails. I did not want to re-open the case for the third time, and rise your hopes up needlessly, if we could not find a solution. We have discussed the two main issues of the complaint, and arrived at the following:

• Regular account closure "forever"

Originally, you have requested a regular account closure, not mentioning gambling addiction being the reason. When asked about the length of the closure, you stated "forever". Later, the account has been reopened without your consent. After a lengthy conversation, I must admit that in cases of regular closures it is assumed the player is in full possession of their faculties and reopened account is not posing any kind of threat. You could inquire why the account is reopened and asked to get it closed again, while not making further deposits. This is something I can’t argue against. I myself have couple of old video gaming accounts open and dormant for decades now, as I no longer wish to play those games, so I do not pay for subscription. Same principle applies here.

• Self-exclusion due to gambling addiction

Later on, you have requested self-exclusion, stating gambling addiction as the reason. This has been done properly on your end, and the casino failed to act in time, leaving your account open longer than we believe necessary. The situation has been later rectified, but from the cashier history provided by the casino, it was established that you are eligible for a refund of 450 AUD, which were deposited during the time your account should have been closed. The casino is willing to refund you this amount.

First, please let me know if you agree with the above and would consider it a fair resolution of your complaint.

Then, please send an e-mail to david@voodoo.casino with subject: "Unresolved Casino Guru complaint" and provide the following information:

Account holder's name: X (full name should be provided)

Account holder's address: X (physical address: city, street, building, postal code)

Account holder's email address: X

Account holder's date of birth: X

Bank name: X (full name of bank)

Bank address: X (physical address: city, street, building)

Account number: X 

BSB: X

SWIFT (or BIC): X

If you have any additional issues or questions, please share them here with us and I’ll do my best to get the answers for you.

Hi

Thanks for reopening this case

I’m pretty sure it is more that $450 that was deposited. Have you been sent any history to prove that it was only $450?

Thanks

I've been given total sums of deposits and withdrawals for the time after the account should has been closed. To ensure certain players do not misuse self-exclusion policy and our pro-player stance, we always allow certain amount of time to process the request. This is also to comply with the law and regulatory checks necessary to be made before the account is closed. Also, any withdrawals made during the time when we believe the account should has been closed are deducted from the deposit amount, to ensure fairness for both sides when processing refunds. However, in your case there were no withdrawals.

The amount of 450 AUD is the amount deposited after the self-exclusion request where you also mentioned gambling addiction, that the casino received.

If you think this is not correct, before you send your banking details, please check your payment provider statement for deposits to the casino between 11/08/2025 - 10/10/2025. If you send the banking details, casino will take it as agreement to the 450 and that will be it for them.