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 nikolas.b@casino.guru for further review - if there is any?

Please send it to nikolas.b@casino.guru.

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 (branislav.b@casino.guru) 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.