HomeComplaintsVoodoo Casino - Player's balance disappeared without explanation.

Voodoo Casino - Player's balance disappeared without explanation.

Amount: €120

Voodoo Casino
Safety Index:High
Submitted: 13 Dec 2023 | Case closed : 08 Jan 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

10 months ago

The player from Lower Saxony had deposited Litecoin (LTC) into the casino and after playing a game on a Belatra slot, his balance had unexpectedly dropped to zero from about 2 LTC (approximately 120€). The player had been using an active bonus at the time of the incident, but he didn't provide access to his gaming history or further details about the bonus. Despite our attempts to gather more information, the player had failed to respond to our queries. As a result, we were unable to investigate further, leading to the complaint being rejected.

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11 months ago
Translation

I had deposited LTC and was playing a Belatra slot. My balance was well over 2 LTC (at the time about 120€). Suddenly, after 1 spin, my balance went down to zero. I did not violate any bonus conditions, and I was playing on a very low stake. Both the Casino and Belatra history can attest to this. Out of the blue, my balance disappeared, and no one seems to take responsibility. There has been no refund. I've been waiting for at least 3 weeks now. Even the VIP Manager has not responded to my complaints. It's just a scam.

Automatic translation:
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11 months ago

Dear autonym1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Voodoo Casino.

I checked the screenshots you submitted, but unfortunately, the change in balance (before and after a bet) information is not visible.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Do you have access to your gaming history where your active balance is recorded?
  • Have you played with an active bonus at the time of the incident?
  • If there is any correspondence with the casino representative or support on the topic, please forward the information to my email at tomas@caisno.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas


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11 months ago
Translation
  1. Do you have access to your game history, which records your active balance?


No, unfortunately this casino does not show this in the history.


2.Were you playing with an active bonus at the time of the incident?


Yes

Automatic translation:
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11 months ago

Have you reached the wagering of the bonus sometime before the balance on your account disappeared?

Could you please specify what kind of bonus you activated? If you have a screenshot of the bonus and its rules, please share it here or send the information to my email.

Please also send me the correspondence between you and the casino about the issue. My email is tomas@casino.guru

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10 months ago

Dear autonym1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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10 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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