Voodoo Casino - Player’s withdrawals have been delayed and rejected.

I made a withdrawal on 24th October 2024. Till this day I haven't received a cent. I have been in contact with casino chat and also my VIP Manager. I have all correspondence between the operators and myself and the emails between my VIP Manager and myself. I was told to go to my bank and get whatever necessary documents were required for the payout process. I received emails congratulating me on my successful win.

I tried to withdraw the whole amount but the casino has a limit of $4000 per withdrawal so I withdrew 3x $4000 and 1x $2500. The withdrawals were accepted and then a couple days later rejected. I had one of the online chat consultant tell me that the money was credited to my casino account and I played it out. There is no record on my transaction history of that ever occuring. I won the money fair and square and haven't received a cent. I have complained and it's got me nowhere. I hope that this can be sorted easily and I get what I am entitled too.

Hello Maree19,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Voodoo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello

Yes my account was verified my winnings were won by real money and I speak to th a casino on a regular basis

Hello Maree19,

Would it be possible to forward the communication between you and the casino related to this case before we would try to contact them?

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

Looking forward to hearing from you.

Regards,

Nick

Sure there is quite a few emails

Thank you Maree19 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Maree19,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Voodoo Casino representative to join this conversation and participate in resolving this complaint.

Dear Voodoo Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

Dear Maree19,

I have contacted the casino representative outside of the complaint thread. Let's hope they will respond as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Dear Maree19,

We apologize for the long wait for a response from us. According to our information, you had several unsuccessful attempts to withdraw your winnings of 14500 AUD (4000 х3 + 2500). However, they were all unsuccessful due to incorrectly entered information in the withdrawal request form. Since the payment method was Bank Transfer, it consists of two steps: confirmation by the casino and processing of the withdrawal by the bank. As far as I can see, your withdrawals were confirmed on the casino side (the notification emails were received by you). But your withdrawals were canceled on the bank side because of incorrect information entered and money was credited to your account. After each unsuccessful attempt you contacted us in Live Chat and our support managers helped you to create a correct withdrawal request, indicating what information was wrong and where you can find out the exact, correct information to create a withdrawal. Also, after the last unsuccessful attempt to withdraw your winnings you were sent an email from our manager asking you to create a new withdrawal and enter the correct information. However, according to your game history, you did not create a new withdrawal request and continued playing. We are always happy to help our players and one of our strengths is fast and reliable withdrawals. If you still have any questions or need any more information - our support is always happy to help you. 

Have a nice day!

Dear Voodoo Casino,

Thank you for your response and the information you have provided.

Dear Maree19,

Do you have any funds left in your casino account? If so, could you follow the casino's instructions and request a withdrawal with the correct information?

I'll be awaiting your reply.

Dear Maree19,

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.

Hello just respo ding to your email no I don't have any funds in my casino account although I have deposited and withdrawn since this and have had no problems doing so. It has been a much smaller amount and had no dramas with those.

Hello,

In a recent msg you sent me you asked if I had money in my casino account? I made a deposit and had a win. I withdrew the winnings $500 with no problems. The winnings were sent to the same account that I have used all along. Yet when I won the large sum the casino have told me it's the wrong account. My withdrawal yesterday proves the casino wrong.

Dear Maree19,

Thank you for your response and the information you have provided.

Do I understand the situation correctly that you have successfully withdrawn your funds? Can we close the complaint as resolved?

I'll be awaiting your reply.

No I have never been paid for my winnings. I have deposited since this and won and there was no hesitations in paying that. It was only $500 but I had no dramas with that.

It's the large winnings which I haven't received

Dear Maree19,

Do you still have the funds in your casino account?

I'll be awaiting your reply.