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

Hi,

I registered to the site on 04.10.2023. On the same day I deposited 100 euro and won 1000 euro. On the same day I uploaded all requested documents(my identity is verified). Since then they are not answering to any email. The chat allways give the same answer 'they are not responsible of this'.

I have sent more then 4 email without any answer. I still can login into the site. the worst thing is they are ingorning me.

Adam

Dear treswitteki,

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

I am trying to fully cooperate with the casino but they are ignoring me. First email has been sent on monday and still waiting for a reply.

My cashout has been cancelled without any reason. I ask the support and they said they its cancelled because my account is not fully verified. I really dont understand whats going on...

update: My account is fully verified. But I had to make a new cashout...

I am still waiting...

Dear treswitteki,

Have you received your withdrawal from the casino yet?

No, I have not received my payment. I didn't get a reply to any of my emails. They always say in the chat that they have no influence on the payouts. I have asked for the email address of finance several times, but they never give it to me.

Thank you for your reply, treswitteki. Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Dear Kristina,

3 email has been sent to you.

About bonus: Yes It was my first deposit. I kept all rule and they know that.

I deposited 100 euro+bonus and won 2800 euro.

They just removed 1800 euro from my balance because of this rule:

3.3.4 The maximum winnings from deposit bonuses are 10 times the deposited amount.

So thats why I only win 10x100euro ->1000 euro.

Adam

Thank you very much, treswitteki, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear treswitteki,

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 VooZaZa Casino representative to join this conversation and participate in resolving this complaint.

Dear VooZaZa Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

🙁

Do they have licence?

Dear treswitteki,

I am afraid the casino is not licensed. But let's wait for the casino's response.

Your patience is much appreciated.

Kind regards,

Stefan

Dear treswitteki,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan