VooZaZa Casino - Player experiencing delay in account verification and withdrawal issues.

I am having issues with account verification. My identification was verified immediately. However, the address and proof of transaction payment have still not been processed. The live chat keeps giving the same response ("we will send it to our team to check"). I have sent several emails, which have not been replied to. A smaller amount than the original was in my account after the withdrawal was cancelled.

Dear cool3r,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents have been sent to the casino in order to verify your address and payment method?
• Do I understand the status of these documents is 'pending' for verification?

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

Best regards,

Tomas

My account is now confirmed and I made a withdrawal. I hope there will be no problems with it now

I am glad the verification of your account was successful. Could you please specify the status of your withdrawal attempt? I'll await your response.

Yes

payout pending.

Dear cool3r, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

nothing has happened

Thank you very much, cool3r, for your cooperation. I will now transfer your complaint to my colleague Lilo (lenka.s@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 cool3r,

My name is Lilo and I will be handling this case. I would like to request the presence of a representative from the casino in this conversation as well.

Dear Voozaza Casino,

Can you kindly provide additional information regarding the pending withdrawal and clarify the situation?

Thank you in advance.

Sincerely,

Lilo

Nothing happened with my pending withdrawal. This is today answer from live support ::"We in live support do not process withdrawals and have no influence over them.I forwarded it now to finance department. The colleagues have a backlog of processing and are trying to catch up as quickly as possible".

Same answer week after week.I have sent many e-mails, but I have not received an answer back.I believe that my withdrawal will not be processed.

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.

the withdrawal is still awaiting processing

Dear cool3r,

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,

Lilo