VooZaZa Casino - Player's account verification and withdrawal have been delayed.

Hello, I am having problems with voozaza casino. I opened the account on 29th of Semptember, the same day I uploaded all the documents for verification. They state they process KYC within 24 hours, ir rare case 48hours. After a week none of my documents were verified. I contacted live chat but they just told they are not responsible for this, so I sent an email to support. However, now it has been almost 2 weeks and the verification is still pending, same as my withdrawal of 680eur. Now I have sent them 3 emails in total but haven't received any reply. Live chat continues saying the same, they do not have any info about it and they will pass this to appropriate department, but once again, nothing happens.

Dear laurislatvis, 

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 advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Thank you for your reply.

I uploaded all the required documents on 29th of September. The same day I opened the account. I uploaded my passport, bank statement and proof of deposit. I am sure there is nothing wrong with the documents as if there was they would have been rejected or casino would have contacted me. My biggest fair is they do not even reply to my emails. I contacted them 3 times already.

Live chat says they see all the documents uploaded but they are not responsible for verification.

the casino's terms state they process the verification within 24 hours, and in rare cases in 48 hours. My case is almost 2 weeks now. So they are simply not acting according to their own terms.

And once again, the biggest problem is they don't reply to emails. My account is working and I can keep playing but I do not want to do that as I think that is another reason why casinos are trying to stall the withdrawals.

I hope if the casino sees the complaint they will start at least communicating, but now they are simply ignoring me.

And as you wrote I understand the KYC procedure is important and I am not a new player so I know that casinos have this procedure and sometimes it takes a few days. But not 2 weeks, when the casinos states they process it in max 48hours.

Thank you very much, laurislatvis, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi laurislatvis,

I've just reviewed your case and am sorry to hear about this issue with the verification of your account. I will try to help you by contacting the casino. We'll see what can be done when it replies.

Dear VooZaZa Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What are the reasons for not verifying the player's account for quite a long time? Could you also explain why the player hasn't received any responses to their emails?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 laurislatvis,

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,

Natalia