The player from the Netherlands had requested a withdrawal six weeks prior, but had not received his winnings. Despite multiple attempts to contact the casino through chat and emails, no responses had been received. The player's account was verified and he had provided all necessary documents and evidence. We had tried to mediate the issue with the casino, VooZaZa, however, the casino did not respond to our attempts for communication. As the casino operated without a valid license and didn't refer to any ADR service, there was no gaming authority to turn to. Consequently, we marked the complaint as 'unresolved',.
VooZaZa Casino - Player's withdrawal has been delayed.
Black points: 472
Amount: €3,110
VooZaZa Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
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10 months ago
Good morning
still no payment for November 5 and 6 received various chat contact every time the same answer the next few days you will get it 47 days later since last week no more chat contact possible various emails sent no response at all no good feeling about this experienced by guru in September finally got money
willem
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10 months ago
Hello grotestorm,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with VooZaZa 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
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10 months ago
hi
chat casino week ago they say few days you get the money now not possible to chat
i have upload docs account verified and the payouts screenshot also I have chat contacts for you
thanks for the help, wish you and your family and friends a Merry Christmas
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10 months ago
Dear grotestorm,
Happy Holidays as well. Please forward the mentioned evidence to nikolas.b@casino.guru.
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10 months ago
Translation
Good afternoon
First of all, I wish you a good and healthy 2024
documents sent to you, many thanks for taking the time to help me
Greetings William
Automatic translation:
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10 months ago
Dear grotestorm,
Happy Holidays as well and thank you for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Hello there,
Thank you grotestorm for providing us with all the information. I hope we'll be able to resolve this issue together. I have to warn you that it seems to be a common practice of VooZaZa Casino to ignore us completely in our attempts to mediate any kind of issue but we are still trying nonetheless.
I would now like to ask VooZaZa Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.
Thank you!
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9 months ago
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.
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9 months ago
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,
Peter
