VooZaZa Casino - Player's withdrawal has been delayed.

Not paying out. Support not answering.

Dear treefiddy1111, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

Have you made any successful withdrawals before? YES

Could you please confirm that you have passed the KYC verification? YES

Have you accumulated your winnings with or without an active bonus? With bonus



now they removed my cashout and my money is gone.

Could you kindly specify what type of bonus you took? Please send here the link or the screenshot of the bonus.

Have you received any explanation from the casino as to why your withdrawal request was canceled? Has the balance of €580 been returned to your casino account or has it been forfeited?

I can't see any bonus history. The bonus was given to me by them.

No explanation, they ignore every email from me.

All my money is gone.

Thank you very much, treefiddy1111, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you treefiddy1111 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask VooZaZa Casino for their help in resolving this complaint. We would like to know why were the player's funds confiscated and what can we do to help resolve this issue.

Thank you!

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.

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