The player from Florida had been waiting for over a week for a payout from the casino. His account had been verified on September 28th, 2023, and he had utilized a welcome bonus for his winnings. However, the player hadn't received any response from the casino's customer support, despite his repeated attempts to contact them. After more than 14 days of waiting and no contact from the casino, we had decided to step in and assist the player. We had contacted the casino asking for an explanation regarding the delay in the player's payout and the absence of response from their customer support. Despite our efforts, the casino had failed to respond. As the casino had been operating without a valid license and didn't refer to any ADR service, we had marked the complaint as 'unresolved'. This could have negatively affected the casino's rating and potentially led to a change in their approach.
VooZaZa Casino - Player's withdrawal is delayed.
Black points: 185
Amount: $900
VooZaZa Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
Hello, I am from Germany and I have been waiting for over a week now for a payout from voozaza.
Hello webse1984,
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
So the verification took 5 days. It has been completed and approved since September 28th, 2023. So I was verified. I used the welcome bonus, which I also implemented. And 3 days ago I had the last contact with live support. Since then there is no longer any live support that I can ask. The button for live support is gone.
I asked live support how long the payout would take and he said there was nothing he could do except report it to the casino as urgent. I wrote an email to customer support the day before yesterday but haven't received a response yet
Hello webse1984,
As withdrawals may take up to 14 days which have now passed, can you please advise if there was any update regarding your case?
So I've been waiting longer than 14 days. In addition, live support was blocked for no reason that I knew of. And the emails to support all remained unanswered. Greetings Kurt
As you can see, I have been waiting for the payout since September 28th, 2023. In addition, all support was blocked for me. I can't even write emails to support anymore. And to date I have not received a response to my previous emails.
Hello webse1984 and thank you for the update. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Dear webse1984,
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
I would like to thank you in advance for your efforts. Thanks to the whole team at Casino Guru
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,
Stefan
