The player from North Rhine-Westphalia had complained about being unable to play any games at Voozaza Casino despite having a verified account and making a deposit over four weeks prior. After several unsuccessful attempts to contact the casino, we had tried to invite a representative from VooZaZa Casino to join the conversation and resolve the complaint. However, the casino did not respond within the set time frame. Due to the lack of cooperation from the casino and its operation without a valid license, we marked the complaint as 'unresolved', which might have negatively affected the casino's rating.
VooZaZa Casino - Player unable to play any games after deposit.
Black points: 40
Amount: €10
VooZaZa Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.2
VooZaZa Casino has a Safety Index of 3.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
Public
Public
10 months ago
Translation
Hello, I am living in Germany and I made a deposit at Voozaza Casino over 4 weeks ago. My account is verified, yet it is impossible to play even a single game. I haven't received any response from Support or any replies to my emails.
Automatic translation:
Public
Public
10 months ago
Dear Miri83,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VooZaZa Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you asked the casino to refund you your deposit since you are unable to play? With what result?
- Could you please forward your recent attempts to contact the casino to my email at tomas@casino.guru?
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,
Tomas
Public
Public
10 months ago
Translation
Good day,
Yes, I asked the casino to refund me the amount but I haven't received a response yet. I'll be happy to send you the email
Automatic translation:
Public
Public
10 months ago
I can see you sent several emails to info@voozaza.com
I checked the website and I found this:
Have you contacted support@voozaza.com ?
With what result?
Public
Public
10 months ago
Translation
Hello, I am unable to click on support on the site.
I am not redirected to the page as usual, I jump straight out of the menu and have the selection bar again
Automatic translation:
Public
Public
9 months ago
Have you sent the mail to the email address I indicated? With what result?
Public
Public
9 months ago
Translation
I have sent the same emails and I still get no response
Automatic translation:
Public
Public
9 months ago
Thank you very much, Miri83, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
Public
Public
9 months ago
Hello Miri83,
I am so sorry to hear about your problem with the casino. 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 state why the Player is unable to play any casino games?
Thank you in advance for providing the information.
Kind regards,
Stefan
Public
Public
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.
Public
Public
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,
Stefan, Casino.Guru
