Voodoo Casino - Los retiros de los jugadores se han retrasado y rechazado.

I made a withdrawal on 24th October 2024. Till this day I haven't received a cent. I have been in contact with casino chat and also my VIP Manager. I have all correspondence between the operators and myself and the emails between my VIP Manager and myself. I was told to go to my bank and get whatever necessary documents were required for the payout process. I received emails congratulating me on my successful win.

I tried to withdraw the whole amount but the casino has a limit of $4000 per withdrawal so I withdrew 3x $4000 and 1x $2500. The withdrawals were accepted and then a couple days later rejected. I had one of the online chat consultant tell me that the money was credited to my casino account and I played it out. There is no record on my transaction history of that ever occuring. I won the money fair and square and haven't received a cent. I have complained and it's got me nowhere. I hope that this can be sorted easily and I get what I am entitled too.

Hello Maree19,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Voodoo 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

Hello

Yes my account was verified my winnings were won by real money and I speak to th a casino on a regular basis

Hello Maree19,

Would it be possible to forward the communication between you and the casino related to this case before we would try to contact them?

Please send it to nikolas.b@casino.guru.

Looking forward to hearing from you.

Regards,

Nick

Sure there is quite a few emails

Thank you Maree19 for all the information provided. 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 Maree19,

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 Voodoo Casino representative to join this conversation and participate in resolving this complaint.

Dear Voodoo Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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 Maree19,

I have contacted the casino representative outside of the complaint thread. Let's hope they will respond as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Dear Maree19,

We apologize for the long wait for a response from us. According to our information, you had several unsuccessful attempts to withdraw your winnings of 14500 AUD (4000 х3 + 2500). However, they were all unsuccessful due to incorrectly entered information in the withdrawal request form. Since the payment method was Bank Transfer, it consists of two steps: confirmation by the casino and processing of the withdrawal by the bank. As far as I can see, your withdrawals were confirmed on the casino side (the notification emails were received by you). But your withdrawals were canceled on the bank side because of incorrect information entered and money was credited to your account. After each unsuccessful attempt you contacted us in Live Chat and our support managers helped you to create a correct withdrawal request, indicating what information was wrong and where you can find out the exact, correct information to create a withdrawal. Also, after the last unsuccessful attempt to withdraw your winnings you were sent an email from our manager asking you to create a new withdrawal and enter the correct information. However, according to your game history, you did not create a new withdrawal request and continued playing. We are always happy to help our players and one of our strengths is fast and reliable withdrawals. If you still have any questions or need any more information - our support is always happy to help you. 

Have a nice day!

Dear Voodoo Casino,

Thank you for your response and the information you have provided.

Dear Maree19,

Do you have any funds left in your casino account? If so, could you follow the casino's instructions and request a withdrawal with the correct information?

I'll be awaiting your reply.

Dear Maree19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello just respo ding to your email no I don't have any funds in my casino account although I have deposited and withdrawn since this and have had no problems doing so. It has been a much smaller amount and had no dramas with those.

Hello,

In a recent msg you sent me you asked if I had money in my casino account? I made a deposit and had a win. I withdrew the winnings $500 with no problems. The winnings were sent to the same account that I have used all along. Yet when I won the large sum the casino have told me it's the wrong account. My withdrawal yesterday proves the casino wrong.

Dear Maree19,

Thank you for your response and the information you have provided.

Do I understand the situation correctly that you have successfully withdrawn your funds? Can we close the complaint as resolved?

I'll be awaiting your reply.

No I have never been paid for my winnings. I have deposited since this and won and there was no hesitations in paying that. It was only $500 but I had no dramas with that.

It's the large winnings which I haven't received

Dear Maree19,

Do you still have the funds in your casino account?

I'll be awaiting your reply.

I have replied to this msg 3 times now. No I do not still have the funds in mu account I withdrew them successfully to my account which the casino said the account number was wrong hence why they haven't paid me the money I won back late last year.

Dear Maree19,

Could you please state what happened with the 14500 AUD? You have entered this amount as a disputed amount here in a complaint.

I'll be awaiting your reply.

I won the money on the 24/10/24 and made 3 x $4000 and 1 x $2500 withdrawals the casino kept rejecting my withdrawals and saying it was the wrong account. I went to the bank and got a letter stating the account was correct and that I had been making the deposits to my casino account from my bank. I then had a lady from chat say to me that the funds were transferred into my casino account. I can access my casino account transaction history and the $$14500 is the only tra section that doesn't show. Till this day I have never received my money and I won it fair and square.

Dear Maree19,

Could you provide us with the bank statement from your account from the 24/10/24 till today? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

I have just taken screenshots of my account from the 24/10/24 till today 23/04/25 is that suitable?

Dear Maree19,

Thank you for your response. I am afraid the screenshots won't be sufficient. It would be best if you provided us with an official bank statement in PDF format.

I'll be awaiting your reply.

Dear Maree19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Stefan, I have sent you a direct email to stefan.m@casino.guru with my 3 bank statements

Dear Voodoo Casino,

I was provided with the bank statements from the player and it appears that the player hasn't received any payments from your side. Could you provide us with the bank account information where the funds were sent? You can send me this information to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

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.

So no answer from casino I see so is this how they make there money by ripping people off I've provided everything u asked for to cop kick in guts and say if they don't reply u will just close complaint it will affect there ratings they don't give shit as long as they make money the money I won means nothing to them but would of made big difference for me but I'm a no body so they just get away with it Regards maree

Hi Stefan,

As I mentioned before, money was not sent to the player due to incorrect input information. Money came back to player`s balance at Casino. Maree19 was informed via Live Chat and Email that her cashout was unsuccessful and we have asked her to double check input information and make a new one. There is a technical time delay between cashout gets a final status and reversal is made, because payment team checks and process it manually (Bank Transfer reversals only).

Hello Maree19,

Could you please double-check the information provided for the bank transfer and request another withdrawal?

I'll be awaiting your reply.

Dear Maree19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

As I have said before my account is still the same the mo.ey comes from my card which is attached to account it is still the nothing has changed since my winnings in October last yeah I have won money after that to the amount of 1500 750 350 and it has been paid into my card so what else am I suppose do I've attached my bank details letters from bank now I'm at loss u just keep saying it was reversed but I have never had any proof of that there is nothing in my transaction history only what you have said on your side I've asked for paperwork from you to show me but nothing it's just u don't want to my my winnings which is wrong on all levels

Dear Voodoo Casino,

Are there any alternatives to a bank transfer for withdrawing the player's funds?

I'll be awaiting your reply.

Hi Stefan,

For Australian players there are 3 options for a bank transfer withdrawals, also it`s available to cashout winnings with a Crypto (available for crypto deposits only).



Dear Maree19,

Have you deposited crypto into the casino recently? If so, would you be keen to use this withdrawal method?

Alternatively, could you please provide the casino with your bank details one more time? It appears that there had to be some typo. Please provide them with the correct details.

Please let me know once you do that.

I'll be awaiting your reply.

Hi Stefan,

In response to your comment is there a direct email that I need to send my bank details or do I just send in chat?

Regards

Maree19

Dear Voodoo Casino,

Could you please provide us with an email address where the Player can contact you regarding the bank details?

I'll be awaiting your reply.

Dear Stefan,

Player can contact us with a support@voodoo.casino email. There is no need to send us the player`s bank details. It`s needed for a player to make a withdrawal request. We receive information about incorrect data from the payment provider that the information entered is incorrect\in the wrong format.

Dear Maree19,

Could you please request a new withdrawal using the correct bank details? Please let me know once you do that.

I'll be awaiting your reply.

Hi Stefan,

I CAN NOT make a withdrawal as my casino balance is showing zero, and I used my card when making my deposit I am unable to add my bank details I don't know why the casino is asking for them when every other withdrawal I have made with the casino they have sent via bank transfer. They have all my details.

I logged into my account with my response

Dear Voodoo Casino,

Could you please explain what happened to the Player's 14500AUD? Why is the Player's balance at zero? The player is unable to request any withdrawal when his balance is null. Please assist the player as soon as possible; this case is already taking too long.

Thank you for your understanding.

Dear Stefan,

As I mentioned earlier, when the withdrawal was canceled and the money was returned to the balance, the player lost it playing games.

Regards,

Voodoo Casino

As I said they have told me that they reversed the amount I won but still to this day I have never seen anything in my transaction history at all so they expect me to just take there word I have had enough of this bullshit so what are they trying to hide this is not right the way I have been treated it's been 8mths and they just keep putting it off and giving me run around regards maree

Dear Voodoo Casino,

Could you please provide us with the player's transaction history and game log? So we can confirm this information? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

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.

Hi Stefan,

To obtain a player's transaction history, the player must make a request to us by email, after which we will be able to provide this information to the player.

Unfortunately, according to the rules, we can only do this. We apologize for the inconvenience.

To make a request, the player needs to contact us at support@voodoo.casino and we will request the relevant information.

We will provide the player with her transaction history and then the player can provide it to you.

Regards,

Voodoo Casino

Dear Maree19,

Could you please request your complete game log and transaction history? Let me know once you receive it. Then you can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Maree19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru

We’ve reopened this complaint at the request of Maree19. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Maree19,

Could you please provide me with the game log? I have already received the transaction history from your side. You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

I don't understand what you mean by game log and what you want me to provide

Dear Maree19,

I would like you to ask the casino support for the gaming history, which is called the game log. Could you please resend it to my email address stefan.m@casino.guru once you receive it?

I'll be awaiting your reply.

Hi Stefan,

I have contacted the casino in regards to the gaming log you requested. They still haven't forwarded it to me which makes it hard for me to send to you.

Regards

Maree19

Dear Voodoo Casino,

Could you please inform us when the player will receive the game log from the casino support?

I'll be awaiting your reply.

Hi Stefan,

The casino has not sent me the gaming log that you requested

Maree19

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.

As to date I can see the casino has not responded and its seems that you will close complaint as unresolved after nearly a year back and fourth of emails and everything you requested I provided that I have achieved nothing which I find is very unfair is it because I'm only middle class person and you are million dollar company that you decided not to respond but seemed different when I deposited money into your casino then when I won different story again refused to pay come up with every excuse they could throw at me which isn't right think they thought I would not pursue this but wrong I deposited money won money and never seen cent that's not good way to do business so they just decided they didn't want to pay me regards maree 19

Dear Maree19,

I have contacted the casino representative outside of the complaint thread one more time, and I hope we will receive their response very soon. I will extend the timer by an additional seven days. Your patience is much appreciated.

Dear Stefan,

As far as I can see, there are no requests for a game log from Maree19 to support.

There are several conversations, but no requests for a game log. 

Dear Maree19,

Please, make a request to support@voodoo.casino to get a game log.

Dear Maree19,

We need you to request a game log from the casino using support@voodoo.casino to investigate further. I kindly ask you to cooperate with us, otherwise, we will be forced to close the complaint as rejected. Thank you very much for your understanding.

Hi,

I have requested a copy of the game log like I was asked. I was instructed to email support@voodoo.casino no-one has responded to my email I don't know what else to do.

Regards

Maree19

Dear Maree19,

Could you please resend the document and CC me in the email? We will have proof that the email was sent to the casino support.

Your cooperation is much appreciated. I'll be awaiting your reply.

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 Maree19,

I hope this message finds you well.

I wanted to follow up and ask whether you have received the game log from the casino. As of now, I have not received any email or update from your side.

I look forward to your response.

Hi Stefan,

I have sent them emails and cc'd you also but I still haven't received anything from them.

Kind Regards

Maree19

Dear Voodoo Casino,

I hope this message finds you well.

We would appreciate it if you could kindly clarify why the player has not yet received any documents from your side, nor any response to previous communications.

We look forward to your prompt reply.

Dear Stefan and Maree19,

Game Log has been sent to the player some hours ago.

Dear Maree19,

I hope this message finds you well.

Could you kindly resend the game log to my email address at stefan.m@casino.guru at your earliest convenience?

I appreciate your cooperation and look forward to your response.

Dear Maree19,

Thank you for your email and for providing the requested documentation. Unfortunately, the document you submitted is not fully legible and appears to be missing section 001. Could you please confirm whether you received the file in this condition from the casino?

Your clarification will help us proceed accordingly. I look forward to your response.

Hi Stefan,

That was the way I received the file.

Thankyou

Maree19

Dear Voodoo Casino Team,

Could you please provide the player with the complete game log? The player received only a partial document, and the file provided could not be opened.

I look forward to your response.

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.

Hi Stefan,

Can you describe the issue with the player`s game log. What is missing and what file could not be opened? This will help us to correct or explain the current game log that the player received.

Dear Voodoo Casino,

I was able to access the game log; however, it appears to be missing the column displaying the current balance. Could you please provide the player with the complete game log that includes this information?

I look forward to your reply.

Dear Stefan,

I will forward all the information to the relevant department to prepare all the needed information that you have asked for. It takes some time. Thank you for your understanding

Dear Voodoo Casino,

Thank you for your response and for the information provided. Could you please inform me once the player has been provided with the game log that includes the balance column?

I look forward to your reply.

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.

Why does the casino get an extended time to provide the documents which have already been provided and if they don't reply the complaint will be closed and I will be no better off in receiving my winnings it will only effect their ratings. That's a little unfair. Also I am still making deposits and withdrawals with the casino and there is no drama when the withdrawals are approved. Is it because of the amount of money I won I opened my casino account with the same account I receive the withdrawals in today.

Dear Maree19,

Thank you for your continued patience. We regret to inform you that the document previously provided by the casino was incomplete.

We have contacted the casino and anticipate that the complete document will be sent to you directly via email in due course.

We acknowledge the extended duration of this process. Please understand that the delay is primarily due to the time taken by the casino to respond to the complaint. We are actively monitoring the situation and will notify you immediately upon any further developments.

As to date what I have recieved is nothing now have email staying Stefan is out office or on vacation this has been going on for over year now it seems that all I get is excuses I won the money which they intended to pay with congratulations and all bells and whistles then couple days later nothing said bank details were wrong I have used this account for past 15yrs I've supplied everything they have asked for and more so I cannot see what problem is I have still been playing at your casino and have won several times and there has been no problem paying to same account I have always used kept in touch but always something different how many ways do I have prove this or they just don't want do anything about it this isn't right the way I've been treated so can you please tell me it was congratulations one minute then couple days later wrong account there didn't seem to be problem depositing from my account or is it your decided not paying at all regards maree19

Dear Voodoo Casino,

Could you please provide us with the complete game log at your earliest convenience? This matter has been pending for an extended period, and we require the information to proceed with resolving the complaint as soon as possible.

Thank you in advance. I look forward to your prompt response.

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 Stefan and Maree19,

I apologize for the long wait. Unfortunately, we are still awaiting a response. I have prioritized this task so that it can be completed more quickly. As soon as we receive any information, I will let you know. Thank you for your understanding and patience.

Dear Voodoo Casino,

Thank you for the information you have provided.

Please keep us updated as soon as you receive any relevant information.

I look forward to your response.

Morning I have read the response but as this has been going on for 14months and nothing has changed as I was told there was problem with my account on your behalf well nothing has changed there is clearly nothing wrong with my bank account which I have supplied all necessary paperwork over this period of time and I find that u had made up your mind that this is the way u want to go about it so u dint have to pay my winnings what yous are doing is wrong therefore I have been in touch with solicitor in regards to this matter regards maree 19

Dear Maree19,

The casino has stated that the disputed amount was lost during gameplay. In order to verify these claims, we require a complete game log. The game log previously provided was incomplete and did not include the current balance, which prevented us from fully validating the information.

We are now awaiting the updated game log, which should be provided to you by the casino. We understand that this situation may be frustrating, but unfortunately, we must wait for the proper evidence to be received before proceeding.

Thank you very much for your understanding and patience.

Dear Stefan and Maree19,

Game log has been sent to the player.

Thank you for your patience

Dear Maree19,

Could you please resend the game log provided by the casino to my email address at stefan.m@casino.guru?

I look forward to your response.

Hi Stefan,

I have resent the game log you requested to your email. I'm unsure as to why you didn't receive it 6 days ago.

Thankyou

Maree19

The casino didn't say anything when I joined and adding money from my account to play that was all fine everything was going along great then when I won the amount of $14500 they were all congratulations and well done more emails saying your funds were on the way then all of a sudden they came back with bank account was wrong please do not take offence if my bank account was wrong as they were saying then obviously I would not of been able to deposit wouldn't that be the case so they didn't pay my winnings so how come as they say they reversed it and I played the funds all this issue is about is the fact that my bank was right and produced letters from bank to prove it was right but instead they treated like and idiot with no respect what so ever I was excited when I won as I said I was going to take my daughter on holiday with the winnings as she has terminal breast cancer but that was short lived yous do not have heart or any empathy at maybe if it was yr daughter would have been different I suppose regards maree19

Dear Voodoo Casino,

Thank you very much for the evidence provided.

I have thoroughly reviewed the game log and transaction history. According to the records, the player stopped playing with a balance of approximately AUD 14,500 on October 24, 2024, at 1:40. The player subsequently requested withdrawals totaling approximately AUD 14,500. These withdrawal transactions were later recalled and did not return to the player’s account balance.

Afterward, the player made an additional deposit of AUD 50 on October 24, 2024, at 12:24 and continued playing. Based on the evidence provided, it appears that the original balance of approximately AUD 14,500 was neither paid out to the player nor credited back to the account.

Could you please review this situation once more and advise whether there is any detail we may have overlooked?

I look forward to your response.

Dear Stefan,

As I understand, you have checked player`s recalled withdrawal attempts. But there are 4 cashouts that have a successfull status, but they were reversed back to player`s account a little bit latter. There are all information about transactions:

There are 4 Cashouts that were reversed back to player`s account:

1.Cashout 2500 AUD at 2024-10-24 09:05:59 UTC-0.

Reversal at 2024-11-04 12:58:07 UTC-0

2.Cashout 4000 AUD at 2024-10-25 08:18:57 UTC-0

Reversal at 2024-11-04 13:06:01 UTC-0

3.Cashout 4000 AUD at 2024-10-25 09:45:02 UTC-0

Reversal at 2024-11-04 13:07:35 UTC-0

4.Cashout 4000 AUD at 2024-10-25 12:55:02 UTC-0

Reversal at 2024-11-04 13:10:51 UTC-0

I also checked the information on my end and see that these "reversal" transactions are indicated in the "payments" file that the player sent you. If you need help finding this information inside the file, let me know and I will help you via email.

Dear Voodoo Casino Team,

Thank you for the additional information provided. While the recalled withdrawals do appear in the payments file, they are not reflected in the player’s game log. As a result, there is no evidence that the player wagered these funds.

Could you please clarify when and how the player lost these funds?

You may contact me directly via email at stefan.m@casino.guru. I look forward to your response.

Dear Stefan,

I have sent all evidences, description and screenshots to your email.

Regards,

David

Dear Voodoo Casino,

Thank you for your response and the clarification.

Dear Maree19,

I have reviewed the evidence provided. The withdrawals in question have bounced back to the casino account; therefore, you are not eligible for any funds from the casino.

Based on the information above, we will now proceed to reject this complaint. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that requires attention, our team is here and ready to support you.

Kind regards,

Stefan