VooZaZa Casino - El jugador experimenta un pago retrasado por parte de Voozaza.

Good morning

I have been requesting a deposit from Voozaza for 5 days

but unfortunately it is still not bearable

My gaming account is fully verified

but they don't pay out

I sent an email, no response

I paid out 2000 euros, but I still have 9000 euros in the account balance

Could you please give me additional help

Best regards

Elvis ****

Dear elvishamza23,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Super thank you

I'll wait another week and then I'll definitely let you know

super vielen dank

ich warte noch 1 woche dann sage ich euch aufjedenfall bescheid

Was your withdrawal successful?

Is there any news you received from the casino?

Hello Thomas

still not

I made a withdrawal twice for each withdrawal of 2000 euros

and my account balance is still 17,000 euros

I am logged in today

and my account balance is at 0.00 euros

I don't know where the money is and the transactions no longer say 2 times per 2000 euros paid out, that has been completely deleted

Hallo Thomas

leider immer noch nicht

ich habe 2 mal Auszahlung gemacht pro Auszahlung 2000 Euro

und mein Kontostand ist noch 17.000 euro

ich bin heute eingeloggt

und mein Kontostand ist auf 0,00 Euro

ich weiß nicht wo das Geld ist und bei Transaktionen steht nicht mehr 2 mal pro 2000 Euro ausgezahlt habe das ist komplett gelöscht

I am sorry to hear the news, did the casino inform you why your balance was voided?

Please share any responses you received from the casino here.

Not at all, they don't report either

They told me that I have to wait another week

I didn't cancel the withdrawal

I played until Saturday

and then I wanted to log in today

I see my gaming account at 0.00 and then I see my 2 payouts gone because I don't see it at all, it says simply not rejected or paid out not at all

Überhaupt nicht die melden auch nicht

sie haben mich gesagt das ich noch eine Woche warten muss

ich habe das Auszahlung nicht storniert

ich habe biss Samstag gespielt

und dann wollte ich heute einloggen

sehe ich mein spielkonto auf 0.00 und dann sehe ich meine 2 Auszahlungen auch weg da siehst garnicht dort steht einfach nicht abgelehnt oder ausgezahlt garnicht steht

Could you please explain if you accumulated your winnings with the help of a bonus?

Which games did you play? (slots, live games)

Please send me the screenshot or a mail of your last interaction with casino support regarding the issue. My email is tomas@casino.guru

yes, I deposited with a bonus, I got 90% and then I played the slot from the provider SWINNT

yes, then I paid out 2000 euros but since January 16, 2024 I still haven't received anything

I sent an email and they don't report either.

They don't have online chat

it's just gone and my account balance is from 17000 to 0.00

ja ich habe mit bonus eingezahlt ich habe 90 % bekommen und dann habe ich gespielt slot von dem anbiter SWINNT

ja dann habe ich 2000 euro auszahlt aber seit 16.01.2024 habe ich immer nocht nicht bekommen

habe ich email gesendet die melden auch nicht.

online chat haben die nicht

einfach weg ist und meine kontostand ist von 17000 auf 0.00

Thank you very much, elvishamza23, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Thank you very much Tomas

Vielen Lieben dank Tomas

Hello there,

Thank you elvishamza23 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 winnings 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