VooZaZa Casino - Se ignora la solicitud de retiro del jugador.

I tried out this casino and played. The gaming experience was inconsistent, and most games didn't load properly. I complied with all the wagering requirements and requested a withdrawal, also uploading all necessary documents. I haven't received any response. Their live chat isn't available at all and they simply don't respond to emails. I'm starting to think my money is lost.

Habe dieses Casino ausprobiert und gespielt. Ging hoch und runter aber kaum ein Spiel hat geladen. Habe die Umsatzbedingungen erfüllt und eine Auszahlung beantragt sowie sämtliche Dokumente hochgeladen. Ich erhalte keinerlei Reaktion. Live Chat ist gar nicht verfügbar und auf E-Mails wird einfach nicht reagiert. Ich glaube mein Geld ist futsch

Dear marcuslandwehr92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello. I have not received any response via email. The payout was only requested 4 days ago but I don't receive an answer because of kyc or anything else. They just don't answer.

Hallo. Ich erhalte keinerlei Rückantwort per Email. Die Auszahlung wurde vor 4 Tagen erst beantragt aber ich erhalte keine ant wegen kyc oder auch sonst. Sie antworten einfach nicht.

I fully understand your frustration, marcuslandwehr92. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

All right, I'll wait. So far I have had no response to my emails

Alles klar ich werde warten. Bislang habe ich keinerlei Reaktion auf meine emails

Hello marcuslandwehr92,

• Have there been any developments since our last conversation, please? 

Thank you.

The casino still has my Kyc documents but I receive no response via email. Despite multiple attempts, I receive no response

Das Casino hat weiterhin meine Kyc Dokumente aber ich erhalte keinerlei Rückmeldung via Email. Trotz mehrfacher Versuche erhalte ich keine Antwort

I'm sorry for the late reply. Thank you very much, marcuslandwehr92, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of VooZaZa Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Thank you! There is still no response and my payment is pending

Vielen Dank! Auch weiterhin keinerlei Rückmeldung und meine Auszahlung steht aus

Hello marcuslandwehr92,

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 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

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, Casino.Guru