VooZaZa Casino - Вывод €800 игроком задержан на VooZaZa.

Hello,

I made my second deposit (80 euro) at Voozaza a few weeks ago with a bonus code. I wagered the bonus and sent in the documents so my account got verified. I issued a withdrawal for 800 euro (max withdrawal 10x bonus). The withdrawal is still pending today though. When I ask chat they say they dont handle withdrawals and that finance department got a backlog of processing and are trying to catch up. I tried sending email but it doesnt getter answered. I have not made any withdrawal from the casino prior to this.

Kind regards / casinoswe

Dear casinoswe,

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?

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

Hi Petronela,

Thanks for taking up my complaint.

Yes the withdrawal is still pending in my account. I requested it 17 november so it should be about 22 days ago. I have not made any withdrawal prior to this one.

Kind regards / casinoswe

Here is a screenshot of the status.

Thank you very much, casinoswe, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello casinoswe,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear VooZaZa Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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 casinoswe,

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,

Michal