VooZaZa Casino - Вилучення гравця відкладено.

Hello, I am from Germany and I have been waiting for over a week now for a payout from voozaza.

Hallo bin aus Deutschland auch ich warte jetzt schon über 1 Woche auf eine Auszahlung bei voozaza.

Hello webse1984,

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

So the verification took 5 days. It has been completed and approved since September 28th, 2023. So I was verified. I used the welcome bonus, which I also implemented. And 3 days ago I had the last contact with live support. Since then there is no longer any live support that I can ask. The button for live support is gone.

Also die Verifizierung hat 5 Tage gedauert. Ist ist seit dem 28.09.2023 fertig und genehmigt. Also Verifiziert wurde ich. Ich habe den welcomebonus genutzt den ich auch Umgesetzt habe. Und vor 3 Tagen hatte ich den letzten Kontakt mit einem live Support. Seit dem gibt es auch keinen live Support mehr den ich fragen kann. Der Button für den live Support ist weg.

I asked live support how long the payout would take and he said there was nothing he could do except report it to the casino as urgent. I wrote an email to customer support the day before yesterday but haven't received a response yet

Ich habe den Livesupport gefragt wie lang die Auszahlung noch dauert er hat gesagt das er nichts machen kann ausser es dem casino als dringlich zu melden. Eine Mail hab ich dann Vorgestern auch noch an den kundensupport geschrieben aber bisher keine Antwort bekommen

Hello webse1984,

As withdrawals may take up to 14 days which have now passed, can you please advise if there was any update regarding your case?

So I've been waiting longer than 14 days. In addition, live support was blocked for no reason that I knew of. And the emails to support all remained unanswered. Greetings Kurt

Also ich warte schon länger als 14 Tage. Zudem wurde mir der livesupport gesperrt aus keinem mir ersichtlichen Grund. Und die e Mails an den Support blieben auch alle unbeantwortet. Gruss kurt

As you can see, I have been waiting for the payout since September 28th, 2023. In addition, all support was blocked for me. I can't even write emails to support anymore. And to date I have not received a response to my previous emails.

Wie man sieht warte ich seit den 28.09.2023 auf die Auszahlung. Zudem wurde mir der komplette Support gesperrt. Ich kann nichtmal mehr e Mails schreiben an den Support. Und auf meine bisherigen e Mails hab ich bis heute keine Antwort bekommen.

Hello webse1984 and thank you for the update. 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 webse1984,

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 please 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

I would like to thank you in advance for your efforts. Thanks to the whole team at Casino Guru

Ich bedanke mich schon jetzt für eure Bemühungen. Danke an das ganze Team von Casino Guru

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