VooZaZa Casino - プレイヤーの出金が遅れている。

I'm not receiving responses to anything I write to the casino. I've submitted all the required documents but I'm not getting any reply, even when I send emails to the casino. I'm starting to fear that I'll never get the money. Could you please assist me?

Jag får inte svar på något av vad jag skriver till casinot. Jag har skickat in samtliga dokument men jag får inte svar, när jag skickar email till casinot. Jag börjar bli rädd att jag aldrig kommer få pengarna. Kan ni snälla hjälp mig?

Dear Mash92,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Kristina, I understand, but I get no answer from them at all. It has been 3 days now.

Kära Kristina, jag förstår men jag får inget svar av dom överhuvudtaget. Det har gått 3 dagar nu.

Its been soon a week, no answear or any contact from the casino. I have not used any bonus and i have sent all the doucments to them.. but no answear

Its now over a week nothing happens … no email no conformation , nothing . Please help me

Got verfieyd today! So am waiting for the withdrwal if i see it , i Will post here and you guys Can close this!

uppdate i won 700 more euros , so total withdrawl is now 1400 euro. I am fully verfied , i didnt use any bonus or anything. I am wating for my withdrawl of 1400 euro , i will update if i will get the money ....

no withdrwal no nothing , no eamil , still waiting.. acount fully verifyed , no bonus , raw cash .... 1400 euro in my acount , still pending

I'm still waiting for my withdrawal...

jag väntar fortfarande för mitt uttag ...

Dear Mash92,

Have you received your withdrawal from the casino yet?

No, unfortunately, the casino does not respond to my messages...

Nej tyvärr , casinot svarar inte på mina meddelande …

Thank you for your reply, Mash92. Do I understand correctly that this was your first withdrawal attempt? What is the current status of the withdrawal request? Is it marked as pending or processed in your casino account? Could you please post a screenshot of your withdrawal history here?

Yes it is my first withdrawal, I have been waiting since 2023-10-05 , I was verified and then the casino canceled my withdrawal , I played a little and got up to 1400 euros after the casino canceled my withdrawal after I was verified , I made another withdrawal on 2023-10-15 , I still get no answers and the chat says they can't help me.

Ja det är mitt första uttag, jag har väntat sedan 2023-10-05 , Jag blev veriferad och sedan så avbröt casinot mitt uttag , jag spelade lite och kom upp till 1400 euro efter att casinot avbrutit mitt uttag efter att jag blev verifierad , jag gjorde ett nytt uttag 2023-10-15 , jag får fortfarande inga svar och chatten säger att de inte kan hjälpa mig.

I now see that my first withdrawal was from 2023-10-04, when it was the first time I deposited money there..

Jag ser nu att mitt första uttag var från 2023-10-04 , då det var första gången jag satte in pengar där..

Thank you very much, Mash92, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Mash92,

I've just reviewed your case and am sorry to hear about these issues with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear VooZaZa Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's withdrawal requests are still pending? When can the player expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

the casino doesn't answer my messages , live chat says they don't handle payments.... i've been waiting for 21 days now

kasinot svara inte på mina meddelanden , live chat säger att dom inte har hand om betalningar.... jag har väntat i 21 dagar nu

Still nothing.. i havent got antthing , and no respond either.... i havent used any bonus , raw cash , i am verifyed , but the dont pay me my money ....

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 been promised the money today or tomorrow , i will uppdate when the money is in my acount , but am still wating!

Hi Mash92, thank you for the news. As you can see, the casino hasn't reacted to your complaint yet, however, it's good to hear that you were informed about your withdrawal to be processed in the personal communication with the casino support.

So please, let us know if you'll receive your funds soon.

hi , unfortunately I still haven't received my money.... I'm still waiting

hej , jag har tyvärr fortfarande inte fått mina pengar.... jag väntar fortfarande

Hi , am still wating for the casino to give me the money , i will uppdate if i get the money.

Dear Mash92, would you please specify when your withdrawal request was processed by the casino?

The casino has not processed my winings, they told me last week i Will get it last week but nothing has happend….

Dear Mash92, I have tried to contact the casino repeatedly but as you can see it never reacted to your complaint. 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,

Natalia