Voodoo Casino - Игрок считает, что вывод его средств задерживается.

On the 12th/2/25 I used the second welcome deposit bonus offer and received $50 bonus. There terms and conditions state maximum cash out of bonus is X20 of the bonus unless stated otherwise. Although the terms and conditions of the bonus used states that max win is $4000.

I finish wagering requirements with still around $4000 in balance. Bonus was removed and balance was not altered and said entire amount withdrawable. I have then therefor played for for over another day using thousands and had two other bonuses applied from vip levels stating that the locked winnings are used as created new funds.

Balance was upto $8500 when requested withdrawal of $4000. While $4000 is pending my balance I was playing with was $1500 when my withdrawal got denied and overall balance changed to $1000.

They stated balance is locked from bonus finished multiple bonuses beforehand and that I can not use these funds in anyway to create more balance to withdraw and only to withdraw $1000. I don’t see how it is still locked. Have photos of some things thought might be helpful later down the road.

Dear anthonyfrancisall,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Sorry it’s not just been delayed. It’s been denied and they dropped my balance.

Also have a new complaint with the same casino. From playing with funds from the previous complaint, I earnt loyalty program level free spins. Using the level 5 free spins I received a bonus of $60.6. I reviewed the terms and conditions of bonus and met all of the wagering requirements and there was no specific terms for bonus about max winnings. So based on the general terms of the casino it is stated that winnings from a free spins bonus is maxed at 10x the initial bonus sum. So my max winnings should be locked at $606. As soon as I beat the wagering requirements my balance went from over $600 to $150. I contacted support and showed evidence of their terms and asked why my balance was dropped. They stated that the bonus had its own specific terms. I showed them that for that bonus I have the terms and it’s not stated. They said they know it’s not stated and are working on it, can they do that? That is misrepresentation and surely is breach of their contract. This is two bonuses now that they have confiscated funds even when I provide them the terms stated. Have photos of terms and conversation with support.

Dear anthonyfrancisall,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Yes my withdrawal has been done processed but my issue was the limit in my winnings which was lowered drastically other than what was stated in the terms. Information is provided in my photos and post.

Dear anthonyfrancisall,

Is it possible to forward your full betting history to nikolas.b@casino.guru for further review - if there is any?

Please send it to nikolas.b@casino.guru.

Awaiting your response.

Regards,

Nick

Have just received a log, email sent.

Thank you anthonyfrancisall for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

No worries ready to send any information needed. Thankyou.

Hello, anthonyfrancisall,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Voodoo Casino team,

Considering that the complainant already shared his gaming history/game logs with us, could you please provide us with a detailed explanation of the situation and the events that took place there? Why have the user's winnings been forfeited?

Can you provide us also with the exact rules which were applied in this case and where we can find them, also specific rules valid for the bonuses in question if there were any? It would be appreciated if we have this information for the second welcome deposit bonus and also for bonuses related to change of level.

Thank you.

Thankyou for your help, would like it fixed as soon as possible. Let me know if there’s any other information I can supply.

What happens if they don’t reply in the timeframe?

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.

Extending the timer by a few more days after contacting responsible contacts manually outside the thread.

Thank you for your patience and understanding.

As for your question (I am sorry, I overlooked it before), anthonyfrancisall, the complaint will be closed as unresolved, the casino's safety index will be decreased accordingly, and I will recommend you contact the regulator with further instructions.

However, I believe the responsible person will get back to me with the requested. Let's stay positive and patient for now.

Thank you for your patience and understanding.

Dear Branislav and anthonyfrancissal,

The player has correctly stated that his balance has been corrected according to the bonus win limits, which are always stated in the Bonus Terms & Conditions. https://www.voodoo.casino/bonus-terms-and-conditions 

Unfortunately, at the moment we have slightly changed the limits of maximum winnings from the bonus. Therefore, I will provide the following information according to the rules that were in effect at the time of the player's situation: 

As indicated in the screenshot from anthonyfrancisall, the maximum winnings from a deposit bonus (a bonus whose activation requires making a deposit) is 20x the bonus amount (50 x 20 = 1000). These rules were introduced initially and the player accepted them at the time of registration. We often make exceptions for our players, but we cannot always turn a blind eye to our rules. At the moment, we have changed the description and the limits on winning from different types of bonuses. Everyone can read them at this link - https://www.voodoo.casino/bonus-terms-and-conditions . 

The maximum winnings that will be paid out resulting from birthday, cashback, level up, welcome, referral bonuses is limited to the maximum bonus amount. 

We are very sorry that anthonyfrancisall had a negative experience while playing with us. However, we try and do our best to bring you fun while playing. If you still have any questions or need more detailed information, our support will be happy to help you via Live Chat or Email.

Here it is stated that max win from bonus is $4000. Where your main terms stated "unless otherwise specified". So it is then specified otherwise? These terms shall be honoured.

And would love to chat more but live chat and email hasn’t ended well for me as can see.

And no worries branislav, thankyou for helping 👍🏻

Greetings all,

Thank you both for your replies and the additional information.

Dear Voodoo Casino Team,

We will definitely need more information and details regarding the situation and circumstances because the casino's proceedings make no sense at all.

Can you please provide me with the following:

• How exactly does the casino apply the "max win" rule and maximum cashout ("The maximum winnings that will be paid out")? When/At what moment is the "max win" amount applied, and what is the meaning of this limit if the casino applies the maximum cashout limit later anyway? Is it not a bit misleading to provide players with completely useless information/limit (Max Win for Bonus part: 4,000 - from the casino's Bonus Terms and Conditions) if the casino later applies a much lower limit to the players' winnings anyway? When/At what moment is the maximum cashout limit ("The maximum winnings that will be paid out") applied, and where are players informed about it?
• Do I understand correctly that once the wagering requirements for a deposit bonus are met, the balance is moved to a normal/real money/withdrawable balance? If so, are such winnings capped by the maximum cashout and only the maximum cashout limit is moved to the real money balance, or does the casino leave all winnings still available for further play, in the real money balance, letting players to continue playing, and then, the casino simply decide when it will cap the winnings and apply the maximum cashout limit ("The maximum winnings that will be paid out")? How does it work?
• What is the difference between the "Max Win" and the "maximum winnings", as you call it - which should be 20x the bonus amount at the time the player used the bonus? Why should any of these limits have been applied to the user's winnings if (if I understand it correctly from his game logs) he was under both limits at the time he met the wagering requirements, and all the bonuses are non-sticky? Shouldn't those funds be simply considered real money/withdrawable balance? If bonus rules should have been applied to his winnings after meeting the wagering requirements, are players sufficiently/additionally informed about it? Or - what should players do if they want to continue playing with such funds? If the casino expects them to withdraw such funds and deposit them back to continue playing, how are they informed about it?
• The player claimed that the disputed winnings were accumulated with the 2nd welcome deposit bonus, which his game logs confirm, and you mentioned the maximum cashout limit of 20x the bonus amount from his screenshot, which should have been correctly done (you call it "the maximum winnings"). The next rule in the same screenshot (the same Terms and Conditions) says that the max cashout from a welcome bonus is limited to the maximum bonus amount, despite specific rules for this bonus saying that the max win is 4,000 €/$. Specific rules usually prevail. According to the rule you mentioned in your post, the player should have received the maximum cashout of 50, but the casino corrected his balance to 1,000. So, can you explain how and according to what and why does the casino apply and which limit? To be honest, it makes absolutely no sense for now.
• Can you explain in detail the process of a play with a deposit bonus - from the moment of claiming/activating a deposit bonus, through a play with real money, a play with bonus money, how players see their balances (real money/bonus balance), how bets are deducted from the balances and how winnings are credited to the balance, how wagering is counted, what happens upon meeting the wagering requirements, what the "Max Win" for the 2nd welcome deposit bonus means and when it is applied, what "the maximum winnings" (I think it is generally the maximum cashout limit) mean and when this limit is applied?
• The full Bonus Terms and Conditions that were on the casino website at the time the user registered at the casino and accepted them, the information whether they changed between his registration and claiming the 2nd welcome deposit bonus and "level up" bonus (and if so, how players were informed that the casino changed its Bonus Terms and Conditions), and if they were changed - the full Bonus Terms and Conditions valid at that time.
• I saw the user's game logs, but not all important things are clear from the data - can you please provide me with his game logs in a readable form and highlight important rows and put there also notes, what happened at those points?

At least for the user's game logs with notes, feel free to use my email (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.

Here I found a very similar incident from another casino that was under the same management. The mistake was resolved so I can’t see why this one can be too? I’ve still been using the casino vaguely and deciding to use as primary depending on the out come. If the max winnings from the bonus is capped at $4000 that’s fine but you can see I played with thousands after wagering requirements were met and my balance even dropped to a thousand before I got it back up to 8 thousand which wasn’t used with bonus applied funds. I respectfully believe the winnings should be returned? Would like to get this resolved. Thankyou

https://casino.guru/slotman-casino-player-encountered-an-issue-with-withdrawing

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.

Greetings all,

Since the casino has quite a high safety index on casino.guru, and they commented on the thread before, which means the casino representative receives our email notifications and is able to reply directly here without issues, and there may be a different reason why they did not respond within the standard time frames, now I am extending the timer once again, providing the casino with another 7 days to reply on top of our standard processing times for complaints.

However, please note that if no one from the casino provides us with the requested information/details in any way, here or outside the thread, or does not respond at all, until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.