VooZaZa Casino - Вывод игрока был отложен.

Voozaza.com has not processed my bitcoin withdrawal request from 11/05/2023. I would like them to process my request for $USD55.

Dear tableplay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly (based on your transaction history) that this is your second withdrawal request? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, I have passed the verification procedure. Please see the uploaded screenshot which shows this. Yes this is my second withdrawal request. I completed my winnings using a deposit bonus.

thanks.

Thank you very much for your reply, tableplay. Could you please advise how many days it took to receive the last withdrawal? Did you use the same withdrawal method in the past?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi Kristina, it took 2 days to receive the last withdrawal. I used the same withdrawal method in the past (Bitcoin). Yes I tried contacting the casino regarding this issue. I have forwarded you the e-mail I sent them on November 9th (no response).

Thank you very much, tableplay, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello tableplay,

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

Thank you Michal and Kristina.

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 tableplay,

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