Self limiting tools not working, Support ignoring Responsible Gambling policies
Voozaza offers to impose Responsible Gaming limits by oneself. As I have been struggling with controlling my gambling properly before, I thought I would set a limit of €25 before my first deposit. I did so via their "Limits" tab, as per their Responsible Gaming guidelines. After having imposed my limits, I got a message saying "Changing limits can be done once per week", which to me implied my limits were set. I then went on to deposit €25 and lost them. I immediately fell back into old patterns and wanted to deposit more than initially intended. Out of despair, I just gave it another try and to my surprise, I was very well able to deposit. I lost control and deposited €125 in total before my antics came to a halt.
I went to their Limits tab again, as I was certain that I had implemented my limits before my first deposit, yet to my surprise my Limits tab was entirely empty. In my mind, this sort of errors should not happen, considering Responsible Gambling should be taken with paramount importance. I immediately tried to permanently block my account, via their Limits tab aswell, as this is also a feature VooZaZa offers - or at least that's what I thought. I was hardly surprised this did not work either. Their entire Limits tab and hence Responsible Gaming guidelines are simply a set-up, as they are not working at all.
On the same evening, I got in touch with their e-mail support, as their on-site Live Chat was anything but helpful. I have informed them about the situation and asked for a refund of my deposits after my initial deposit of €25, as I did everything in my control to uphold my limits by setting them on their site manually, as per their Responsible Gaming guidelines. The support has neither closed my account by now nor responded to my request. It's been ten days since then.
Only after my antics, I also came to realize that the indications on your site that VooZaZa would actually be licenced by a Curacao licence is straight up wrong. While they are saying so themselves on their site, there is no proof of that nor any seal to proof their legitimacy, which also removes my option to contact their licencee personally to inform them about the operator, as there simply isn't any.
Frankly, I doubt this complaint will lead to anything, I simply wanted to vent and warn people of their site, as their entire Responsible Gaming section is a set-up and not working at all.
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