Withholding payment of €974

I am a fully verified customer at the above casino, actually got myself verified before I made any deposits.

Having taken a deposit bonus, and actually managing to wager through it for once, I managed to get a balance of €1000 for withdrawal, shortly after this was chopped down to €550 due to their bonus T&C’s.

I put through this withdrawal on the 30th of October 2023 and it is still currently pending in my account.

As with others, I get no response to emails and get the same old response from Livechat. They’re sorry for delay, they are working on it, we don’t deal with withdrawals it’s with the finance team etc.

I have contacted them every day since I made the withdrawal as prior to even requesting it I asked their Livechat how long it would take and they confidently told me 24 hours, I’m now at 288 hours and exhausted all options.

Please help

Hi there.

I hope you are well.

Voozaza have been withholding a withdrawal since the 22nd October. My account has been fully verified.

I have followed this up with them multiple times by email, but I have not received a reply.

When I have asked on chat, I have merely been told this was handled by another department and they have a backlog and so on. But no timescale was offered.

I also made a formal complaint yesterday but I have not yet had a response, or indeed my withdrawal.

The withdrawal is for €1950

Any help you could give would be much appreciated and please don't hesitate to ask if you need anything more from me.

Thank you.

I have waited for my withdrawal for over 26 days now.

I made a withdrawal on 2023-10-04, but I haven't got anything.

My account is fully verified...... the casino doesn't answer any of my emails and the chat says they don't handle withdrawals.

I got my account verified, on 2023-10-15, so it's been 15 days since my account was verified. It's not normal, and I don't know what to do next,

Please help.

Thanks.

The amount is 1400 euros............. and I haven't used any bonus, just raw cash

Hi!

I have made one withdrawal request:

2023-10-04 19:02:35 1000 euro.

I have asked from chat about the cashout time. The answer was 24h.

I asked in chat if there was a problem and they answered that if there is a problem, they will notify me by email.

I have sent an email to them about my cashout status but I am still waiting for any answer.

Adam

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.