Hello, 

This is with regards to a withdrawal request made at VooZaZa Casino last weekend. First, I had to get the support of your team to get my deposit after waiting multiple days after my bitcoin payment was confirmed as received (which happened after 10 minutes). I then had to contact them when $90+ "disappeared from my account balance which took a couple days for them to acknowledge. Now, have a lucky weekend last week (and already having my kyc docs uploaded and verified) I submitted a withdrawal request for $1500.  While lcb has their payout time listed as 48 hours, they have it plastered all over their own website as being 24 hours. Well it's been 5 full business days and nothing. I can't contact them and live support can't tell me anything. Mind you I have only one account, I had no bonuses involved with my deposit and my documents were verified. There's nothing for them to "investigated" here and from the other comments I've read about this casino they regularly seem to take over a week for such things...I've yet to hear that they fulfilled their end and paid out (but that may just be because people tend to not follow up and post that in forums).
my casino account id: rboyce212
my withdrawal request was made Sunday night.

i notified support today that I would take the following actions if someone did not follow up with me by tomorrow: 
 

message below:

Hello,
I thought I'd give you a heads up before I post reviews on TrustPilot and Sitejabber and reach out to the better business bureau over the weekend. It's been five full business days since a withdrawal request was made from a verified account. That alone is false advertising. But for a business to make claims and advertise one-business-day payouts for crypto purchases and not have the decency to notify their customers at any point when they couldn't meet their claim, or when it's taken 2x, 3x, 4x or even 5x longer than they advertise...is simply terrible customer service, poor business acumen and completely unprofessional behavior. It's one thing to not honor your agreement, but to not even notify your customers and offer a simple apology and set their minds at ease by confirming receipt and providing them with an updated estimate time is something that future customers will want to know about. So, I'm giving you this info to pass along to them since you claim to have nothing to do with the billing side. I'll wait until tomorrow to see if I get a response or to see if you fulfill your end of the deal before I start leaving feedback throughout the internet and the B.B.B.
thanks

Hello rboyce212,

We will reach out to Casino Rep again in order to help you with this issue.

Keep you posted for any updates.

Thank you.

I am in the same situation. And I dont know what can I do.... I have a pendig cashout since 04.10.2023...no answer to any email..

Hello treswitteki,

Could you please send us your Casino Username via private message so we can reach out to Casino Rep in order to help you?

Thank you in advance.

I also recently registered at this casino, I haven’t made a deposit yet. I’ll wait until this situation ends. I also don’t want to wait a week or even more for the payment. And I hope the author will be withdrawn soon. And success.

Hello treswitteki,

Thank you for sharing your credentials. We will notify Casino Rep in order to help you with this matter.

Keep you posted.

Hello rboyce212,

Casino Rep got back to us and said that you've been paid. Cashout amount is 80USD because it originates from cashback.

With that being said we will mark this case as Resolved.

Oh hell no...The had to pay me $90 for their glitch. They paid me the money they owed me. This is THEFT!  100%
I have proof of everything that occurred. Just because they had to give me the money that was missing from my account doesn't make it any less than the money I originally deposited from them. I have screen shots and emails to back everything up. This is not an acceptable resolution and I will not go down without taking this casino with me.

Again, this credit was returned to my account because I had screenshots taken from their system that showed my balance after a win, but then it showed my balance was short by $94 after. They reviewed the transactions to confirm that my balance was missing these funds and credited my account for the money that was taken erroneously and returned my balance to what it was from my original deposit. they can call it what they want, but I was playing my balance. It took them a week to come up with this ridiculous excuse to try and steal my money even after everything I did to make sure they couldn't cheat (no bonuses on my account). Yet, they still just did it anyway.
 

From: <[email protected]>
Date: Fri, Oct 13, 2023 at 11:33 AM
Subject: missend win
To: <[email protected]>

This email is delivered by HelpDesk

Hello rboyce212,

We will forward your concerns to Casino Rep in order to double check. 

Keep you posted.

@Berks, 
I'm a little concerned about who's interest you are protecting here. Why would their excuse be an acceptable resolution here?  And why would you consider this Closed or Resolved?  Even if what they said was true (and it isn't), how would them sending me $80 be acceptable for a payout that should have been $1500?  This makes no sense to me at all. I understand that you want to keep a good relationship with this merchant (I managed the Client Services department for a company that had both merchants and customers to service.), but I don't understand how their resolution would be acceptable in any situation. They are keeping $1420 of my funds...there were no bonuses on my account...I broke no rules. How is this anything other than theft???

Rich

Wow that sounds so crazy 

 Sorry you went through that.

Thank you for the warning ⚠️ 

Hello rboyce212,.

We have to tell you that we are not biased and we do not take sides, and we always look to protect our members and try to help. Regarding your case, Casino Rep has sent us proof that the $1500 winnings are from cashback. The cashback amount was $8 and the Casino has a rule that for such promotions the max cashout is 10x, so the maximum that can be withdrawn is $80. With that being said, we are not able to influence their rules, so that's why we marked this complaint as Resolved.

Thank you for understanding.

@Berks
Again, this is a lie. I'm assuming you are aware that casinos don't give cashback when a player has withdrawn or has a pending withdrawal request. They are only for when you lose all of your deposit. If they showed you proof then it was either falsified information or they slipped $8 into my account without me knowing...which is VERY unlikely. But even if, it wasn't like I used their $8 to win $1500. How does that even make sense.

A casino can't deposit unsolicited money into my account and use that as an excuse to not payout when I already had plenty of money in my account. Otherwise, (and perhaps this is the scam they are running) they would send all of their players unsolicited money routinely and use those funds as an "out" or excuse not to pay anyone.  

You can see what I'm saying here? I challenge them to use that in a court of law and watch them get laughed out of the room. 

Still I'm saying "bs" on this claim...I'm fairly certain they did not send me $8...if they did, it was not requested, I was not notified, nor did I want it...and it wasn't needed for my wins.  Lastly, it makes absolutely no sense that I used a cashback amount of $8 because cashback is paid out at 10%...

DAILY CASHBACK

EVERY DAY

You know very well that I deposited $100...and this is where they are BUSTED!
You know this because you had to reach out to them to get them to post my deposit. I'm seeing a pattern already with this casino. 

If they sent me cashback, it would have been $10, NOT $8 ....they aren't even good at lying!   

Please advise.

Thanks 

Is anyone else buying this?  please reach out to me...I'm dying to know what others think of this one.  And thank you all for the support and private messages.  It's helpful to know that I'm not fighting this fight for myself only. 

Here's the missing image where it says Cashback daily:

I forwarded that post over to them as well. So, I'm guessing they'll have time to work out a new lie to tell. 

and why wouldn't this casino send this proof to me...or even acknowledge my withdrawal request or anything about this situation. I have not had a single correspondence with them besides the completely unhelpful live chat agents. If they think I'm not serious about this they may want to think again.  If they're not paying me for what I rightfully earned, I will make it a mission to let EVERYONE I can reach online aware of their practices. I hope they have a spare llc lying around because they're going to need a rebranding in a couple months. It's really an awful name to begin with...I'd be doing them a favor.

Hello rboyce212,.

Thank you for a deep clarification. We will check once again with Casino Rep in order to help you. 

Keep you posted.

Hello treswitteki,

We still didn't receive any response from their side regarding your case. We will remind them again.

Keep you posted for any updates.

Thank you for your patience.

They actually responded to the post that i forwarded them. That was the first communication from them since before my withdrawal. Although, it does not show in the history of my transactions, deposits, withdraws or bonuses, I asked them shouldn't their $8 unsolicited cashback have been considered null and void when they returned the missing money to my account 2 days later?

If they did, what they say they did by putting $8 in my account. they have to realize that when they credited my account for the $94, the cashback should have been removed...And I'll never actually know because none of that info is available to me on their website. You can see how adding $8 and then adding a credit two days later is concealing those funds? With no notification about cashback being sent to me and no cashback listed in my transactions, bonuses or deposits section...the only conclusion you can come to is that this money is given for the sole purpose of refusing to payout customers "if" they try to withdraw.  

But as far as I'm concerned, I'm fairly sure when I returned to gamble after my funds were returned with the $94 credit, that my balance was NOT over $100...which it would have been with their cashback.  Regardless,  you can't put bonus money into player accounts without their request or at the very least without informing them.

That is not a legally binding reason to withhold funds.  I never agreed to any bonus, I don't play bonuses, so there bonus requirements don't apply in this case. 

I'm awaiting their response

@Berks

I appreciate you not giving up on me. I'm hoping now that the line of communication has began, they will continue to respond. 

Rich

Hello rboyce212,.

We are not giving up, just waiting for an updated clarification from Casino Rep. 

Keep you posted.

Hello rboyce212,.

Casino Rep got back to us, and we will provide you with the updates when we get the clarification.

Thank you.

Hello treswitteki,

Casino Rep got back to us and said that you will be paid either today or latest tomorrow.

Let us know when the money hit your account.

Hello rboyce212,.

After a very detailed review by the whole management of VooZaZa Casino the result is positive and you will be paid the whole amount of $1420.

They said that you can expect the funds tomorrow. 

Please let us know when it happens.

I can't thank you enough. I'm so happy thery havre done the right thing. I really appreciate it.

Thank you Berks,

I will let you know when I receive it. The cashout status is still in pending on the site.

Hopefully something will happen today.

Adam

FUNDS RECEIVED. ONCE AGAIN THANKS FOR ANY AND ALL ASSISTANCE WITH THIS @BERKS

Hi rboyce212,

We are so happy to hear such a great news!

Enjoy your winnings! 

We will mark this case as Resolved!

Berks, should I open a case? I am still waiting for my winnings.

Hi treswitteki,

We are waiting for your feedback! Once you get the winnings please inform us here.

Thank you.

its still in pending status... I am still waiting...

Berks, Could you ping them again for me? 

Thank you.

Hey treswitteki,

Sure, we will ping them again regarding this case.

Keep you posted.

Hi Berks,

Is there any news about my cashout? It was promised to last Wednesday.

Thanks,

Adam

Hey treswitteki,

We are still without any new information so we will remind them again now. 

Keep you posted.

Hey berks do you know anything about my withdrawal with is pending for 42days alredy?

Hello maxsas2008,

Unfortunately we are without any proper information regarding the withdrawals 

They block my from live chat 3days ago so i can't contact anymore anywhere..

Anything new? Anybody that got there money? Am still wating its day 50 now.

Hello maxsas2008,

Unfortunately we are still waiting for an update from their side. Once we get it we will inform you.

Thank you for your patience.

It's just crazy how casino unreasonable doing, from October 4 have bin waiting for my cash out and nothing no information about that at all just pending... i haven't use any bonus or anything..

its easy to do without licence.

the casino doesnt payout anymore`?

Hello dear members,

Unfortunately due to lack of response we will consider to put this Casino on warning list. It's unacceptable to delay or even not to pay the players at all. Sorry that you encountering this kind of issue. Our hands are tied at the moment. 

when will you guys blacklist this casino ? so no more players gets scamed? its dangerus , they dont pay and they take the ducoments , that evently will be sold at the black market

Hello Mahmoud Haidar Abdulrahman,

We still don't know when exactly that will happen, we are waiting for a decision. As soon as we get the right information, we will let you know. 

Thank you for understanding.

I am also still waiting for any answer. Still getting the same answers: Backlog, Long queue, they have no influence to the cashout, they understand the frustation of waiting for late payment, they are not working on weekend. So nothing changed....

Its SCAM for sure. But if I am looking this situation as a selfish(I am not) player its good if other players can deposit. Maybe if new players  lose I can get my winnings after 60 days...

But to be honest. This site should be backlisted ASAP.

Hello treswitteki,

Sorry for the late reply.

Can you please update us on your case, did you receive your winnings or should we reach out to the casino again in hopes we will get a reply?

Thanks in advance for your response!

Hello treswitteki,

Any update?