Hello, I am living in Germany and I made a deposit at Voozaza Casino over 4 weeks ago. My account is verified, yet it is impossible to play even a single game. I haven't received any response from Support or any replies to my emails.

Hallo ich lebe in Deutschland und habe vor über 4 Wochen bei Voozaza Casino eingezahlt. Mein Konto ist verifiziert und trotzdem ist es nicht m?glich ein einziges Spiel zu spielen. keine Antwort vom Support oder auf emails

Dear Miri83,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VooZaZa Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you asked the casino to refund you your deposit since you are unable to play? With what result?
• Could you please forward your recent attempts to contact the casino to my email at [email protected]?

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,

Tomas

Good day,

Yes, I asked the casino to refund me the amount but I haven't received a response yet. I'll be happy to send you the email

Guten Tag,

Ja ich habe das Casino gebeten mir den Betrag zu erstatten aber ich habe bis heute noch keine Antwort erhalten.ich sende ihnen die Mail gerne zu

I can see you sent several emails to [email protected]

I checked the website and I found this:

Have you contacted [email protected] ?

With what result?

Hello, I am unable to click on support on the site.

I am not redirected to the page as usual, I jump straight out of the menu and have the selection bar again

Guten Tag, auf der Seite ist es mir nicht m?glich den Support anzuklicken.

Ich werde auf der Seite nicht wie üblich weitergeleitet bei mir spring ich direkt aus dem Menü raus und habe wieder wldie Auswahlleiste

Have you sent the mail to the email address I indicated? With what result?

I have sent the same emails and I still get no response

Ich habe dieselben E-Mails geschickt und ich bekomme weiterhin keine antwort

Thank you very much, Miri83, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) 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 Miri83,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a VooZaZa Casino representative to join this conversation and participate in resolving this complaint.

Dear VooZaZa Casino,

Could you state why the Player is unable to play any casino games?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

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,

Stefan, www.kpvfaw.com