I made a withdrawal on 24th October 2024. Till this day I haven't received a cent. I have been in contact with casino chat and also my VIP Manager. I have all correspondence between the operators and myself and the emails between my VIP Manager and myself. I was told to go to my bank and get whatever necessary documents were required for the payout process. I received emails congratulating me on my successful win.

I tried to withdraw the whole amount but the casino has a limit of $4000 per withdrawal so I withdrew 3x $4000 and 1x $2500. The withdrawals were accepted and then a couple days later rejected. I had one of the online chat consultant tell me that the money was credited to my casino account and I played it out. There is no record on my transaction history of that ever occuring. I won the money fair and square and haven't received a cent. I have complained and it's got me nowhere. I hope that this can be sorted easily and I get what I am entitled too.

Hello Maree19,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Voodoo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello

Yes my account was verified my winnings were won by real money and I speak to th a casino on a regular basis

Hello Maree19,

Would it be possible to forward the communication between you and the casino related to this case before we would try to contact them?

Please send it to [email protected].

Looking forward to hearing from you.

Regards,

Nick

Sure there is quite a few emails

Thank you Maree19 for all the information provided. I will now forward your complaint to my colleague Stefan ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Maree19,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear Voodoo Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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 Maree19,

I have contacted the casino representative outside of the complaint thread. Let's hope they will respond as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Dear Maree19,

We apologize for the long wait for a response from us. According to our information, you had several unsuccessful attempts to withdraw your winnings of 14500 AUD (4000 х3 + 2500). However, they were all unsuccessful due to incorrectly entered information in the withdrawal request form. Since the payment method was Bank Transfer, it consists of two steps: confirmation by the casino and processing of the withdrawal by the bank. As far as I can see, your withdrawals were confirmed on the casino side (the notification emails were received by you). But your withdrawals were canceled on the bank side because of incorrect information entered and money was credited to your account. After each unsuccessful attempt you contacted us in Live Chat and our support managers helped you to create a correct withdrawal request, indicating what information was wrong and where you can find out the exact, correct information to create a withdrawal. Also, after the last unsuccessful attempt to withdraw your winnings you were sent an email from our manager asking you to create a new withdrawal and enter the correct information. However, according to your game history, you did not create a new withdrawal request and continued playing. We are always happy to help our players and one of our strengths is fast and reliable withdrawals. If you still have any questions or need any more information - our support is always happy to help you. 

Have a nice day!

Dear Voodoo Casino,

Thank you for your response and the information you have provided.

Dear Maree19,

Do you have any funds left in your casino account? If so, could you follow the casino's instructions and request a withdrawal with the correct information?

I'll be awaiting your reply.

Dear Maree19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello just respo ding to your email no I don't have any funds in my casino account although I have deposited and withdrawn since this and have had no problems doing so. It has been a much smaller amount and had no dramas with those.

Hello,

In a recent msg you sent me you asked if I had money in my casino account? I made a deposit and had a win. I withdrew the winnings $500 with no problems. The winnings were sent to the same account that I have used all along. Yet when I won the large sum the casino have told me it's the wrong account. My withdrawal yesterday proves the casino wrong.

Dear Maree19,

Thank you for your response and the information you have provided.

Do I understand the situation correctly that you have successfully withdrawn your funds? Can we close the complaint as resolved?

I'll be awaiting your reply.

No I have never been paid for my winnings. I have deposited since this and won and there was no hesitations in paying that. It was only $500 but I had no dramas with that.

It's the large winnings which I haven't received

Dear Maree19,

Do you still have the funds in your casino account?

I'll be awaiting your reply.

I have replied to this msg 3 times now. No I do not still have the funds in mu account I withdrew them successfully to my account which the casino said the account number was wrong hence why they haven't paid me the money I won back late last year.

Dear Maree19,

Could you please state what happened with the 14500 AUD? You have entered this amount as a disputed amount here in a complaint.

I'll be awaiting your reply.

I won the money on the 24/10/24 and made 3 x $4000 and 1 x $2500 withdrawals the casino kept rejecting my withdrawals and saying it was the wrong account. I went to the bank and got a letter stating the account was correct and that I had been making the deposits to my casino account from my bank. I then had a lady from chat say to me that the funds were transferred into my casino account. I can access my casino account transaction history and the $$14500 is the only tra section that doesn't show. Till this day I have never received my money and I won it fair and square.

Dear Maree19,

Could you provide us with the bank statement from your account from the 24/10/24 till today? You can send it to my email address [email protected].

I'll be awaiting your reply.

I have just taken screenshots of my account from the 24/10/24 till today 23/04/25 is that suitable?

Dear Maree19,

Thank you for your response. I am afraid the screenshots won't be sufficient. It would be best if you provided us with an official bank statement in PDF format.

I'll be awaiting your reply.

Dear Maree19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Stefan, I have sent you a direct email to [email protected] with my 3 bank statements

Dear Voodoo Casino,

I was provided with the bank statements from the player and it appears that the player hasn't received any payments from your side. Could you provide us with the bank account information where the funds were sent? You can send me this information to my email address [email protected].

I'll be awaiting your reply.

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.

So no answer from casino I see so is this how they make there money by ripping people off I've provided everything u asked for to cop kick in guts and say if they don't reply u will just close complaint it will affect there ratings they don't give shit as long as they make money the money I won means nothing to them but would of made big difference for me but I'm a no body so they just get away with it Regards maree

Hi Stefan,

As I mentioned before, money was not sent to the player due to incorrect input information. Money came back to player`s balance at Casino. Maree19 was informed via Live Chat and Email that her cashout was unsuccessful and we have asked her to double check input information and make a new one. There is a technical time delay between cashout gets a final status and reversal is made, because payment team checks and process it manually (Bank Transfer reversals only).

Hello Maree19,

Could you please double-check the information provided for the bank transfer and request another withdrawal?

I'll be awaiting your reply.

Dear Maree19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

As I have said before my account is still the same the mo.ey comes from my card which is attached to account it is still the nothing has changed since my winnings in October last yeah I have won money after that to the amount of 1500 750 350 and it has been paid into my card so what else am I suppose do I've attached my bank details letters from bank now I'm at loss u just keep saying it was reversed but I have never had any proof of that there is nothing in my transaction history only what you have said on your side I've asked for paperwork from you to show me but nothing it's just u don't want to my my winnings which is wrong on all levels

Dear Voodoo Casino,

Are there any alternatives to a bank transfer for withdrawing the player's funds?

I'll be awaiting your reply.

Hi Stefan,

For Australian players there are 3 options for a bank transfer withdrawals, also it`s available to cashout winnings with a Crypto (available for crypto deposits only).

??

Dear Maree19,

Have you deposited crypto into the casino recently? If so, would you be keen to use this withdrawal method?

Alternatively, could you please provide the casino with your bank details one more time? It appears that there had to be some typo. Please provide them with the correct details.

Please let me know once you do that.

I'll be awaiting your reply.

Hi Stefan,

In response to your comment is there a direct email that I need to send my bank details or do I just send in chat?

Regards

Maree19

Dear Voodoo Casino,

Could you please provide us with an email address where the Player can contact you regarding the bank details?

I'll be awaiting your reply.

Dear Stefan,

Player can contact us with a [email protected] email. There is no need to send us the player`s bank details. It`s needed for a player to make a withdrawal request. We receive information about incorrect data from the payment provider that the information entered is incorrect\in the wrong format.

Dear Maree19,

Could you please request a new withdrawal using the correct bank details? Please let me know once you do that.

I'll be awaiting your reply.

Hi Stefan,

I CAN NOT make a withdrawal as my casino balance is showing zero, and I used my card when making my deposit I am unable to add my bank details I don't know why the casino is asking for them when every other withdrawal I have made with the casino they have sent via bank transfer. They have all my details.

I logged into my account with my response

Dear Voodoo Casino,

Could you please explain what happened to the Player's 14500AUD? Why is the Player's balance at zero? The player is unable to request any withdrawal when his balance is null. Please assist the player as soon as possible; this case is already taking too long.

Thank you for your understanding.

Dear Stefan,

As I mentioned earlier, when the withdrawal was canceled and the money was returned to the balance, the player lost it playing games.

Regards,

Voodoo Casino

As I said they have told me that they reversed the amount I won but still to this day I have never seen anything in my transaction history at all so they expect me to just take there word I have had enough of this bullshit so what are they trying to hide this is not right the way I have been treated it's been 8mths and they just keep putting it off and giving me run around regards maree

Dear Voodoo Casino,

Could you please provide us with the player's transaction history and game log? So we can confirm this information? You can send it to my email address [email protected].

I'll be awaiting your reply.