Voodoo Casino - A conta do jogador é encerrada e os ganhos são confiscados.

Hello, I registered on the site and made two deposits of 500 euros each. I have only played blackjack and have never used bonuses. After the funds in my account were 1680 euros, I requested a withdrawal of 700 euros. My withdrawal was denied and the account was blocked. After talking to them, they told me that this was a decision of the security department and was not subject to appeal and that all my money would be confiscated. I consider this unfair.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your case and assist you effectively, I’d like to ask you a few questions.

• Could you please forward me the communication between you and the casino’s customer support regarding the confiscation of your winnings at veronika.f@casino.guru?
• Has the casino specified which rules or terms of the platform you allegedly breached that led to the confiscation of your balance?
• Have you completed the full KYC verification, or at least submitted any identity documents for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, my communication with casino was via the live chat and i don't have history of the communication. What do you prefer to write to them an email or you will ask them.

Thank you in advance.

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Am I correct in understanding that you have not received any email from the casino after your account was blocked?

No one from my house or IP has registered on the site. I don't use VPN either.Yes, that's right.

I haven't received an email, when I tried to log into my account it gives me an error that I'm blocked and I wrote to them on live chat.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear yanitsalazarova90031,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Voodoo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked and the winnings confiscated?

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.

Hello Martina,

The player was checked by the anti-fraud team and fraudulent activity on the part of the player was detected. As a result, the player's winnings were confiscated and the account was blocked.

We acted in accordance with the rules that the player accepted during registration.

Unfortunately, I cannot disclose all the details of how our anti-fraud and security systems work.

Best regards,

Voodoo Casino

Dear Voodoo Team , thank you for clarifying the situation!

I have sent you an email, so if you could check it, I would be very grateful!

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 Voodoo Casino Team,

I completely understand that some information may be restricted due to your policy. That said, I hope it might be possible to share any available evidence with me at martina.b@casino.guru, so I can take a closer look and help move the case forward.

Without any evidence from your side, I would have no choice but to close the complaint as unresolved, which could impact your rating. I truly hope we can work together to avoid that and reach a fair resolution for everyone involved.

Hi Martina,

I have replied to your email, so if you could check it, I would be very grateful!

Dear Voodoo Casino, thank you for your email.

Dear yanitsalazarova90031, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

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 yanitsalazarova90031, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear yanitsalazarova90031,

To continue this process, we require your game log. According to our rules, it can only be obtained upon your request. May I ask you to send a request to support@voodoo.casino to obtain your game log? Please also provide the following information:

• Full Name
• Date of Birth
• Address
• Mobile Phone Number
• Payment methods used
• Most Frequently Played Games with Us

!Alternatively, you can simply upload a copy of your ID!

Upon receiving the necessary information, we will proceed with your request.

Please note that you are NOT REQUIRED to share this information on the Casino Guru website. This information is required in your game log request sent to support@voodoo.casino.

Thank you Voodoo Casino for the message and for the clarification!

Dear yanitsalazarova90031,

As mentioned, you don’t need to upload your sensitive documents here — it’s perfectly fine if you do, as I can mark the message as private so only you, the casino, and I can see it. However, sending them directly to the casino team is usually the quicker and more convenient option.

Once you receive your game log, please forward it to me as well.

Thanks so much for your help!

Hello, i sent email with the information to Voodoo casino and forward it to Martina also.

Thank you yanitsalazarova90031 !

Please once you receive game log, can you please forward it to me as well? Thank you so much

Yes, i forward it to you.

Greetings, everyone,

Thank you, yanitsalazarova90031 and Voodoo Casino, for providing all the necessary information and evidence regarding this case.

Dear yanitsalazarova90031,

After carefully reviewing all the documents and information we have received and independently examined, we regret to inform you that we must reject your case. Our review indicates that the casino’s decision is based on a breach of their Terms and Conditions, specifically Clause 10 – Anti-Fraud Policy.

Given this violation, we are unfortunately unable to intervene further in this matter.

I am sorry.

Respectfully,

Martina