VoodooDreams Casino - Player's winnings have been confiscated.

Dear Sir or Madam,

I am writing to complain about an issue with Gambing at Voodoo Dreams. I have contacted your customer services team with my complaint, but am dissatisfied with the response I've received so far. This is because:

The decision caseworker Celine Debono made to dismiss my complaint was based on incorrect information. I have attached the closure report from Pardee, the excel workbook containing my personal details that i requested from voodoo dreams and did not receive until almost a year later and a screenshot of an approved withdraw transaction from my voodoo account which I did not receive the money.

So what happened is this:

I won and requested a withdrawl in the amounts of 9000 and 5000 on October 28 at 0:47 and 0.49am.

These were both rejected and I was told I violated a bonus by betting over the 5 dollar limit.

On November 4 there were 2 withdrawls approved from my voodoo account in the amount of 12000.00 and 1375.03 at 12:00pm and 12:01pm. I DID NOT RECEIVE THIS MONEY.

Many emails and a closure letter from the ADR Paradee Consulta dismissing my complaint based on voodoo dreams submissions.

Celine dismissed my complaint based on information that was incorrect.

None of the spins in question had any round id attached to the spins.

Along with wrong dates and times.

I requested via email to Celine many times and requested that someone look at the actual information that has the round id and transaction numbers along with timestamps and was ignored repeatedly.

A quick review of the timeline voodoo submitted vs actual.....

Voodoo said:

Oct 27 at 22::27:21 I won 314.00

Truth

Oct 27, at 23:37:44 I won 314.00 (round id #8014)

Voodoo said:

Oct 27 between 22:25:37 to 22:43:48 that I had active bonus

Truth:

Oct 27 at 23:25:37 I had a played out a bonus on reactooz in the amount of $9.97 (round ID 16902234647)

Oct 28 at 00:07:20 and 00:08:57 I won the amounts of $8250 and $6250.00 (round ID 8609 and 8609)

Voodoo said:

Oct 27 at 23:47;47 and 23:49:15 that I requested the amounts of $9000.00 and $5000.00 to withdraw (which were rejected) (impossible due to that amount of money wasn't available to withdraw until I won the money, see above for time and date)

Truth:

Oct 28 at 0:47 and 0:49 I requested the $9000.00 and $5000.00 withdrawls (both rejected)

Voodoo said:

That they refunded my 25 dollars from a previous bonus

Truth:

November 4 voodoo requested withdraw from my account in the amounts of $12000.00 and $1375.03 and approved them.

Please see attached screenshot taken from my voodoo acount for proof.

Which again has a transaction number.

I am requesting that voodoo dreams pays me the amounts I requested 9000 and 5000 for a total of 14000.00 as soon as possible.

As I am sure you understand, the situation as it stands is very frustrating and I would be really grateful if we could move forwards towards a solution.

Yours sincerely,

Shannon O***

Address: ***

Original complaint date: 02/09/2022

Dear pawzee80,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which bonus you activated? If possible, please post here a link to that bonus offer. I would like to check the bonus T&Cs.

If you used a deposit bonus, do not forget to specify how much money you deposited in order to activate it.

When exactly did you activate the bonus? Please post here a screenshot of your bonus history.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi there Kristina....thank you for your prompt response. That's crazy awesome. ,🙂

Please see attached screenshots of all relevant info. It clearly shows that voodoo provided untrue facts to get out of paying me what I won fair and square.

Firstly I need to point out the obvious errors voodoo made in regards to the time lines evidence that they claim in which they say I violated a bonus. Which are untrue and unsupported (no spin or round id attached to any information they provided to Pardee or me. ) the screenshots i provide you that were takenfrom my user details folder they provided to me a year after requesting this which to prove they didn't tell the truth allhave supporting round id numbers for each spin and transaction ids.

1. Voodoo said:

At 2020-10-27 22:01:31 that i deposited 25$ andclaimed a bonus b-4-1. (See screenshot)

Truth:

I deposited 25$ at 2020-10-27 23:01(see attached screenshot taken from the user details I requested and received almost a year after requesting them. This screenshot shows all my transactions along with the transaction ids.) Row 197.

2. Voodoo said

I played out my bonus between 2020-10-27 22:25:37 and 22:43:48 (see 1st screenshot above)

Truth:

B-4-1 Bonus was played out at 23:25, that's over an hour later than what voodoo said on their statement of facts. See screenshot 1 for their claim. And please see below screenshot of all bonus i played at voodoo taken from my user details again proving my bonus was played out long after what they said and also had a transaction ID attached to it for reference row 107

Hi there Kristina....thank you for your prompt response. That's crazy awesome. ,🙂

Please see attached screenshots of all relevant info. It clearly shows that voodoo provided untrue facts to get out of paying me what I won fair and square.

Firstly I need to point out the obvious errors voodoo made in regards to the time lines evidence that they claim in which they say I violated a bonus. Which are untrue and unsupported (no spin or round id attached to any information they provided to Pardee or me. ) the screenshots i provide you that were takenfrom my user details folder they provided to me a year after requesting this which to prove they didn't tell the truth allhave supporting round id numbers for each spin and transaction ids.

1. Voodoo said:

At 2020-10-27 22:01:31 that i deposited 25$ andclaimed a bonus b-4-1. (See screenshot)

Truth:

I deposited 25$ at 2020-10-27 23:01 rhe time is exactly an hour from what voodoo said which they lied about (see attached screenshot taken from the user details I requested and received almost a year after requesting them. This screenshot shows all my transactions along with the transaction ids.) Row 197.

2. Voodoo said

I played out my bonus between 2020-10-27 22:25:37 and 22:43:48 (

Seescreenshot

Truth:

B-4-1 Bonus was played out at 23:25, that's over an hour later than what voodoo said on their statement of facts. See screenshot 1 for their claim. And please see below screenshot of all bonus i played at voodoo taken from my user details again proving my bonus was played out long after what they said and also had a transaction ID attached to it for reference row 107

Also see row 4880 taken from my user details that show my game spins. It proves my bonus on reactoons wasplayed out at 23:25;37, it also has transaction id attached to it

3. Voodoo said

at 22:25:37 I was betting 9cent and 36 cent and won 314.00. See screenshot provided

Truth

At 23:37:44 I won 314 dollars see below screenshot that has the spin id number as well row 4668

4. Voodoo said

between 22:42:43 and 22:43:44***please note that the timeframe is 1 minute before they claimed my bonus ended as well just saying***that i placed bets over 5$ . See screenshot

Truth

I started placing high bets long after the bonus was played out....the next day on 2020-10-28 at 00:07:20 I won 8250 see row 4076 and at 00:08:51 i won 6250 row 4074 please see below screenshot showing the bets along with thebig winnings with the spin ids for them

5. Voodoo said

that all winnings up to my withdraw request of 9000 at 2020-10-27 23:47:47 and 5000 at 2020-10-27 23:49:15 were all voided out because of violating a bonus (which was played out at 23:25:37☆☆☆☆please note that the times they give vs actual are completely different. ☆☆☆☆They made up the times to support their lie. Also I never even had that amount in my voodoo account at these times as I never won until the next day. Please see below screenshots of what they made up for fake vidence

Truth

To actual time and date for rejected withdraw please see the times along with transaction id below for the rejected withdraws of 9000 and 5000 the times are completly different

Please also notice the withdrawls above that were approved from my voodoo acount in the amou to of 1375.03 and 12600.00 on nov 11 a week after my rejected withdraws*****please note t

he total amount is 14000 minus 25 dollars. I NEVER RECEIVED OR REQUESTED THIS.

And here is the bonus I played along with a screenshot from a email from voodoo claiming I violated the bonus.***please note the wagering requirements they said in email to actual bonus terms and requirements are not the same.

As you will see the evidence backed by id and round id numbers clearly shows that voodoo provided untrue facts to get out of paying me what I won fair and square.

Heres the link to the exact bonus.

https://www.voodoodreams.com/ca/spell/free-spins/adept-blood-1

I cannot believe i can still login.....i just did to get tbe link for you. I asked voodoo to block my account and stop sending me promos until this was settled. I just received a email to sign up at their new casino duekz

Thank you for your reply, pawzee80. Could you please clarify how much money you won with the b-4-1 bonus?

Also, do you happen to have a screenshot of the specific bonus T&Cs that were applied to this bonus? If yes, please post it here, or forward it to kristina.s@casino.guru. Thank you in advance.

Please note that I am still not sure how much money you won with this bonus. Could you please clarify that?

Hi Kristina, I wanna say $0.46, I know it was under $0.50 cents for sure, I started using my $25.00 deposit as soon as my free spins were over.

Thanks Shannon.

So, we discussed this case internally and I am afraid that if you do not know the exact amount of winnings, we are not able to count the wagering requirements properly.

According to the report from the ADR, your wagering requirements were met at 23:43 (please note that the casino uses -1hr time in the report most likely due to living in another geolocation, and all times match yours they are just one hour less. For example, you said you made a deposit at 23:01, but their report says 22:01), which means that these and a few more bets above the maximum allowed bet were all made while the bonus was still active:

I apologize, but after gathering all the available information, we are not able to proceed further with this complaint and we believe that the casino confiscated your winnings in compliance with their bonus T&Cs.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.