VoodooDreams Casino - Player’s winnings were confiscated.

Unfassbar das Casino hat meine Auszahlung verweigert ! Ich habe 30.000.00 gewonnen! Angeblich soll ich über ein Firmenkonto eingezahlt haben. Stimmt aber nicht es handelt sich um ein Konto von mir bzw. meiner KG - habe die MGA einbezogen. Unfassbar die Korrespondenz mit dem Casino ! Vorsicht bei diesem Casino

Dear Jan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note, that you should always use your own personal data to create an account and play. I checked the casino’s T&Cs (https://www.voodoodreams.com/de/agb) and I found this:

"2.5. You shall use the Games on your own behalf and not on the behalf of any other person or company."

I think that this term was breached, since you used your company email instead of your own, personal email address.

Before we move forward with this complaint, could you please indicate if you have already contacted Licensing Authority? This information is important for us, so please let us know, as we won’t interfere with their investigation.

Best regards,

Kristina

hi - ich habe keine andere email Adresse als die meiner Firma. Die MGA hat mir eine Schichtung vorgeschlagen.

Es handelt sich um meine Firma eine KG

Jan, would you be so kind and forward me the decision of the MGA? My email address is kristina.s@casino.guru. Thank you in advance.

Hi habe ich Dir geschickt.

Thank you, Jan. I see that the MGA recommended you contacting the ADR (Pardee Consulta) with your issue. Did you get in touch with them?

Hi, ja das habe ich getan - Die Pardee Consulta hat mich gebeten einen Bericht zu schreiben - auch das habe ich gemacht. Wie sehen Sie meine Chance an mein Geld zu kommen? Ich verstehe das alles nicht vom Casino Voodoo Dreams. Ich habe ja auch sehr viel im Schwester Casino NY Spins gespielt und dort viel Geld eingezahlt mit der gleichen Bank Verbindung.

Sadly, Jan, I don't see it very positively, you should always use your personal information and payment methods (not the company ones), however let's wait for the Pardee Consulta and I hope for the good news. Please, use only your own, personal payment method in the future, to avoid unpleasant situations like this.

Since you've already contacted the ADR, and they are a higher authority than we are, we are forced to close this complaint as unresolved until you receive the decision from them. Please, when you recevie the official statement from Padree Consulta, forward it to my email address kristina.s@casino.guru.

Dear Jan,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at kristina.s@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Kristina

Dear Jan,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.