Home Complaints VoodooDreams Casino - Player’s winnings were confiscated.

Amount: €30,000

VoodooDreams Casino - Player’s winnings were confiscated.

6.6/10 Good reputation Submitted: 19 Nov 2020 | Unresolved : 24 Nov 2020
Our verdict

Waiting for decission of regulator

UNRESOLVED

Case summary

7 days ago - 24 Nov 2020

The player from Germany had his withdrawal canceled because he didn’t use his personal email to create an account.

Public
Show English translation Show German original

Incredibly the casino refused my withdrawal! I won 30,000.00! Allegedly I should have paid in via a company account. But not true, it is an account from me or my KG - I included the MGA. The correspondence with the casino was incredible! Beware of this casino

Automatic translation
Public

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

Public
Show English translation Show German original

hi - I have no other email address than that of my company. The MGA suggested a stratification.

My company is a KG

Automatic translation
Public

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.

Public
Show English translation Show German original

Hi I sent you.

Automatic translation
Public

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?

Public
Show English translation Show German original

Hi, yes I did that - Pardee Consulta asked me to write a report - I did that too. How do you see my chance of getting my money? I don't understand any of this from Casino Voodoo Dreams. I also played a lot in the sister casino NY Spins and deposited a lot of money there with the same bank account.

Automatic translation
Public

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.