The player from Germany had her winnings voided due to deposits from a joint account.
VoodooDreams Casino - Player’s withdrawal has been rejected.
Black points: 113
Amount: €1,000
VoodooDreams Casino
Safety Index:LowSafety Index
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
3 years ago
Translation
I deposited 50 euros, then won 1000.
When I wanted to pay out my documents were requested.
I sent them, and then I received an e-mail that unfortunately the winnings cannot be paid out because I have paid in from a joint account.
The account is with me and my husband. I am the main account holder and my husband later joined my existing account.
After several e-mails, I was informed that the 50 euros that I had paid in would be refunded to me, but the profit would not be paid out. However, the account is in my name, so I would like to have the profit paid out
Automatic translation:
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3 years ago
Dear Bettina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked terms and conditions, and yes, I this is what I found https://www.voodoodreams.com/en/terms-and-conditions:
„You acknowledge that you shall only use debit or credit cards and other financial instruments that are valid and lawfully belong to you solely. The use of financial instruments whose ownership is shared with other individuals, is not tolerated and will result in voiding of winnings."
Could you please clarify which payment method has been used to deposit funds into your account? Is it a joint account between you and your husband? Would you be able to prove that you are a legitimate owner of the payment method? Does your husband have an account in the same casino too?
Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hello,
the account from which I paid is a current account at the Kreissparkasse.
I have had the account for over 20 years and after the wedding, my husband changed banks and
we have made my existing account our joint account.
My husband has not opened an account in his name with VoodooDreams. Only i have one
Player account at VoodooDreams.
It would be nice if you could help me so that the winnings may still be paid out.
Thanks in advance
Greetings Bettina
Automatic translation:
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3 years ago
Thank you very much, Bettina, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Bettina.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
We would like to ask the VoodooDreams Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear Bettina.
I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards Jozef
Casino.Guru
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