VoodooDreams Casino - Player’s withdrawal has been rejected.

I've been registered at the casino since mid-January 2021.i had to verify myself at the end of january with many documents. i made deposits from 2 accounts. one thing only goes to my name, the other to me AND my husband. I was never told that I was not allowed to deposit with my and my husband's account. even though I used it several times in january and was able to make withdrawals.now on February 4th I deposited 200 euros and 1000 euros from this bank account. i played for a couple of hours. on February 5, i requested a payment of 1200 euros, the value of my payment. i waited days but got no money. When asked, the answer came, I am only allowed to make withdrawals to my account, which only belongs to me. although the deposit came from this account. so i changed the payout to the other account. in the meantime i had a payout of 1250 €. Now on Wednesday, February 10th, 2021, I received an email that the general terms and conditions say that a joint account is forbidden and that my "profit" is therefore not paid out to me and I only get 200 back.

Now on Wednesday, February 10th, 2021, I received an email that the general terms and conditions say that a joint account is forbidden and that my "profit" is therefore not paid out to me and I only get 200 back.I was absolutely shocked. the 1000 € were my money, my deposit. that they don't want to repay me now. of course i played with the money but didn't gamble it away. how can that be legal? the whole game was actually ineffective. They would accept the losses and suddenly everything else is not allowed. I just want my deposit of 1000 back, that’s so much money for me. the casino knew for weeks that the account was running on two names. why didnt someone of the security team told me to stop deposits from this bank account? so the player can only lose and the casino wins in any case. In addition, the general terms and conditions are in English, although everything else is in German. I ask for help. I need it so much. Thank you

Dear Cindy,

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:

„With regards to deposits and withdrawals of funds into and from your Account, you acknowledge that you shall only use such credit cards and other financial instruments that are valid and issued by lawful institutions and that legally 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."

"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 forward your cashier history to petronela.k@casino.guru? 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?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

I now know how it is in the terms and conditions but I just didn't read them before. there has never been a problem with other casinos because of it.

but the casino only benefits from it. it accepts every deposit, although it is not allowed, and then invokes your general terms and conditions. so the casino wins in any case. losses are retained and "profits" are not paid out. i had to verify my account at the end of january, at the latest then they knew about the 2nd account holder. although it was written on every deposit beforehand. they deliberately tolerated it.if i had known that i would not have deposited a cent, i could only lose money in any case.

i have already checked the game history in the account, but an account balance is never given. there is always only profit or loss and the amount. very confusing

my husband doesn't play, so he doesn't have an account. just me. I can certainly get a confirmation from the bank.

Thank you very much, Cindy, for your reply. I was referring to your cashier (deposits) history, is that one available in your account? Additionally, if you could request the paperwork from the bank that would very helpful for our case. Looking forward to hearing from you.

Perfect. Could you please confirm that the transaction ID *8995 was made by a card that belongs to you solely and the other payment ID *8165 was made from a joint account? Thank you.

No, both diposits are from the account with my husband.

My last Deposit from the bank account who only belongs to me was on 19.1. since then I only paid from the account with my husband

If both deposits have been made from the joint account, do you claim both (as the disputed complaint amount is €1,000)?

I have paid 1200 in, and only got 200 back.

Thank you very much, Cindy, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Thank you so much!

Hello Cindy!

I will be looking after your complaint and try my best to help you. I would like to ask VoodooDreams Casino representatives to join this discussion, in order to help us with resolving this case.

Thank you Martin!

Unfortunately this case is very clear cut and nothing really more to add. There was a clear breach of our terms and conditions and we returned the deposit.

You only returned the deposit of 200 €. Not the 1000 € of the same bank account and same day!!!!

I would like to ask VoodooDreams Casino representatives on what is the reason for not returning the player's deposit of €1000?

We are currently reviewing the case, and will revert directly to the player as soon as we have an update.

Hello Cindy!

Please keep us informed, what was the outcome of the casino's effort to resolve this issue.

Thank you Martin. I will keep you informed!

I still haven't received my money. And got no message either.

Hello Cindy!

I am sorry to see that your issue has not been resolved yet, however, according to the last response of VoodooDreams Casino, it seems that they are still reviewing the case. I would like to recommend you to wait for a few more days. I will set the timer for 7 more days for you.

Okay Martin, i will wait! Thank you

We have replied to this customer who requested the return of her Eur1000 which we have declined. We have referred the player to T&Cs 2.13 & 4.7. for 3rd party deposits + T&C's 5.7. for "no refund on consumed funds"

We have also referred them to Pardee should they feel they have a legitimate case. 

i didn't gamble away my deposit of 1000 euros. My account was never at 0 after this deposit!so i don't understand the problem. the 200 and 1000 euros were paid in from the same account on the same day.

have already made deposits from this account since16.1 and have also received withdrawals on it. I wasn't even told when i was verifying the account that it shouldn't run on my husband too. Otherwise I wouldn't have done it for weeks. In this case I could only lose, the casino only profited from it. Because it wins in any case. It is strange that you are now violating the terms and pits?. I understand that you have to follow the rules, but the casino has tolerated this for weeks. This is due to the deposit and withdrawal histories. And at the end of January, the payouts were cancelled at once, again without giving a reason. If you know that someone makes a mistake (without knowing it), why don't you say that to the person? As a player, I had no use making deposits from this account. I would have stopped it immediately if I had known. Why not be informed? This is not about a few hours or days, its about weeks!!!!! I'm really absolutely shocked how the casino treats people. 

The customer claim of 'i didn't gamble away my deposit of 1000 euros' is false.

Customer made a deposit of 1000 EUR on the 4th of February and played for these funds until she had 142.93 EUR left in her balance. She then made a new deposit of 200 EUR with Sofort. Both deposits from same bank account which we confirmed was shared. After her deposit of 200 EUR she had a balance of 342.93 EUR she then managed to win with.

We only refunded her 200 EUR DP and confiscated the rest due to breach of terms. Customer indeed has 142.93 EUR from her previous deposit in her player account. we can do a partial refund of her trustly deposit and refund that amount to her/ we will take care of this shortly and reply to her.

Dear VoodooDreams Casino's representatives,

I would like to bring to your attention, that according to your terms & conditions, namely:

"2.13. With regards to deposits and withdrawals of funds into and from your Account, you acknowledge that you shall only use such credit cards and other financial instruments that are valid and issued by lawful institutions and that legally 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."

"4.7. 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."

You are stating that you do not tolerate such deposits, then you should return ALL deposits made by players from such accounts. Returning only "winning" deposits while voiding winnings and not refunding the "losing" deposits seems as a predatory practice, since we can clearly see, that there is not any measure that would prevent players from depositing funds from shared accounts.

As both of the player's deposits were made from the same shared account, we would like to strongly advise returning both of the players deposits, not only the one that resulted with wins.

we acted according to the terms and gave the untouched deposit back and whatever was remaining from the previous balance as well.

the player holds the responsibility to read the terms and ensures they are adhered to. 

what the forum mediator is proposing is an entirely risk free betting approach which will allow every abuser/player to claim a full refund if they don’t get their way, after knowing breaching the terms.

That's a joke. the only ones who have no risk is the casino. i don't want a profit, i want my deposit. I would never have played with it if I had known that I was breaking a rule and would never see my money again. In addition, the general terms and conditions are in English, not in German. you tolerated that for weeks, although it was known that it was a joint account. why was i not informed when verifying the account?

I would really understand if I had gambled away the money and now claim the money back. but that's not the case.

at the online casino you usually have a loss first. I play roulette and I have 2 numbers there that I bet on. you lose money first, until the numbers come up. if I had known that this money would be gone either way, I would never have bet that much. i am a young mother of 2 children. That’s so much money for me.

therefore i appeal to you to find a solution that we can all live with. we all did something wrong.

10.5. If you are not satisfied with the resolution of your complaint by SuprPlay, you may escalate this complaint to Pardee Consulta Ltd., a registered company in Malta with registration number C85213, having its registered office at 2B, Victoria Buildings, Triq l-Għenieq, Naxxar, Malta, which acts as an independent and third party alternate dispute resolution ("ADR") service provider and is duly authorized and eligible to handle customer complaints related to gambling. You may forward your complaint to the ADR service provider by filling in the Online Dispute Resolution Form contact this ADR service via http://www.adrbypardee.eu or via email at adr@pardee.eu.

It's a shame that you don't have any insight to clarify the incident satisfactorily for everyone involved. that is really different from other providers. You are also the first casino where the account is a problem

Dear VoodooDreams Casino representatives,

I would like to ask you to re-evaluate your decision. Although we understand that you have your reasons to not accept deposits from shared bank accounts, but it is not very commonly seen at competing casinos, which may come off as negative factor in user-friendliness of your casino.

Given the nature of the issue, it is difficult to prevent players from depositing to casino using such accounts, in case the rule is overlooked, which is easy to happen. We can clearly see that in number of cases submitted here in our Complaints Section at Casino.Guru.

Regarding your reference to "risk free betting approach which will allow every abuser/player to claim a full refund if they don’t get their way, after knowing breaching the terms", since winnings are voided, it is hard to imagine that anyone would profit from this situation except you, since you keep the "losing" deposits. It is actually risk free approach from your side, which we consider unfair.

Fair approach would be to refund all deposits made from shared bank accounts, acknowledge players about the situation and do your best to prevent such situations in the future. Our advice would be to put a warning sign in the deposit menu.

In case you wouldn't re-evaluate your decision, we will be forced to close this complaint as 'unresolved' which will have a negative impact on your rating. We will have to also mention this factor within our review.

We would like to ask VoodooDreams 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 will have negative impact on the casino's rating.

Thank you martin for your help. even if the casino was unreasonable and customer unfriendly. you did your best.

i will now take legal steps to get my money back. one shouldn't support fraud. the casino will certainly not change things in order to continue to benefit from shared accounts. I hope that the round goes, that many players find out what kind of casino this is.

Hello Cindy!

In case you'd decide to raise this complaint to regulatory body of the casino, please let us know.

I will!

Hello Cindy!

Due to the fact, that you are going to raise this complaint with the casino's Licensing Authority, I will close this complaint as 'unresolved' and we will wait for the decision of the Authority.

I'd like to ask you to keep me informed about the process via email. My email address is: 'martin.d@casino.guru'.

In case I'll not receive any word from you, in 2 months from now, I'll reopen this complaint and look for any outcome of the said process.

Looking forward for hearing from you.

Dear Cindy,

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 peter.c@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,

Peter

Dear Cindy ,

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.

Hallo, die Beschwerde ist leider im Sand verlaufen. Bin immernoch sehr traurig über diese Ungerechtigkeit. Einfach unseriös.

Have you managed to get any response from the Licensing Authority at all?

Did you contact the authorities as recommended by my colleague?

If you could elaborate on how the complaint developed we would greatly appreciate it.

Thank you in advance!

Dear Cindy ,

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.