The player from Germany had his winnings voided due to deposits from a joint account. The casino did not refund the player's deposits, therefore we were forced to close this complaint as 'unresolved'.
VoodooDreams Casino - Player’s withdrawal has been rejected.
Black points: 183
Amount: €250
VoodooDreams Casino
Safety Index:Above averageSafety Index
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7.6
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Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi.
I have the following problem.
I won € 250 on Voodoodreams. I wanted to have this paid out to me.
After I sent the requested documents, I was informed that the winnings could not be paid out because I paid in from a joint account. The € 20 I paid was refunded to me.
I and my wife have an account together with an individual disposal so that I can also prove that the account is rightfully mine. Should it still be the case that I cannot get the profit because of the joint account, then all the deposits that I have made would also not be valid, so that I would have to get all the deposits back ?!
My wife also has a player account at Voodoodreams with which she made deposits from the joint account, shouldn't this money be refunded?
We feel a little cheated, we don't see the difference between deposit and withdrawal.
The sum of all deposits from both player accounts is € 375.
No profit was paid out from this money.
I would be very grateful for your help.
Automatic translation:
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3 years ago
Dear Patrick,
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."
I would lie to point out that this is rather an unusual term and deposits from joint accounts, when a player is one of the legitimate owners of the account, are usually accepted by casinos.
Would you be able to prove that you are a legitimate owner of the payment method? Please forward any relevant documents to petronela.k@casino.guru.
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,
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3 years ago
Translation
Hi,
it is a joint account with individual dispositions. So yes, I am the legal owner of this account, as is my wife.
it is an or account:
-With the Oder account, both partners are authorized individually.
According to the terms and conditions, such accounts may not be used, although according to the bank this is equivalent to a single account. It also stands - with regard to deposits and withdrawals of funds to and from your account, you acknowledge that you may only use credit cards and other financial instruments that are valid and issued by lawful institutions and that legally belong only to you. -
which means that no deposits may be made from the joint account, now I wonder why deposits from the account were then approved?
my wife also deposited money from our account at Voodoodreams. That too was always accepted.
If you don't want to pay out my winnings, then we (including my wife) would want to have all the payments back, because there would never have been an alleged profit.
what evidence do you need so that I can prove that I am the legal owner?
best regards
Edited
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3 years ago
Thank you very much, Patrick, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance.
If any documents will be required from you, Martin will contact you.
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 Patrick!
From now on, I will try my best to help you with your issue. I would like to invite VoodooDreams Casino to join this conversation.
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3 years ago
There was a clear breach of our terms and conditions and we returned the deposit. the player holds the responsibility to read the terms and ensures they are adhered to.
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 also refer them to Pardee should they feel they have a legitimate case.
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.
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3 years ago
Translation
Dear Voodoodreams team,
it is also in the terms and conditions
With regard to deposits and withdrawals of funds to and from your account, you acknowledge that you may only use credit cards and other financial instruments that are valid and issued by lawful institutions and that legally belong only to you.
so the funds now paid in would therefore be "invalid" which also led to the loss of profit.
Ergo, these invalid payments would have to be reimbursed in full, since a "legal transaction" did not take place. Keeping this money only leads to enrichment on your part.
If I had known beforehand that I would not receive any profit with this money, I would not have paid in either.
Automatic translation:
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3 years ago
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.
We see it unfair to keep lost money from unaccepted deposits and return only the deposits that lead to win, while voiding the winnings.
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.
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3 years ago
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.
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3 years ago
Hello Patrick!
Since VoodooDreams Casino's decision remained unchanged and no further reply was made, we have no other choice than close this complaint as 'unresolved'.
Unfortunately, we are not able to help you with the is situation Patrick. However, there is one other option for you. You can raise this complaint to the Licensing Authority of the casino. The fact that you have tried to resolve this issue here is essential to file a complaint with the Authority. If you'd like to do so, please let us know.
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3 years ago
Since we haven’t received any response from the casino regarding any reevaluation of this case, we are forced to close this complaint as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
