VoodooDreams Casino - Player's withdrawal was canceled.

I joined Voodoo Dreams in Jan 2021, since that time I have deposited a total of $9825. These deposits were made by either my credit card or Paysafe card. I had not made any withdrawals up until recently when I had some nice wins and made my very first withdrawal; from Voodoo dreams of $800. I made the withdrawal of $800 selecting the bank transfer option from the payout methods available.

Voodoo dreams contacted me via email and said that they had canceled my withdrawal and paid the $800 back into my players account. They said that bank transfers were not available (Even though they are clearly shown as a payment method on their website.

I tried to make the withdrawal via my credit but Voodo dream declined. Eventually, Voodo Dreams finally came clean and admitted they were forfeiting my $800.00 winnings from my Casino because I had used a company credit card for my deposits. They explained this was not allowed and was written in their terms and conditions and quoted clause 2.13 from their terms and conditions. The following is the dialogue that followed.

Hello Anthony,

Thank you for providing us with the requested documents.

We would like to inform you that the use business accounts are not allowed. Please see relevant Term and Condition below:

2.13. With regards to deposits and withdrawals of funds into and from your Account, you acknowledge that you shall only use such payment methods 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 may result in voiding of winnings and closure of accounts

Kindly note, due to this breach of our terms and conditions, we have forfeited your winnings and refunded your last deposit to the deposit source.

We would like to ask you to only use payment methods that solely belong to you in the future and are not third party or company cards.

Then My Reply

Hi Dora

Thank you for your email, I understand and am aware of what the rules are around the use of Credit cards at the Casino, I didn't think it would be an issue as I am the owner of the company "Tonys Transport Ltd", its is only a small business (myself and my three furniture movers) which has only 1 shareholder which is myself. The only person Authorised by the bank to use the credit card is me. It is my personal credit card, nobody uses it but me, it is the only Tonys Transport credit card and its the only credit card I own. It has my name "AJ (Antony John) D***" on the card and the statement for the card has my home residential address on the statement. Here is the link to my 100% shareholding in Tonys Transport on the NZ Government Business Directory Website. Directory. https://app.companiesoffice.govt.nz/companies/app/ui/pages/companies/2053445/shareholdings?backurl=H4sIAAAAAAAAAC2LQQrDMAwEf%2BNLDnmBKD31kkMh%2BYCwRBtIZFdaF%2Fz7mtDb7LAzV35pzLmclW0fFMqe37eziFKATdgloVclNewYl%2FQhFOsxwdmiFsd0QBLLly2rPNn0IHjTdBV9G3HQfVn%2BewWjxcNLq5f%2BAUscDuuDAAAA#

In light of the above information, I am clearly the only user of the Mastercard "AJ (Antony John) D***" ending 1770, and it meets the casino rules around credit cards that the card is "issued by lawful institutions and that legally belong to you solely" . The card is issued by a lawful institution and legally belongs to me solely. I would ask that you kindly review your decision to forfeit my winnings and payout my winnings of $800 . Thank you for your consideration of this matter.

Kind Regards

25 Aug 2022, 13:18 (3 days ago

Antony D***

Hello

Can you please update me on this issue? I am relying on the winning funds to be paid out as none of the Casino terms and conditions were breached as you have assumed. I am the sole owner of the credit card account and the only authorized user of the credit card that's why my name is on the card. I have never had a problem with other online casinos where the same credit card is used and payouts have been made. You have forfeited my winnings based on the assumption the card is a shared card which I have clearly shown is not, so I kindly ask that you process my winnings asap. 

Thanks and Regards

Antony D***

I havent heard back from them since i sent them since i sent them this email on 23rd Aug

. 

Dear bonesmanz,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi , here is the latest email I received from Voodoo dreams 5 days ago on the 27th August with my reply to them also on the 27th August.

"Dear Antony,

Thank you for your emails.

Even though it is your company the card in question is a business card that has been issued to you which is not allowed to be used on our site. Any payment method used must be personal and cannot be linked to any business or company. Because of this our decision will stand and not be changed.

We fully understand that you had hoped and wished for a different outcome but we´re hoping for your understanding.

We wish you a nice Friday.

Regards,

Josefin

Voodoodreams UK support

support-uk@voodoodreams.com"

I replied to Voodoo dreams with the following email

" I have paid thousands of dollars into voodoo dreams casino over the last two years and the first time I make a withdrawal from my winnings you come up with this excuse not to pay me. This is not good behavior at all. Can you show me where in your Terms and conditions where it states that I am not allowed to use a business credit card? I cannot find it anywhere and it seems you are just making up rules as you go along so you don't have to pay out my winnings. At least half of my deposits are made by paysafe card . 

If you are forfeiting my winnings because I made my deposit with a company credit card, which you say is not allowed even though this is not stated anywhere in your terms and conditions? You should then have to pay me back every deposit I made with the same credit card because you were excepting funds from a source that is according to you is not excepted, therefore you should refund those deposits made with this card. But obviously, you wont. 

You quoted to me section 2.13 from your Terms and Conditions and said that because I was in breach of this clause you have decided to forfeit my winnings. I totally disagree and I legally meet every condition and requirement 100% in clause 2.13. Can you tell me what part of this clause I have breached? Let's look closer at the clause you say I have breached, shall we?

2.13." With regards to deposits and withdrawals of funds into and from your Account, you acknowledge that you shall only use such payment methods and other financial instruments that are valid "My payment method is an internationally recognized payment method, Mastercard which is listed on your website as a valid payment method. 

and issued by lawful institutions, the Mastercard is issued by a well-established reputable bank Westpac NZ, the same bank that is used by the NZ Government.

"and that legally belongs to you solely." This credit card legally belongs to me solely, I am the only person authorized by Westpac NZ to use this card, I am the sole owner of this account, it is an individual credit card account, it is in no way a joint account 

I have in no way breached clause 2.13, to the contrary, I have met every requirement in this clause.

Thank you very much for your reply, bonesmanz. You mentioned that you made deposits with your credit card and a Paysafe card. Do I understand correctly that only the credit card is connected to your business account?

Has the casino already refunded the last deposit made with this card as they mentioned in one of their messages? How much was it, please?

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or post it here as previously. Thank you in advance.

Hi Kristina

Thank you for your assistance with my dispute with Voodoo dreams casino. Yes that is correct, only the credit card that was used to make deposits at voodoo dreams is connected to my business. The deposits made by Paysafe card have no connection to my business. Although the credit card is technically my business credit card, I use it as my personal credit card every day. I use the card for my weekly grocery shopping, at fast-food outlets, at the alcohol store, and everywhere I spend money in a personal capacity I use the same card. This is the only credit card I own, it has my name on the card, the bank statements are posted to my home address (The same address as is registered with voodoo dreams), I am the only authorized person allowed to use the card.

I find it very unfair that voodoo dreams can accept this card for thousands of dollars worth of deposits over the last 18 months or so and not have a problem with the card, but when it comes time to pay my winnings for the first time they all of a sudden have a problem with my card? No they haven't paid me back the deposit of $20 that I made the day I made the withdrawal for $800 as they said they would in an earlier email, I checked my account history and it says the withdrawal for $800 on the 24th Aug has been "approved" and it also has a withdrawal for $20 which states "waiting for approval". So they haven't updated the history file to show my winnings have been rejected since it was approved on the 24th August. And the repayment of my $20 deposit made on my credit card when I won and made a withdrawal request for the $800 is still "waiting for approval. I actually made 3 x $20 deposits the same day, 2 of them with my credit card, and 1 with my paysafe card. At the end of the day if they are going to reject my withdrawal of $800 because the card was not valid according to their rules then surely they should pay back every deposit I made with the same card which would be over $5000 because they broke their own rules excepting a credit card connected to a business?

Thank you very much bonesmanz for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi bonesmanz,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite VoodooDreams Casino to the conversation to participate in the resolution of this complaint.

Hello Peter

Thank you for your message, your assistance with this matter is greatly appreciated.

We would like to ask the 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’.

Hi bonesmanz,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact Pardee Consulta Ltd., an Alternative Dispute Resolution service provider (http://www.adrbypardee.eu or via email at adr@pardee.eu) and if necessary also the Isle of Man Gambling Supervision Commission (https://www.gov.im/categories/business-and-industries/gambling-and-e-gaming/player-protection/#complaints). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the ADR and the gaming authority responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter