VoodooDreams Casino - Povlačenje igrača je odbijeno.

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

Ich habe 50 Euro eingezahlt, habe dann 1000 gewonnen.

Als ich auszahlen wollte wurden meine Dokumente angefordert.

Diese habe ich gesendet, und dann kam eine E-Mail, dass der Gewinn leider nicht ausgezahlt werden kann, da ich von einem Gemeinschaftskonto eingezahlt habe.

Das Konto läuft auf mich und meinen Mann. Ich bin Hauptkontoinhaber und meine Mann kam später zu meinem bestehenden Konto hinzu.

Nach mehrfachem E-Mail Verkehr wurde mir mitgeteilt, dass man mir die 50 Euro die ich eingezahlt habe zurückerstattet, aber der Gewinn nicht ausgezahlt wird. Das Konto läuft aber auf meinen Namen, deshalb möchte ich den Gewinn auch ausgezahlt bekommen

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 

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

Hallo,

das Konto, von dem ich eingezahlt habe ist ein Girokonto bei der Kreissparkasse.

Das Konto habe ich seit über 20 Jahren und nach der Hochzeit, hat mein Mann die Bank gewechselt und

wir haben mein bestehendes Konto zu unserem gemeinsamen Konto gemacht.

Bei VoodooDreams hat mein Mann kein Konto auf seinen Namen eröffnet. Nur ich habe ein

Spielerkonto bei VoodooDreams.

Es wäre schön, wenn Sie mir helfen könnten, dass der Gewinn vielleicht doch noch ausbezahlt werden kann.

Vielen Dank im Voraus

Grüße Bettina

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.

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.

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’.

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

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Good afternoon,

Upon further review of this case, we noticed that the customer was informed about the outcome already, but it seems like the complaint wasn't updated.

The customer accepted the outcome and never pursued the case further with the relevant ADR. Hence, we consider this case to be resolved from our end, and closed. The player never contested the outcome with us, after informing them about the T&C breaches.

Best regards,

VoodooDreams Casino

Dear betty207,

may I kindly ask you to react to the casino statement?

Dear betty207,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.