VoodooDreams Casino - El retiro del jugador ha sido rechazado.

I paid an amount of EUR 100.00 on 13.12.20, EUR 59.00 on 15.12.20 and EUR 72.00 on December 22nd, 2020. These amounts were transferred from the joint account with individual disposal authorization (account holder my wife and I). After making a big win, the withdrawal was declined because it was according to general conditions is a joint account from which a deposit was made. This would not be permitted and I was advised that the last deposit of EUR 72.00 would be reimbursed. I feel cheated, especially since not even all deposits have been refunded. I am also very surprised that the deposits were accepted and booked on the player account. I feel cheated and can not see where the difference between a deposit from an individual current account and a joint account with individual authorization is to be seen. Can you help?

Ich habe einen Beträge 13.12.20 in Höhe von 100,00 Euro, 15.12.20 in Höhe von 59,00 Euro und am 22.12.20 in Höhe von 72,00 Euro eingezahlt. Diese Beträge wurden vom Gemeinschaftskonto mit Einzelverfügungsberechtigung überwiesen (Kontoinhaber meine Ehefrau und ich) . Nachdem ich einen großen Gewinn gemacht habe, wurde die Auszahlung abgelehnt, da es sich gem. allg. Bedingungen um ein Gemeinschaftskonto handelt, von dem eingezahlt wurde. Dies wäre nicht zulässig und mir wurde avisiert, dass die letzte Einzahlung in Höhe von 72,00 Euro erstattet würde. Ich fühle betrogen, zumal nicht einmal alle Einzahlungen erstattet wurden. Weiter bin ich sehr verwundert, dass die Einzahlungen angenommen und auf dem Spielerkonto verbucht wurden. Ich fühle mich betrogen und kann nicht erkennen, wo der Unterschied einer Einzahlung vom Einzelgirokonto der vom Gemeinschaftskonto mit Einzelverfügungsberechtigung zu sehen ist. Können Sie helfen?

Dear Thomas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked terms and conditions, and yes, 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 wife? Would you be able to prove that you are a legitimate owner of the payment method? Does your wife have an account in the same casino too?

Looking forward to hearing from you.

Best regards,

Petronela 

Hi there,

my wife does not have a player account at the Voododreamscasino. Only I have a player account there.

I am the sole owner of the player account at Voodoodreams.

I made a transfer with my online banking account, the payment was made via the payment service provider Skrill offered by the casino.

We manage the current account at my house bank as a joint account, everyone has their own online banking access to the joint current account. Furthermore, the joint current account has individual authorization and therefore all payments of the current account are to be equated with a current account that is only available to a single person. By means of the online banking contract between my house bank and myself, I can prove that I am the legal owner of the payment method. Authorization to execute all payments I have initiated is approved by my wife on this online banking contract.

The amounts transferred by me with the same payment method on December 13th, 2020 in the amount of EUR 100.00 and on December 15th, 2020 in the amount of EUR 59.00 were booked and retained by the casino. No profit was made from these deposits in casino games ... there the payments are withheld and not referred to an illegal deposit to the debit of a joint account. These amounts were not reimbursed ... does not match the reasoning of the casino !!!

Many greetings Thomas

Hallo,

meine Ehefrau führt kein Spielerkonto beim Voododreamscasino. Lediglich ich führe dort ein Spielerkonto.

Ich bin alleiner Inhaber des Spielerkontos bei Voodoodreams.

Ich habe per Überweisung mit meinem Online-Banking-Account überwiesen, ausgeführt wurde die Zahlung über den vom Casino angebotenen Zahlungsdienstleister Skrill.

Wir führen das Girokonto bei meiner Hausbank als Gemeinschaftskonto, jeder hat einen eigenen Online-Banking-Zugang zum Gemeinschaftsgirokonto. Weiter hat das Geeminschaftsgirokonto Einzelverfügungsberechtigung und somit sind alle Zahlungen des Girokontos einem Girokonto, welches nur auf eine einzelne Person läuft, gleichzusetzen. Mittels des Onlinebankingvertrages zwischen meiner Hausbank und mir kann ich nachweisen, dass ich rechtmäßiger Eigentümer der Zahlungsmethode bin. Eine Genehmigung zur Ausführung sämtlicher von mir veranlasster Zahlungen ist auf diesem Onlinebankingvertrag von meiner Ehefrau genehmigt.

Die von mir mit der gleichen Zahlungsmethode überwiesenen Beträge am 13.12.20 in Höhe von 100,00 Euro, 15.12.20 in Höhe von 59,00 Euro hat das Casino verbucht und einbehalten. Aus diesen Einzahlungen wurde kein Gewinn bei Casinospielen erzielt ... dort werden die Zahlungen einbehalten und nicht auf eine unrechtmäßige Einzahlung zu Lasten eines Gemeinschaftskontos verwiesen. Diese Beträge wurden nicht erstattet ...passt nicht zur Argumentation des Casinos !!!

Viele Grüße Thomas

Thank you very much, Thomas, 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.

Hello Thomas!

From now on, I will try my best to help you with your issue. I would like to invite VoodooDreams Casino into this discussion in order to explain and help us resolve this situation.

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.

Good afternoon,

As Petronela correctly pointed out, the deposit was made by a shared bank account, which is against the T&Cs.

This case is clear cut and nothing more we can do.

Hello Thomas!

I would like to ask you, were all three of your deposits were from the same bank account? Could you please provide us the proof of your ownership of the account? You can do so by reaching me via email. My email is: 'martin.d@casino.guru'.

Dear VoodooDreams Casino representatives,

Firstly, I would like to mention that this kind of terms and conditions are not very common and most of the casinos do accept deposits from shared accounts. We strongly believe that the player has all the rights necessary to manage the funds of this account, which he was able to prove to you and he was acting in good faith, while he was simply not aware of this rule, otherwise we doubt he would deposit with such account.

Secondly, I would like to ask you what is the situation with the player's deposits? Since it seems that you are strictly following your T&Cs, there were only winnings mentioned to be voided and regardless of win or lose situation, we strongly believe that the player's deposits should have been refunded.

Lastly, our strong recommendation to avoid such issues would be to place a warning into the cashier section, that would notify the players before they commit to do such deposits.

Good afternoon,

We have taken all of your comments into consideration and we stand by our Terms & Conditions. We have followed all procedures and adhered to our licensing obligations and player was not entitled to a full refund.

However as a sign of good will we have chosen to return all deposits which shall be in the player's account shortly.

Thank you for your response VoodooDreams Casino representatives.

Thomas, I would like to ask you to keep us updated when you'll receive your deposits back.

As always with VoodooDreams: A lot is announced and nothing happens.

I have not yet received a refund of 159.00 euros 🙁

Wie immer bei VoodooDreams: Angekündigt wird vieles und es passiert gar nichts.

Ich habe noch keine Erstattung der 159,00 Euro erhalten 🙁

Hello Thomas!

Since the casino informed us about returning your deposits, I would kindly advise to wait for a little more time. I strongly believe that your deposits will be returned to you soon.

I will extend the timer for 7 days and in the meantime you can inform us about any updates regarding the situation.

In case you would not receive the deposits, we will contact the casino once again.

As requested directly to the player, we require documents confirming that all deposits were made out of the same shared account, after which we will oblige and refund as a sign of good will.

Which documents are still required now?

Welche Dokumente sind jetzt noch erforderlich?

Hello Thomas!

I sincerely hope, that your deposits will be credited back to your account as soon, as you will be able to confirm the necessary documents with the casino.

Please, let me extend the timer for another 7 days for you, so you can inform us about any both positive or negative outcome of your efforts.

It goes on ... I send scanned proof of payment from my current account and my Paysafe account and there are new problems. Reply to my sending by email:

"Hello Thomas,

Please note that we may not approve scanned documents for review purposes. We therefore recommend that you resend the original PDF file. "

From my point of view, everything is unprofessional, another delaying tactic and excuses not to make payment.

Es geht weiter ... ich sende eingescannte Einzahlungsnachweise von meinem Girokonto und meinem Paysafekonto zu und es gibt wieder neue Schwierigkeiten. Antwort auf meine Zusendung per Mail:

"Hallo Thomas,

Bitte beachten Sie, dass wir möglicherweise keine gescannten Dokumente zu Überprüfungszwecken genehmigen. Wir empfehlen Ihnen daher, die ursprüngliche PDF-Datei erneut zu senden."

Aus meiner Sicht alles unprofessionell, eine weitere Hinhaltetaktik und Ausflüchte um keine Zahlung zu leisten.

Hello Thomas!

Please note, that this kind of request is not unusual across all the casinos.

Please, let us know when you'll finish the verification process of your payment methods.

Hello Thomas!

How did you proceed with the verification process? I am extending the timer by 7 days for you. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.