VoodooDreams Casino - El retiro del jugador ha sido rechazado.

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.

Hallo.

Ich habe folgendes Problem.

Ich habe 250 € bei Voodoodreams gewonnen. Diese wollte ich mir auszahlen lassen.

Nach dem ich die geforderten Unterlagen zusandte, wurde mir mitgeteilt dass der Gewinn nicht ausgezahlt werden kann, da ich von einem Gemeinschaftskonto eingezahlt habe. Die 20 € die ich einzahlte wurden mir zurückerstattet.

Ich und meine Frau haben ein Konto zusammen mit einer Einzelverfügung, so dass ich auch belegen kann dass das Konto rechtmäßig mir gehört. Sollte es dennoch so sein dass ich wegen dem Gemeinschaftskonto den Gewinn nicht bekommen kann, dann wären ja auch alle Einzahlungen die ich getätigt habe auch nicht gültig, so dass ich alle Einzahlungen zurückerhalten müsste?!

Meine Frau hat ebenfalls ein Spielerkonto bei Voodoodreams mit dem Sie Einzahlungen vom Gemeinschaftskonto getätigt hat auch dieses Geld müsste doch dann zurückerstattet werden?

Wir fühlen uns ein wenig betrogen, wir erkennen kein Unterschied zwischen Einzahlung und Auszahlung erkennen.

Die Summe aller Einzahlungen von beiden Spielerkonten beträgt 375€.

Vom diesem Geld wurde kein Gewinn ausgezahlt.

Über Ihre Hilfe wäre ich sehr Dankbar.

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,

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

Hallo,

es handelt sich um ein Gemeinschaftskonto mit jeweils Einzelverfügungen. Also ja ich bin rechtmäßiger Eigentümer dieses Kontos, sowie meine Frau dies auch ist.

es handelt sich um ein Oder-Konto:

-Beim Oder-Konto sind beide Partner einzeln verfügungsberechtigt.

laut den AGB‘s dürfen solche Konten wohl nicht genutzt werden, wobei dies laut Bank gleichzustellen ist wie ein Einzelkonto. Es steht ja auch - In Bezug auf Ein- und Auszahlungen von Geldern auf und von Ihrem Konto erkennen Sie an, dass Sie nur solche Kreditkarten und andere Finanzinstrumente verwenden dürfen, die von rechtmäßigen Instituten gültig und ausgestellt sind und rechtlich nur Ihnen gehören. -

was ja heisst dass auch keine Einzahlungen vom Gemeinschaftskonto getätigt werden dürfen, jetzt Frage ich mich wieso es dann aber doch Einzahlungen vom Konto genehmigt wurden?

mein Frau zahlte bei Voodoodreams auch von unseren Konto Geld ein. Auch das wurde immer akzeptiert.

Wenn man mir meinen Gewinn nicht auszahlen möchte, dann würden wir ( auch meine Ehefrau ) die gesamten Einzahlungen zurück haben wollen, denn ein vermeintlichen Gewinn hätte es nie gegeben.

welche Nachweise brauchen sie, damit ich beweisen kann dass ich rechtmäßiger Eigentümer bin?

Liebe Grüße

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.

many thanks.

vielen Dank.

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.

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.

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.

Liebes Team von Voodoodreams,

es steht auch in den AGB

In Bezug auf Ein- und Auszahlungen von Geldern auf und von Ihrem Konto erkennen Sie an, dass Sie nur solche Kreditkarten und andere Finanzinstrumente verwenden dürfen, die von rechtmäßigen Instituten gültig und ausgestellt sind und rechtlich nur Ihnen gehören.

so die nun eingezahlten Gelder wären demnach „Ungültig" was auch zum erlöschen des Gewinn führte.

Diese ungültigen Einzahlungen müssten ergo komplett zurückerstattet werden, da ein „Rechtsgeschäft" nicht statt fand. Das Einbehalten dieser Gelder führt nur zur Bereicherung ihrerseits.

Hätte ich es vorher gewusste, dass ich mit diesem Geld kein Gewinn ausgezahlt bekomme, hätte ich ja auch nicht eingezahlt.

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.

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.

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.

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.