VoodooDreams Casino - Бонусний виграш гравця анульовано.

Hi I deposited 20 dollars and received a 25 %bonus match on this I then proceeded to play I won up to about 300 bucks and then had a huge win on a 3 dollour bet 7700 this put my balance up to 8000 I played through for abit and then withdraw 7500 saving 500 to play with after I had won the 8000 all legally and to there guidelines I apparently hadn't played through the wagering requirements completely and had raised the bet over 5 which is against there bonus requirements but the money I had already won was legally won on a 3 bet I thought I had well and truly passed the wagering requirements before I made that bet I withdraw my winnings and three days later received 20 in my account they said I had exceeded the amount I can bet confused as I had won the 8000 with a three dollie bet and only 25%was matched any way so worst case scenario take 25% of the winnins not it all..can you please help

Dear Emma,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue.

I carefully checked the Bonus Terms on the website, and this is what I found https://www.voodoodreams.com/en/bonus-terms:

„The maximum amount you are allowed to bet per spin when playing with a bonus is €5 per bet (or currency equivalent) until the wagering requirements of the bonus have been met. This includes double-up wagers after the game round has been completed, as well as purchasing bonus round features in games such as for example White Rabbit."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Additional comments from the player:

"I am positive I played through the 5 dollar wagering requirements, only raising the bet after I was able to see the balance change from bonus money to real money. And they won't send me proof can you try and request this for me that would be much appreciated thanks you. 

Also id only been match 25% of $20 so I don't see how the entire amount of money can be voided."

Thank you very much, Emmatainui, for your reply. We always recommend placing a withdrawal request after completing bonus wagering as all the play, until a withdrawal request is being placed, needs to follow bonus rules. Requesting a withdrawal equals to completing the bonus and its rules. Without requesting a withdrawal of your bonus winnings, all the winnings, even after wagering has been completed are usually tied to bonus rules. 

Could you please advise if you have requested a withdrawal right after completing bonus wagering requirements? Looking forward to hearing from you.

I new I had won the 7500 on a bet less than the maximum so I excited put my bet to the maxim 5 knowing I had already played through a decent amount and went steady betting on five so I could withdrawal and only after wagering requirements had been meet raised my bet.also I am extremely confused how a 25%bonus could take over my entire ballance I would have at least usually got my real money winnings regardless of match bonus ..

More concerned is I simply asked for a over betting amount from deposit to my first bet over 5 I'm positive it's well over wagering requirements well over..

Is your game history available in your account? Could you download and forward it to me, please?

How do you download game history I have tried to go back but as game history only goes back every roughly 10 bets and is extremely time lagging on there page could that information be given to be by the casino I have asked on multiple occasions for the proof they have of me still in apparently wagering requirements but they have not replied to any of my emails which makes me think they are withholding that information any advice il try downloading it

Thank you very much, Emmatainui, 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.

Thank you very much

Hello Emmatainui.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Great that is awesome thank you

We would like to ask the 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’.

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 Emmatainui.

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

jozef.k@casino.guru