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VoodooDreams Casino - Run around with cashouts

REJECTED
Complaint Info
Disputed casino VoodooDreams Casino
Reason Declined payment
Amount $ 65500
Inactive user
Posted on April 9, 2020

My complaints are in regards to major on going issues with Voodoo.

This started on 17/02/2020 after I tried to make a withdrawal of $1500 which was rejected .On the same day $500 was approved.
On the 19/02/2020 I tried to withdraw $1500 which was rejected 4 times then on my 5th attempt was approved .
On the 20/02/2020 I tried to withdraw $1000 twice which was rejected. Also on the same date I tried to withdraw $1500 which was again rejected .
Again on the 20th i withdrew $3000 which approved .
On the 21/02/2020 the following withdrawals were rejected : $1000, $1500, $3000, $6000, $5.500, $5.500, $600, $15000,$5000, $1000, $5000, $15000,$15000, $5000, $1500. There was one approved withdrawal of $500 the same day.
My account was then frozen with out any warning or notifications . Once i contacted them I was informed my account was blocked for 7 days. After the 7 days i tried to enter my account but when i clicked ok to enter my account there was a message saying self exclusion which i never put on my account.
On the 26/02/2020 I was approved for a withdrawal of $83. 967.333. This was during the period my account was blocked.
I continually messaged Voodoo asking for basic information and answers. I was fobbed off in every instance being told that either I was not to worry it would all be ok or my case was going through security checks and verification or the right person from the right team wasn’t there today and they would be in touch. This went on and on with no outcome or result and I was always told the same thing time and time again.
After continually trying to contact Voodoo and get answers and asking for proof and documented detail from their end i was finally told after 12 days there was a technical issue and the machine had payed me out double the amount which resulted in me owing them $2000.
I asked for all proof and documentation to back up what they were saying. They said they will raise this with the appropriate department and get back to me. This was over a month ago and I still haven't heard anything from them.
I have during all of this still played with Voodoo. Not surprisingly my new resent winnings are pending waiting approval .They have been since the 24/3/2020 which is a breach of their terms and conditions clearly stated on voodoos website as follow: 5.6. The time for a withdrawal request to be finalised may vary due to circumstances, however a withdrawal attempt should be approved or denied within a maximum of five (5) business days, from the date by which you have submitted all requested documentation. For your protection, you may only withdraw the maximum amount of Euro 100,000 (or equivalent in your chosen Account currency), per month, unless a larger amount has been agreed by us...

AskGamblers
Posted on April 9, 2020

Dear @Heremia,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Inactive user
Posted on April 9, 2020

Hi there and thank you for your reply.
Im sorry but can you let me know how you need me to update my complaint and clarify my disputed withdrawals (eg the format etc)as i appreciate your help and want to do whatever you need but am uncertain what it is you require as in my first message I detailed all my disputed withdrawal requests with amounts and dates.
Many thanks
Heremia

AskGamblers
Posted on April 9, 2020

Dear @Heremia,

Please state just total amount and currency nothing more.

Thank you in advance.

AskGamblers
Posted on April 22, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Inactive user
Posted on April 22, 2020

I need to add that voodoo already resolved the first issue but could not provide any proof of what they clam to be true. which is why they allowed me back into the website to play again. Now they have close my account permanently after they lied to me for 2 months they had no problems taking my money which i have put thousands of dollars into the gaming site Voodoodreams whilst they knew if i was to win and try withdraw any money that I would not be paid out because of this so called the technical error. They continued to say they would get back to me regarding the issue that was already resolved so why/how they get away without paying me any of my winnings its a big scam. dose anyone get paid out big wins and how do they decide who they are going let get the big wins paid out and who that are going to lie cheat steal and muck around and try and make them feel like they have done something wrong. its seems that they can just turn around and block you close your account and thats that. They have stolen my money ripped me off scammed me and they just get anyway with it.

There is far to many things that they have said and done that they cant/haven’t provide me with proof its crazy this is over $100.000



the email i got after the first issue



VoodooDreams Security on March 4, 2020 at 2:10pm wrote:


Dear Heremia,


We note that your account has been credited with double the amount that should have been paid out to you, and that such duplicate funds have now been withdrawn by you as a result of your request for a withdrawal of winnings with SuprPlay Ltd. (hereinafter “SuprPlay”).


We apologise for the technical error which has caused this.


We request that you immediately refund SuprPlay Ltd. by returning the funds sent to you in error, by returning them to our bank account with the following details:


< bank account info removed >


The funds due to SuprPlay Ltd shall be that of 2000 NZD. We request that you do this within seven (7) days from receipt of this letter.


We apologise for any inconvenience this has caused, but do ask for your kind co-operation with this matter.


Please contact us via securi­[email protected]­voo­doo­dre­ams.com should you require any further information.



Sincerely,


Legal Team

SuprPlay Ltd.

AskGamblers
Posted on April 22, 2020

Dear Heremia,

Please be informed that parts of your last post have been removed because they contained sensitive information. We would appreciate if you could be more careful in the future and avoid posting sensitive and private info.

Thank you for your cooperation.

Inactive user
Posted on April 22, 2020

Sorry what parts of my post are sensitive so i can avoid this from happening again.

Thanks
Heremia

AskGamblers
Posted on April 27, 2020

Dear all,

This complaint has been reopened as per VoodooDreams Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on April 27, 2020

Dear All,
We have contacted the player directly on this matter, and given a thorough explanation of the timeline of events. At this moment in time we are not in a position to discuss this complaint or share player data in this forum. This is due to both regulatory and data protection obligations.

AskGamblers
Posted on April 27, 2020

Dear VoodooDreams Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thank you in advance.

Posted on April 27, 2020

Good afternoon,
We are waiting on the player to review our communication to him and awaiting his reply, prior to commenting any further.
Kind regards

Inactive user
Posted on April 30, 2020

Wow so voodoodreams has told me the same thing over and over again which began with : Your account was credited with extra funds ,this was due to an issue with our third-party provider. We can see that $83.380.52 was generated as a balance as a result of the error.

Terms and conditions 9.1.,9.6.,9.11.

Between February 19th-21st they state that i withdrew $3000 in a total of this amount generated in error {voodos words}.Out of this amount $1931.24 was generated in error and is due to them. On the 25th they confiscated the remaining balance of $83.967.30 and blocked my account.

Now voodoo says they emailed me on the 4th requesting that the funds withdraw in error to be returned in 7 days.

I replied 10 hours later asking for proof, which I am entitled to do if I was going to return any of my winnings.

On the 6th of March I was told by voodoo that my query has been raised with the relevant people and they would get back to me once they have further details.

I replied to that message 5 hours later and did not hear back from them. I then messaged Voodoo on the 9th and the 11th of March with no reply .Finally they replied 8 days later but they had no proof or information that they could provide.

I sent a further 2 emails one on 18th and one on the 24th of March . Voodoo replied on the 24th of March saying nothing regarding the $2000 they mentioned in the first email, so why in the first email is the figure different?. So as i am still waiting for information and proof on this issue, because the funds were not returned to them voodoo says "please be aware that using funds that do not rightfully belong to you is illegal thus stating I am a criminal but as far as I am concerned the only criminal here is voodoodreams.

0n the 23rd March voodoo noticed that i deposited a further $1530, played and won and requested a withdrawal of $24,000, but voodoo says in line with the terms and conditions 9.1.,9.6.,9.11. that they have the right to confiscate the balance as it was generated using funds that were credited in error, they have closed my account permanently and say that I must not attempt to re open any account with Suprply Ltd.

Now to my astonishment voodoo has performed a final financial reconciliation exercise on the funds i have deposited and withdrew (in error), staked and won, and they determined that a refund of $222.57 is due to me. They will be refunding this amount to my payment methods

So from $107.380.52 to $222.57 !! Please please people share this as much as you can to as many people as you can .I don’t wish this on my worst enemy. They need to be stopped.

I simply wanted and deserved clear transparent information and proof from them every step of the way and not to be sidelined and cast aside.

I want and will challenge this every step of the way. It is a gross injustice .

Regards < full name removed >

Posted on May 1, 2020

Dear Heremia, Sorry to hear that you are not satisfied with your experience with us. At Voodoo Dreams, we take complaints seriously as we strive to make our products better. At this moment in time we are not in a position to discuss this complaint or share player data with this service. This is due to regulatory obligations and data protection reasons. In order to resolve your query, you may contact us directly on sup­por­t-e­[email protected]­ood­ood­rea­ms.c­om . For more information on our complaints procedures please refer to our terms and conditions

Inactive user
Posted on May 2, 2020

The thing is that I have contacted the support service repeatedly and have absolutely no result and just get fobbed off time and time again. I receive zero information and am told the same thing. There has been zero results in any way shape or form , totally unsatisfactory and utterly unprofessional , its like talking to a brick wall and the most frustrating and stressful experience in my life that has had a significant impact on my mental and physical health. No one seems to care in the slightest and i am continually ignored, its inhumane and unacceptable .
Because of the lack of communication and information you are now refusing to pay further winnings, my winnings, a huge amount of money. Someone in your company needs to have such common decency and take responsibility

Posted on May 2, 2020

Dear Heremia,

We have as yet not received any reply from you to our communication sent on the 27th April. Please reply to us directly in order for us to take this forward.
Thank you.

Inactive user
Posted on May 3, 2020

Check your emails

Posted on May 7, 2020

Dear HEREMIA,
We thank you for your email and shall be replying to you with the requested information shortly.
kind regards

Inactive user
Posted on May 9, 2020

Your advertising an online gambling service which in your terms and conditions you describe as a game and may well be (by your own terms and conditions) not fit for purpose of gambling.
I need the system logs showing the errors which occurred leading to and during my gaming that cause the substantial error
Please also send me the transaction logs between your gaming machines, and accounts systems as well as any external interface for remote withdrawals of any balance.

Thanks for providing the Machine spin by spin logs (game transaction? Spread sheets). Interestingly they do not show my account accumulating a grand total. Do you have such a log showing the 20 or 40k i won? If so, are there any transaction logs connected to the machine that accumulates this data which we can analyze to identify where the errors occurred leading up to final large balance owing to me.

AskGamblers
Posted on June 3, 2020

Dear all,

This complaint has been reopened as per VoodooDreams Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on June 4, 2020

Dear HEREMIA,
As per your request we have forwarded all your requested transactions which clearly displays the issue that resulted in this unfortunate situation. We therefore consider this topic resolved and rejected.
kind regards

AskGamblers
Posted on June 4, 2020

Dear @Heremia,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Inactive user
Posted on June 7, 2020

WOW Voodoo I am appalled at your behaviour and communication and your quote " If the transactions which clearly displays the issue that resulted in this unfortunate situation”. The least you could do, like i've asked before is clearly showing me in detail either highlighting or outlining the information which was never done . I am entitled to all the information to prove the claim which you are claiming but I wasn't provided this until April 27, 2020. I won $40,000 so to have voodoo say that no I did not is extremely infuriating and resulted in an Issue that left me owing SuprPlay $2000. Surreally gave me 7 days to repay this and because I refused to pay until I was provided with the transaction history and due to their gross lack of communication ,they are claiming that the (my) winnings I was withdrawing on 23rd March of $24,000 I will not be receiving. So I have gone from $64,000 to owing $2000 and now they are trying to pay me out $222.57.


I will post the transactions they have provided as I am stumped and been denied any help therefore maybe someone can show me the errors they are claiming have taken place.


"Quote Voodoo

On March 4th, we requested these funds withdrawn in error to be returned. These funds were not returned to us. Please be aware that using funds that do not rightfully belong to you, is illegal."


I Heremia emailed them back on the the same day March 4th asking for the transactions. Voodoos next contact was 8days later


"Quote Voodoo

On 23rd March, we noticed you deposited a further NZ$ 1530.00, played and requested a withdrawal of NZ$ 24,000. Again, in line with the terms described above, we have confiscated this balance. As it was generated using funds that were credited in error."


Voodoo are just Robbers Criminals Crookes


This is Voodoo reply to my email on the 4th

VoodooDreams Security on March 12, 2020, at 9:51pm wrote:


Hi Heremia,


Hope you're doing well.


We wanted to assure you that your case haven't been forgotten and that the relevant department is still looking into the case as per our previous email. Rest assured that you'll be notified as soon as there is any relevant information we can provide you.


Thank you for our understanding


"Quote Voodoo

On 23rd March, we noticed you deposited a further NZ$ 1530.00, played and requested a withdrawal of NZ$ 24,000. Again, in line with the terms described above, we have confiscated this balance. As it was generated using funds that were credited in error."


Voodoo are just Robbers Criminals Crookes


This is the email from Voodoo that had the Attachment I asked for only 56days later

LtdVoodooDreams Security on April 27, 2020, at 8:32am wrote:


Dear Mr < surname removed >,


We hope this email finds you well.


We recently conducted a review of your account and detected a discrepancy.


Your account was credited with extra funds in error. This was due to an issue with our third-party provider. We can see that NZ$ 83,380.52 was generated as a balance as a result of the error.

Our terms and conditions state:

9.1. Unexpected technical problems or circumstances outside our control, such as technical problems at third party providers, or unexpected technical problems with the loyalty system or any other system on the Website/s, allows SuprPlay to cancel wagers and give refunds to players. Additionally, you acknowledge that your computer equipment or mobile device and Internet connection may affect the performance and operation of the website, and for this reason, SuprPlay cannot guarantee that the website will operate without faults or errors or that its services will be provided without interruption. SuprPlay does not accept any liability for any failures or issues that arise due to your equipment, Internet connection or a third-party provider. This shall also include your inability to place wagers or wagers or to view or receive information in relation to certain particular games.

9.6. Should a game contain a bug or misconfiguration that causes incorrect behaviour or payouts, are has the right to remove the game and alter players balances and account details in order to correct the mistake?

9.11. You are not allowed to abuse, or attempt to abuse any error or instance of incompleteness on the Website, in the Client application, in any of the Software or in any of the Services provided by us. Should you become aware of such an error or incompleteness, you shall refrain from taking any advantage thereof and notify us immediately. If you do not comply with this clause and take advantage of, or divulge any information about an error or incompleteness, SuprPlay shall be entitled to any remedies available at law and this shall include compensation for any costs it may have incurred in association with any losses, which would have resulted from your breach of this clause.

Timeline of events:

Between February 19th and 21st, we can see that you withdrew NZ$ 3,000 in a total of this amount generated in error. Out of this amount, NZ$ 1,931.24 was generated in error and is due to us.

On February 19th, in line with our terms and conditions above, we confiscated the remaining balance (NZ$ 83,967.33).

On March 4th, we requested these funds withdrawn in error to be returned. These funds were not returned to us. Please be aware that using funds that do not rightfully belong to you, is illegal.

On 23rd March, we noticed you deposited a further NZ$ 1530.00, played and requested a withdrawal of NZ$ 24,000. Again, in line with the terms described above, we have confiscated this balance. As it was generated using funds that were credited in error. We have closed your accounts permanently and you must not attempt to re-open any accounts with SuprPlay Ltd.

We have performed a final financial reconciliation exercise on the funds you deposited, withdrew (in error), staked and won, and we determined a refund of NZ$ 222.57 is due to you. We will be refunding this amount to your payment methods.


We apologise for any inconvenience this has caused, but do ask for your kind cooperation with this matter.


Come on Voodoo I would be happy with my $24,000 as this was won out right with no errors . What you are doing is unfair and daylight robbery. It is crazy how you get away with doing this and incomprehensible . I have put a fair bit of money into your site and this is just not fair.

Please note I will keep sharing and posting this everyday on every Casino , Gaming , Social media site I can until we can come to some appropriate agreement


Thanks

AskGamblers
Posted on June 11, 2020

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the VoodooDreams Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

AskGamblers
Posted on July 27, 2020

Dear all,

This complaint has been reopened as per VoodooDreams Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on July 27, 2020

good afternoon,
Further to the above, we have allowed some time to elapse in order to allow the player to get back to us.

As per the player's request on the 3rd May, we had subsequently submitted the full transaction list on the 5th May, of all payments and gameplay, clearly showing the technical glitch due to 3rd party, where the player's balance was multiplying for no valid reason. The error also occurred after we cancelled withdrawals, since the winnings he wanted to withdraw where not from legitimate funds.

The player acknowledged the strange ooccurencecurrence after we submitted all the required info.

This is why we feel the casino had a right to proceed as we did and within our Terms and Conditions, furthermore advising the player may consider arbitration at ADR, if they felt they had a legitimate case.

However after 2 months elapsing there's no indication they have done so and therefore wish to close this case.

Inactive user
Posted on July 30, 2020

<Post removed due to offensive behavior>

AskGamblers
Posted on July 30, 2020

AskGamblers Complaints Team is considering the behavior demonstrated by the player to be incompatible with AGCCS standards for an honest, just and respectful mannerof communication during the complaints process. Such behavior is considered as a direct breach of the Terms & Conditions associated with AskGamblers Complaints Service.

Based on the above, we took the decision to reject this case and suspend the player from using our services in the future.


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