VoodooDreams Casino - Spelarens ifrågasättningsregler.

I deposited € 50 and received € 50 bonus credit.

When I started a session I was shown that I was only playing with the bonus balance

the loss was deducted from the real money and the profit was credited to the bonus balance, which I then have to wager very often, which is almost impossible.

So I was shown a game with the bonus but then my real money was withdrawn. So was the profit from real money with conditions that I have to implement countless times like the bonus. I think it's absolute fraud.

Habe 50€ eingezahlt und 50€ Bonusguthaben erhalten.

Als ich eine Sitzung begonnen habe wurde mir angezeigt, dass ich nur mit dem Bonusguthaben spiele aber

der Verlust wurde vom Echtgeld abgezogen und der Gewinn auf das Bonusguthaben gutgeschrieben welchen ich dann sehr oft umsetzen muss, was fast unmöglich ist.

Mir wurde also ein Spiel mit dem Bonus angezeigt aber dann mein Echtgeld abgezogen. Somit war auch der Gewinn vom Echtgeld mit Auflagen die ich wie den Bonus unzählige male umsetzen muss. Meines Erachtens absoluter Betrug.

Dear Selda,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.voodoodreams.com/en/bonus-terms:

"When you claim a bonus, your deposited money + bonus money is turned into a "bonus balance".

The bonus balance is locked until the either the wagering requirements have been met, your bonus balance is lost, the bonus time period expires or you choose to forfeit the bonus.

All bets placed when you have an active bonus will be deducted from your bonus balance. Your deposited money is deducted first and then your bonus money.

Any winnings generated from bets placed with your bonus balance will be added to your bonus money.

Your bonus balance will be converted to real money as soon as the wagering requirement is met."

This is a standard format of any Deposit bonus. For more information regarding bonuses in general and how they work, I would recommend checking our article https://casino.guru/casino-bonuses-deposit-bonuses.

Please let us know if this information was helpful. Looking forward to hearing from you.

Best regards,

Petronela

Dear Selda,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.