RESOLVED: Voodoo.Casino - change in terms afterwards

Hello

I am writing to express my serious concerns regarding my recent experience at Voodoo Casino. On 31.08.2023, I deposited €25 into my account, completed the wagering requirements, and subsequently won €2500 in winnings.

However, on the same day that I completed the wagering requirements, I requested a withdrawal of €250, which was later canceled because my profile was allegedly not verified. Following this, I continued to play with the €250 and had a significant win in a NoLimit game. It was only after this win that I requested the full €2500 withdrawal.

I have carefully reviewed your Terms and Conditions, and I could not find any reference to a maximum withdrawal limit of €250 in the welcome bonus or any other section of the terms. When I initially registered with Voodoo Casino, there was no mention of such a limit. Furthermore, I have not been able to find any recent updates to the terms and conditions that include this restriction. UPDATE 03.10.2023 : Now the terms was updated. Max win from welcome Bonus is now x10 only !!

I find this situation deeply unfair and deceptive, as it goes against the principles of transparency and trustworthiness that any reputable online casino should uphold. I kindly request that you thoroughly investigate this matter and provide a clear explanation for the discrepancy between the terms I agreed to when I signed up and the actions taken against my winnings.

I strongly believe that my €2500 in winnings should be rightfully returned to my account, as per the terms and conditions in place at the time of my registration. If there have been any changes to these terms, I should have been informed in advance, allowing me to make an informed decision regarding my participation in your casino.

I trust that Voodoo Casino values its reputation and its commitment to providing a fair gaming experience. I hope that this matter can be resolved promptly and amicably. If necessary, I am prepared to escalate this issue to the relevant authorities for further investigation.

Thanks

Sincerely

Vidoslav

Hello Lowryda23,

We have just checked their welcome package and saw that the max cashout is $250. If that's what it says in the terms, unfortunately we can't do anything. Do you perhaps have some proof that when you took the bonus it was written differently, and are you sure that for the welcome bonus it said no max cashout?

Thank you.

Hello, I routinely peruse the terms and conditions prior to availing myself of any welcome bonus. I am entirely confident that the stipulation limiting the maximum withdrawal to only ten times the deposit did not exist at the time I claimed the bonus. It is worth noting that the terms and conditions have been recently updated, and I strongly suspect that this particular paragraph was introduced during the last revision of the Terms.

Hello Lowryda23,

Could you please send us your Casino Username via private message so we can check this matter with Casino Rep?

Thank you in advance.

Hello Lowryda23,

Thank you for sharing your account details with us. We will inform Casino Rep in order to help you with this matter.

Thank you in advance. 

Hello Lowryda23,

We are still waiting for the clarification from their side. We will send a reminder in hopes that the update will come as soon as possible.

Keep you posted.

Hello Lowryda23,

We apologize for any inconvenience you have experienced while playing on our platform. Information about bonus terms and conditions can be found here .

We also want to inform you that the terms and conditions of the bonus policy have not been changed since launch of our platform. If you have any additional questions, you can always contact our support service [email protected].

Thank you

Hello Lowryda23,

As Casino Rep clarified this case we will mark it as Resolved.