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In July, VoodooDreams strengthened its payments portfolio in Germany and Austria by enabling two new payment methods:

  • GiroPay for instant bank deposits in Germany.
  • EPS for instant bank deposits in Austria.

See the other blog post for more information, New Payment Methods: GiroPay and EPS.


We saw a record number of withdrawal requests in July and we processed them by setting a new record. We now, most likely have the fastest withdrawals of any online casino.

The Median Handling Time, which is the time between when you request a withdrawal until we process it, dropped from 5.67 to 5.52 minutes.

April May June July
Median Handling Time 5.9 minutes 5.6 minutes 5.67 minutes 5.52 minutes

This once again means that most of your withdrawal requests are getting handled in just over five and a half minutes. Since many of you use instant withdrawal methods like Entercash, Euteller, and Trustly, you often have the funds in your bank accounts a few seconds later.

Customer Service

Although not as big of an increase, we also received a record number of live chats. Despite that increase, the response time to most chats is within 9 seconds. 

Chat ratings decreased slightly to stable at 4.69 out of 5 stars. We make a point to review as many chats as we can and turn that into actionable feedback for the team, as well as identify areas of improvement for VoodooDreams.

The average reply time for email has increased by six minutes to 47 minutes. Most email tickets receive their first reply within approximately 45 minutes. In general, our customer support agents resolve tickets received by email well within 12 hours on average.

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