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VoodooDreams Casino - Delayed Payment of €3633

RESOLVED
Complaint Info
Disputed casino VoodooDreams Casino
Reason Delayed payment
Amount € 3633
HaronM Netherlands
Posted on March 5, 2021

Honestly, I've read lots of bad reviews from VoodooDreams before signing up. I tried my best to not be biased because of course if some does not have any problems they will not write about it online. I have to say, I am utterly disappointed with their service. I had a nice win of €3633 and made sure my verification was settled before withdrawing, so I would not run into any issues, I made my withdrawal and right away I got an e-mail that they required a selfie with me holding up my ID. Understandable... I replied right away with the right documents. One day passed, and I went on to the live chat and I got confirmed that my verification is completed and the security department is checking it out.

My withdrawal was on the 21st of February, and it has been almost a 10 full business day and still is not closed to resolved. I find it funny that the customer chat agent also had the audacity to ask me if I would like to cancel my withdrawal and keep on playing? Ah, right! That's why I was contacting the chat because I am not interested in getting paid out.

What's also funny is their current T&C, (5.6. The time for a withdrawal request to be finalized 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.)

It has been well over five business days and my withdrawal seems to be far from finalized, I can't say much good about them. I've played at tons of casino's and have tons of comparison material, I know this is not the way to act as a casino.

HaronM Netherlands
Posted on March 8, 2021

Resolved, I have to take my words back partly. I was losing hope and was prepared for the long run but, after I've sent another e-mail today I got a message back that my withdrawal has been approved after approx. 10 business days. I have to respect that they took my complaint serious and took action in a reasonable time frame, what I would like to see different the next time is VoodooDreams being more transparent in the time frame that's needed to process a withdrawal.

The live chat is always available 24/7 which is amazing but, everyday I got the same response that it will be settled within a couple of days. If I got a more transparent answer ex. 'The withdrawal process could take between 5-15 business days'. I would be more at ease waiting, instead of reading the T&C that states '5 business days'.

All in all, it got resolved pretty quickly, and I have to give my respect to VoodooDreams thank you for still delivering great service in the end.

AskGamblers
Posted on March 8, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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