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VoodooDreams Casino - Strange verification problem

REJECTED
Complaint Info
Disputed casino VoodooDreams Casino
Reason Verification issues
Amount $ 3100
Posted on July 9, 2020

On Sunday, June 28, I ordered $ 3,100 to withdraw. The next morning I received information about the need to verify the account. In fact, the first documents that I sent the next day for verification probably did not meet the requirements and I was informed by email.
Therefore, I made additional screens, such as confirmation of the insurance policy and tax settlement, which is an official state document. Then access to my player account was blocked. I can not log in. In a later conversation with live chat I received information that this is a very important process and can take a very long time.
Not receiving any feedback on July 3, I decided to send the documents again. Every day I contact liveczat and get the same automatic replies with "the documents will be checked as soon as possible". What's the strangest thing was I was asked to send documents through the casino site but unfortunately I couldn't do it because I have blocked access to my account.
So for several days I have been sending emails every day with sixteen screens for verification. Unfortunately, no effect and no response. This is very similar to the ziggy73 complaint. Of course, I have screenshots of conversations with live and email screens.

Posted on July 10, 2020

Dear TKH10,
Now that we have received the required documents and verified your account, your payment was processed yesterday. Since withdrawal is made back into your Credit Card it may take up to 4 banking days to receive the funds.
Please confirm once received so we can mark this as Resolved.

Posted on July 11, 2020

This is not true what you write here. The account has not been verified and I am blocked from accessing my account. In the email you write to me that I can submit my complaint to other institutions which resolve disputes, for example Pardee and European ODR. In the dispute on askgamblers you write how wonderful you are that you have transferred funds to my card and I will receive them within 4 banking days. In a message to me you write something completely different. I see from you the wrong behavior so that users can see how great you are here. Very poor handling.

Posted on July 12, 2020

Dear TKH10,
We apologise for the misunderstanding, as you correctly pointed out yourself, you have as yet not been verified, and is in fact the reason why the payment hasn't been processed.

We have again requested the latest Bank Statement linked to the Credit Card showing your Deposit made, and so far haven't received it.

Once we receive this, we can proceed with verification.

AskGamblers
Posted on July 13, 2020

Dear @tkh10,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the VoodooDreams Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

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