Dear Ask Gamblers Team,
Gladly I stumbled upon this website :)
Here is factual situation relating to VoodooDreams which is both regarding a withdrawal request and verification.
I joined VD back in March 2022. My first visit resulted in a circa £2k loss - money I was fully expecting (and could afford) to lose. I decided not to play again until more recently - 2nd May 2022 to be precise. It was Bank holiday weekend and fancied a go on the slots.
I decided to try VD again to see if the slots were in a better mood! After depositing £100, I got lucky and hit a £1750 return on a slot. This is where the issues started.....
On 2 May 2022 I made a withdrawal request for £1550. It started the process and stated pending withdrawal within my account details. Fine.
On 3 May - I contacted Live chat who stated that the deposit would be processed (today) and I should expect funds by 4 May 2022. Nothing arrived.
Within the same chat they asked if I had sent in my verification information to which I responded No but would do immediately.
I uploaded my ID and my proof of address (utility bill) and a redacted bank statement to the verification area with no issues and the first two items were verified by the following day.
I then received an email from the VD verification team (5 May) stating: “we will require some additional documentation.
With regards to your XXX bank statement, as you have hidden most of the transactions, we are required to see deposits done with us to understand the source of funds, whilst also assessing your affordability with us moving forward. Therefore, please send us an unedited bank statement showing deposits done with us, whilst also showing your bills, and rent/mortgage transactions as we need to assess your affordability.”
I promptly uploaded a unredacted version of the bank account. Off the back of this, I decided to offer up further transparency of my account via Credit Kudos as they also stated this within their email:
“We also use open banking for this, should you want to opt-in, please have a look below.
Bank verification – Instead of a bank statement, you may verify by bank verification. Please follow the link below, login to your online banking by choosing the bank account where you receive your monthly income and the one which you used to deposit on our website. This is a safe and secure way to verify your banking details with us and it grants one-time, read-only access to your transactions and banking information (such as your name and bank account number). Please note that this process is authorised and regulated by the Financial Conduct Authority.”
This was processed on the same day (5 May) and received confirmation (5 May @ 15:18 from CK that all was successful.
At this juncture still no funds from the withdrawal and account operational.
On 7 May I emailed verification and support asking for an update on the process.
On 8 May I receive this – which is duplicate of the snippet I posted above:
I hope this E-mail finds you well,
I am sending you this E-mail today as you have not managed to verify your account in the given timeframe. Your account will now be blocked until your account has been verified. I have listed the documentation again for your reference if you wish to consider re-opening your account in the future.
The required documents are the following:
Salary - A recent payslip and a matching bank statement showing the salary being credited to an account in your name. Please submit the documents in the original PDF or paper format.
Bank verification – Instead of a bank statement, you may verify by bank verification. Please follow the link below, login to your online banking by choosing the bank account where you receive your monthly income and the one which you used to deposit on our website. This is a safe and secure way to verify your banking details with us and it grants one-time, read-only access to your transactions and banking information (such as your name and bank account number). Please note that this process is authorised and regulated by the Financial Conduct Authority.
All documents will be checked and handled safely by our security team. For any questions regarding the verification, you may contact our customer service via live chat.
Thank you for your cooperation.
On 8 May I politely respond to the email asking the following:
“I’m sorry, just for clarity, you are stating you have not received either the payslip or the statement (uploaded to portal 2 May) and denying that the Credit Kuros report (generated 5 May @ 15:18) is in your possession ??”
I then receive another duplicate of their previous response above...
Now at this stage, I’m none the wiser aside from them telling me my account is now blocked.
By keep sending me the same request doesn’t answer the question/s. Why were the original “under review” uploads not good enough and in addition (which I didn’t have to do) wasn’t the CreditKudos report reviewed – something that was provided to them by a third party at their (VD) request.
I know (sometimes) technology fails but by me manually uploading the requested documents and them acknowledging receipt within my account and stating ‘under review’ plus them receiving the CreditKudos report, that would leave no verification outstanding. My source of wealth via my payslip and detail within my statement confirms all they want to know.
In summary – I have provided ALL documentation requested. I have complied with ALL requests and have been complicit and very reasonable throughout what has been a very frustrating process. The above is a correlation of the facts.
Outcome:
1. In light all documents have been provided, I would expect verification or source of wealth checks to have been completed or at a minimum to be completed within the next 24 hours – this after all is an internal process out of anyone’s control from outside of VoodooDreams.
2. I would like the ‘winnings’ for the amount of £1550 processed to my chosen payment method as per the withdrawal request and for this to be concluded once point 1 (above) has been finalised.
