Unfairly blocked my account after winning over €124.000!

Sehr geehrte Damen und Herren,

ich habe am 26.08.2020 eine Auszahlung in Höhe von 6.893,20 € angefordert.

Man muss dazu noch sagen, dass ich bereits vollständig von Voodoodreams.com verifiziert wurde.

Am 15.10.2020 habe ich eine Nachricht erhalten in der ich angewiesen wurde einen Einzahlungsnachweis zu senden. Den Nachweis zur Einzahlung mit der Referenz 3301921493 habe ich am 05.11.2020 versendet.

Seitdem frage ich wöchentlich den Status meiner Auszahlung ab. Es kommt immer wieder die gleiche Antwort:

" We understand that it is awful having to wait, and apologize for the delay in sorting out this for you. The relevant team is doing their best to get an update on this as soon as they possibly can. Once we have received further information, we will of course let you know."

Die Kundenbetreuer vertrösten mich seit dem 26.11.2020 auf jeder meiner Anfragen erneut, der Nachweis muss noch von der zuständigen Abteilung geprüft werden.

Ich bitte Sie hierbei dringend um Hilfe.

Vielen herzlichen Dank.

Freundlich Grüßt Sie

I withdrew £500 on the 24th and £5000 on the 26th.

It says it takes 72 hours and has been more than this for the £500.

They keep telling me to verify my account even though I have done so about 5 times. I have read lots of reviews saying that they don’t withdraw your money and I am very worried as the £500 should already be in my account as it has been longer than 72 hours.

I withdrew the money using Barclays and have used the same card to deposit my money. I used the Instant Bank Transfer to do so.

Dear ASKGAMBLERS team,

I am writing with the hope that you will be able to assist and help to sort out my outgoing issue.

The issue is related to the verification and withdrawal process.

I opened the account and made 3x deposits with Voodoo Dreams casino (registered as SuprPlay Ltd, operates as NYspins & Duelz Casino) end of May (please see the attachment - File1).

Deposits made: £717.5; £153.75; £1486.25 (also visible on statement - refer to File1)

I was extremally lucky, and I won a big amount of money - straight after that as a responsible player I requested a withdrawal of £25 000. Up to this stage, Voodoo Dreams never asked me to provide any verification documents and was happy to accept my deposits and allowed me to play.

The next day when I went on a live chat to chase for my withdrawal - the support team advised, me to do not to worry as withdrawal takes up to 48h. After this conversation, my pending withdrawal has been returned to the account balance (please see the attachment - File2). I have been shocked that the pending withdrawal has been returned to my account, as I am aware as per new UK Gambling Commission regulations any player's pending withdrawal can’t be returned to the player’s account. As the winning amount was huge and I was afraid to start gambling again, I decided that I need to stop my gambling activity, so I went to GameStop and self-excluded myself (please find the attachment - File3).

After this stage, the biggest "fun" begins.

I received an email with the request to provide more documents (File 4). Please be aware that previously I provided/uploaded all the requested documents directly to Voodoo account.

Please see all the attached files I provided to the casino (files 5-10) - apparently, all provided was not enough to verify my account. Then I received a further email from Voodoo with the request to explain almost every single transaction on my bank statement (please see the attached File-11). I appreciate that the request to provide my payslip and source of funds is reasonable (I highlighted to Voodoo several times that my deposit has been made by using funds that I won in another casino - perfectly visible on my statement).

I have been extremely concerned that Voodoo started to request documents and data related to 3rd parties.

Thankfully my friends and family members have been very supportive and agreed to share this personal and sensitive data - I sent over all requests to Voodoo Dreams (please see attachments Files 12-22). Voodoo came back with confirmation that my source of funds has been approved, but they still need more documents to be provided. Voodoo has kept asking about transactions from Limited company - I explained that back in January 2023 I loaned some money to my mother's cousin, and it's been highlighted that there was no official loan agreement signed (legally you don't need an agreement if loaning money to friends or family) and all been based on trust and agreed verbally (I never had any interest earned) and at this stage (20/06/2023) loan is fully repaid. Voodoo told that a signed letter from the owner of the Limited company with his ID is not enough for them and they requiring to provide a backdated signed and notarised loan agreement (please refer to File 23). We had a conversation with a notary and solicitor - they confirmed that this letter should be accepted as a legal document, and they weren't able to understand the concern of this request. We are not happy go to the notary and backdate the loan agreement for the loan which today is fully repaid - especially since there is no legal requirement for that.

That's not the end of the story, Voodoo also requested my uncle's legitimacy of the funds - my uncle has been happy to provide his tax returns for the last 2 years (Files 24-25). Apparently, it was not enough to prove my uncle's legal income - please be aware that I highlighted that my uncle has been sending money to me using his personal money/savings.

I am extremely confused about how all this requested data/documents related to my verification or withdrawal.

In my personal opinion, I provided enough documents to verify my account (even 3rd party data has been submitted).

At this stage, it seems that Voodoo is delaying and overcomplicating verification just to hold my legal win. I am extremally concerned that there is no one who can control and make sure that Voodoo is not exceeding authority.

ASKGAMBLERS please help me to sort this out and get my legal win as I am losing hope.

I hope as many players as possible would see my case and will think before depositing to Voodoo Dreams.

It was not the first time I won in the casino, but never had such a horrible experience, Voodoo is doing everything to overcomplicate the verification and keep my funds.

On the 18/03/23 I won $200 which I proceeded to withdraw to my visa card. I had a successful withdraw using this method 2 weeks before that. I get the following email around 2 hours after requesting the withdraw

We would like to inform you that your pending withdrawal has been cancelled and refunded back to your player account.

We kindly ask you to re-request the withdrawal to your bank account instead and we will process it as soon as possible.

Thank you in advance and have a nice day!

So that's fine but I instead choose to play the money refunded and win $8000 so I request a withdrawal using the method they asked me to use.

Since then my withdrawal has sat at waiting for approval. I have contacted chat many times who can only say that the relevant department will be in contact and are unable to give a timeframe. Emails sent to the support have not been replied to either. My account is fully verified and I have been a long time customer of this casino. I have not received one update on this matter.

Basically I won £2400 and they froze my account and it’s been like 6weeks and still haven’t received a single penny. First they kept on asking for bank statements of every single month of the year then when all documents was sent they just saying it’s under review. There is no mobile number for this site and you cannot speak to someone online live chat unless you are logged in witch I can’t do since my account is locked.

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.

Dear Ask Gamblers Team, 

I opened an account with VoodooDreams Casino on 29th July 2021 making a deposit of £1,000. I was fortunate enough to win £11,500. I proceeded to request withdrawals of £5,000 and £4,000 on 29th July at 9:45pom and 9:47pm respectively. I received an email at 10:19pm requesting ID documents which I duly provided. On 30th July I requested a further withdrawal of £3,500 bringing the total requested withdrawals to £12,500. Voodoo Dreams then sent me a further email on 30 July requesting source of funds documents which I sent in on 3rd August. 

Voodoo Dreams state their verification can take up to 48 hours, on 5th August, as it approached 48 hours since sending in the documents, they informed me that my case has been escalated further for review. I waited another 48 hours however there was no response. I then enquired with customer services daily for an update as to when my withdrawals will be processed as I have given them everything, however it is now 4 days on since the additional so called escalation and their customer service can provide no further update other than "We guarantee the team are looking at your case and they will reply as soon as possible" each day that passes. I have sent emails to the team that were in contact with me before but they have not replied for 4 days now. 

I only deposited £1,000 not thousands and yet because I profited by £11,500 , I feel they are stalling on paying me out given they fail to approve the withdrawals with each day that passes without providing any reason. I am deeply concerned given the similar complaints of delayed withdrawal payments against this operator on Ask Gamblers from other customers. 

It has been 10days in total now since I requested the withdrawals of a total of £12,500 and nothing seems to be forthcoming apart from excuses daily hence it clearly feels I am being given the round around. 

I would appreciate your assistance in getting this matter resolved so I can move on from this Casino.

Thanks