NYSpins / Voodoo Dreams Rep? - Verification Issue

[cncas2123]

Dear All, we are not curbing any of our obligations. We are in fact following our regulatory and AML requirements thoroughly which are becoming increasingly strenuous. I have looked into @Madaboutit88 pending withdrawal and note he is now verified and withdrawal processed. As it is a credit card payment it should be in his bank account within 5 working days, depending on the bank you use.

So where does it say in UKGC guidelines that you should withhold withdrawals until you get a selfie?
Where in the UKGC guidelines does it tell you to withhold withdrawals for verification to take place?
Are you now saying a £1000 withdrawal is the trigger for AML checks? And if I’m subject to AML checks I am presuming that you are going to report the checks to the necessary authority?
Sorry , but this is a pure stalling tactic from a badly funded operation and you will never see another penny from me.

 

[josh@suprnation]

As per AML requirements transactions cannot be processed unless the necessary KYC checks are made.

 

[cncas2123]

As per AML requirements transactions cannot be processed unless the necessary KYC checks are made.

So you have stopped my withdrawal on AML grounds?
What reason do you have to suspect me of money laundering? Are you going to report me to the correct authorities as a suspected money launderer?
Why have I been sent an email to say my ID was accepted as proof of identity, yet you still want selfie’s?

 

[cncas2123]

@josh@suprnation can you tell me which part of the money laundering guidelines I fall under? I havent had wins of more then E2,000 or deposits of more than E2,000, so what are your grounds for AML checks?

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[josh@suprnation]

@cncas2123 I'm not following your case, I was commenting on a general basis. Please drop me an email with your username on josh@suprnation.com and I can follow up for you. there are usually valid reasons for delays, due to a document submitted not being clear for example.

 

[Slottery]

Giving any specific reasons could be a violation of AML regulations, called tipping off, wouldn't expect any casino operator to provide exact reason why certain document was requested in certain situation (sharing these to players usually share too much information for these not so honest players who want to avoid all verifications and what more information you have, easier it's to do).

 

[cncas2123]

Giving any specific reasons could be a violation of AML regulations, called tipping off, wouldn't expect any casino operator to provide exact reason why certain document was requested in certain situation (sharing these to players usually share too much information for these not so honest players who want to avoid all verifications and what more information you have, easier it's to do).

Times are bad if a £1000 withdrawal is the kick off for money laundering investigations, would they have investigated if I’d lost the £500 in deposits? I don’t think so.

 

[Slottery]

Times are bad if a £1000 withdrawal is the kick off for money laundering investigations, would they have investigated if I’d lost the £500 in deposits? I don’t think so.

These we most often don't gonna know, for UK peeps these requests for ID:s (and many times selfies as impersonating risk there is much higher than most of other places) are quite common to get in quite early but positive is that these are quite easy to cope with.

 

[cncas2123]

24 hours after sending selfie’s and still no withdrawal processed. It’s not going to be processed today by the look of it so if I’m lucky it will be done tomorrow, day 4 after the withdrawal.
Never again will I play in this place.

 

[colinsunderland]

@cncas2123 I'm not following your case, I was commenting on a general basis. Please drop me an email with your username on josh@suprnation.com and I can follow up for you. there are usually valid reasons for delays, due to a document submitted not being clear for example.

Not sure how a selfie could be part of AML checks, but your LCCP clearly states

17.1.1 (2) A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation.

Not sure how telling a customer you won't pay him until he supplies extra documents doesn't breach that. He was also told a limit was hit. As you are supposed to do AML checks on a case by case basis, then why would there be a limit that causes an AML check?
Presumably you have good reason for not requesting the documentation at an earlier point in the customer journey?

 

[cncas2123]

Paid a few minutes ago, will take my winnings and run to the hills as I’m sure if I ever played there again and won they would pull some kind of stunt to delay.

 

[josh@suprnation]

Glad to hear this has also been settled! Please always allow up to 48 hours for documents to be checked and verified. We are dealing with 100's of players on a daily basis. We're working hard behind the scenes on trying to reduce delays as much as possible.

 

[colinsunderland]

Glad to hear this has also been settled! Please always allow up to 48 hours for documents to be checked and verified. We are dealing with 100's of players on a daily basis. We're working hard behind the scenes on trying to reduce delays as much as possible.

and yet won't answer a simple question about your LCCP

 

[psyman]

I have a problem with Voodoo Dreams now too.
I made various deposits via PayPal totalling over £900 and made 2 withdrawals for £33 and £540.

All my verification was accepted.

The casino then sent me a message that they were withholding the winnings as my PayPal is a business account. After complaining they said that business accounts were not allowed and they would have to return my deposits.

I received £150 back and upon checking my account with voodoo games they have approved a withdrawal for £150 and another for £424.

I waited a few days for the £424 but nothing arrived, so I contacted them on live chat. They assured me the £424 was on its way. I waited some more and contacted them again and they said that they are not paying me my £424 or refunding any more deposits because my PayPal is a business account and they showed me a T&C which states that accounts with more than one person attached are not allowed. There is nothing in there about not using a PayPal business account.

My PayPal is a business account as I am about to set up my own business through eBay. The PayPal account and the future business is solely owned by myself and no one else.

I have emailed their complaints department but I dont know how much luck I am going to have.

 

[Slottery]

Usually business accounts or cards are not allowed to be used as assumption is that funds there are not for anyone personal use. Usually you transfer business income to your personal account and in middle take care about taxes etc... casino accepting business bank, paypal, cards or what ever payment method is taking quite a big risk in accepting deposits from anything else than personal accounts.

 

[psyman]

I have sent screenshots of my PayPal account to prove that I am the sole owner.
In any case if that is their policy then they need to refund all of the deposits not just £150 of them.

 

[Slottery]

Wouldn't really use business account to any personal transactions, even you are sole owner, funds on business account usually are not for personal use before tax declared etc, there are reasons why business and personal accounts are different things. You should get your last deposit back.

 

[josh@suprnation]

Dear psyman, as a few rightfully already pointed out, we have a clause that states

"You shall use the Games on your own behalf and not on the behalf of any other person or company."

Please drop me an email on josh@suprnation.com and I'll take a closer look.

 

[chiya]

Dear psyman, as a few rightfully already pointed out, we have a clause that states

"You shall use the Games on your own behalf and not on the behalf of any other person or company."

Please drop me an email on josh@suprnation.com and I'll take a closer look.

You were happy to take his deposits but the moment he tried to withdraw, you have an issue with it? And furthermore seems you refuse to pay winnings but also return deposits.

Whatever your clauses are I call bullshit if they allow you to keep deposits and refuse paying out winnings.

 

[colinsunderland]

Dear psyman, as a few rightfully already pointed out, we have a clause that states

"You shall use the Games on your own behalf and not on the behalf of any other person or company."

Please drop me an email on josh@suprnation.com and I'll take a closer look.

If he is a sole trader, then it is him, it's not another person or company.
If it's a Ltd company, then your term would apply.

At the very least you should refund the deposits, happy to take the money then when it comes to paying out you refuse. Sorry but you can't have it both ways.

Why won't you answer my question about your LCCP?

 

[EkJR]

You were happy to take his deposits but the moment he tried to withdraw, you have an issue with it? And furthermore seems you refuse to pay winnings but also return deposits.

Whatever your clauses are I call bullshit if they allow you to keep deposits and refuse paying out winnings.

This is always the problem. These casinos allow this shit to happen and then weeks/months down the line when a withdrawal is made there is always an issue. I hope the bodies bring in a standard protocol for all operators to follow as this situation is total bullshit.

 

[psyman]

I will be a sole trader when things are up and running but at the moment I am nothing as the business isn't even started yet. I only changed my Paypal account to a business one as it was a requirement to do so in order to link it to the online store I am setting up in Shopify. Anyway I am going to email the rep Josh and hope that he can help me out.

 

[Slottery]

That's something to start from, just explain your situation and you hopefully get everything sorted. You might be asked some statements to show where your dosh is coming from etc... but you should easily be able to show these are not any company funds but yours.

 

[colinsunderland]

Also, Ebay used to insist on some private sellers changing to paypal business accounts if they sold x amount of items or value, so there are a lot of people out there with business accounts who aren't businesses.

 

[psyman]

Dear psyman, as a few rightfully already pointed out, we have a clause that states

"You shall use the Games on your own behalf and not on the behalf of any other person or company."

Please drop me an email on josh@suprnation.com and I'll take a closer look.

Hi Josh. I emailed you a couple of days ago but I haven't heard anything still. Can you please confirm that you received it and if you have any news for me yet?
Thanks