NYSpins / Voodoo Dreams Rep? - Verification Issue

[psyman]

Despite several emails to support and to the rep, Josh I've still not heard anything. Does anyone have any suggestions for my next step?

 

[navyboy]

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.

Dear Josh,

can you explain why you haven’t replied to my emails, messages or Skype? I have waited over 18 weeks for the verification process to be completed for my £50,000 withdrawals! I have sent in all explanation off my funds and can you tell me why it takes over a week for me to get a reply back from NYSPINS????

 

[josh@suprnation]

Dear Navyboy,
we are an operator that takes its commitment to its customers and its licence conditions very seriously indeed.

We have contacted you directly on this matter several times and kindly ask you to refer to our most recent communication.

If you remain unhappy with the resolution provided by us, you may refer the matter for free and independent adjudication by IBAS. Additional details about this can be found in our terms and conditions.

 

[colinsunderland]

Dear Navyboy,
we are an operator that takes its commitment to its customers and its licence conditions very seriously indeed.

We have contacted you directly on this matter several times and kindly ask you to refer to our most recent communication.

If you remain unhappy with the resolution provided by us, you may refer the matter for free and independent adjudication by IBAS. Additional details about this can be found in our terms and conditions.

Are you suggesting his posts aren't factual? As from what has been posted here, and elsewhere, he is owed £50k, for a matter of months now, because you keep asking for more and more documentation, in which the main stumbling block seems to be that every time he supplies what you request, a week or more later, you ask for more. Like wanting certificates of winnings from Grosvenor for example, not that I understand why you would need that, unless you think they are involved in money laundering, as a company that size are hardly likely to be randomly paying five figure sums into someones bank account, unless they won money there.
Personally, if what he says is true, I would have stopped correspondence with you by now and you would be in receipt of a claim from the courts.
From numerous other complaints I've seen, it seems these delaying tactics are commonplace with you.

 

[navyboy]

Dear Navyboy,
we are an operator that takes its commitment to its customers and its licence conditions very seriously indeed.

We have contacted you directly on this matter several times and kindly ask you to refer to our most recent communication.

If you remain unhappy with the resolution provided by us, you may refer the matter for free and independent adjudication by IBAS. Additional details about this can be found in our terms and conditions.

Dear Josh,
In the last email I have received from NYSPINS last Monday they said that the problem is the large cash deposits in my savings account? So I sent NYSPINS an email last week asking for the cash deposit you’re not happy with including the amounts, dates on my bank statement. Then I can look at this information and email NYSPINS back to confirm the transactions that NYSPINS is not happy with. It’s been another 7 days and NYSPINS haven’t responded to my emails again in a appropriate manner. I would also like to say Josh that the this has become a pattern of not responding in a timely manner over the last 18 weeks.

you have been given more than enough information bank statements and documentation that I have sent you over the last 18 weeks.
The facts are I deposited £3,000 in total and now have given you well over 100k in deposits from other casinos into my bank account before I deposited on NYSPINS.
Even in the email back in December it says that they want documentation from grosvenor and betvictor this would complete the source off funds and I sent that only to receive more bullshit behaviour from this company again.

as I asked in my last email please send me the transactions on my savings that NYSPINS are not happy with then I can respond to that immediately and then you can pay me out!

I just spoke to live chat this is the rubbish I have to deal with all the time 7 days now waiting for a response?

you must think I am stupid Josh as I can see on many occasions NYSPINS, voodoodreams stalling verification withdrawals payments is disgusting

 

[navyboy]

Are you suggesting his posts aren't factual? As from what has been posted here, and elsewhere, he is owed £50k, for a matter of months now, because you keep asking for more and more documentation, in which the main stumbling block seems to be that every time he supplies what you request, a week or more later, you ask for more. Like wanting certificates of winnings from Grosvenor for example, not that I understand why you would need that, unless you think they are involved in money laundering, as a company that size are hardly likely to be randomly paying five figure sums into someones bank account, unless they won money there.
Personally, if what he says is true, I would have stopped correspondence with you by now and you would be in receipt of a claim from the courts.
From numerous other complaints I've seen, it seems these delaying tactics are commonplace with you.

Dear Colin,

I have attached most of the last email I have received. They seem to have an issue with cash deposits I made on my savings account but like I have asked in my last email for them to send me the transactions there not happy with and amounts then I can respond to them with the justification to get this completed. So I am not sure why it’s taken them over 7 days now to email me this information.

Just to add on I have also given vast amounts off documentation to NYSPINS which is proof off winnings from other casino grosvenor, betvictor, winning room before I deposited with them. Those three casino alone I have in total £183,000 going into my bank account before I deposited with them.

it just doesn’t make sense to me either they don’t like customers winning big amounts or they just like to delay. I have looked at other dispute sites with NYSPINS, voodoodreams dreams and there is definitely a big pattern.

I am just wanting for my next email Colin from them if it’s more bullshit then my solicitor is ready and waiting to take action.

 

[navyboy]

Are you suggesting his posts aren't factual? As from what has been posted here, and elsewhere, he is owed £50k, for a matter of months now, because you keep asking for more and more documentation, in which the main stumbling block seems to be that every time he supplies what you request, a week or more later, you ask for more. Like wanting certificates of winnings from Grosvenor for example, not that I understand why you would need that, unless you think they are involved in money laundering, as a company that size are hardly likely to be randomly paying five figure sums into someones bank account, unless they won money there.
Personally, if what he says is true, I would have stopped correspondence with you by now and you would be in receipt of a claim from the courts.
From numerous other complaints I've seen, it seems these delaying tactics are commonplace with you.

Dear Colin,

I have attached my winnings from grosvenor, betvictor and winning room.

I have also attached the email from December about grosvenor and betvictor.

 

[navyboy]

Dear Navyboy,
we are an operator that takes its commitment to its customers and its licence conditions very seriously indeed.

We have contacted you directly on this matter several times and kindly ask you to refer to our most recent communication.

If you remain unhappy with the resolution provided by us, you may refer the matter for free and independent adjudication by IBAS. Additional details about this can be found in our terms and conditions.

Dear Josh,

why am I chasing a response from you and you’re team at NYSPINS?

I have asked for the compliance team to send me the detailed information I have requested but why am I still waiting 7 days to still not get a response?

 

[irish-ranger]

Dear Josh,

why am I chasing a response from you and you’re team at NYSPINS?

I have asked for the compliance team to send me the detailed information I have requested but why am I still waiting 7 days to still not get a response?

Listen mate its obvious they are conpleatly taking the piss time to chin them off and go down the legal route..
They have form for this with large withdrawals I'm sure new players hitting a goggle search and see what crap they pull and will vote with their feet..

 

[navyboy]

Listen mate its obvious they are conpleatly taking the piss time to chin them off and go down the legal route..
They have form for this with large withdrawals I'm sure new players hitting a goggle search and see what crap they pull and will vote with their feet..

Well I will definitely be taking legal action against them if they don’t sort this out this week. I have done nothing wrong all above board and I my evidence for funds is overwhelming for sure.
Yes I have seen so many bad reviews on this company for delaying payments etc a company like this should be shut down

 

[cncas2123]

I closed my account with them after they messed about with a £1,000 withdraw for 4 days, and I have to say I would never dream of going near them again. because I knew if it took them that long, and made me go through so many hoops for that withdrawal if I ever did hit something really substantial I knew they would baulk at every turn.
Too many good quick paying sites around to bother with this crowd, and as a few have said, go down the legal route, and i would also drop an email to the UKGC and let them know that this crowd have held your withdrawal for 4 months for no valid reason.

 

[navyboy]

I closed my account with them after they messed about with a £1,000 withdraw for 4 days, and I have to say I would never dream of going near them again. because I knew if it took them that long, and made me go through so many hoops for that withdrawal if I ever did hit something really substantial I knew they would baulk at every turn.
Too many good quick paying sites around to bother with this crowd, and as a few have said, go down the legal route, and i would also drop an email to the UKGC and let them know that this crowd have held your withdrawal for 4 months for no valid reason.

Don’t worry mate my solicitor is on standby now, he understand everything what I have explained and will be enforcing action end of this week if there are still messing around. Still no reply today is incredible that the compliance team can’t respond in a timely manner! 7 days now waiting what do these people do?
We should all keep away from suprnation casinos unless they start looking after customers properly.

 

[navyboy]

Dear Navyboy,
we are an operator that takes its commitment to its customers and its licence conditions very seriously indeed.

We have contacted you directly on this matter several times and kindly ask you to refer to our most recent communication.

If you remain unhappy with the resolution provided by us, you may refer the matter for free and independent adjudication by IBAS. Additional details about this can be found in our terms and conditions.

Dear Josh,

So you guys take you’re customers seriously etc?
So why have I been waiting 18 weeks for my money plus now another 8 days for a response to my emails I have sent NYSPINS? I have referred to the email I received 8 days ago and have responded asking for information which I haven’t got yet!
This is a screenshot from live chat just more bullshit I have to put up with.

 

[colinsunderland]

Dear Josh,

So you guys take you’re customers seriously etc?
So why have I been waiting 18 weeks for my money plus now another 8 days for a response to my emails I have sent NYSPINS? I have referred to the email I received 8 days ago and have responded asking for information which I haven’t got yet!
This is a screenshot from live chat just more bullshit I have to put up with.

I would start a PAB now

 

[Mr Wild]

@navyboy the only reason they would be allowed to hold your funds is if NCA have told them so. You can refuse to supply documents. They need to pay you as long as NCA dont stop them. NCA rarley stop any funds going out from a casino. NCA will give this information to the casino within a couple of days.

Report this to UKGC and send them this forum thread. I know UKGC say they dont look into player complaints, but they do and they do contact operators about bigger issues.

Basically if they didnt get proper documentation from you within 30 days from requesting it and they decide they believe you are playing with dirty money. They should terminate the business relationship with you and report you to NCA who will inform them what to do with the money.

If 18 weeks have passed. They are already in breach against UKGC and AML regulation.

You can also contact NCA (National Crime Agency) Im sure they would like to know about it.

 

[Mr Wild]

Also, if they dont want to terminate business relationship with you. Then you can self-exclude. They have about 5 days to pay out your balance otherwise they are in breach of their licence. Leovegas got a slap on the wrist a few years back regarding this, however from their end it was a technical error if I recall it correct.

 

[colinsunderland]

@navyboy the only reason they would be allowed to hold your funds is if NCA have told them so. You can refuse to supply documents. They need to pay you as long as NCA dont stop them. NCA rarley stop any funds going out from a casino. NCA will give this information to the casino within a couple of days.

Report this to UKGC and send them this forum thread. I know UKGC say they dont look into player complaints, but they do and they do contact operators about bigger issues.

Basically if they didnt get proper documentation from you within 30 days from requesting it and they decide they believe you are playing with dirty money. They should terminate the business relationship with you and report you to NCA who will inform them what to do with the money.

If 18 weeks have passed. They are already in breach against UKGC and AML regulation.

You can also contact NCA (National Crime Agency) Im sure they would like to know about it.

Looking at other threads, both here and elsewhere, it seems to be a systematic failing, as they are doing the same to other customers, hence me tagging @Casinomeister

Don't suppose you have the links to the UKGC and AML regulations on this, I know I've read them previously, and will have saved the links, but could I find it a couple of days ago when I was looking, of course not lol

 

[navyboy]

Also, if they dont want to terminate business relationship with you. Then you can self-exclude. They have about 5 days to pay out your balance otherwise they are in breach of their licence. Leovegas got a slap on the wrist a few years back regarding this, however from their end it was a technical error if I recall it correct.

Hey mate thanks for the message.
At the moment I received an email today from NYSPINS saying that they were refunding my deposits back £3000 which I didn’t ask them to do this as now I have a solicitor in place to deal with my £50,000 win. It seems to be a issue with my savings account transactions but when I asked which ones they have problems with they have just ignored my request for the information to complete the process.
I will give the ukgc a call tomorrow with the things you have said and see what they say.

obviously if they think i have done something wrong then surely they have to report this? They can’t keep the £50,000 minus the deposit doesn’t make sense to me. Where does that money go if they don’t pay me out?

I know that everything is above board but they just don’t seem to look at my documentation. bank statements properly what I sent but maybe my solicitor can get this through to them better.

it a mess that I shouldn’t have to deal with.

the thing what amazes me is they have seen many deposits and large withdrawals from other casinos into my bank account before I ever deposited with NYSPINS and they do the same checks and I have never had any issues at all.

 

[Slottery]

Don't suppose you have the links to the UKGC and AML regulations on this, I know I've read them previously, and will have saved the links, but could I find it a couple of days ago when I was looking, of course not lol

This one? guidance from UKGC to operators:

Old / Expired Link

 

[Mr Wild]

Looking at other threads, both here and elsewhere, it seems to be a systematic failing, as they are doing the same to other customers, hence me tagging @Casinomeister

Don't suppose you have the links to the UKGC and AML regulations on this, I know I've read them previously, and will have saved the links, but could I find it a couple of days ago when I was looking, of course not lol

Please see below. Copied it from another posted I made a few weeks back.

Old / Expired Link

Outdated URL

 

[maccylole]

Please see below. Copied it from another posted I made a few weeks back.

Old / Expired Link

Outdated URL

Should I send this to them? Where do I go from here?

 

[maccylole]

I’ve been posting on another post, just to update voodoo have refused my withdrawal unless I hire a notary to verify my documents. I’ve sent them everything they asked for, and everything is accurate I haven’t lied, so I don’t understand the need for this? I’ve got to pay around £150 to get documents signed so I can have my winnings? This doesn’t seem right. Somebody please help me

 

[aceking123]

Could well be leaving UK Market & that's why they don't care or are having money problems or cash flow seems mighty strange not just you but navyboy as well.
Not looking great at all.

 

[maccylole]

Could well be leaving UK Market & that's why they don't care or are having money problems or cash flow seems mighty strange not just you but navyboy as well.
Not looking great at all.

I doubt I’ll ever see a penny to be honest. If I’m wrong and what they’re asking for is allowed then fine, but it just seems so bizarre?

 

[colinsunderland]

I doubt I’ll ever see a penny to be honest. If I’m wrong and what they’re asking for is allowed then fine, but it just seems so bizarre?

They are allowed to ask for it, however you don;t have to supply it.
Do me a favour and ask what purpose they are asking for these documents, is it for AML, RG or KYC reasons?