NYSpins / Voodoo Dreams Rep? - Verification Issue

[maccylole]

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?

I’m now being completely ignored, I still haven’t heard back from the last message. I really would like this rep to come on and explain this

 

[colinsunderland]

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

Old / Expired Link

Outdated URL

Thanks, I should have actually read the start of this thread as I posted it a couple of pages back haha

Are casinos not leaving themselves open to the same type of abuse like happened with self exclusion a couple of years ago, by continuing to allow deposits after the SoW request has been sent though?

 

[colinsunderland]

I’m now being completely ignored, I still haven’t heard back from the last message. I really would like this rep to come on and explain this

Have you sent him a PM?

He's clearly not going to reply, he read the thread again this morning.
@LadyJelena @Casinomeister any chance of giving him a push. There are multiple threads where people are complaining about having winnings withheld by these now, and the rep isn't replying.

 

[Mr Wild]

Thanks, I should have actually read the start of this thread as I posted it a couple of pages back haha

Are casinos not leaving themselves open to the same type of abuse like happened with self exclusion a couple of years ago, by continuing to allow deposits after the SoW request has been sent though?

You need to have a risk based approach both to RG and AML. But its very hard and to be fair, had been much easier to get some fixed thresholds from UKGC. It had been better for most customers as well. In Spain as an example at 36k deposits, you need to submit SOW and there is a list what docs are approved both for users and company's and how they should be followed.

 

[colinsunderland]

You need to have a risk based approach both to RG and AML. But its very hard and to be fair, had been much easier to get some fixed thresholds from UKGC. It had been better for most customers as well. In Spain as an example at 36k deposits, you need to submit SOW and there is a list what docs are approved both for users and company's and how they should be followed.

The problem with fixed limits, especially in money laundering cases, if there is a fixed limit, people will find out, and abuse it. Say you had a £30k limit in the uk, and I was wanting to launder through you, I would do £29k, then get a mate to do £29k, then another mate, then another and so on.

What I meant by a risk to you is, and I'll delete this if you think I should, but if I won £10k from you and you sent me a SoW. You keep accepting deposits, so I could deposit say another £3k, if I win, send you my SoW and get paid. If I lose, refuse to send it, then you have to reset the account to the point when you sent the SoW so I would get the £10k owing at that point, plus my £3k in deposits refunded, so a free go in effect. Like what was happening with SE cases a while back.

 

[Mr Wild]

The problem with fixed limits, especially in money laundering cases, if there is a fixed limit, people will find out, and abuse it. Say you had a £30k limit in the uk, and I was wanting to launder through you, I would do £29k, then get a mate to do £29k, then another mate, then another and so on.

What I meant by a risk to you is, and I'll delete this if you think I should, but if I won £10k from you and you sent me a SoW. You keep accepting deposits, so I could deposit say another £3k, if I win, send you my SoW and get paid. If I lose, refuse to send it, then you have to reset the account to the point when you sent the SoW so I would get the £10k owing at that point, plus my £3k in deposits refunded, so a free go in effect. Like what was happening with SE cases a while back.

You would only get back your current balance, not the bets put. When you self-exclude you only get balance back.

However, if an operator learns a person played with money they dont have or its criminal spend, 99% of cases they would probably pay back just to avoid getting into trouble.

This is an interesting read

Anti-money laundering: The world's least effective policy experiment? Together, we can fix it

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.

 

[colinsunderland]

You would only get back your current balance, not the bets put. When you self-exclude you only get balance back.

I don't think thats right, it clearly states, balance + deposits since the process started



Thanks for the link, I'll have a read through later

 

[Mr Wild]

I don't think thats right, it clearly states, balance + deposits since the process started

View attachment 150169

Thanks for the link, I'll have a read through later

In other parts of the LCCP its covered, its 1000s of pages to read to find it as I cant remember where it is. But I did actually read all of those 1000s of pages... its the same in almost every country that offers a license, I know where it is in the Swedish one as it was a court case in Sweden about exactly this. In that case the player lost his case in court.

Please note there is a difference on CDD and EDD. You are not allowed to allow someone to make transaction over 2000 if you dont have CDD, but that dont include SOW if account is not high risk.

Its not the case if you as a self-excluded player make a bet on your account. So if you lose 1000 eur and the operator had a technical error where you could play with your real details even though your self-excluded all bets are voided, but that goes both ways even if you win the win is voided.

 

[colinsunderland]

In other parts of the LCCP its covered, its 1000s of pages to read to find it as I cant remember where it is. But I did actually read all of those 1000s of pages... its the same in almost every country that offers a license, I know where it is in the Swedish one as it was a court case in Sweden about exactly this. In that case the player lost his case in court.

Please note there is a difference on CDD and EDD. You are not allowed to allow someone to make transaction over 2000 if you dont have CDD, but that dont include SOW if account is not high risk.

Its not the case if you as a self-excluded player make a bet on your account. So if you lose 1000 eur and the operator had a technical error where you could play with your real details even though your self-excluded all bets are voided, but that goes both ways even if you win the win is voided.

Yes but the scam was, they would slightly change their details to evade SE checks, play, if they won withdraw and hope not to get caught, lose, and cry about how they were able to gamble whilst self excluded.
I can just see similar happening with this

 

[Mr Wild]

Yes but the scam was, they would slightly change their details to evade SE checks, play, if they won withdraw and hope not to get caught, lose, and cry about how they were able to gamble whilst self excluded.
I can just see similar happening with this

If you dare to take deposits over 2000 in transactions and dont get CDD you would risk that. I dont know any operator by heart that would take that risk. VS as an example blocks deposits/play/withdrawals when a user reached 2000 in transactions. Then they would need to complete CDD to get account back to normal state.
But rarely is SOW collected on CDD, as very few accounts would trigger high risk at that stage.

 

[navyboy]

I’m now being completely ignored, I still haven’t heard back from the last message. I really would like this rep to come on and explain this

Any luck yet mate?

 

[maccylole]

Still getting nothing from voodoo dreams, they cannot tell me where in the terms and conditions I would have to pay for documents, but are saying I won’t get a penny until I pay. I asked for my deposits back, and they said I already spent them so I can’t. Where do I go from here? Should I just call it a day and leave it?

 

[colinsunderland]

Still getting nothing from voodoo dreams, they cannot tell me where in the terms and conditions I would have to pay for documents, but are saying I won’t get a penny until I pay. I asked for my deposits back, and they said I already spent them so I can’t. Where do I go from here? Should I just call it a day and leave it?

No of course not, thats what these scammers want isn't it @josh@suprnation ?

Do whats been suggested, tell them you are not going to supply the documents and expect your account closing and your balance at time of the request to be paid to you, in full.

 

[maccylole]

No of course not, thats what these scammers want isn't it @josh@suprnation ?

Do whats been suggested, tell them you are not going to supply the documents and expect your account closing and your balance at time of the request to be paid to you, in full.

I’ve done this, and they have point blank refused, I will not get a penny until I supply what they’ve asked for ‍

 

[colinsunderland]

I’ve done this, and they have point blank refused, I will not get a penny until I supply what they’ve asked for ‍

Then quote their LCCP at them, MrWild posted it above. They CANNOT just take your money.
Can you pop up a screenshot of the email where they told you this (removing personal information obviously) please?

 

[cncas2123]

Is there any point in making a complaint to the UKGC about this crowds behaviour? Could someone who has their funds withheld until their unwarranted additional demands for ID are met approach the UKGC and ask them why they are allowed to get away with it?

 

[maccylole]

 

[maccylole]

View attachment 150325

They just constantly say this over and over again, they won’t answer any other questions or reply to any other emails, they just send me this

 

[colinsunderland]

They just constantly say this over and over again, they won’t answer any other questions or reply to any other emails, they just send me this

Reply saying

I have already stated I will not supply any further information or documentation. Please confirm my account is closed as per your LCCP guidance regarding cases where you are unable to apply CDD measures.

then email dpo@suprnation.com with the subject SAR

Please supply a copy of all the personal information you currently hold on me. This should include (but not limited to)

Copies of any documentation sent by me to you
Copies of all live chats and emails from the previous 6 months (or account opening if shorter)
Statement of all deposits and withdrawals made on the account since opening
Any manual account notes made by any member of staff against my account.
Date of account opening and closing.

I do not require a list of gaming transactions at this point

 

[maccylole]

Reply saying

I have already stated I will not supply any further information or documentation. Please confirm my account is closed as per your LCCP guidance regarding cases where you are unable to apply CDD measures.

then email dpo@suprnation.com with the subject SAR

Please supply a copy of all the personal information you currently hold on me. This should include (but not limited to)

Copies of any documentation sent by me to you
Copies of all live chats and emails from the previous 6 months (or account opening if shorter)
Statement of all deposits and withdrawals made on the account since opening
Any manual account notes made by any member of staff against my account.
Date of account opening and closing.

I do not require a list of gaming transactions at this point

I asked for all my Information, they said they would provide this then never did. I told them I couldn’t get a notary due to not having one in my local area and there being a lockdown, and I asked if I could send them something else, they said no, the security team insist on notorised documents. I’m a loss now

 

[colinsunderland]

I asked for all my Information, they said they would provide this then never did. I told them I couldn’t get a notary due to not having one in my local area and there being a lockdown, and I asked if I could send them something else, they said no, the security team insist on notorised documents. I’m a loss now

what did they say about closing the account?
They have 30 days to respond to your SAR
It's not going to be overnight but they have to pay you.

@navyboy did you get anywhere?

@Casinomeister loads of complaints about these now, both here and elsewhere, the rep has gone missing again, and didn't do anything anyway, just so you are aware

 

[maccylole]

what did they say about closing the account?
They have 30 days to respond to your SAR
It's not going to be overnight but they have to pay you.

@navyboy did you get anywhere?

@Casinomeister loads of complaints about these now, both here and elsewhere, the rep has gone missing again, and didn't do anything anyway, just so you are aware

I’ve asked them to close my account on several occasions and they just ignore me and keep repeating I need to send the documents.
They said they’ll provide me with an update once they’ve got my information together. I really want to just give up with this, but it will drive me mad knowing they’ve won! It’s so strange though, because reading up the thread other people did get there money and were never asked for these stupid documents, so why me? So draining

 

[cncas2123]

I know this is an old post, but this crowd are still at it. My brother ( I told him to stay away) made a withdrawal of £170 and they have refused it as he hasnt any photo id - he plays at a few other sites who accepted his birth certificate.
He complained to them and he was told the withdrawal wasnt the trigger for the verification, it was suspicious activity on the account ( he made 4or 5 £20 deposits over a 2 month period).
He told them he'd send the BC and a bank statement, but they wont accept that so know its with IBAS.
He has also sent a SAR to them so it will be interesting to say what they come back with.