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 [email protected] 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 [email protected] 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 [email protected] 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 [email protected] 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 [email protected] 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 [email protected] 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

 

[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?