Voodoo dreams withholding winnings

[Watermelon92]

Hi
I joined Voodoo dreams before Chrustnas
I deposited and won a few times
I verified my account with no problems
I deposited again and I won £5000
They now want me to send all my ID via PDF
I've sent my phone bill, driving licence and wage slip
They asked me to click on a link so they can verify my bank account, (it flags up as a suspious link) even though I sent them a photo and they accepted it
Any help would be gratefully recieved

 

[sapit222]

@josh@suprnation is the rep here.

 

[Watermelon92]

Hi
I joined Voodoo dreams before Chrustnas
I deposited and won a few times
I verified my account with no problems
I deposited again and I won £5000
They now want me to send all my ID via PDF
I've sent my phone bill, driving licence and wage slip
They asked me to click on a link so they can verify my bank account, (it flags up as a suspious link) even though I sent them a photo and they accepted it
Any help would be gratefully recieved

I've sent them even more ID that they have asked for
They've now blocked my account and are ignoring my emails

 

[joedenly901]

Get final response and go to ibas

 

[Slottery]

If they refer you to IBAS, they usually have some reason which they think is good enough not to pay your winnings, you know best your situation, if everything you have done is legit and nothing wrong been done, IBAS can find it on your favor but for sure casino have for some reason opinion that everything is not 100% kosher.

 

[Watermelon92]

They finally paid out on 27th Jan
I waited 34 days
I even had to send more ID just the week before
I really don't recommend them
Thanks for all your help

 

[Gaz237]

They finally paid out on 27th Jan
I waited 34 days
I even had to send more ID just the week before
I really don't recommend them
Thanks for all your help

34 days is a long time, but they had nothing to gain by making you wait, as any UKGC licenced casino cannot allow transactions to be reversed.

But reading your posts, it seem you brought a lot of this on yourself.

You must of given them a lot of grief for them to close your account.

 

[Watermelon92]

Funny thing is I didn't give them grief, they asked me for bank statements from one month, a couple of days later it would be from another month, then they'd ask again for the first one they'd asked for
I was going round in circles with them
Even though I'd had my account previously verified as I'd made a withdrawl twice before they still asked for my passport, then asked for my driving licence twice again
I had an email after to say that my account has been verified so there will be no more problems if I make a withdrawl in the future
I know there won't as I won't be using their sites again

 

[colinsunderland]

34 days is a long time, but they had nothing to gain by making you wait, as any UKGC licenced casino cannot allow transactions to be reversed.

But reading your posts, it seem you brought a lot of this on yourself.

You must of given them a lot of grief for them to close your account.

Why do you think that? Theres another guy getting messed about for £50k for months now too. Sending stuff in, then a week later being asked for more, and rinse and repeat. Seen a few other similar complaints elsewhere too.
Cashflow problems would be something for them to gain by stalling.

 

[pinnit2014]

34 days is a long time, but they had nothing to gain by making you wait, as any UKGC licenced casino cannot allow transactions to be reversed.

But reading your posts, it seem you brought a lot of this on yourself.

You must of given them a lot of grief for them to close your account.

Cash Flow? (though i'd have thought if that amount is the difference between you being a going concern and not, you've got bigger problems than 1 withdrawal)

 

[interlog]

Yep very poor group when it comes to stalling payments because of KYC, SOW. Experienced the same last year.

To add, whilst they are withholding payments, they are more than happy to accept deposits!

 

[colinsunderland]

Cash Flow? (though i'd have thought if that amount is the difference between you being a going concern and not, you've got bigger problems than 1 withdrawal)

yeah, but if they are doing it to 20 people, then it's 100k. Theres another waiting on 50k, do it to 10 of him and it's half a million....

 

[bamberfishcake]

I also wonder what happens to the withdrawals that dont get chased? Is there a pot of winnings not claimed each month/year.

My friends son had 5 DOA scatters (not on Voodoo Dreams) and didnt claim the withdrawal because he didnt want to send his personal info in. Simply left it at that.

What happens to the ones that dont get chased? I dont think the casinos start hunting to pay so a stall tactic could be of great benefit for the books couldnt it?

 

[navyboy]

Funny thing is I didn't give them grief, they asked me for bank statements from one month, a couple of days later it would be from another month, then they'd ask again for the first one they'd asked for
I was going round in circles with them
Even though I'd had my account previously verified as I'd made a withdrawl twice before they still asked for my passport, then asked for my driving licence twice again
I had an email after to say that my account has been verified so there will be no more problems if I make a withdrawl in the future
I know there won't as I won't be using their sites again

Hey mate,
Glad you got paid but sadly I am still waiting 18 weeks for my £50,000. I have been through the same stuff sending bank statements, documentation then them asking for more stuff all the time just delaying the payment. I sent NYSPINS an email response last Monday and now I am still waiting for a response.
Keep away from suprnation bad company.

 

[navyboy]

@josh@suprnation is the rep here.

Mate that Josh is a waste of time doesn’t reply to emails or messages just hiding away. I have sent him multiple messages never get a reply.

 

[colinsunderland]

I also wonder what happens to the withdrawals that dont get chased? Is there a pot of winnings not claimed each month/year.

My friends son had 5 DOA scatters (not on Voodoo Dreams) and didnt claim the withdrawal because he didnt want to send his personal info in. Simply left it at that.

What happens to the ones that dont get chased? I dont think the casinos start hunting to pay so a stall tactic could be of great benefit for the books couldnt it?

They have no right to keep the money, different processes to get it back though, but I wouldn't just let it lie.

 

[navyboy]

Well Josh@suprnation is a complete waste of time. I have tried to contact this guy just to have a little conversation with him as he is suppose to be the man to speak to at NYSPINS.
I am still waiting for a response from the compliance department after asking them for information so I can reply and put this to bed. 7 days waiting still no email plus over 18 weeks since I put my original withdrawals in.

 

[maccylole]

I’m having a nightmare with them at the minute! 6 days and counting for my withdrawal, making excuses at every turn, every piece of verification I send they find an issue with, I’m just at a loss! Wish I’d read up on them before I played!

 

[navyboy]

I’m having a nightmare with them at the minute! 6 days and counting for my withdrawal, making excuses at every turn, every piece of verification I send they find an issue with, I’m just at a loss! Wish I’d read up on them before I played!

Mate I can’t believe I have to spend money on a bloody solicitor to get my money back. When you get you’re money run very quickly

 

[maccylole]

i just don’t know how much more proof they need it’s me, we’ve gone from them telling me my ID is all rubbish, now to just being ignored completely, I’m at a loss of what to do

 

[colinsunderland]

@Casinomeister more reports of these withholding money from customers, ignoring them and @josh@suprnation being no help.

 

[maccylole]

@Casinomeister more reports of these withholding money from customers, ignoring them and @josh@suprnation being no help.

They’re finding a reason for everything being wrong. My gas & electric bill from yesterday, with my full address, and date of issue on, apparently isn’t proof of address!

 

[navyboy]

i just don’t know how much more proof they need it’s me, we’ve gone from them telling me my ID is all rubbish, now to just being ignored completely, I’m at a loss of what to do

Mate they will just delay responses did it to me all the time. On average it was taking 7 days for a response which is disgusting when you’re waiting to get paid and verification. The biggest issue I have had from the start was the communication no phone service, live chat don’t know anything and the compliance team are extremely slow to respond.

 

[maccylole]

Mate they will just delay responses did it to me all the time. On average it was taking 7 days for a response which is disgusting when you’re waiting to get paid and verification. The biggest issue I have had from the start was the communication no phone service, live chat don’t know anything and the compliance team are extremely slow to respond.

Live chat reduced me to tears yesterday, they just won’t answer anything, I even asked today for them to help me understand what I needed to do, and they said said “read the email and you’ll be fine” horrific service! Can’t believe they’ve had my money almost a week!

 

[navyboy]

Live chat reduced me to tears yesterday, they just won’t answer anything, I even asked today for them to help me understand what I needed to do, and they said said “read the email and you’ll be fine” horrific service! Can’t believe they’ve had my money almost a week!

Mate they sent me an email today saying they would refund my £3000 deposits even though I never asked for this because of the solicitor stuff £50,000 etc but they sent the refund to the wrong account and when I spoke to live chat he recommended I speak to Ibas lol what are they going to do with bank details refund etc I believe the main problem is they don’t read the documentation properly the compliance team and that’s why I am in the situation I am in now. Clueless company

 

[maccylole]

What do I do know? Just sit and wait? I’m hoping I can speak to this josh guy and he can try and resolve this for me

 

[navyboy]

What do I do know? Just sit and wait? I’m hoping I can speak to this josh guy and he can try and resolve this for me

Mate Josh has done absolutely nothing for me I sent him emails, messages and he completed ignored me just very bad. The sad thing is that you can see when he has visited this site and just ignores everything.

I can’t wait to put this casino behind me once I get my money back.

 

[maccylole]

What worries me if they can just keep saying no forever, clearly they’re hoping I just forget about it. I cannot believe they are still open, I have never in my life had to send a selfie into a company. And then they keep saying the want higher resolution, you want me to pay for a photographer?? I’ve spent the last week emailing them none stop, wasn’t even worth the win!

 

[bamberfishcake]

@Casinomeister more reports of these withholding money from customers, ignoring them and @josh@suprnation being no help.

@josh@suprnation popped up in this thread on Monday........

NYSpins / Voodoo Dreams Rep? - Verification Issue

Hopefully he has been tagged enough times now in this thread and can drop some help in for @maccylole when he pops in again

 

[maccylole]

@josh@suprnation popped up in this thread on Monday........

NYSpins / Voodoo Dreams Rep? - Verification Issue

Hopefully he has been tagged enough times now in this thread and can drop some help in for @maccylole when he pops in again

Thank you Fingers crossed he can help me get verified. I’ve sent them a concerned amount of my information now, I actually feel quite uncomfortable about it

 

[colinsunderland]

@josh@suprnation popped up in this thread on Monday........

NYSpins / Voodoo Dreams Rep? - Verification Issue

Hopefully he has been tagged enough times now in this thread and can drop some help in for @maccylole when he pops in again

Yeah didn't help though, and more telling is the email from them telling him that they are aware of his posts on here, and that they cannot provide customer help on forums. That pretty much negates any reason for having a rep.

 

[maccylole]

Yeah didn't help though, and more telling is the email from them telling him that they are aware of his posts on here, and that they cannot provide customer help on forums. That pretty much negates any reason for having a rep.

I don’t understand why I’m having to jump through any hoops, at what point are they breaking the law? I’ve given them everything they’ve asked for and more

 

[bamberfishcake]

Yeah didn't help though, and more telling is the email from them telling him that they are aware of his posts on here, and that they cannot provide customer help on forums. That pretty much negates any reason for having a rep.

Must admit ive not read the whole thing and not seen the email. I get that a lot of casinos might want to keep their communications with customers in house for a variety of reasons, particularly if the communication may escalate into a complaint or be of that nature.

I would like to think the reps are here to support but also keep us up to date on info, chip in a thread now and then for kicks, maybe run a comp or even just help point someone in the right direction and at least Josh didnt completely ignore the thread. Appreciate the response may not have been that informative.

I don’t understand why I’m having to jump through any hoops, at what point are they breaking the law? I’ve given them everything they’ve asked for and more

Unfortunately its because of the legislation around KYC and AML and the UKGC that they can do this.

Hopefully stuff gets resolved quickly.

 

[maccylole]

So if I want my money I have to pay a notary to sign my documents. I am absolutely fuming!!! They’ve had so much proof it’s me and still don’t believe me! Where do I go from here?

 

[colinsunderland]

View attachment 150142
So if I want my money I have to pay a notary to sign my documents. I am absolutely fuming!!! They’ve had so much proof it’s me and still don’t believe me! Where do I go from here?

Tell them you aren't supplying any more documents, you want your account closing and expect your payment in full as per their LCCP.

 

[maccylole]

Tell them you aren't supplying any more documents, you want your account closing and expect your payment in full as per their LCCP.

They just won’t help me, they’re saying they won’t do a thing until I get a notary! How are they allowed to do this? They’ve got about 20 pieces of my life now, and it’s still not enough

 

[colinsunderland]

They just won’t help me, they’re saying they won’t do a thing until I get a notary! How are they allowed to do this? They’ve got about 20 pieces of my life now, and it’s still not enough

Nope they aren't. Put them on the spot and do what I said.
I've asked if MrWild has a link to the sections that cover this, if not I'll find them over the next few days, I looked for them the other day but can't remember where I saved them haha.

 

[navyboy]

They just won’t help me, they’re saying they won’t do a thing until I get a notary! How are they allowed to do this? They’ve got about 20 pieces of my life now, and it’s still not enough

I am truly sorry you’re going through this mate. The stuff what I could tell you is unbelievable. For the last 19 weeks I have had terrible response times plus some documentation I sent through they haven’t read it correctly so it’s always back and forth with them. I was looking at my calendar this morning and I have completely lost track off time due to the slow responses.

 

[maccylole]

Nope they aren't. Put them on the spot and do what I said.
I've asked if MrWild has a link to the sections that cover this, if not I'll find them over the next few days, I looked for them the other day but can't remember where I saved them haha.

That would be brilliant thank you! I have told them what you said, waiting on a response now, wonder what they’ll come up with next. I’m sure no where in the terms did it say I would have to pay for documents before I could get my withdrawal

 

[Tonto614]

Iv been waiting 3 months for 400 quid, wont accept my bank statements, tax return or nothing, fed up

 

[maccylole]

So they’ve refunded my £600 withdrawal back to my account as they are unable to verify who I am; and they’ve now blocked my account and I can’t log in!