Voodoodreams casino never ending verification, don’t withdraw 25k over month!

[Kamila]

@Fruity Scotty , and all Fruityslots team you have referrals program to Voodoodrems casino and maybe you can help me? I write this email for you and explain all situation what I have, maybe you can take a look and can help on this unbelievable issues what I got. 

The issue is related to the verification and withdrawal process. 

I opened the account and made 3x deposits with Voodoo Dreams casino (registered as SuprPlay Ltd, operates as NYspins & Duelz Casino) end of May (please see the attachment – File1). 

Deposits made: £717.5; £153.75; £1486.25 (also visible on statement – refer to File1) 

I was extremally lucky, and I won a big amount of money – straight after that as a responsible player I requested a withdrawal of £25 000. Up to this stage, Voodoo Dreams never asked me to provide any verification documents and was happy to accept my deposits and allowed me to play. 

The next day when I went on a live chat to chase for my withdrawal – the support team advised, me to do not to worry as withdrawal takes up to 48h. After this conversation, my pending withdrawal has been returned to the account balance (please see the attachment – File2). I have been shocked that the pending withdrawal has been returned to my account, as I am aware as per new UK Gambling Commission regulations any player's pending withdrawal can’t be returned to the player’s account. As the winning amount was huge and I was afraid to start gambling again, I decided that I need to stop my gambling activity, so I went to GameStop and self-excluded myself (please find the attachment – File3). 

After this stage, the biggest "fun" begins. 

I received an email with the request to provide more documents (File 4). Please be aware that previously I provided/uploaded all the requested documents directly to Voodoo account. 

Please see all the attached files I provided to the casino (files 5-10) – apparently, all provided was not enough to verify my account. Then I received a further email from Voodoo with the request to explain almost every single transaction on my bank statement (please see the attached File-11). I appreciate that the request to provide my payslip and source of funds is reasonable (I highlighted to Voodoo several times that my deposit has been made by using funds that I won in another casino – perfectly visible on my statement). 

I have been extremely concerned that Voodoo started to request documents and data related to 3rd parties. 

Thankfully my friends and family members have been very supportive and agreed to share this personal and sensitive data – I sent over all requests to Voodoo Dreams (please see attachments Files 12-22). Voodoo came back with confirmation that my source of funds has been approved, but they still need more documents to be provided. Voodoo has kept asking about transactions from Limited company – I explained that back in January 2023 I loaned some money to my mother's cousin, and it's been highlighted that there was no official loan agreement signed (legally you don't need an agreement if loaning money to friends or family) and all been based on trust and agreed verbally (I never had any interest earned) and at this stage (20/06/2023) loan is fully repaid. Voodoo told that a signed letter from the owner of the Limited company with his ID is not enough for them and they requiring to provide a backdated signed and notarised loan agreement (please refer to File 23). We had a conversation with a notary and solicitor – they confirmed that this letter should be accepted as a legal document, and they weren'table to understand the concern of this request. We are not happy go to the notary and backdate the loan agreement for the loan whichtoday is fully repaid – especially since there is no legal requirement for that. 

That's not the end of the story, Voodoo also requested my uncle's legitimacy of the funds – my uncle has been happy to provide his tax returns for the last 2 years (Files 24-25). Apparently, it was not enough to prove my uncle's legal income – please be aware that I highlighted that my uncle has been sending money to me using his personal money/savings. 

I am extremely confused about how all this requested data/documents related to my verification or withdrawal. 

In my personal opinion, I provided enough documents to verify my account (even 3rd party data has been submitted). 

At this stage, it seems that Voodoo is delaying and overcomplicating verification just to hold my legal win. I am extremally concerned that there is no one who can control and make sure that Voodoo is not exceeding authority. It was not the first time I won in the casino, but never had such a horrible experience, Voodoo is doing everything to overcomplicate the verification and keep my funds.
NOTE: (My last email to voodoodreams) Hello,maybe you wish to receive my bank statements for the last 12 months ? And let's start to investigate every transaction for fun ?
All provided by myself is clearly enough to verify my account, over 30 documents have been sent including 3rd party ID's and signed letters, but you are still stating that my account is not verified as youcant receive 3rd party bank statements and notarized loanagreement between myself and my family relative for the loan which today (21/06/2023) is fully repaid ? 

Jan Chodzko is not providing to myself any other sensitive data and does not wish to hear anything related to Voodoo as he states Voodoo Dreams are scammers.
The Limited Company director is not happy to waste his personal time and go to the notary to sign a backdated agreement for the loan which today (21/06/2023) is fully repaid.
The Limited Company director is not happy to get involved in my (Kamila Vagizova) account verification process with Voodoo. 

This verification process affected my mental health, it affected my relationship with family members, relatives and friends as I asked them to share very sensitive data, as Voodoo pushed me to do that without giving any other choice. I spent loads of time explaining to my friends and family members the reason why I am asking them to share personal information with Voodoo. It caused me loads of effort to provide all what Voodoo was requesting – not only physically but also mentally.
I am registered with GamStop and don't wanna be related to gambling but Voodoo is holding my legal win and refusing to verify my account without giving me the opportunity to just enjoy my FINAL win.
The psychological pressure I received from Voodoo Dreams is unbelievable, there was no support or cooperation from Voodoo – my health was strongly affected. I am stressing out, I can't properly sleep or work as the requests I am getting from Voodoo are unreasonable and unbelievable.
I am coming to the stage when I will need mental support as it takes weeks to verify my account and get my legal win. 

I don't understand how my verification cannot be completed because third parties are not happy to share personal data with Voodoo???
Third parties do not wish to cooperate or share personal finances with Voodoo – how can I force them to do that ???
I can't force anyone to sign a document or backdated loan agreement!!! 

Voodoo Dreams states that my account cannot be verified based on the provided documents: 

Driving License (front & back)
Selfie with driving license
Water bill (proof of address)
Bank card (used for deposit)
Bank statement
Payslip (proof source of funds)
Another bank statement (where the salary goes) 

Signed letters and proofs of ID from third parties (6 individuals) with explanation of transactions made to my bank account (not even related to Voodoo deposits)
Signed and dated letter from limited company director (who is family relative – confirming that been returning loaned money to my bank account)
Limited company director added a Company ownership certificate 

That was not enough for Voodoo:
To proof legitimacy of funds – third party tax return for the last two years 

 

I cannot understand how Voodoo Dreams have permission to not verify my account after providing all the listed documents ?
Why does my verification depend on third parties' decision to share or not to share personal sensitive data? 

Please help me to finalise this endless verification process

[elsiejay]

Easy - they don't want your business! OR any one else's by the sounds of it!

[Kamila]

I know, but I am still waiting for  Fruityslots slots team to react. As they are referring this casino, and even more giving 5 stars rate on Fruityslots??? How that’s possible? Don’t be silly as myself and go to read SurpPlay Ltd reviews, most of players experienced the same problems. They will take your deposit but then will do everything to do not complete your verification. Shame that some streamers don’t care about followers and only wants to make money from referrals….

[Fruity Scotty]

@Kamila what you have to understand is firstly as a UKGC casino, they cannot steal your money, we advise all the time on streams to make sure your account is fully verified before depositing for reasons you have stated above. People have different experiences with casinos all the time, what you think is a poor casino, others think is decent, I'm sorry you have had a bad experience. you have a had a Fruity Slots Forum account for 1 day and you and you are insinuating 'we don't care about followers and only wants to make money from referrals….' if you take a look back through the 100s of other posts, you will see how many free giveaways we do to our viewers to give back to the community. In regards to your issue, there's nothing, we or anyone else can do to help with this issue, as its a verification issue and due to  the General Data Protection Regulation (GDPR) we cannot get involved in personal and private issues. please feel free to email me to discuss this issue further if you wish.