VoodooDreams Casino - Player is struggling to pass the KYC.

I started playing in the casino about half a year ago and verified my account at the beginning. I deposited some money and then withdrawn some money, no problem. I decided it would be my primary casino to play. After another deposit in November, I managed to win around 2,000 euros (which is much less than the previous times). Suddenly, my account (verified) was blocked and I received an email to send photo with a documentmy, payslip and account statement, which I did. Then I was asked for a tax refund .... which is not stated in their regulations if you work normally without being self-employed. I sent them the required documents from TC (payslip, bank statement), unfortunately no contact, they do not respond to the email, I read the reviews about this casino and I am worried that it is a scam, and I would like to get my honestly won money back. Thank you for your help

They replied to my e-mail, they are not interested in my income, but they are interested in why my own father is transferring money to me, they demanded (contrary to EU law on the protection of personal data) my father's ID and his tax declaration, unless they were surprised that they received these documents. They thought I was easily fooled. Of course, I will report this matter to the appropriate authorities in MALTA and the UK because I and my family have such opportunities. It also gives them a chance to get out of it with a face and unlock my account.

Email from them: Thank you for getting in touch and for explaining.

Kindly note that following a review of the documents received we still need:

- A document showing that you withdrew the wins from Betclic using Paypro

- We also still need an official document showing your father's income ( we are unable to accept the document sent from your end since this is not an official document)

- and a letter explaining why funds were transferred to your account (we are unable to accept the email received since this is not explaining why the transfers were made but is showing copied transactions instead)

Now I am sure that you are scammers.

1. You have received the most important official document on income from work in Poland.

2.You have received official betclick document about witdhrawal, it issues betclick document only upon special request.

3. You never send a transfer letter, or you send a letter to the client accepting a deposit or withdrawal? I sent you an official confirmation of my dad about the transfer amounts and transfer titles that tell about reason, I also sent you screens from the messenger application (you can treat it as a letter) where dad wrote the reason and the amount of the transfer, there is also the date.

I am no longer interested in playing in your fraudulent casino, I expect a withdrawal of funds accumulated on the player's account.

Dear koxxx92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Have you accumulated your winnings with or without an active bonus? When did the casino successfully process your last withdrawal?

Additionally, please forward all the relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

I have never played with a bonus, I do not do this at any casino. My previous withdrawal of 7000 euros was paid out with no problem. The account has been verified, but they ask me to do it again.....Now I have sent a total of 46 documents, including state documents (tax return, payslip.) They were interested in why so many transfers to my account come from my dad on bank statment, I explained that I was finishing the house and he was helping me financially, every transfer from him was with the appropriate title (in for what purpose, what amount, etc.) They saw it all, and still asked for a LETTER that my father would send me, informing me that he would be making a transfer and for what purpose. Who sent letters in the 21st century????, was a joke and a deliberate attempt to deceive me. I sent them a photo of my dad's face with the document, I sent a passport, his tax return, although I shouldn't have to because he is not their client, what more should I do? I also sent screenshots from the messenger message where dad says that he is sending me a transfer, where he write the amount and purpose, there is also a date. They want a letter ...... and they say the tax return is not an official document.....THERE IS NO ORE OFFICIAL ABOUT INCOME DOCUMENT IN POLAND THAN TAX DECLARATION This is a blatant scam and everyone is looking at it.

Thank you very much koxxx92 for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello koxxx92!

From now on, I will try my best to help you with your issue. In order to proceed, I would like to invite representatives of VoodooDreams Casino into this complaint to provide us with an explanation and help us resolving the matter.

As there is no response to this date, we would like to ask VoodooDreams Casino to reply to this complaint. The timer will be extended by another 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative influence on the casino's rating on our website.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

Hello Everyone,

We’ve reopened this complaint at the request of VoodooDreams Casino. The casino has contacted us and confirmed that the player's issue has been resolved, as he has provided the required documents and his withdrawal has been successfully processed.

Dear koxxx92,

Could you please confirm this information?

Thank you.

Dear koxxx92,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo