VoodooDreams Casino - Player's account has been closed with a pending withdrawal.

Woke to find I can’t log into my account say I’m excluded from this casino. Keep in mind I’ve been depositing for 2-3 months before yesterday, 29th April. I have £800 that I withdrew and was pending for approval, I have excluded my self from other site but not this one. But all I want to know is where is my money. I’m not sure of my user name I logged in via email

Dear Franki855,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I've checked the Terms and Conditions of VoodooDreams Casino, and this is what I found:

8.4.4. Any self-exclusion requests would be valid across all brands and/or Websites owned by SuprPlay by default and hence please note that should you self-exclude on VoodooDreams.com you shall not be able to continue using its sister sites NYSpins.com and Duelz.com should you have an account opened under these brands as well. Note that should there be an option available to self-exclude from only one or more sites but not all sites, then You note that this is at your sole discretion and will be allowed to gamble on any other sites belonging to SuprPlay without the right of refund of any deposits or funds gambled accordingly. Should you attempt to circumvent such exclusions in any way, including by registering an account with fake and hence different details to avoid detection, SuprPlay shall not be held responsible for your continued gambling and shall not be in a position to refund any losses.

8.4.5 If you self-exclude, the remaining deposit balance in the SuprPlay Account will be returned to you, provided that any pending or necessary KYC requests have been fulfilled and no breaches of these T&Cs are found to have occured. In order for such returns to be processed, please contact customer support by email on support-en@voodoodreams.com. "Deposit Balance" is defined as the total funds in an account belonging to the player (other than the bonus balance/ restricted funds that are subject to wagering requirements) and always includes unspent funds paid in by a player. For mixed wagers, it includes the share of any winnings from them proportionate to the share of the stake from the deposit balance.

Could you please confirm that you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

Has your withdrawal of £800 been approved or only pending?

Have you tried contacting customer support via email mentioned in Term 8.4.5 above?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello thank you for the reply, 1st I sent in my documents and they sent an email saying it’s all verified. 2nd my winnings are not from a bonus it’s from me depositing. But I deposited £100 about 7-8 times that night so the winnings is just my money back really. 3rd my withdrawal was pending. I withdrew say around 01:00hrs and my account was block a few hrs later so there was no time for it to be approved! 4th I’ve contacted customer service I only asked when will I get my money but I’ve not heard anything back from them. I’ve had a reply from the verification people but not customer service. Thank you again

Thank you very much, Franki855, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you Franki855 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask VoodooDreams Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

They have paid me now! Thanks

Dear Franki855,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter