VoodooDreams Casino - Player’s struggling to complete KYC verification.

I keep sending verification documents but they keep saying unreadable or scanned documents not allowed,

i have sent very clear photos taken by my grandson of id bank card and passport on Friday have not heard anything,

back to confirm, This has been going on for 3 weeks now its for £525 and i played through correctly

please can you help me

Dear Margaret,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Thank you, my bank noticed what they thought was a fraud debit raken from my account, it wasent fraud i just did not cancel a free trial. They are sending me a new debit card so i will send photos to Voodoo as soon as i get new card

Thank you very much, Margaret, for your quick reply. I will leave this complaint opened for two weeks and wait for your update. 

I have deposited another £20 from my new debit card and have sent photos today from front and back of my new card I have requested withdrawal of £545 so lets see if they say not readable

I have yet again sent what my family and friends think is a very clear picture of my debit card still have not received notification that its all clear for me to withdraw my winnings.

The next request i guess will be for blood, that might be easier to verify than a debit card!!!!!

Thank you very much, Margaret, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Margaret,

I looked at your complaint and will do my best to help you. I would like to invite Voodoodreams Casino into this conversation. Can you specify where is the problem with player’s verification process, please?

hi, it is with verifying the back of my debit card. my family can see it clearly maybe in the up loading its loosing its clarity,

Margaret, the question was meant for Casino, let's wait for their reply.

good afternoon,

As CasinoGuru already indicated, KYC plays a big part in ensuring a safe-playing environment for all our players.

until we received clear images we are not able to verify you, so please take clear images of your credit card in order to confirm your verification.

I think it has gone through now hurray just waiting for !money to appear on my bank

Dear Margaret,

please, let me know when you'll receive your winnings. I'll set the timer by 7 days which should be enough time for Casino to pay you.

YES i checked bank with fingers crossed and the winnings have been paid in

so thank you for your help.

Margaret

Dear Margaret,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam