VoodooDreams Casino - プレイヤーのアカウントがブロックされました。

Voodoodreams Casino has blocked my account and I have now only been communicating with them through email. However they have not been responding lately and it has been a month since they denied my withdrawl.

They said it was due to verification, which I had just updated- and continued to update, but they still haven't unblocked my account or approved my withdrawl.

Dear apene1,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise which documents have you already provided and when exactly?

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

Best regards,

Kristina

I have provided my driver's license and my latest tax returns as well as information pertaining to how I get paid.

Thank you for your reply, apene1. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

They stated the issue was my income wasnt clear. I then sent them my bank statements and havent heard back.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear apene1,

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

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.