VoodooDreams Casino - 検証の問題により、プレイヤーの引き出しが遅れています。

I registered on 30/01/25 and made 3 deposits.

First deposit on 30/01/25 £250

Second and third deposits on 31/01/25 of £650 & £800.

Still on 31/01/25 approx 08:00 I requested a withdrawal of £6000 and shortly after my remaining balance of £503.87.

Withdrawals were not made and 8 consulted the chat if any further verification was required. They said to wait as withdrawals may need further checks as it was above £2000.

By 13:57 on 31/01/25 I received a request for further verification. Website states phone bill, utility bill, tax document, bank statements are suitable. I provided passport for ID and mobile phone bill.

I had no response from verification and chat was useless albeit polite.

On 04/02/25 I was finally contacted by verification to say mobile phone bills are not acceptable.

I then provided tax letter in photo form and credit card statement in pdf form downloaded from my app.

I then received communication saying scans are not acceptable of which none of these are.

I've now sent bank statement, another tax letter and credit card statement and no further response. They seem unwilling to accept any acceptable documentation as proof of ID

Dear Kalten70, 

Please understand that KYC (Know Your Customer) is a critical process for ensuring that funds are sent to the rightful account holder. Since casinos don’t have the ability to physically verify every player, they rely on KYC to protect both themselves and their players. This thorough process is essential for all reputable and licensed casinos, and it may take a few working days to complete.

Could you please clarify if any of your identity documents have passed the KYC verification?

Has the customer support team informed you of any specific criteria that need to be met for your documents that were previously rejected?

When was the last time you contacted the casino regarding your account verification?

Thank you for your cooperation, and I look forward to your response.

Best regards,

Veronika

Hi,

Casino has finally accepted my documents and paid out.

Kind Regards

Barry

Dear Kalten70,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru