Voodoodreams

Hi, I trust this finds you all well and safe. The delay in processing a withdrawal relates to the player being unable to complete the due diligence process as required by Regulations. However, we remain open to reviewing the matter should additional information be forthcoming in the future. We understand they are frustrated that we have been unable to resolve this matter as they had hoped. The customer was not satisfied with the resolution of the complaint, so they were advised directly via their registered email address that they have the right to escalate the matter to an alternative dispute resolution (ADR) entity as per our customer complaints and dispute policy in our Terms and Conditions who will undertake an independent review into this matter on their behalf. They were also advised they could contact the Gambling Commission directly on this matter. Should either party request further information, we are happy to provide them full details of the case to explain our position on the matter. Note, this case is currently under review with our Alternative Dispute Resolution provider. We are awaiting their final report on the outcome in this case. As above, we remain open to reviewing the matter should additional information be forthcoming in the future, at this current time, and having exhausted all immediate options available to us, we regret to advise that the outcome outlined in our last communication to the customer is our final decision in this matter. As you may appreciate, for compliance and data protection related reasons, we cannot go into detail on this case.

Hi @cabzla, I am sorry that you are having problems with your withdrawals at our online casino. I will PM you and then try to help you best as I can.

I am glad to hear that you received your winnings @Slotplayer. As a licensed operator, we carry out certain checks on player accounts to ensure a safe playing environment for our players, in line with our licensing obligations. We have proactively limited your account as part of these obligations until our request for documents has been satisfied.

I am sorry you've experienced this issue with our casino @Slotplayer. I will make sure to get this resolved as quickly as possible, thank you for understanding.