Videoslots Casino - Pelaajan tili on suljettu.

I liked this casino. I built my level and invested time and money. In the end they blocked me because I am a player in Austria. And without anything and without payment they cancelled me.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you successfully passed the full KYC verification at this casino in the past?
• Could you please explain in more detail why your account was blocked? Did the casino change its list of restricted countries, or did you move to a country where playing at the casino is restricted?
• Have you completed your player profile fully and correctly? Can you confirm that all the personal information in your profile matches the information on your identity documents?
• What was the real-money balance in your account when the casino closed it?

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

Best regards,

Veronika

1.Of course, I was a verified customer with a high level.

2.The casino changed the list of countries, I don't live there yet. Everything worked great and I was able to withdraw money without any problems.

3.EUR2,140.00

Thank you for your reply.

Could you please clarify when exactly the casino blocked your account? Was it back in 2023?

yes exactly 2023. I wrote to them about the account level 50 it was really hard to collect and plus the remaining money. they never let me into the account or provided any information

Thank you for the clarification.

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika