Videoslots Casino ES - general discussion

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This casino is denying me withdrawals due to "provider errors". They contradict each other, they do not give dates and they leave you completely unprotected, being regulated by the Spanish gambling law.

Hello,

well, I can imagine that you're quite upset and it's understandable, it's just that when it comes to the 3rd party issues (and when banks are involved, for example) the casino is most probably not to blame for it, it is not within the casino's reach.

What payment option did you use? Visa card or any method associated with the bank?

Can you choose a different payment option? And more importantly, are you in touch with the casino?

Kindly let me know.

Hello, if the casino is to blame at the time that it informs me with contradictions, it allows deposits without notifying me of these problems (you can look on this same website that there are users without charging for months), and from the beginning they say that there is no no type of problem, until you withdraw, they comment that the term is 5 days without saying anything about these fictitious "errors", and 17 days to this day, they continue to say copying and pasting the same thing. But they don't give me any solution, no deadline.

My money is withheld and when I ask them if it will take weeks, months or years, they do not give any answer. It is not possible to choose more payment options, all of them when trying to withdraw my money, first it is approved and after a few minutes it is denied. Every day I contact by chat and email with the casino and responding as bots, always the same.

I used my Mastercard card, but neither this payment method nor post bank transfer allows me to withdraw my money.

So what can I do to withdraw my money? lose it? if the casino is not responsible for your payments, but allows you to deposit even knowing about these "errors", is it not a suspected scam? could you help me please? I filed a complaint but no one has given me any help. Thank you

I understand that you feel this way. Kindly note, that the casino can't inform you about possible issues the moment you deposit, because it is a transaction made by you not authorized by the casino nor its payment provider, so when the casino - technically the 3rd side payment provider deals with the payment in the "opposite direction" it's more complicated. All must be verified and authorized so the withdrawal is fulfilled.

I feel that the casino does not know what issue the payment provider has, so the chat or support sticks to the copy-paste replies. For the same reason, they are not able to give you a time frame.

This is not good, but as far as I see, you already got a very similar answer through your complaint.

I strongly believe, that the casino is not responsible directly and simply can't offer any details at the moment.

I could not find whether you were given some alternative payment options you could use. I feel this is a very important question.

The casino is not responsible for not paying me my money and keeping it forever? So you can't help me at all? As I have told you, the only way to withdraw is card and bank card and they deny it to me, I have been trying for 19 days, and no solution is given to me and my money is withheld and I am afraid of losing it forever. In my complaint, they have been more than 48 hours without giving me any answer.

Hello, I believe that what we wrote is kind of understandable, what's happening is definitely wrong, but the casino is not the one to be ultimately blamed.

"Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers."

The complaint is in its early stage, Petronela is currently reviewing all your posts, so please do not expect the casino's immediate reply. It needs some time, kindly be patient.