Videoslots Casino - Delayed withdrawal due to unresponded wealth source verification.

Hi, i tried to withdraw my funds over a week ago and my withdrawal got denied even tho my account was fully verified. Now they are asking for a source of wealth and i gave them pdf files of my betting winnings over 60k€ in the last 12 months. Also i gave them a screenshot of my savings account which has over 41k€ on it. They have not answered to my emails for a week now and im getting worried.

I have given them my ID,bank statements, skrill statements, betting winnings in pdf files and a screenshot of my savings account.

I would like to get this resolved soon as possible and withdraw my funds.

Hello Betsaaja,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Videoslots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was verified in December 2023 before I was asked for the source of wealth.

I have played with real money only. Last email from their side was on the 21st of this month and i emailed them my documents on the same day. Also i emailed them yesterday for asking for updates but still have not gotten any emails back.

Hello Betsaaja,

As the verification usually takes 14 days which has now passed, can you please advise if there's been any update? If still not, we will try to intervene.

Hi, still no updates from their side and my account is not verified.

Thank you Betsaaja for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Betsaaja for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Videoslots Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Videoslots answered to my emails and documents today for the first time in two weeks and this was their answer "Thank you for your cooperation and patience. I've managed to forward your case to the appropriate department. As soon as it has been reviewed and processed, we will let you know immediately via email.

If you have any further questions or need assistance, please don't hesitate to contact our 24/7 Live Support or email us."

Ill update you guys if there is any progress.

My videoslots account has been blocked and i cant log in anymore...

"I hope all is well with you.

As a responsible company, we care about the well-being of our players. When the money and time spent on gambling gets out of hand and is no longer sustainable, there is a risk for you as a player to be harmed by your gambling.

That being said, we would like to inform you that we have self-excluded your account for at least 6 months. The account will not be automatically reopened after this period has passed. We also want to emphasize the importance of you focusing on your health, finances, and relationships during this time.

Your self-exclusion can be extended at any time during this time, from 6 months up to 5 years.

We recommend that you consider a more extensive exclusion by registering with Spelpaus, this will block you from all registered gambling on the UK market and ensure that you do not take any further risk with health and gambling.

If you need further support and advice, you can turn to the Support Line, an anonymous helpline where relatives can also turn and which can be reached by phone and chat, weekdays from 9 a.m. to 9 p.m.

In addition to this, we would also like to recommend the tool Gamban, a service that blocks gambling-related websites from being accessed on your website.

registered entities.

While we will take steps to ensure that you do not receive any promotional material during the self-exclusion, we encourage you to unfollow our and other gaming-related social media pages such as Facebook, YouTube, Twitch, Twitter and more.

Good luck and take care.

Kind regards,

Karis 

Responsible Gaming Analyst "

How is this fair? So they just locked my account and my 5923€ are stuck there now? I want to withdraw my funds and never play on their site again.

Also their email was in in swedish even tho im finnish and i had to use google translate so there might be some spelling mistakes.

"We also want to emphasize the importance of you focusing on your health, finances, and relationships during this time." This line is actually hilarious, yeah my finances are important and they wont let me withdraw my funds before locking my account.

Hi Betsaaja,

We are sorry you've had a negative experience with us,

The delay in withdrawals was due to your account not being verified as we needed to verify your Source of Wealth.

We are thankful for your cooperation, especially knowing how this process can be quite vexing.

We would like to let you know that your balance has paid out to your bank account, please allow up to 5 business days for the funds to reach your account.

If you need anything else, please let us know.

Kind Regards.

Team Videoslots.

Thank you very much for the update Videoslots Casino representative.

Dear Betsaaja, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I have received the funds. You can close this case now.

Dear Betsaaja,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter