Videoslots Casino ES - Player’s account has been closed and funds are delayed.

Hello, on August 1st, I made two deposits on this site, both of which resulted in errors. The amounts were deducted from my bank account, but they did not appear in my balance. After sending absolute proof of everything, more than 15 days have passed, and I still haven't received my money back. They decided to close my account citing "responsible gaming," which I don't understand. As of today, my account is still locked, and the only thing I hear from them is that they are supposedly working on it through a queue system. It's taking so long that I haven't gotten anything back. They are not providing any timeframes, meaning it could take years for them to return my money. I feel completely scammed, and I even have to feel bad for asking for my own money. Obviously, I will be taking this to the police because I feel foolishly scammed.

Dear Horus22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Hello! I don't understand anything and I really think the casino is making fun of me. I have already complained to my bank and the last thing I heard from the casino is that they have requested a withdrawal on my behalf (since they have blocked my account) and the amount fits perfectly because I had no balance as I did not deposit again. I ask them to tell me when they will make the withdrawal and they tell me that they cannot give me a date (which is the first time I have seen since normally all casinos have their days to pay withdrawals) I also do not know if what they say is true since I cannot access the account because they have requested, as I have already said, a self-exclusion.

Dear Horus22,

When exactly did they promise the withdrawal? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Dear Horus22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.