Videoslots Casino ES - Player’s struggling to withdraw his winnings.

I have been claiming withdrawals at this casino for 15 days. The first by card that I deposited Mastercard on 10/10/2022 was denied 10 days later. The second by card requested on 10/18/2022 has been denied today 10/25/2022. I request withdrawal by bank account (3 during the day today), and they are approved and denied after a few minutes.

I have contacted by chat and email (most do not respond), and requested a phone call that I never received. First they told me that everything was correct and to wait 5 days. After that time they began to excuse themselves by commenting that the payment provider adyen is failing in payments to Spain, without providing any solution. No dates, no nothing.

Today I contact to try to pay by bank transfer, the operator tells me that everything is fine, then if I want to block my account to what I do not access, and after that they are not to blame for anything that is the fault of the provider, that their company is in Malta, to check with my bank, which is absurd.

This operator has the nerve to tell me to deposit money through paypal and try to withdraw there. All this after sending and verifying documentation from my bank, card, receipts, ridiculous.

The fact is that this casino does not pay my money, the worst thing is that they do not provide a solution and say that they do not have information, denying the fault of the provider, and I am helpless since they do not want to pay me my money, operating this casino in Spain and being regulated by gaming regulations, being illegal to retain my money.

Dear Idarb82,

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

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.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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

Best regards,

Petronela

Buenas tardes . I have my account completely verified, both my ID, my bank card and my bank. This company does not allow me to withdraw by paypal. I've been waiting for 16 days for them to give me a solution, they don't offer me dates and they only make excuses for not paying me.

My bank does not have any problem, this problem has only happened to me with this casino, in addition this company uses operators that contradict each other in their answers, giving zero solutions, I am not to blame for their providers, I have paid and deposited in this company ( and on its website it does not specify that there are these errors). The fact is that my money has been trapped on this website for 16 days, I have 2 withdrawals by card denied and 4 by bank transfer denied.

Please I need a solution to get my money back.

Buenas tardes. I need your help. I just spoke with a certain Javier from the chat of this company, a person who has responded to me these 16 days in different emails, and assured me at first that everything was correct. Now he prevents me from withdrawing, alleging the "supplier", he does not want to pass me on to any person in charge, he does not want to give me any resolution date. However, they do accept deposits and nowhere does it warn of these payment errors, which is very serious, given that this company has a license regulated by the Gaming Regulation in Spain.

Investigating TrustPilot I find hundreds of people who have been told the same thing for months and never received the payment or were able to withdraw, they even block accounts.

My account is completely verified, I am denied withdrawals to my card, to my bank, I feel completely abandoned and without the option of being able to withdraw my money, which I think is completely illegal. My bank has no problems, accepts payments and everything is correct, in other casinos I received payments without problems this month. Please help me as this company ties us hand and foot so we can't do anything and lose our money.

I contacted again today about the withdrawal problem, and I automatically copy and paste this paragraph again after 17 days trying to withdraw my money:

"Kindly inform you that we are having a general problem with our provider in Spain but I assure you that our team is working to solve it and that you receive your funds as soon as possible.

Please accept our sincere apologies for the wait and inconvenience caused."

I am afraid that this could last for years, since they do not personalize or care about my account, they do not even ask me for my data to consult anything. Can you help me please? How can they have a casino with a score of 10 that is illegally withholding their customers' money?

I have contacted my bank and it tells me that everything is perfect without any incident. Thank you

Thank you very much, Idarb82, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Idarb82,

I am sorry to hear about your unpleasant experience, and I apologize for the delayed reply. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Videoslots Casino ES's representative to join this conversation and participate in the resolution of this complaint.

Dear Videoslots Casino ES Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to be able to withdraw his funds?

Thank you in advance for providing the information.

Dear Idarb82,

I was provided with the following information from a casino representative (2 emails):

• The account was self-excluded, so the casino should likely make a manual withdrawal
• There were technical issues on the payment provider's side before, but the casino's payments team was informed, and they should have found a solution to the issue
• The casino's payments team claim that the withdrawal should be successfully processed this time (this information came on the 4th of November)
• If you do not receive the funds for some reason, it is necessary to provide the casino with a bank statement showing that the payment has not been received

At this point, I sincerely believe it should only be a matter of time before the payment comes to you if it has not yet. I will keep this complaint open until your confirmation regarding a successful withdrawal, or until providing an update. However, let's stay patient and positive and provide the casino with a few more business days to process the withdrawal. The payment should be processed by the casino's payment provider, and it usually takes some time.

In the meantime, I also set up the account for the casino in our system, so, from now on, it should be able to provide us with replies directly here.

Please, let us know as soon as you receive the payment or about an update on Friday, 11th of November.

Dear Idarb82,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Videoslots Casino ES Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru