The player from Spain has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Videoslots Casino ES - Player’s withdrawal has been delayed.
Amount: €120
Videoslots Casino ES
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
My issue is that I've been trying to withdraw funds through PayPal, but after a few hours, my request gets reverted, stating that it has been denied. I have never encountered this problem when withdrawing funds before. When I reached out to them, they advised me to use another withdrawal method due to ongoing issues with PayPal. However, when I tried to do so, it states that this method is not a "fifo" method. I have saved all the emails and chat conversations for reference. Lastly, they asked me to send a screenshot of the URL, which seems completely absurd to me.
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1 year ago
Dear Sandiafresca,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
The problem is that they returned me to my game account. I have everything verified
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1 year ago
Translation
It's already resolved, money in my account
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1 year ago
Dear Sandiafresca,
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,
Kristina
Casino.Guru
