Videoslots Casino - Player hasn’t received her winnings.

Hi,

I’m having a big problem with my regular online casino. Videoslots.com. I made a withdrawal of 400 euros on 25th February 2021 which has not been given to me. They have asked for bank statements from this time period which I have provided. It has taken until now for them to say that it has been paid. They have not shown me any evidence that it was paid no copy of statement or anything at all. I have not received it and told them this. They are now demanding statements from the 5th February to now. I am reluctant to give them that because what is the purpose of that? I only made the withdrawal on 25th, why do they need to see what my money’s doing before I even made the withdrawal? Please help. It’s been so long and they are just mucking me around. I don’t know what else to do.

Hello Lesley,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Was this your first attempt to withdraw your winnings?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Lesley,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi,

Just wanting to clarify that I have not hesitated to provide the bank statements. I gave them the first month they requested. They have since after a few months, come back to me saying it has been paid. I then responded to Videoslots saying that it has not. I have not received the winnings to this day. They then requested a new round of bank statements from the date of my withdrawal to the recent date. I feel like we are getting nowhere. This is the second round of bank statements I have provided and they have provided me with any evidence that the winnings were ever transferred to me. They came to me after months of investigating with the reply of "it has been paid", yet when I ask for the evidence of payment I get nothing apart from them demanding more statements. Please help me with any information on how this can be resolved.

Thank you very much Lesley for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Lesley,

I’m sorry to hear about your negative experience. I’ll try my best to resolve the issue as soon as possible.

I would like to invite Videoslots Casino to join this conversation and clarify the situation.

We would like to ask Videoslots Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi all,

First off, I want to apologize for the issues you described, Lesley.

Due to the GDPR, I cannot comment on the case specifically here. However, I have looked into the problem, and it appears as a specific bank in your country blocks foreign card transactions. I.e., this is a general problem with a specific bank. Luckily, bank transfers to the same bank work without any problems.

Could you kindly confirm if this matter has been settled since you submitted your complaint, please?

Kind regards,

Team Videoslots

Thank you, Videoslots Casino team, for your reply.

Dear Lesley,

Has there been any news regarding the issue?

Hi,

The money was finally credited back to my videoslots account a couple of days ago. I have now used the bank transfer method to withdraw it. I have always used the visa method to withdraw my funds for years since I joined them and have never had an issue. So I’m unsure as to what was the issue this time. It’s been two days since withdrawal so I will respond if and when it comes through.

Thank you

Thank you, Lesley, for your cooperation. I’m setting the timer for 7 days. Please let us know once there's any news regarding your withdrawal.

Dear Lesley,

Did the withdrawal come through? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will have to reject your complaint.

Hi,

Yes the second attempt at withdrawal has come through after a week. Thank you so much for your time and help in resolving this issue. It is very much appreciated.

Dear Lesley,

I’m very glad to hear that! Thank you for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru