The player from Spain has been asked to provide documents to verify her account. She refused to provide one documents and the casino closed her account. Her deposit hasn't been returned. We were forced to reject this complaint, because the player kept refusing to provide the required document.
Videoslots Casino - Player is asking for deposit refund.
Amount: €50
Videoslots Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Good morning,
I signed up for this casino on December 17th. Immediately after I signed up, a window appeared telling me that I had to make a deposit. I made a deposit of € 50 to be able to play. When I go to the slots, you couldn't play in any of them, I got a message that said
'The operation of the game has been deactivated ". After trying several times with different slots I send an email to support to see what the problem is. They answer me saying that in order to play I have to verify the account. I was impressed since I had only done an income of 50 euros and in Spain verification is required when income is made from € 150 or when a refund is requested.
Seeing that I cannot play in any way, I proceed to verify the account.
To verify they asked me
Identification document
Proof of address (utility bill)
and A photo of the payment method. I send a photo of the DNI and send an invoice. For the card I have sent the capture of the PDF that they give me in the bank of the card where is my name and card number, since it is a virtual card and does not have plastic.
The casino does not want to validate the payment method because they say that they do not accept virtual cards, so I tell them that if they do not consider it valid, they will return the money and close the account. The casino has proceeded to close the account but does not want to return the money because they say they do not consider the payment method valid. They ask me to validate a statement of my card. I have refused to provide an account statement as my privacy is being violated. An account statement is a PRIVATE document and I am not obligated to give it to a casino. If they don't want to validate my account, what they have to do, close it and return the money to me, but they want to force me to send my account statements. I think it is abusive, and it seems to me all fraudulent from the beginning. Why didn't you let me play when I made the deposit? Why do they tell me to make a deposit if I need to be verified to play? It seems to me that this casino is scammers and all they want is to keep my money. They have already sent me an email saying that if I do not send the account statement they will not refund my money.
I feel ripped off by this casino, it's not fair that they keep my money. A virtual card is a totally valid payment method since plastic in most banks is optional, even so I think that what they should do is return the money and close the account, not keep the money that is not theirs.
Automatic translation:
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2 years ago
Dear Ana,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please understand, that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players at different times. Please note, a bank statement is required quite often.
I am afraid you will have to go through this process, and I would strongly recommend you to fully cooperate with the casino if you want to get back your deposit.
Best regards,
Kristina
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2 years ago
Hello,
I have send the pdf of the card you refuse it . If you request my accout statements you are trying to violate my privacy, that is not legal. Request another valid document. And in the other hand if you choose to deactivate my account the balance in it is not yours, so you have to relase payment to the owner even the method is not accepted in your criteria because if you don't you are stoling money to users
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2 years ago
You never inform me that a virtual card is not accepted in your casino, if know this in advance I never make a deposit in your casino. You also never inform me I have to provide bank statements, that is a privet document and you only are looking for excuses to stole my money.
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2 years ago
Ana, please understand I don't work for Videoslots Casino, but for Casino Guru which is an independent online casino database that acts as a mediator resolving players’ disputes.
Casinos can require documents like this and asking for bank statements is not unusual. Unfortunately, if you don't cooperate with the casino, we won't be able to help. I advise you to provide all the required documents as soon as possible, otherwise, I am afraid the casino won't issue a refund.
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2 years ago
ok. I will use another way to solve this if you support this kind of casino abuse. Thank you
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2 years ago
Do I understand correctly that you are no longer interested in our help? Do I have your permission to close this case?
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2 years ago
It is up to you if you want to close it, if you prefer not to help. A user can't be forsed to provide a cofidential document violenting its right of privasy. The casino can request another kind of document if they only want to validate the pmt mthod. I don't know what kind of activities they want to do with my documentation. I don't trust this casino because they are acting very extrage way and different from the other spanish casino, they only want to keep users money that is why they make the account validation long and difficult to stike people's money, so then why should I trust to a casino like that? You have to remember I am not requesting any money from this casino, I am just asking my money back because they lock my account and never let me play. If you think is correct that a casino keeps the money from a user that belongs to the user, in other words stiling user's money, that a casino violate user privasy, then I don't know what to think about your platform. You need to review what is your aim., so your help is not needed.
I am just a user that have been scamed from an online casino anf I just try to to save my self from a bigger scam or fraudulnt activities.
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2 years ago
I am sorry, Ana, I tried to help by giving you advice on how to proceed. I understand your frustration, but the casino did not request any unusual documents, just basic ones, therefore we cannot punish them.
Unfortunately, if you don't want to provide what is required and you are not interested in cooperating with us, we have no other option than to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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