Videoslots Casino - Player is complaining about not receiving a bonus.

hello they dont give me my weekend booster that i have bwcause of self exclusion but i dont want that they closed my account

Dear Atakan,

Thank you for submitting your complaint. I’m sorry to hear about your issue. Please could you confirm for us, that you have never asked for a self-exclusion? All the casinos take this subject very seriously and as soon as a player wishes to do so, or mentions any kind of gambling problem, casino closes their account. I hope we will be able to help you resolving this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

yes i never ask them and the weekend booster is the money that is somerhing like cashback and they dont want to give me my cashback

Thank you very much Atakan for providing all the necessary information. I will transfer now your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved in the near time to your satisfaction.

thanks a lot :)

Hello Atakan and Videoslots casino representatives.

In this case, I would like to ask the casino representatives to explain what happened and why. Because for me it doesn't make a sense to restrict bonus based on the self-exclusion.

yes thats what i think thanks a lot

Hi Atakan,

I am truly sorry to hear that you are not happy with our services but I would be happy to look at this. Unfortunately, due to GDPR I cannot do that here. I kindly ask you to send us an email at videoslotsteam@videoslots.com. I will then personally ensure that this is investigated further for you.

However, this is what our general terms and conditions say on this subject:

4.7.1 If Videoslots chooses to exclude or ban a player from www.videoslots.com from the day Videoslots communicates the intention to ban or exclude the player, or if the player closes their account as from the time the player closes their account or self-excludes, the player shall no longer maintain the right to claim or receive any rewards or cash rewards, including "The Weekend Booster" and races, even if the entitlement to the rewards or cash reward arose before the exclusion, closure or ban was imposed but at a time when the reward or cash did not yet appear in the player’s account. The player shall be prohibited from making any claim to receive such rewards or "The Weekend Booster".

Moreover, if we take the initiative to exclude an account from using our services it would never be to withhold any bonus payouts. We take responsible gaming very seriously and the well-being of our customers is of the utmost importance. 

Best regards,

Team Videoslots

i write a email but they dont answer 2 days ago i send a email

nothing they say the same indont understand why i should write a email

really bad casino i played every day and i have -3500€ but they dont gibe the weekend booster

they say me on the 17. that my bonus will not cancelled

they say me that they give me false information

Hello Atakan.

Did you write the email to the casino as they instructed? Do you have some new information regarding your case?

Videoslots casino - Atakan mentioned in his first post that he didn't ask for self-exclusion, is this information correct?

yes i write them they say me the same again 

Hi Atakan,

Due to the GDPR, we cannot comment on any account activity or our internal communication, I am sure you understand.

In this case, the issue described is covered by our general terms and conditions that have to be accepted before it is possible to use our services. Please see below.

4.7.1 If Videoslots chooses to exclude or ban a player from www.videoslots.com from the day Videoslots communicates the intention to ban or exclude the player, or if the player closes their account as from the time the player closes their account or self-excludes, the player shall no longer maintain the right to claim or receive any rewards or cash rewards, including "The Weekend Booster" and races, even if the entitlement to the rewards or cash reward arose before the exclusion, closure or ban was imposed but at a time when the reward or cash did not yet appear in the player’s account. The player shall be prohibited from making any claim to receive such rewards or "The Weekend Booster".

https://www.videoslots.com/terms-and-conditions/mga-games-specific/

Best regards,

Team Videoslots

why you write me then that my weekend bosster would not be cancelled

Atakan:

As they wrote to you before they make a mistake. The support guys are humans, and humans sometimes make a mistake.  

Videoslots casino representatives:

Atakan wrote that he didn't ask for self-exclusion or want to close the account and I believe, GDPR does not protect this information. Could Videoslots casino representatives explain to me what is the reason for applying rule 4.7.1 (ban, self-exclusion, closing the account)

Thanks

Hi,

We trust there is a consistent approach taken in all cases when it comes to CasinoGuru investigating cases, by evaluated operators’ terms and conditions before taking decisions and quoting the terms and conditions in its decisions. We therefore expect that CasinoGuru to review the applicable T&Cs and take a decision based on the terms of the agreement with the player in particular.  

Kindly note that as of end October 2019 Videoslots.com launched a new Weekend Booster promotion for new account holders. You can find the terms and conditions of the weekend booster for new account holders on the website. For ‘new’ account holders, a player accumulate 0.5% of every win from Video Slots, Slots, Jackpot Games and Live Casino games made throughout the previous week.  

The player in question, did not open an account with Videoslots.com during the said period and therefore the ‘previous regime’ of the Weekend Booster applied. The player can see the terms and conditions of his promotion by logging in and then clicking on > My Weekend Booster > Terms & Conditions. For players pre end 2019, the Weekend Booster rewards players with a bonus amount. Every Friday we accumulate all the spins a player would have made during the previous week on our slots, video slots, jackpot games and live casino, and pay the player an amount based on the total amount of bets made during the week and the RTP’s of the specific games the player has played.

Therefore, please be informed that in this particular case Videoslots.com is not withholding any funds that were on an account balance, or a percentage of the winnings that were placed in a vault.Videoslots.com is indeed able to refuse the payment of the Weekend Booster bonus on the basis of the applicable Terms & Conditions.

Weekend Booster Terms and Conditions:

• Videoslots.com reserves the right to withdraw any wrong paid Weekend Booster and to change or end this promotion without giving a notice to the customer at any given time.  

• These Terms and Conditions form part of and are an extension of the General Terms and Conditions at Videoslots.com. If and where there is a conflict between these Terms & Conditions and the General Terms and Conditions which relates specifically to the Weekend Booster, these Terms & Conditions will take precedence.  

General Terms and Conditions:

1.4 Videoslots reserves the right, at its own discretion, to… suspend or cancel the Account at our own discretion from promotional activities, competitions or other services.

Best regards,

Team Videoslots

Hello, Atakan and Videoslots representatives.

Thanks for bringing more light into this complaint.

As point 1.4 says:  

Videoslots reserves the right, at its own discretion, to… suspend or cancel the Account at our own discretion from promotional activities, competitions or other services.

We are sorry Atakan, but it's a casino right to suspend your weekend booster.

Atakan do you want to complain about something else or may I close the complaint?

:( thanks but the support then should not say i should get weekend boster

I understand your frustration and agree with you. But please consider that casino support wrote to you it was a mistake. The support guys are humans, and humans sometimes make a mistake.  

Because seven days passed without Atakan respond and Videoslots casino representatives explained all that happened, I am closing this complaint as "rejected."