Videoslots Casino - Player's account blocked due to wealth source verification issues.

Hello,

Videoslots casino blocked access to my account on December 6, 2023, and sent me an email requesting proof of my wealth sources. I submitted all the necessary documents, and now the casino is asking for bank statements from people who have transferred money to me. How am I possibly going to get access to other people's bank statements? Despite already explaining that I am self-employed, and having also provided them with my bank statements and investment accounts, they are still claiming it is not possible for me to meet my wagering level. Despite their requests for payroll receipts, I have repeated that I work for myself – it appears they are not reasoning logically. I await your assistance, thank you. Please find attached the email they sent to me.

We hope you are enjoying playing on our website.

As legal requirements dictate and in alignment with our gaming license terms, we must verify the origins of your wealth.

This verification is necessary to justify your activities and transactions on Videoslots. This precaution serves not only to protect Videoslots but also you as an individual.

So we can complete this process and prevent any further interruptions to your gaming experience, please provide us with:

3 months of payroll statements together with bank statements demonstrating the credited incomes.

Bank statements that relate to your Skrill and Astropay wallets for the months of May, July, August, and September.

And any of the pertinent documents listed below:

- Inheritance income: a copy of the will, a signed letter from the lawyer;

- Investments: a copy of the portfolio statement or a bank statement showing the receipt of the funds and the name of the investment company;

- Payouts – legal agreements, bank statements clearly showing funds reception;

- Ownership: title evidence, copies of trust deeds or signed sales contract;

- Ownership of the company: financial statements containing information about dividends;

- Confirmation of your wealth sources from regulated professionals like accountants, auditors, notaries, and lawyers;

  or any other types of documents that help us understand your total net worth.

Dear japliego,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Videoslots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you are attempting to withdraw your winnings, but are unable to do so due to the verification of your source of wealth?
• Could you please detail how much you deposited in the casino and how much you wagered to your knowledge?
• Do the Skrill and Astropay wallets the casino mentioned belong to you?
• Please forward me additional correspondence between you and the casino regarding the verification process.
• My email is tomas@casino.guru

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

Best regards,

Tomas

Do I understand correctly that you are trying to withdraw your earnings, but are unable to do so due to verification of your source of wealth?

Correct, I can no longer access the casino

Could you please detail how much you deposited at the casino and how much you bet, to the best of your knowledge?

I had been depositing and withdrawing for years without any problem, they asked me for a few months' worth of Skrill statements, which I already sent them, as did Astropay, but Astropay does not provide a PDF, I sent images.

Do you own the Skrill and Astropay wallets that the casino mentioned?

yes they belong to me

TODAY THEY SENT ME AN EMAIL

Incoming transactions with references: "PAYMENTS FOR TECHNOLOGY ORDER". It was mentioned that there were several transfers with these references such as 112,000 MXN and 116,000 MXN during September. Could you give us an explanation regarding these transactions and any documentation to back up your explanation?

I already told you about 10 times that those transfers are from a casino in Mexico called Caliente.mx

We are not sure if you are currently at work or not. If it is sent to you in 3 payment receipts during the months of August, September and October 2023 along with bank statements showing that your salary is being credited.

I have also already answered this question 10 times that I work on my own.

AstroPay Account Statements in their original and unedited PDF file format; for the months of July 2023, August 2023, September 2023 and October 2023 (I appreciate that you mentioned that it is not possible to get them on the AstroPay website, so I suggest you contact AstroPay and request Mentioned above)

This is if I am going to contact astropay to see if it is possible for them to send them to me in pdf.

Please send me additional correspondence between you and the casino regarding the verification process.

My email is tomas@casino.guru

Thanks for the update.

Was it possible for you to request the documents the casino asked for?

Is there an alternative way for you to prove the transactions represent the winnings coming from the casino?

I'll await news from you.

Hello, I already requested the pdf file from Astropay but they have not answered me, in that casino in Mexico I bet big because it is the one I have the most confidence in that they do not keep my money, I make deposits of up to 60 thousand Mexican pesos and withdrawals of more than 100 thousand Mexican pesos, I'm going to try to get transfer history from that casino but I don't know if I'll be able to get the months they want since they have a lot of time and I have a lot of movements there.

Have you managed to get the transaction history from the casino? Was the proof sufficient?

I'll await any news.

Hello,

If I managed to obtain the transactions from the casino in Mexico that the attached paid me, the casino still asks me the same thing, they seem like bots, I already sent them what I could and I told them that I work for myself and they always tell me that if I have a job, I only I want them to refund me.

Thank you very much, japliego, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you japliego for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Videoslots Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hi Peter,

Thanks for your input.

We do never asks for Third Parties documents nevertheless other people data, what was most likely asked to you was an "Explanation" only in regards of such mentioned payments.

In regards of the allegations of the account being closed, we would like to mention we do send few follow ups in a timeframe of 60 Days.

Depositing, withdrawing and wagering are in general always possible, but at a certain point we are obligated to request documentation for verification of funds used with us, in order to perform the due diligence and verification. The points at which this is required, are generally after reaching certain triggers or thresholds has been reached, and we may at such times, depending on the situation, restrict account's functionalities like depositing, withdrawing, wagering or restrict access to the account entirely, until required satisfactory verification and due diligence has been completed. 

We are not keen to talk publicly regarding player account details or specifics, therefore we will keep a general tone which surely applies to the described situation of course.

Screenshot are usually accepted if showing all the requested details, but as you can understand they do of course not fit in the screenshot, hence we usually ask a PDF for both security and convenience reasons, as PDF are very difficult to tampered in an efficient manner.

On the other hand we would like to remind you, player can of course request his data be extracted from the Casino account he claiming them to be coming from, in order for us to verify the source, this will most likely help, and we can of course prioritise this once received them.

Kind Regards,

Team Videoslots

Dear japliego,

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

Hello, I already told you that Astropay did not provide me with the PDF. I don't understand well now what they want. Do you want the PDF where I won in the casino in Mexico the amounts of 112,000 and 116,000?

They ask for too many documents, I'm not getting married,

Just give me my money back, why are they stealing it? I am not interested in playing in your casino anymore,

Peter, I think they robbed me since I could no longer enter Mexico only with a VPN, they no longer accept players from Mexico.

Hello japliego,

From our point we can only advice to read our earlier communication and provide the requested documents. We are glad to help with further instructions if there's been any misunderstanding what is needed.

We are not trying to rob you, nor have we done that. But as a casino operator, we have to follow certain rules and regulations. Hence your account is currently blocked due to not providing the information requested.

Please note that if you have any winnings from other casinos, those casinos are bound by the same rules and regulations as we are, and will be able to provide the necessary proof of the transactions.

Kind regards,

Team Videoslots

Dear japliego,

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

Hello, I requested the document in pdf from the casino by email, but they replied that I should call by phone and request it, please wait a bit. thank you

Hello, the casino Caliente already sent me the withdrawal history, I sent it to you by email Peter, as well as my September account statement, there should be all the deposits that the casino sent me during that month of September, thank you

Thank you for the update japliego. Please update us on the verification when there are any further developments. Thank you in advance!

Hello, I already sent it to your email, the same with my account statement, there must be all the payments that the casino made to me in the month of September, thank you

That is great but you must provide the information to the casino, we are not affiliated with the casinos we work with and only act as mediators to resolve player issues. We cannot pass along any information you provided directly to the casino, therefore, you will have to do it yourself. Thank you for your understanding!

Hello, It's okay, I'm going to send them to you but I repeat, it seems that they don't reason, I send them the information and they answer me the same as sending something that I already sent. thank you

Hello there,

Just a quick note from our side.

The remaining funds on the account has been paid out already on 29th of February to customer's bank account. If the customer has not received the funds yet, he may contact our customer support with bank statements showing all transactions from 29th of February till the moment of next contact.

What comes to the account status, account is currently blocked as customer wished it to be blocked after failure of providing source of wealth documents that were requested. If the documents are not provided, the account remains blocked. The customer has been instructed what kind of documents are still missing.

Kind regards,

Team Videoslots

Hello, that is a lie, I have not received any payment, they just blocked my access to the account and I never received any payment, I received payments for videoslots through skrill or astropay, apart from lying thieves.

They want me to show them the account status of Skrill or Astropay? I have not received any payment, and I have already sent you all the skrill or astropay documents and account statements.

What types of documents are missing? I have already sent everything they asked me for, if they are missing something that I cannot obtain, how do you want me to send it? I don't have payroll receipts, leave the account blocked but pay me the money that was in the account.

Hello,

I HAVE NOT RECEIVED ANY TRANSFER, but why did they make me a transfer? Have they never transferred me before? I ALREADY CONTACTED VIDEOSLOTS SUPPORT and they told me I think the payment was made on the 29th so they told me "I THINK" and asked me for an account statement to see that I have not received anything, in my bank I currently cannot download the account statement From that date that they ask me for, I will be able to download it on March 27, you must wait a few more days for me to be able to send the account statement and see that I have not received anything, since you do not cooperate at all and cannot verify that you have not sent nothing nor the status of the imaginary transfer they made.

Dear japliego, thank you for the update. We shall wait until the 27th until you're able to provide the statement to the casino. Thank you in advance for your cooperation!

Dear japliego,

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

Hello, I already sent you the account statement that you told me about, and now you keep acting stupid, now you tell me, there is no longer a balance in your account, what is your problem? I tell them to check the account statement that they asked me for so that they can see that I have not received any payment.

(21:32:41) Henri: I just contacted our payments team as we sent you an email requesting the bank statement to be sent there, but just a moment while I review this for you.

(21:36:08) Henri: I can see that there are no more funds in your account. Could you clarify the problem you are facing?

(21:37:05) jose alfredo pliego duarte: they asked me for an account statement so that they could verify if I have received the funds, so that they can see that I have not received any payment from you

(21:38:15) Henri: Well, I see. Only a moment.

(21:43:29) Henri: Thank you for waiting. This is now under investigation with our team in charge. As soon as our payment department receives any updates, you will be informed by email. We apologize for any inconvenience this is causing you.

Hello japliego,

Hope you're doing well.

The reason that there is no balance in your account is because your account balance was withdrawn, and the withdrawal itself looked to be successful from our side.

As per further investigations, when you have raised the escalation that you were missing the withdrawal, we can see that the payment failed from the payment service providers side as the transaction was not possible to be made to that specific bank account, and we have actioned a new manual withdrawal with the amount of 481.64 USD to your Skrill account this morning (29th of March 2024) at 07:31:25 GMT time and should be in your account within 24 working hours from the time the withdrawal was sent from our side.

An Email has also been sent to the email address registered to your account earlier today to confirm that we have sent you the manual withdrawal of your remaining balance.

Kind Regards,

Team Videoslots

Thank you very much for the update.

Dear japliego, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello,

I already received the payment but I was waiting for Mrvegas to pay me too since they are the same company and support person who canceled both accounts at the same time and asked for the same documents, it is the same case, I contacted them on Friday and they told me that They were going to process the manual payment as well but to date they have not done so, I don't know if I should open another complaint against Mrvegas, thanks for the help, regards.

Dear japliego, I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

If you end up facing difficulties with the withdrawal at Mrvegas I would recommend filing a new complaint for the casino directly. You can reference this complaint during the creation of the new one so my colleagues will forward it to me.

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,

Peter