Videoslots Casino - Player's account was blocked.

I have been playing in Casino since 2019, the account has been fully approved. But on 20/03/2023 I received a letter from the videoslots team, and they asked me to send them my work payslips, it was written in the letter that I will not send them information within 30 days, they will close my access to the connection,06/04/2023 even before the given deadline ,they are blocking my withdrawal ,without any explanation I could not withdraw my winnings of 1500,It was explained in life chat that they are trying to protect my account and are waiting for my document, but at the same time they leave the deposit open.07/04/2023 I sent all the documents ,They were silent for 7 days ,I sent them many letters, I contacted life chat, and I received the same answer that the team is working and sorry for the delay, On 14/04/2023 they will ask for some additional documents, I sent them to them the same day ,18/04/2023 I try to log in to my account and see that it is blocked I didn't get any explanation from them. This is the worst experience of my life, everything is done unprofessionally, I cannot withdraw my winnings 1500 .In the future, I don't want anything to do with this unprofessional company, I just want my winnings of 1500 to be transferred to me

Dear linda74,

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. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 
• Did you make any successful withdrawals from the casino in the past?

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

Hello dear Tomas , my current balance is 1500 pound ,i dont have any active bonus .since 2019, I haven't had any problems with money withdrawals, 06/04/2023 my current account balance have have 60 pound ,07/04/2023 I started playing with my account balance of 60 pounds ,I only play slots and that day was my lucky one ,I added 1,500 pounds to my account from the slot game, which I have not been able to withdraw to this day. Thank you

I couldn't take my withdrawal because they blocked it, I could only make a deposit and play in this casino

from 20/03/2023 they gave me 30 days to send them bank statements and work payslips, before the deadline they will block my withdrawal, it is very easy to calculate that only 18 days passed from March 20 to April 6 .they block the withdrawal but leave the deposit open , which seems very strange

after 10 days of checking, I get a question, they found 3 people on my bank statement, they ask who

these people, I answered them that these are my family members, after that I didn't have any explanation from them, and after 11 days of checking with no explanation they close my account and don't even pay me my winnings

This morning I wrote because I found my account blocked, I asked to explain the situation, but from this casino it's like absolute silence

Dear linda74,

After the check of your bank statements, did the casino provide any explanation of why they decided to not pay you your winnings, or why they decided to close your account? Are you the sole person from your household with an account in this casino?

Would you be able to forward any relevant communication between you and the casino to my email at tomas@casino.guru?

Dear linda74,

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.

i think we need close my case .because i need to do complaint to Madre ,because is absolutely terrible videoslots is keep silence ,when i go to life chat all staff cant explain nothing ,they all the time promise answer to email but never not do !!!! i am request my 1500 few days ago and again silence is joke is absolutely appalling

I am sorry I wasn't able to reply sooner.

Your options for complaints the casino offers for players from the UK can be found here:

https://www.videoslots.com/terms-and-conditions/ukgc-terms-and-conditions/#complaints

Please let me know if you wish to continue with your complaint on casino.guru or if you wish to close it.

Dear linda74,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.