Videoslots Casino - Player’s struggling to complete account verification.

Been too long now this operator has had well over SOW information and whatever else they need as far as asking who people are on my transactions which I thought was very personal to ask from a casino site.

I have e mailed everyday to ask where is my funds and it’s either the same "we need more time" or "we understand your frustration".

I had major surgery a while ago and have been off work now for 4/5 weeks and Videoslots know this as they rang me to ask how I was.

So then I get lucky and have a balance of £6.5k I have no work and so withdrew or tried to and this where we are down the line with nothing now my bills are racking up they don’t give any care I thought they might prioritise in this situation but they holding on to my money as much as they can.

They now won’t reply to my e mails and have deactivated my account with out good reason.

I think this is disgusting to treat someone who is recovery like this, I even had an e mail a few days ago the words were " we needed that one more piece of information, and the team are working on it as we speak" it’s all complete lies.

I was asked to Verify back in May that was approved, so they could of reasonably asked for SOW then but didn’t it’s only when I have a large withdrawal they have switched to this.

By rights they should of asked in May for SOW when they did verification.

Dear Bobbythedj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.

Please let us know if this advice was helpful or if we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

 

That is just giving me the usual protocol reply, when they reply with "the team are working on it as we speak" then days and days go by.

That tells me something isn’t right you only have to look at the latest reviews elsewhere to see what Videoslots are playing at, this has been going on too long now they are dragging this out now, what about the interest I am losing when the funds should of been in my account weeks ago?

Why not do the SOW when they verified me back in early May instead of pressing the button when I get a lucky big win?

Thank you very much, Bobbythedj, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok thanks when you look around at reviews and other cases you can clearly see Videoslots are up to something as far as holding my funds ransom, I just want what is rightfully mine by means of remittance of funds to my bank account and then shut down the casino account, they have been absolutely awful in all this consistently ignoring e mails and using the same template replies if they do.

Hello Bobbythedj,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Videoslots Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Videoslots Casino,

 

Can you please provide an update on the status of the player's verification, and advise if anything else may be required?

 

Kind regards,

Adam

Thank you I have all the relevant screen shots, e mails and chat logs that will show how much this has dragged, endless no replies from Videoslots just occasionally sending tue same used template reply, but considering they could of done SOW in May when I was verified from Videoslots I just feel neglect in the matter when especially I’ve been out of hospital for 6 weeks with nothing and they knew about the brain surgery as a rep actually rang me to discuss so you would think they have the power to prioritise, but like me and everyone else who feels let down they prefer to hold to ransom what is rightfully mine my funds…these rules should change and flag on deposits not withdraw as we can’t control a decent win can we.

Let’s hope I can take all my funds out but I will not be going back to that site what a shambles.

Hello Bobbythedj,

I may sound like a broken record, but we do understand your frustration and we do apologise that the source of wealth process has taken this long. Unfortunately, it usually does, as the review needs to be quite thorough.

Your case is still in the process, and unfortunately, we cannot provide updates during the review. Once the review has been completed, we will inform you. This shouldn't take much longer.

Regarding source of wealth checks during deposits, we may sometimes initiate them also then if there's clear reason for it. However, most of the time these checks are done at the withdrawal, as that is the point where we are legally required to perform them.

Please stay patient for little longer and the situation should resolve.

I wish you all the best.

Kind regards,

Team Videoslots

Videoslots Casino you froze the account funds at the beginning of July and have held my money ransom ever since this is a month down the line and it’s still the same "we understand your frustration we will e mail you in good time".

I have had nothing really for 5 weeks due to surgery wouldn’t it be of best interest you make sure this particular customer is is promptly resolved, I understand protocol for every player …but I’m looking at reviews all over and seeing nothing but negatives so I will persist and press for what is rightfully mine.

By rights there is no limit to me asking for my money, but blatantly ignoring and dragging this out is really demoralising and not great for my well being at all, as your CEO says the company strives on quick resolved issues and super fast pay outs….well sorry you’re no where near it Videoslots.

This is just one example of Videoslots behaviour, this started at the beginning of July and this is what they send 19th July "working on it as we speak" they said.

Today is 29th July ..10 days later still nothing.

They are just dragging everyone they owe money to along hoping they forget but ADR and a possible IBAS are on the horizon for Videoslots they should no way treat people like dirt on their shoes.

Hello Bobbythedj,

I appreciate that the verification process is taking a long time, but this is something that casinos take very seriously and I am sure that it is just a matter of time before the process is completed. If there is no further progress upon the expiry of the timer, we will ask the casino for a further update.

Kind regards,

Adam

Hello Bobbythedj,

Please be informed that your outstanding account balance was paid out to your verified card on 2022-07-29.

Also, please be referred to e-mail sent on the same date, if there should be any questions or doubts about your account's current and continued status.

Kind regards.

Team Videoslots.

Dear Videoslots Casino,

Thank you very much for your response and the additional information.

Dear Bobbythedj,

Can you please confirm that you have received the payment and that the matter is now resolved?

Kind regards,

Adam

Dear Bobbythedj,

I would like to ask you once more to respond and confirm if the matter has now been resolved.

I will extend the timer for 7 days, please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Dear Bobbythedj,

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

Videoslots have closed my account for no real reason, I had requested to do this weeks before as it was the only way of manual withdrawal…saying that monies was received and I suggest anyone else should think hard before joining this site

Hello Bobbythedj,

Thank you for the update, can you please just confirm you have received your payment in full and the matter is now resolved?

Kind regards,

Adam

Guru have been a great help in this matter payment has been received and case resolved.

Dear Bobbythedj,

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

Thank you for using the Casino Guru complaint resolution center. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam