Videoslots Casino - Player's struggling to withdraw his winnings.

Good evening,

they have already told me from the assistance that there are technical problems with withdrawals in Italy, but apparently not for everyone, since they have not been resolved for several days now, how should I proceed to make a withdrawal? Obviously my account has been verified for over a month and I have made several withdrawals, but it has been about 10 days that it hasn't made me withdraw anymore. I asked if I have to sign some form or other but they told me it is technical problems. I am attaching the screen that comes out when I click on fetch, obviously if I click on verify the screen of documents all verified (in green) comes out and you cannot modify or add any documents.

Waiting for your resolution, thank you and good evening

Dear stem92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you made your last successful withdrawal? Do I understand correctly that when you try to request a withdrawal, you are redirected to the verification section?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

The last successful withdrawal I made on 19/09, yes exactly I can't even access the withdrawal page but that screen comes out. The winnings I have also accumulated with the bonuses but I have replayed them and my balance is only real money.

Thanks to you

Thank you very much for your reply, stem92. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

What communications should I send? The ones with customer service? Because I don't have any chat transcripts unfortunately

At the moment, after the maintenance of the site, they seem to have solved, now I await the withdrawal for confirmation. Thanks to the availability

stem92, do I understand correctly that you managed to request a withdrawal?

Yes, that's right, they solved ... thanks for your availability

Have you already received your withdrawal? If not, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Yes, received, they fixed it

Awesome news, stem92. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.