Videoslots Casino - Player’s withdrawal has been delayed.

Having been with Video slots for about 5 months, I had verified bank account, ID and bank cards. I had made a number of deposits and withdrawals, with the highest single deposit of about £100.

I then unexpectedly recieved an email asking for bank account eith wages going into, payslips etc. I was told if I did not provide this, that I would have my account closed.

In spite of this, I was still able to deposit and I completed bank account verification by sending bank statements.

When I went to withdraw, it was rejected and money returned to my account.

When I raised this, I was told all withdrawal was blocked pending payslips.

I pointed out that UKGC specifically specify in license agreement that documents should not be asked for as a condition of withdrawal.

I was able to spend the returned funds and deposit more despite this. I have now made further requests for withdrawal, sent multiple emails without a response.

Dear royalbonus20,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear royalbonus20,

Have you received your withdrawal from the casino yet?

No, the casino refused and returned the money back into my casino wallet.

Hello royalbonus20,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear royalbonus20,

Would it be possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru? Is your account currently fully verified?

Dear royalbonus20,

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.