Videoslots Casino - Player's withdrawal has been returned to his account.

Hi Mam/Sir.

i will try to explain my issue/problem with videoslots short. even its start getting a very very very long story..

It all start in end oct 2021.. I received an email from Videoslots that i should verify a Visa-card there was attached to my account. i explain them that this visa card was my friends we have use twice because my own was broke and i was waiting my new to arrive ( his visa card was use month before and only i think it was 2 or 3 time)

videoslots inform me, that this was not allowed and i need to send them a letter of Consent fill out by my friend, picture of his visa card and copy of his id... ( to be honest i was not really aware of that, so i ofcause apologize and promis that this ofcause not will happend again...

all document was send to videoslots and all approved. my account was now open again.

i then start playing again with my new visa card which i use for all my deposit. in the end of november I win ( around 7,7K USD)..now videoslots again blocked my account, and want me to verify my account..

2 december i send them all my document, (at that time i still have my 7700USD at my account). i did not here anything, and 4 of dec i send even more document, and follow up on some stautus about my account..

same day 4 of december i receive the 1st email where videoslots thanks me for going through safety check and inform me that my visa card is now vertify and approved

2nd email i receive same afternoon 4 of dec. where videoslots again thanks me for going through safety check of my identity and now they are very happy to inform me that my identity is now verify and approved.

3rd email i receive same afternoon 4 of dec. where videoslots is very very happy again to inform me that my new visacard was approved as my withdraw methoid and all other visa card was remove from my account..

4rd email i receive same afternoon 4 of dec where videoslot inform me that all my document is now approved and my account is open again and ready to use..

(all email from videoslots i have saved)

now things going like that, that i playing for my 7.7USD and i am winning more so my balance is now more that 20K+USD. 9 of dec i make a withdraw of 10KUSD to my already approved visa card (This visa card they already approved 4 of dec)

i am now waiting 5+6 days for receiving the amount in my bank account.. i do not receive it and make follow up 14 of dec.

15 of dec i receive an email from videoslots that my withdraw is cancle/rejected.. (there is no explaination in the email WHY!!)

i therefor chatting with live chat to ask what is going on and she telling me that my account is now blocked and i need to verify my account.. i explain that i already have done all this less that 10 days ago.. anyway i send all the same document which they already had approved less that 10 days ago,,

now i dont here anything at all from videoslots.. i make 100 of follow up through december month and only answer i get, is to wait, there is no update.. this is how it goes throught dec and start of jan 2022.

surepricely 8 of jan 2022 i receive and email from videoslots where the say that they have made a manual withdraw of my money 20777,16 USD to my vis card account..( now the money is remove from vi videoslots account which i still have access to but can not play)my account just stating that i have to contact support service..

after have waiting 5+6 days again i follow up again where my money is since i still did not receive them in my bank account..

they only answer i get is that they are looking for my money and nobody can tell me anything.. only that i have to wait!!!. i make 100 of follow up by live chat and through email to support hole jan.. ALL with same replay that they still do not have any update and i have to wait!!!!

then (i think 4-5 of february i open my videoslots account again to make another follow up on live chat, and i now see that the full amount 20,777,16 USD again is in my videslots account... hmmm..

i then sending them an email what is going on and i got replay that videoslot have rejected my withdraw 3 of FEB!!!!! it took them 4 weeks to tell me that they have rejected this withdraw that they did manual 8 of jan..!!!!! and now!! here we go again!!!

in the same email where this guy (Kasper) tell me that they have rejected my withdraw 3 of feb.. he also tell me to make another withdraw again.. ( i am now asking him why he think videoslots will approve this withdraw when they just have rejected this withdraw they have made by them self...) and specially when my account is still blocked ( saying that i have to contact support)

now everything start again!! nobody can tell me anything and they only answer i get is. JUST WAIT FOR AN UPDATE...!! my problem is nobody telling me what is wrong and there is never any update.... i am not new in this gameing and i know what they doing!! my problem is i do not now what to do now...

we talking 20,777,16USD!!!!!

Hope you can give me some advise

Dear Martin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made a successful withdrawal before? Have you accumulated your winnings with or without an active bonus?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina

sorry a little late replay..

yes i have made lot of withdraw before on videoslots.. that was when i had my old visa card. i did not made any withdraw to my new card which i start use in nov 2021..

i do not have any activate bonus.. i never use all this bonus when they asking...

to be honest there is no relevant communicate with videoslots.. because they actually never say anything ( only no update)... the best i have is what i have attached.. there email where they confirm all my doc. withdraw methoid. card and all..

I have a picture of a messeage from one of the people in there support chat... the time after the made a manual withdraw 8 of jan, the money was gone.. they told me they still looking for the money and there was no update... then this guy i was texting with, ( i think mistakly told me) that the reason it tock time to find my money was the amount was big!!!!!! hmmm

i asked him how come the amount of the withdraw have something to do with, they can find my money!!!! this one make me think that they have know all the time where my money was but they did not told me!!.

this is one of my problem. they never inform or saying the reason why the reject my withdraw and have blocked my account..

they block my account less that 5 days after they approved all my doc etc 4 of dec 2021.. in these 5 days i also win 20Kusd so ofcause i think that the reason why they block my account.. not because of missing doc..

ofcause i think they will say missing doc.. but how can it be like that when they less that 5 days before have approve all..

also when i look on my videoslots site all my doc is stated as approve and confirm..

thanks alot for you replay this is highly appriciate kristina

Thank you for your reply, Martin. Unfortunately, I haven't found any files attached to your complaint. Would you be so kind as to forward everything important to kristina.s@casino.guru, so we can gather as much information as possible? Thank you in advance.

Dear Martin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

HI Kristina

i have send you an email.

sorry i have some issue the last weeks.

many thanks in advance

Thank you very much Martin for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Martin,

I looked at your complaint and will do my best to help you. I would like to invite Videoslots Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hi viliam

many thanks for you help & support on this.. im looking very much forward to hear and have a conversation with videoslots,

Many many thanks in advance viliam🙂

Hello there,

Currently we are waiting the latest documents to be reviewed.

Kind regards,

Team Videoslots

Hi videoslots..

this is what i do not understand..

if you have read my case since start of december you will notice that videoslots already 4 of december have approved ALL my document and ALL..

that time when videoslots approved all my document i had a balance around 7K usd in my videoslots account..

in the following 4 days after i gain my balance with win to more that 20K+ USD and 8 of december videoslots blocked and cancel my withdraw of 10Kusd.. my account have been blocked since that date with no explain at all.

This is less that 4 days after videoslots approved all my document.

i belive you already have look into this case and notis all the mail from videoslots which i received 4 of december with all approve...

since 8 of december 2021 and until start of february i did not even a single time got a explaination from videoslots..

8 of january told me that a withdraw of the full amount was approved ( that i belive you also see since i have attached that email to videoslots)

my money was GONE for 1 month and then put back to my account in videoslots with only explaination that withdraw was cancel.

and again start of february another manual withdraw from videoslots which also got cancel..

so the explaniation now that videoslots reviewing my documents is a really bad and actually no explaniation for hole this situartion!

i am looking forward for a better explaination videoslots

many thanks in advance

Hi Martin,

Apologies if we have wrongly communicated that all needed documents have been received, reviewed and approved, or if there has been misunderstandings in our communication regarding current status related to verification and due diligence of your account.

Currently, we're still reviewing the latest sent documents to us, which were requested and received last week, and we must ask for further patience while these are being processed.

Kind regards.

Team Videoslots.

Hi Videoslots

i do not know if its to much to get my money soon.

we are very very soon on the 4rd month waiting time!!! waiting on what???

to be honest i do not have ANY word for this BAD service.. for me its pretty openly that videoslots do not want to pay my money out... you can not give me any reason and you only pulling the time.. soon you will ask for some other documents.. then pulling out the time again for one or more month,,

how come can this be legal????

im very very sorry but you are one the way to steal 20.777 USD of my 100% legal money. youi had all my document for the last 3 month and you still using the same exchuse.. I am am very very tired of waiting without ANY kind of explanation. how can this be legal casino.guru??

Dear Casino,

please, verify the player's documents as soon as possible. Keep us informed.

Dear Videoslots

it seems like nothing really happend, same like the last 3 month!!!

what is the Update.

Hi there,

Sorry for the late answer.

The customer haven't provided the newer documents requested hence the case is still under review.

Kind regards,

Team Videoslots

Hi Videoslots

what is that for some document you specific refer to????

i have submitte all document and videoslots have never requested any other document..

videoslots just pulling the time out. even now you dont tell what specific document you need and now i can wait 3+5 days for replay again!!!!!

videoslots what is going on???

casino Gru: wiliam: can you understand my frustretion ??? no specific request from videoslots. they got all document LONG time ago and more that once.. and now just pulling the time out and looking for excuse for paying out my money.. they can not tell what document they missing!!

This is totally crazy!!!!

Dear Casino,

could you specify what exactly you need from the player, please? Give us a list of documents and the email address where you want to receive those documents.

Thanks for your prompt answer.

Hi there,

The customer was asked to provide more recent and dated information, however, he provided the same documents as in the past.

The emails can be sent to support@videoslots.com and the documents will be forwarded to the department handling the case.

Kind regards,

Team Videoslots

Videoslots!

missing document!!!!

this is just a excuse videoslots using now. that they missing documents!!

i already have send all my document more than 2-3 times, 3rd time i CC casino-guru.

i have send you all with:

indication of my identity, all my bank account detail for approval of my visa card for deposit and FOR WITHDRAW

i have send you my address documentation here in philippines, i have send you my tax No in philippines, i have send you all my Company registretion paper of my philippine company incl. our bank account statement. i have send document to show where i have my money from.

i have send all to videoslots and all have been approve ( BEFORE I WIN THE 20,777 USD AS I TRY TO GET NOW)

you know what videoslots.!! i have made my research the last few month and i can see i am fare away they only one with this problem here..

This is a standard way for videoslots to work specially when people win a bigger amount!! even videoslots have approve all( so people can spend there money) they start asking for additional documents, when people win, there is more or less impossible to get... just to pull out the time for paying out the money.. or even dont pay out the money!!!

I can find cases and make a hole book with that..

its now more that 4 month, i do not have word for this way of business style.

and just to make it clear!!

Nobody from videoslots have ask me for additional document.

please provide me that email where videoslots asking me for other documents

videoslots have ONLY been silent with no info the last 4 month.!!!

thanks

Dear Casino,

which documents EXACTLY are not recent, please? Write it namely, what is wrong with which document.

Hi William / Casin-Guru

i just have received an email AGAIN from videoslots that they have approve my withdraw of 20,777,16 USD.

Videoslots.com payout completed

From Videoslots To Martin O **** Reply-To support@videoslots.com DateToday 17:02

Message Body

Hello, Martin,

Your Videoslots.com payout of USD20,777.16 has been approved.

With best regards

Team Videoslots

Videoslots.com

lets hope this is the last time.

videoslots: im looking forward to receive my withdraw soon in my account

thanks in advance

Dear Martin,

thank you for the information, please, let me know when you'll receive your winnings.

Hi videoslots

i have just log into my videoslots account.

i can see the money is still as balance in my videoslots account. yesterdayday i receive an email that my withdraw of 20,777,16 was approved...

PLEASE EXPLAIN NOW!!!!!

a promte answer is highly appreciated

Thanks

Hello Martin,

Yes, we tried to make a withdrawal to your bank but unfortunately the transaction failed.

Our payments team is currently investigating alternative way to create the withdrawal. We will keep you updated as soon as the new attempt is made.

Kind regards,

Team Videoslots

Hi Marten,

The transaction of 20,777,16 USD from yesterday may have failed due to transfer limit size, so multiple withdrawals will have to made instead.

The first transaction has been made, and additional ones will be made daily until your balance has been fully withdrawn.

Kind regards.

Team Videoslots.

Dear Martin,

did you receive your winnings, please? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi Wiliam

I have very very good new 🙂

I have receive all my money.. i am very very very thanksfull for you support in this case.. i think it was pretty open what was the plan from videoslots.. not to pay out or hold my money for much longer time, if i did not got your support..

i have advise all people i know about do not play there.. i was lucky to get my money, but i belive many will not.

I can not say thank you enought Wiliam & CASINO GURU

and videoslots please close my account for ever.. Block all and close my Account total.. I WILL NEVER IN MY HOLE LIFE SPEND EVEN ,5cet at you site again, and belive me.. I will make a lot of Advertising for you!!!! and it is not the good one... i will do all i can do so other players not gonna get in same situartion as me... its a very very sad way to make a business..

Thanks again Casino-Guru & Wiliam

best regards

a very very happy customer

Hi Martin,

We're very sorry you didn't have a good experience with the SOW and due diligence process, and apologize for the hick-ups and confusions that occurred along the way.

Our intension with requesting all the documents from you was not to prevent pay-out of your balance, or to stall any withdrawals for long periods of time, but rather to fulfil our obligation to preform required due diligence on our players, as per regulatory and licence requirements.

Access to your account has been restricted as requested.

Please feel free to contact our support again if you ever have any questions.

Kind regards.

Team Videoslots.

Dear Martin,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru