Videoslots Casino - Player's withdrawal is being delayed.

Good morning. I have been trying to withdraw my funds from Videoslots since September 18th. Videoslots decided not to comply with the regulations set by the Brazilian government, and apparently, the site will go offline tomorrow. So, I will no longer have access to the site. Since I tried to withdraw on the 18th, they have asked for a 5-business-day waiting period before I could send the bank statement proving I hadn’t received the funds. After sending it, the very next day, they disapproved my withdrawal and instructed me to try again using the BANK method. I did this, and once again, after not receiving the withdrawals and waiting the 5 business days, they asked for the bank statement again. But now, days have already passed since I sent the statement, and they keep stalling intentionally; they aren’t even returning the funds from the unpaid withdrawals. I already suggested they return the money so I can try another withdrawal method, but they keep making excuses. The most serious issue is that I contacted the payment provider directly (payretailers), and they assured me that Videoslots never made any payment request for my CPF.

I will send the evidence in screenshots. I would like to send all the emails, but I am only allowed to attach 5 files.

Dear Lidiarg79,

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. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that the casino hasn't allowed you to use an alternative withdrawal method?
• Could you please confirm that you have passed the KYC verification?

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

Thank you.

Yes, I have made successful withdrawals before.

Yes, first I tried the Pix method, it was disapproved after waiting 5 days and sending a bank statement.

Then I tried the BANK method as they requested, and so far the withdrawal has been approved, but 2 weeks have passed and they haven't returned the money to the account. I suggested I try another method they have available (muchbetter) but they keep giving me the runaround.

The KYC has already been done, and I've withdrawn other times.

Thank you for your reply, Lidiarg79. When did you make the last successful withdrawal and how many days did it take to be processed? Which payment method did you use in the past?

Could you please post a screenshot of your withdrawal history here in this thread?

It was processed the same day, using the PIX method. The same method I tried and they didn't pay me this time. I can't send you any more screenshots of the site, as they've blocked access for Brazil.

Here's their reply from today.

It's absurd, I've been trying to withdraw since September 18th, for over a month. Since October 4, I've sent my bank statement proving that I haven't received the withdrawal requests, and to this day they haven't replied. How difficult is it to open the bank statement and see that they haven't paid? But the payment provider itself (payretailers) said that they hadn't made any requests for my CPF (I sent the attachment in the previous message from the provider proving this). They're liars.

Thank you very much, Lidiarg79, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Lidiarg79,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Videoslots Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Videoslots Casino,

Could you please provide detailed information regarding the current case, specifically the reasons behind the delay in the player's withdrawal? Additionally, I would appreciate an explanation for the sudden geo-block affecting users in Brazil.

Thank you in advance for your assistance.

Best Regards,

Kubo

Hi everyone,

We hope you're doing well.

Thank you for bringing this to our attention.

@lidiarg79, We sincerely apologize for the inconvenience caused by the seemingly lengthy withdrawal process.

As of late September, we shut down operations in the Brazilian market, which explains the complications you've encountered. We understand this is frustrating, and we're working diligently with our past Payment Service Providers (PSPs) to find an efficient solution for customers with outstanding balances.

Our Payments & Risk team is already in contact with the PSPs, and we hope to have positive news soon.

We truly appreciate your patience and cooperation during this time.

We'll keep you updated on any developments that will help us reach a mutually beneficial solution.

In the meantime, feel free to reach out to our experts at teamvideoslots@videoslots.com if you have any further concerns.

Kind regards,

Team Videoslots

Dear Videoslots Casino,

Thank you for clarifying the delayed payment and your operations in the Brazilian market. I would like to inquire if there have been any updates on this case since the last communication. Could you please provide an expected timeframe for resolving this issue?

Thank you for your assistance.

Hi Kubo,

Hope all is well.

It seems that our payments team have had a number of communications with the Payment service provider (PSP), however, no substantial update, yet I'm afraid.

Payments team are now liaising with both the PSP and our finance team further regarding this matter, so that we can have a positive resolution for you as soon as possible.

We understand the frustration regarding this matter, and rest assured that we are actively working on resolving these issues. We try and solve these cases as soon as possible, and we would like to provide an estimated timeframe, however, this can vary, and we do wish to provide any inaccurate information, as this can only cause further frustration.

Rest assured that as soon as any new updates arise, we'll update this thread accordingly.

Kind Regards,

Team Videoslots

Dear Videoslots Casino,

Thank you for your detailed explanation of the situation. However, nearly another week has passed, and I'd like to inquire if there have been any updates regarding the PSP. Is there any way for us, or the player, to expedite the process and facilitate a quicker withdrawal of the funds?

I appreciate your assistance and look forward to your response.

Hi all,

We apologize for the delay in providing an update regarding this case. Our Payments & Risk team is actively working with potential Payment Service Providers to find a solution for affected players in the Brazilian market.

We understand the frustration and inconvenience this may cause, and we assure you that we are committed to resolving this issue as quickly as possible.

We will continue to provide updates as soon as more information becomes available.

Thank you for your patience and understanding.

Kind regards,

Team Videoslots

Hi Lidiarg79

Hope you're doing well.

We have contacted you via Email to ensure GDPR compliance as some personal information must be shared, with some new updates regarding how we can proceed with this matter so that we can make sure you receive your outstanding balance in a timely manner.

Kindly asking you to refer to this email.

Looking forward to your response.

Kind regards,

Team Videoslots

Dear Lidiarg79,

Based on the latest update from the casino, it appears that the next steps in the investigation depend on your response to their recent email. Could you please review the message from the casino and provide your response at your earliest convenience?

Thank you for your attention to this matter.

I'm trying to get paid by inter bank, or I suggested creating an account with much better, which is another payment method. So far I haven't received it.

Dear Lidia,

I hope you are well.

We send you an email earlier today, requesting your to provide us with an alternative bank account from the list we sent on the 14th. We can only process payments to the banks included in that list.

We would also need you to verify that you are the account holder of said bank account.

We truly appreciate your cooperation with us.

Best regards,

Team Videoslots

Yes, I received this list, but as I was informed in the email, I can't receive through my Itaú account due to personal financial problems with the bank. Therefore, I can receive through Inter bank, or as I suggested, I can also receive through Muchbetter, which is a payment method available on the site.

Hi Lidiarg79,

Thank you very much for your response.

We have once again reached out via email.

We are unfortunately unable to process the withdrawal to MuchBetter, as you have not used this method to deposit with us previously. We have followed up with more information via Email. Kindly refer to this and if any questions, simply reply to the email.

We will follow up on this thread to keep the Guru team up to date with the process.

Kind regards,

Team Videoslots

Dear Lidiarg79 and Videoslots Casino,

I’m a bit confused about the situation and would appreciate some clarification. What exactly is the list of bank accounts you’re referring to? Am I right in thinking that the player’s bank, which was used for the deposit, doesn’t accept payments from the casino? Does the player need to pick a different method to withdraw her funds?

Could you let me know what the available options are?

Thank you!

Hey Kubo,

As you know, we recently ceased operations in Brazil. This has led to some restrictions on payment options. To resolve this for the customer, our Finance team provided us with a list of alternative bank options for transferring the funds to which we could complete the transfer without further issue.

We provided the customer with this on November 14th. The customer confirmed having one of the options, to which we asked for a verification document to confirm that the customer is the account holder. At a later stage on the 19th the customer confirmed that due to personal reasons, the funds could not be received in this bank.

Muchbetter is not something we can transfer the funds back to.

We would need the customer to choose another option from the list of banks provided, once this is done, and we verify the method, we can complete the transfer of the funds. We understand that this may be a hassle from the customer's side as they might need to open a new account, however the list is extensive and given the circumstances we would really need the customer's cooperation for this to be resolved.

Let me know if you need any further information.

Best regards,

Team Videoslots

Dear Videoslots Casino,

Thank you for explaining the issue.

Dear Lidiarg79,

The casino has provided you with a list of alternative bank options for transferring your funds. Were you able to choose a suitable option? Could you please proceed with the verification process?

Thank you for your cooperation.

Yes, they gave me a list of banks, but I'm going to have to open an account with a new bank to try to get paid. So far, no resolution to the problem

Dear Lidiarg79,

I hope you're doing well. I wanted to check in and see if there are any updates regarding your issue. Have you been able to open the new bank account, as mentioned in your previous message?

Thank you for your time, and I look forward to your response.

Good afternoon. I sent my Itaú account details today. I'm waiting to hear back from them

Hi there Lidiarg79,

Thanks for your Email. I can confirm that we have received it and just reverted to you.

Let us know if anything else is required in the meantime.

Kind Regards,

Team Videoslots

I also sent the requested bank statement. It was sent on 02/12. On December 3rd, they informed me that it had been approved, and I would make the payment manually, but so far I haven't received it.

I'm still having problems with this casino. I've already sent everything they asked for, including my bank statement. I received this email from them, asking for a new statement, that the one I sent is incorrect. But this information is completely wrong. I'm attaching the messages. Unfortunately, it seems that they are just waiting to resolve the issue.

Hi there Lidiarg79,

Apologies that you feel this way. Rest assured this is not the case and we are trying everything we can in our power to settle this for you, however, unfortunately, it's not as straight forward as it seems.

The bank statement provided is not incorrect. In fact, this was approved for you. However, when trying to process the manual withdrawal for you, this failed due to an incorrect account number from our finance team's side.

We appreciate your patience regarding this matter. We have just replied to you via email and will update you further if we have any new updates.

Kind Regards,

Team Videoslots

Dear Videoslots Casino,

I noticed that the player has successfully created a new bank account, which has been acknowledged and approved by the casino. However, it appears that there has been a delay in processing the payment due to an oversight by the finance department.

Could you kindly provide an updated timeline for when this issue will be resolved and the payment processed?

Thank you for your attention to this matter. I look forward to your prompt response.

Hi Kubo,

The latest information I can find is that the payment was processed today for "Banco Itaú" which is the new bank customer has provided for us.

By the international banking standards, the funds should reach customer's bank within the next 5 business days.

Kind regards,

Team Videoslots

Dear Videoslots Casino,

Thank you for the good news.

Dear Lidiarg79,

According to the casino's update, your funds should be credited to your bank account shortly. Please monitor your account and let us know once you receive the money.

Thank you!

Não recebi, conferi agora a minha conta. Enviei hoje um email, solicitando o comprovante do pagamento (que eles não tem, já que não pagaram). Segue a resposta:

"Dear Customer, 

We hereby acknowledge your request to have access to (have access to your personal data, or erase your personal data, etc.). To proceed with the request, we need to ensure that it comes from a valid source by asking the requestor a few security questions. 

In accordance with Article 12(6) of the GDPR, "(…) where the controller has reasonable doubts concerning the identity of the natural person making the request referred to in Articles 15 to 21, the controller may request the provision of additional information necessary to confirm the identity of the data subject." 

Therefore, we kindly ask you to answer the following questions: 

Last deposit (method/amount):

Date of last question you addressed to our Customer Service:

Total amount deposited (approximate):

Date of last login or closure (approximate):

Most played game(s):

Phone number:

Reason for the request i.e. proof of winnings etc. : 

If the answers to these questions are correct, or satisfactory in the controller’s opinion, we will proceed with your request. 

In the event you forgot all the requested details above, you can instead send us your ID verification document (e.g. copy of ID card, passport, driving licence) to be able to identify you. Considering that the purpose of this document is only for identification, we endeavour to erase it soon after we identify you. 

Upon identification, we will fulfil your request in the timeline as defined in the GDPR, namely within 1-month deadline. To that end, please note that in accordance with the GDPR, we enforce ourselves to reply to data subject requests in 1-month period, which is the standard procedure. In exceptional circumstances, we may extend this deadline for two (2) additional months, which is allowed in the GDPR, in which case we will notify you accordingly prior to the expiration of the initial 1-month period.  

Finally, please note that the 1-month initial deadline starts counting from the date your identity is duly verified. 

Looking forward to hearing from you, 

Kind regards,  

Jesmond

Customer Support"

Sinceramente, eu já estou me sentindo desrespeitada pela Videoslots. Venho tentando receber meu dinheiro desde 18 de setembro, são praticamente 3 meses de tratativas. Agora dizem que já pagaram, sendo que não pagaram. E ao solicitar o comprovante do pagamento, vem com essa conversa de verificação de identidade que pode levar de 1 a 2 meses, sendo que minha conta já estava completamente verificada. Isso não passa de delay intencional para não pagar ou enrolar mais um pouco. Decepcionada já com isso tudo.

Hi there,

We're sorry that you feel this way. Please note that the following message has been sent was regarding a data request. We are required to perform extra verification upon a data request, and this does not have anything to do with the verification of your account.

Regarding the funds, it seems that these have already been sent on the 8th of December to your Itau bank account with the details you have provided us, and you should have received this within 5 working days (Friday the 13th). Since the 8th of December was Sunday, no transactions were being processed on that day from the payment service provider, so automatically, transactions are processed on the next available working day (9th of December)

If the funds are not visible on your account, we kindly ask you to reply to the Email thread we previously had where you sent us the details of your bank. You will need to provide us with a bank statement from the 8th of December till present day, and we can check further with the payment service provider to confirm if the funds have reached your account.

There is no reason from our side to delay or not make the withdrawal to you. Player funds are held separate from company funds, and rest assured there is nothing more than wanting to have your funds withdrawn to you, which as per our system, has been done with the amount of 959.91 BRL.

Please send us the bank statements requested, and we'll be more than happy to look into what happened with the funds that were withdrawn.

Kind Regards,

Team Videoslots

That's right. But this is already looking like a joke. And I've already sent it twice

That's right. But this is already sounding like a joke

I've already sent you my bank statement TWO times. And both times you proved that you hadn't paid. I'm not going to keep sending statements over and over again. That's wrong. Whoever pays has to have proof of payment, I'll wait for you to pay and send me proof of payment. I'm saying I haven't received it, this is the third time you've done this to me, I'm not going to accept it.

Hi there,

I cannot seem to find that you have sent the statement regarding the missing withdrawal.

However, I can see our payments team are already in touch with the payment service provider regarding this transaction. We'll keep you updated as soon as we have any news from them.

Kind Regards,

Team Videoslots

Perfect. When you pay, you'll have proof of the transfer. Looking forward to it. Thank you.

Just to bring you up to date. I still haven't received my money back. Total lack of responsibility and commitment from Videoslots.

Hi there Lidiarg79,

I hope you're doing well.

Whilst we understand the inconvenience this has caused, we can see that the payment has already been done from our side. To get a proof of payment, such documentation is required to be gathered from the payment service provider side.

I can see we're still liaising with them regarding this, and we'll keep you updated along the way with any new updates we receive.

Kind Regards,

Team Videoslots

Dear Lidiarg79,

Could you kindly provide proof that the payment has not been received? Specifically, please send a bank statement in PDF format from your Banco Itaú for December to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Hi there Lidiarg79,

We have just got back to you again via email in the hopes to get this matter resolved.

After further liaising with our payments and finance team, some of the details provided in the bank statement might not have been accurate, and this could be the cause as to why the funds are not visible in the account. This was also communicated a few weeks back where we expressed this concern and asked you for another bank statement.

We contacted you via Email to explain further the best steps forward, to be able to help you further to confirm the details with your bank, which in turn will allow us to make a successful withdrawal.

We await your reply.

Kind Regards,

Team Videoslots

I keep trying to sort it out with them by email. They say my account details are incorrect. I sent a screenshot of the Itaú app showing that the data is correct. I gave them another alternative, sending them my Caixa Economica Federal savings account details. I hope it resolves now.

Dear Lidiarg79,

I hope you're doing well. I just wanted to check in and see if there have been any updates regarding your case.

Looking forward to hearing from you.

Yesterday I was asked for proof of my savings account with Caixa Economica. I'll send it now. This is the fifth time I've sent them a receipt. Honestly, I'm already discredited.

I sent the receipt 3 days ago and no reply. I think they really don't want to pay. Lack of respect and commitment to Brazilian users.

Hi Lidiarg79,

I have again requested update on the case.

We truly apologise the time this has taken but we are trying to find a working solution for you.

Kind regards,

Team Videoslots

Dear Videoslots Casino,

Could you please provide an update on the status of this case? Would it be possible for you to transfer the player's funds to their Caixa bank account?

Thank you for your assistance.

Hi Kubo,

We have not received an update from the payment provider as why the transactions keep failing.

I have once again asked an update from our financial team, as well as the payment provider, to provide any update on the situation.

I can assure you that we are doing our utmost to solve the issue.

Kind regards,

Team Videoslots

Dear Videoslots Casino,

I am following up after another week to kindly request an update regarding the ongoing issue with consecutive transaction failures.

Could you please provide any useful information on the matter? Additionally, I would appreciate any guidance on resolving this unpleasant and prolonged situation.

Thank you for your attention to this matter, and I look forward to hearing from you soon.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi everyone,

We apologize for the late response.

We want to assure the player that we have been actively working with our Payments and Finance team to find the best possible solution for this situation. However, due to the recent cessation of operations in Brazil, processing transactions has become extremely challenging.

Our Finance team is unavailable over the weekend. We will be following up with them early next week and will provide an update as soon as possible.

We sincerely apologize for the delay and hope to have this matter resolved promptly.

Kind regards,

Team Videoslots

Hi Everyone,

To give an update on the situation, we are in the process of trying to process the payment again via Western Union now to the player.

We tried, however, we were met with an error. Our Finance team are still trying to issue the payment again, and they will let us know as soon as this is done. As soon as they let us know, we will make sure to inform the player and update this thread as well.

Kind Regards,

Team Videoslots