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The KYC has already been done, and I've withdrawn other times.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