HomeComplaintsVideoslots Casino - Player’s withdrawal is delayed due to account issues.

Videoslots Casino - Player’s withdrawal is delayed due to account issues.

Amount: €456

Videoslots Casino
Submitted: 13 Jan 2025
Case opened Current status

Waiting for player to reply

2d 3h 11m 18s

Case summary

The player from Finland faces difficulties withdrawing her winnings after her expired passport led to the casino refusing to release her funds. Despite explaining her long-term illness and hospital stay, the casino's staff questioned her mental health during a call, prompting her to consider filing a complaint for defamation. She feels the casino has poorly addressed her situation and continues to seek her rightful funds.

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Translation

I requested a withdrawal of my winnings several months ago and then it was discovered that my passport had expired a few days before my withdrawal request. So the casino did not pay my money but asked for a new passport copy. I contacted the casino and told them that I was long-term ill as a result of the corona virus and therefore could not get a new passport now that I cannot get a passport photo. I asked if they could still pay my money but they refused. Then I had an accident where I broke my ankle and had to be hospitalized for over 2 months. I had big hospital bills and I contacted the casino again, explained my situation and asked again if they could pay. Next, I received a call from a woman from the casino staff who rudely started asking about my medication, implying that I had mental problems, i.e. that I was mentally ill. Angry, I ended the call and sent an email to the casino about it, thinking that the caller was a fake, but no, I was told that he was a casino staff member. I threatened to file a complaint about it as soon as I found out where it was done. After this, a few emails have been exchanged in which the casino has asked, among other things, if I am in trouble and if I need money for food and said that they can help. I just need my own money and they have promised to send it but this has not happened. Overall, I think the casino has treated me badly, they have not taken into account my force majeure obstacle and have stated that I am a mental patient. After all, I have done nothing other than ask for my own money and explain why I have not been able to get a new passport and I am still limited in movement due to a fractured ankle that may take some time to heal completely to be able to walk. I do not know what to do and to whom I could send an official complaint for defamation when they accuse me of being mentally ill, which I am definitely not.


I can tell you that I have played at this casino quite a lot over the years because of its wide selection of games, but of course only within my means.

If you could advise what to do


Ytv

anneli s***


Automatic translation:
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Dear cedron,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

  • Could you please advise if you have any other form of valid ID such as your national ID card or driver's license? When exactly did your passport expire?
  • Have you provided any other documents to verify your identity and have they all been approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

cedron has 2d 3h 11m 18s to reply

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