Videoslots Casino - Player's withdrawal request denied, free spins confiscated.

I suddenly found myself unable to log in due to an abrupt withdrawal from Japan. Despite numerous requests to withdraw my digital pot from my account, the request has consistently been denied for reasons that are unclear to me.

Furthermore, the free spins that I earned through my betting rank in the video slot, amounting to 223 spins, were also confiscated.

The screenshot I've attached displays the exchanges we've had, but the responses I receive are almost identical each time.

Hello yyyuuu0110,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Videoslots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Since when is your withdrawal pending? When was the last time you spoke to the casino and what was it about? Did you get any explanation regarding the blocked account from them?

Looking forward to your answer.

Regards,

Nick

I don't remember the exact date, but around mid-July, when I asked the management to withdraw money from Vega Wallet, they initially said they would process the procedure as soon as possible, but after about a week, I still didn't receive the withdrawal. I didn't receive the money, so I inquired and was told that withdrawals using Vega Wallet were no longer possible, and that the money would be withdrawn via bank transfer.I submitted my account information and waited, but even after waiting for about a week. When I inquired about the withdrawal not being made, I was told that there was a problem with the withdrawal via bank transfer and that they were working on resolving the issue, and that they would let me know when it was resolved, which is where I am now.

. I asked if there was any way I could withdraw money, and was told that there was no other way.

Regarding the issue of not being able to log in, I was told that it was because they had withdrawn from Japan. I was told this in early July.

The last time we communicated was about 10 days ago, and the response was still the same, saying they would try to resolve the issue.

I verified my account a long time ago and was able to withdraw money without any problems before I left Japan, but it was only after I left Japan that I started refusing withdrawals.

Have you done any research? I was a little curious...

Hello yyyuuu0110,

Would it be possible to forward all the communication between you and the casino regarding this case to nikolas.b@casino.guru?

Everything? That would be quite a large amount, but is that okay?

Thank you yyyuuu0110 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you yyyuuu0110 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Videoslots Casino for their help in resolving this complaint. We would like to ask how we can help resolve this issue.

Thank you!

What should I do?

Hello there,

We're currently no longer offering our casino services in Japan, however, we will honour any outstanding bets and assist with withdrawal of any account balances still held.

On yyyuuu0110's account there are currently still some balance left, and in order to allow them to withdrawal this amount, the restrictions for them to access the casino has been temporarily lifted.

As such, they may log in to their Videoslots account and request a withdrawal via method VEGA E-Wallet, which have been successfully used by the account to make withdrawals in the past and is still available.

We will note that no further deposits or gameplay is allowed, and the account may only make withdrawals.

Kind regards.

Team Videoslots.

Video Slots advertises that they will give you free spins if you place a bet and enter the rankings, and even though they let you bet as much as you want and somehow got 223 free spins, they were invalidated or whatever, it's not a terrible thing, it's just a scam. is not it?

Dear yyyuuu0110, I understand your frustration but there are a lot of rules and regulations casinos have to follow when they want to operate in a country and sometimes these rules are changed and casinos can no longer operate on those markets. The casino will honor any of your outstanding bets and assist with the withdrawal of any account balances still held so I think that's an appropriate resolution to the situation. Let us know if you were able to withdraw your winnings.

Thank you in advance!

Dear yyyuuu0110,

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.

It is all right now.

I had no idea that there were online casino sites that were so malicious. This time the target was Japanese people, and I don't know which country will be targeted next, but I don't want another victim like me to become a victim.

Dear yyyuuu0110, I understand your frustration but I would like to ask if you can verify that you received the funds. Thank you in advance for your cooperation!

Dear yyyuuu0110,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.