Videoslots Casino - Player unable to access or verify account from Japan.

This casino and its affiliate mrvegas are,

abruptly ceased offering services in Japan,

and access to the casino is no longer available.

However, we still receive promotional emails,

As mentioned above when I try to unsubscribe,

I cannot unsubscribe because I do not have access to the site.

I contacted support because I could not check my balance,

The casino supports Japanese and the address is set up in Japanese. However, support requires an English address for identity verification, so even if we give them our English address, they can't verify it.

They ask for information that can only be verified by logging in, such as deposit method, games played frequently, etc.

I have not been able to make any progress.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Videoslots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly there are technical difficulties with requesting to unsubscribe from the casino's marketing communication?

Is the option to use a third-party service to block the casino's communication a valid option for you?

Could you please explain what was the casino's recommendation on how to resolve the issue?

Do I understand correctly you suspect you have a balance in the casino but you are unable to double-check the status of your balance in the casino?

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,

Tomas

Pressing the link to unsubscribe is not possible because access is prohibited in Japan.

The casino requires information to authenticate your identity, but you cannot proceed because that information is not known until you log in to the casino.

Could you please forward me the chat transcript of your conversation with the casino? My email is tomas@casino.guru

Dear Tomas

Email forwarded. Thank you for your cooperation.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello andandjonnyx,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Videoslots Casino to join the conversation.

Dear Videoslots Casino,

Can you please advise the player on how they can access their account information when they can't access your casino webpage anymore? How can the player unsubscribe from your newsletter database without accessing their account?

Hi anandjoonyx,

We are sorry to hear about your issue with disabling promotional emails, we have now disabled all promotional channels for your account.

Regarding the address issue while verifying the email, thank you for bringing this issue to our attention, we recently introduced a chat bot so we are still ironing out some stuff.

If you have any additional issue or query feel free to contact us directly at videoslotsteam@videoslots.com from your registered email, so to by-pass the current issue with the verification form.

Kind Regards.

Team Videoslots.

According to the email that came from you,

88.4 yen for videoslots

52.53 left in mrvegas.

Both casinos must have used payz.

Please transfer the balance there.

That will solve the problem.

Hi there,

I have asked our payments team to look into the manual withdrawal of the remaining funds.

Kind regards,

Team Videoslots

OK.

If I don't get any more promotional emails and my balance is withdrawn, then the problem is solved.

Dear Casino Guru

Videoslots and mrvegas have already blocked access from Japan.

Please correct the information.

Thank you all for your responses. I'm glad a solution could be found.

Dear Videoslots team,

Please let me know when the player's remaining balance funds will be sent to the player.

Once the funds are received by the player we will consider the situation to be resolved.

I have confirmed that funds were withdrawn from the two casinos.

Thank you for your cooperation.

Hi there,

I can also confirm that both of the withdrawals have been processed.

We consider the case closed.

Kind regards,

Team Videoslots

Dear All,

I'm glad to hear that the issue has been resolved.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru