Videoslots Casino - Player with self-exclusion requests deposit refund.

I registered with Video Slots and as requested I was asked to send my verification documents to the Security/Verification team, this was done in late 2023 I think.

I uploaded my UK driving licence and utility bill which clearly showed my full name, date of birth and address. Within a few hours these documents were approved and my account was active. I also uploaded my Visa Debit Card to fully verify the account again this was accepted.

During this time I made numerous deposits and one small withdrawal, my loss stands at more than I had deposited. During this time I was registered with Gam-Stop and still am, I have sent the certificate from gamstop over as requested by the people on the chat team (that is the only way I can get a response) i was still able to successfully open an account, get the account verified, deposit, play and withdraw, I feel let down by the system on this as I am vulnerable.

I informed the casino roughly around 1 weeks a go now, that I am registered with Gamstop and should not have been permitted to gamble, I also explained I am classed as a vulnerable person.

I sent an email to them with the requested certificate from Gamstop as they had requested and since then made several visits to customer support via live chat and keep getting told it's under investigation and a resolution will take place within a few days.

The support was always friendly, but the constant false promises to resolve and refund the deposits still have not taken place.

The whole situation is making me extremely not well and since this has happened I have had to be signed off from work with stress it is affecting me very badly and I would like a response/resolution as soon as possible.

given the great reviews video slots have had I would have hoped that this would have been resolved and dealt with quickly.

I am requesting my deposits are refunded and no further marketing material is sent to me via email.

Thank you

Dear Melons22,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Videoslots Casino and understand your concern. In the past, we have handled GAMSTOP-related cases, but we have received guidance suggesting that it is best for players to directly contact GAMSTOP https://www.gamstop.co.uk/contact-us. Regrettably, we are not privy to the specific procedures and methods GAMSTOP employs to verify eligibility for refunds among registered users. While we have our own self-exclusion procedures, GAMSTOP operates independently and employs its own set of criteria, which we are not acquainted with. Consequently, it is beyond our ability to assess such cases.

If there are any further developments regarding your case in the future, please don't hesitate to contact me at veronika.l@casino.guru, and I will update this thread accordingly. Once again, I wish we could offer more assistance.

Kindly inform me of your preferred course of action.

Best regards

Veronika

Dear Melons22,

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.

hello. You said you were unable to help as this was Gamstop?

thanks

That's right. As I mentioned in my previous reply, we recommend directly contacting GAMSTOP https://www.gamstop.co.uk/contact-us.

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.