Videoslots Casino - The player's win was not credited.

Hello. This image is the image when I won a bonus in this game at the beginning of February this year and it froze. I have contacted support several times and they have told me to troubleshoot it, and I have tried several times but it is still the same.

I haven't done so since I haven't received any response from them recently, but since I haven't received an email saying that they have fixed it so that I can use it, I went to the site today and checked it out, and it's been about 2 months. Sure enough, nothing had changed. I'd like to do something about it after winning the bonus, but it's been ignored for a long time.

The first two images are from early February. The last image is today's screenshot.

I don't know the amount in dispute, so please understand that this is a random number..

Hello 72HITMAN72,

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 if your account is already verified and if yes, since when exactly? Did you achieve the bonus win with real money or bonus balance? Is the bet visible in your betting history? Did you try to contact directly the game provider of the game you played? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello. What does it mean that my account is verified? Do you mean the documentation is over?

of course. I have made withdrawals in the past and have finished.

I'm not sure when.

It's a real money bet. I think it's in history.

I have not contacted the provider.

I don't think it's what I do.

The last time we talked was the date of the email that was left attached, right?

We've talked about friezes many times.

Hello 72HITMAN72,

Did the game just freeze or your bet was not counted in as well? If you claim that it is in the betting history, the balance change would have appear in your account as well.

Hello. Thank you for your help. As you can see in the image, it freezes when it reaches FS and is left unmoved.

I don't really know how to read the history, and I don't know the exact time at that time, so what should I do...

Hello 72HITMAN72,

There should be an option to export your betting history directly from the casino or if not, you have to request for it directly from them.

Please note that screenshots are not sufficient evidence specially if you try to prove that the game is frozen (the screenshot is static).

Should I screenshot the history? "I don't know about direct export."

Hello. There are other disputed complaints, but I am participating in a battle at this casino today, but I was ejected from the site halfway through and I can't log in after that. I tried many times, but I get an error like the image. I have rebuyed twice in a 5 euro battle. I don't think we have much time left.

Please refund me.

Apart from that, when I applied for withdrawal, I was asked for authentication again, and although the authentication was completed, I could not withdraw. "Until then, I had been exchanging emails with the support team, but suddenly there were no replies."

So I can't even log in anymore, and I don't really understand what's going on. I didn't expect it to be such a sloppy casino

Hello. The battle was done while repeating login and error several times. However, you cannot withdraw.

Hello 72HITMAN72,

I'm glad you was able to get back to the website. Can you please advise what exactly is the issue with the withdrawal - do you get some kind of error or the casino requires additional verification or is it something else?

Dear 72HITMAN72,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.