Videoslots Casino - The player struggles to withdraw his balance.

good evening I can't withdraw at VideoSlots. Even if you ask the live chat, you will be told another withdrawal method and it will not be a story. Being told that there is a problem with the system is useless.

Hello Mrslot,

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 is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

from the beginning. Both. The chat called Tina is crazy. Recently.

hello. When I contacted vega wallet, it seems that other people have been able to withdraw. I don't understand why they can't withdraw money.

Hello Mrslot,

Did you try to request a withdrawal with an another payment method? What did the casino respond when you contacted them with your issue? Can you please forward the communication to nikolas.b@casino.guru?

hello. did you get the email?

Hello Mrslot,

Be sure to forward the communication between you and the casino not just a written e-mail by you.

Dear Mrslot,

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.

I sent you an email once, did you receive it? I still can't withdraw money.

Hello Mrslot,

I can now confirm that I have received your e-mail. Based on what the casino said, you will need to chose a different payment method in order to withdraw your balance. You will also have to make a minimum deposit in order to verify the payment method before you could withdraw.

good evening your reply is late. I still can't withdraw. Even if you tell the casino side, they will say something different from what you said and it will not be a story.

Hello Mrslot,

Thank you for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

What happens? After that, I requested a withdrawal from the casino. I asked for another withdrawal method, so I tried depositing with Matchbetter. Then, for some reason, he said that I needed ecoPayz and a bank certificate. I'm going to say something that doesn't matter. It will not be authenticated if sent with a matchbetter account file. Even if you say it by chat or email, the answer is strange. It just looks like withdrawal refusal. Would that be a scam? What are you doing with your research now?

Hello Mrslot

I'm Michal and I have taken over your complaint. I have reviewed your case and please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

If I understand it correctly Videoslots Casino offered you ecoPayz payment method, right? I would kindly advise you to open an account at Ecopayz so that Videoslots Casino can pay you your winnings.

EcoPayz cannot be used. I can't use it for some reason. After saying that, the casino told me to withdraw with MatchBetter and AstroPay. So if you deposit with MatchBetter, you cannot withdraw. It is wierd, is not it? This is completely fraudulent. If something like this happens, won't the casino go bankrupt? Even when I talk to them in chat, they still give silly answers.

Dear Mrslot

As mentioned earlier several factors such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too. This is quite common and the casino can't really influence this as there are various regulations for each country. According to the live chat info you have provided us, you have been offered alternative payment options, so you should be able to pick one that suits you the best. If none of them is convenient for you please let the casino know first what other payment method can be arranged for you.

If you can't come to an agreement with the casino I will contact the casino to see if and how we can help.

It's far from a consensus. I made a deposit with MatchBetter. It asked me to upload files for my MatchBetter account. But for some reason I can't authenticate. The same email will come back even if you ask what else you need. Mr. Casino Guru, do you know any institution that can investigate casinos? Is this really what licensed casinos do? Is there a body that can sue a casino? Why do scam casinos operate? Is there a licensing agency or other agency that can intervene?

Dear Mrslot

Please understand that if a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too. Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence on the offered payment methods for each country.

When it comes to Licensing authorities, Videoslots Casino has licenses from the most reputable Licensing authorities on the market like Gambling Commission (UK), MGA Malta Gaming Authority, Spel inspektionen (SWE), ADM (ITL). For players from Japan, I believe the license under Malta Gaming Authority applies, so if you think your issue can not be sorted with our help you can contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and they might have better options and tools to help players. Please let me know how the MGA responded (michal.k@casino.guru)

With this being said, I will contact the casino to see if I can help.

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

Dear Videoslots Casino,

Can you please provide some information regarding the issue with the authentification of the player's Much better account? What are the other available payment methods for the player?

Dear Mrslot,

Your withdrawals has been blocked due to your account not being fully verified. You need to provide additional documents to verify your MuchBetter account.

Please contact our live support and it can be sorted out by providing the required documents. Alternatively you may contact us videoslotsteam@videoslots.com but live support can help you instantly.

Kind regards,

Team Videoslots

Dear Mrslot

As per the Videoslots Casino response, please provide the needed documents for your Muchbetter account verification. Once the verification is successful I believe your withdrawal will be processed quickly.

If you need any further help, do not hesitate to contact the casino support or you can of course write to me either here or at my email address michal.k@casino.guru

What are additional documents? Why is it blocked? I have made a withdrawal. Even if I call live support, I can't read Japanese on the Muchbetter account and it won't be authenticated. Why am I getting the same email again? I doubt that. Live support is out of the question. Please tell me what documents are required.

Dear MrSlot,

Your name on Videoslots account does not match the name on MuchBetter.

You need to provide an explanation why there is a name mismatch, and provide a proof that it is your account. If it's a 3rd party account, we need further documents.

Once the MuchBetter account has been verified, you should be able to make a withdrawal.

As already advised, please contact our live support and they will help you with the documents. You may also email us to the videoslotsteam@videoslots.com address.

Kind regards,

Team Videoslots

Dear Mrslot

As per the Videoslots Casino response, please provide the required documents for your Muchbetter account verification. As for support, it could happen that Japanese live support is not available all the time, but you still can send an email in Japanese to videoslotsteam@videoslots.com and I'm sure you will receive an answer. Alternatively, you can contact English support and use a translator (google translate for example) from Japanese to English and vice versa to get answers quicker.

I sent an email to videoslotsteam@videoslots.com asking what I needed in Japanese. Then he said he can't read Japanese. I don't get an answer. What do you mean by discrepancies? Muchbetter account is in Japanese. The videoslots account is in English. I can't imagine not being able to withdraw with just this. I am annoyed by it. Why can't the player who was withdrawing withdraw because of that? Should I change my Muchbetter account profile to English? It's hard to think.

Dear Mrslot

Please understand that Japanese support is not available all the time, as the casino support has informed you via email:

"if you only want a Japanese reply, we will contact you again on 03/10/2022 as we do not have staff who can speak Japanese until 03/10/2022". However, you can still contact the support in English.

As I've advised you previously, you can simply use Google translate from Japanese to English and vice versa here and contact English support. If you need help with how to use it, I can help you with that.

The other thing you kindly need to understand is that the delay is not because of a current language barrier, It's because you need to provide additional documents to the casino as mentioned above:

"You need to provide an explanation why there is a name mismatch, and provide a proof that it is your account. If it's a 3rd party account, we need further documents."

Once you provide the required documents to the casino and your Muchbetter account is verified, you should be able to make a withdrawal.

Hi Mrslot,

Our Japanese support should be online on next Monday (3rd of October). If you can wait till then, you can have help in Japanese.

I understand it's difficult to solve issues when you have to rely on translators.

If your MuchBetter account is in Japanese, then please contact our support and explain the situation. I did check with the team handling documents and they said your name did not match with the name on your Videoslots account. If you email us with your proof of identity and a screenshot of the MuchBetter account, maybe that would be enough.

But like said, our Japanese support will be back on 3rd of October. It is only few days away.

We are happy to assist you the best we can till then.

Kind regards,

Team Videoslots

I sent my ID and screenshots to the casino. what's going on?

hello. I sent my ID and a screenshot. Again?

No authentication at all. I also sent an email. what's going on?

I sent my ID and a screenshot of my Muchbetter account as the casino said. Authentication does not pass. what's going on?

Hello Mrslot,

We've recently sent you a new e-mail in regards to verification on your account, with further information and instructions on what is required for verification of the account.

Please feel free to reply to the e-mail if there are any further questions related to acquiring or submitting required documents.

Kind regards.

Team Videoslots.

Dear Mrslot

As per the Videoslots Casino response, please follow the instructions mentioned in the email from Videoslots Casino.

Dear Mrslot,

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.

Hi Michal,

Just to reply from our side, the customer has successfully verified and there's been successful withdrawal on 5th of October.

From our side the case is closed.

Kind regards,

Team Videoslots

good evening your reply is late. I managed to withdraw the money. Thanks to Casino Guru for their cooperation. Thank you very much for your cooperation. Another problem is Mr.vegas withdrawals. Since then, I have not been able to withdraw money even though I have sent the necessary documents. I received an incomprehensible email asking me to submit the required documents. Also, why did videoslots take so long to process withdrawals? What do I have from videoslots? I have no doubts about the unnatural response of videoslots. What does it mean that the player who was originally withdrawing can't withdraw?

Great news, Mrslot. I'm glad to hear that you successfully received your winnings. I can empathize with you that the whole withdrawal process could be more player convenient, but on the other hand, the casinos have to stick to their rules and follow their internal processes. The other complaint you have submitted against Mr.vegas will be handled in that complaint thread.

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 and 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.

Best regards,

Michal