Videoslots Casino - The player struggles to withdraw his balance.

The following complaint was addressed to www.thepogg.com who despite their effort could not resolve my issue.

Complaint: Found for the Player

https://thepogg.com/complaint/videoslots-sow-lockout/

Was requested SOW after trying to withdraw $2652.48 in April, 2022 which agreed and uploaded them online via chat support. After waiting a week without any updates I contacted support who then notified me that my banking activities for the months of January, February, March were needed which I agreed to and uploaded the information requested by me via online chat support. Again waiting a week without hearing back from the payment and risk analyst department who was reviewing my SOW I once more contacted in game support inquiring any updates. Chat again advise me that they required details to specific transactions that I felt was irrelevant and expressed to chat that I felt like personal information was being violated due to frustration I logged out. After cooling down I attempted to log in but was locked out of my account. A few days later I received an email advising me that my account will be restricted until the responsible gaming department contacts me. After two weeks I was contacted by the above mentioned team and agreed to a self seclusion. After two weeks I had sent a demand letter regarding payment for the remaining balance in my account. Since June 29, 2022 I’ve been waiting for the payments team to find the solution to the ongoing manual failed attempts to the bank information I have on file that I have in the past successfully made withdrawals into over the 2.5 years of my account with Videoslots. I don’t know what else I could do and it’s almost going on five months stressfully dealing with my cash out.

I have contacted Madre and made a complaint in November, but have not received anything but confirmation that my complaint has been submitted.

Seeing that the operator still did not have a solution to successfully execute manual transactions to Canadians, on Jan 8, 2023 I had confirmed that my self exclusion had ended and I requested to gain access into my account and that a manual withdrawal was no longer needed and my issues was finally going to be resolved if I made that transaction myself.

I am still waiting for the department to review my request . After the first and second week of not hearing back, the operators excuses were the department was backed up with work and that I will get an email soon. And today I am told my request is under review by the department. I've told them there should be no reason to review my request and that they are violating my rights to freely withdrawal the funds that lawfully belong to me. Should I be compensated for the breach of my human rights?

Is this something casino guru can help resolve or provide advise to other option I may have in my situation?

Hello cachoomega,

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? Why was your account excluded and for how long period? When was the last time you contacted the casino and how did they respond regarding your payout?

Looking forward to your answer.

Regards,

Nick

I activated my account June 2020 and was verified Feb 5, 2021.

It was a voluntary self exclusion for six months to take a break, but obviously it was impossible because I had to contact the operator everyday regarding my positive balance that was supposed returned to me but the operator couldn’t due to technical problems that they still have to this day.

The last time I had contacted them was yesterday, but there was no mention regarding payout. Just that the department who can unlock my accounts so that I can regain access is reviewing my file, please be patient and wait for an email for updates.

This behaviour by the operator is unsettling. This is my money that belongs to me, that they are obligated by law to return in a timely manner. Now they won’t let me into my account to make a transaction that they couldn’t do.

ONCE again it was a voluntary exclusion and I have every right to choose to regain access.

Also, I don’t understand how they have almost a perfect score as a trusted casino when most of the complaints sound similar to mine. It isn’t right to toy with money especially if it doesn’t belong to them. I could have had that money making interest in my bank account.

Im beginning to think they lost my money.

Hello cachoomega,

Do I understand it correctly that your account is currently closed? How much is your exact balance there?

Before we would try to get in touch with them, could you please forward all the communication between you and the casino to nikolas.b@casino.guru?

Regards

Dear cachoomega,

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.

No it is not closed.

I self excluded and now waiting to regain access so I can manage my account balance of $2654.xx

Videoslots claims to have made several attempts to wire my funds but are having issues with manual withdrawals to Canada.

I have sent you DM the communications between videoslots and myself.

Thank you cachoomega for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

my account has been reopened. 

the account remains play blocked until a successful withdrawal has been made. 

Hello cachoomega,

I have reviewed your case and I am glad to hear that your account has been reopened.

I will contact the casino to see if I can help regarding the withdrawal, can you please clarify if you have requested it yet?

We would like to invite Videoslots Casino to join the conversation and participate in the resolution of this complaint.

Dear Videoslots Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Adam

Hello Adam,

Currently the account is still play blocked, but a withdrawal has been approved last night (25th of February). However, at this stage I have no information if the customer has received the funds. We would need feedback from the customer to be sure about this.

Just to keep in mind, a bank transfer can take up to 5 business days.

The play block can be lifted once we are sure that the customer is no longer having withdrawal issues.

If we can be anymore help, feel free to contact us again.

Kind regards,

Team Videoslots

Thank you for explaining the situation, Videoslots casino.

We will allow some time for the payment to be received.

Dear cachoomega,

Please let us know when the payment reaches you.

Kind regards,

Adam

I got my withdrawal, and now I can make a deposit and start playing again.

I still don't like how Videoslots handled the situation (8 months of almost weekly chat battles for my money); they broke their own terms and conditions by keeping my money during my 6-month self-exclusion period while simultaneously claiming that they were working to get it back to me but were having trouble paying Canadian banks.

If a casino withholds your money for a length of time and determines that you are entitled to that money, they should be required to pay a fine or interest. Any comments would be much appreciated.

I want to thank Casino Guru for helping me get my issue resolved.👍

On a last point, I'm not sure whether it was a coincidence, but I think leaving an honest review is the greatest approach to get a casino's attention.

Hello cachoomega,

We are glad to hear everything worked out and thank you for your feedback.

As we have stated before, the payment to bank provided always failed. We did not try to keep your funds but try to help you to withdraw them.

Only after alternative payment method was provided, a successful transaction was made.

We wish you all the best.

Kind regards,

Team Videoslots

Dear cachoomega,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam