Video Slots Casino - Missing withdrawal, Misleading information given by their support

RESOLVED
posted on September 7, 2015.

I enjoyed my time at video slots and ended up being around £2K up, at this point I chose to withdraw by debit card but had to do it with two withdrawals, knowing I'd be charged I was fine with that. I checked withdrawal times which stated it would arrive within 48 hours after approval. As it is a large amount I've kept a close eye on my bank but nothing arrived. I contacted customer support when I was at 44 hours after approval, they told me it would be there by 48 hours. I then contacted them again at 47 hours and was then told the latest would be the next day. It was still not there by the next day I contacted them again and they told me it would arrive at the latest the next day. The next day I contacted them yet again and they again said at the latest it would be the next day after that. It is now the next day again and I am well and truly peeved off. Not only did I specify in my email to them that I wanted to raise a complaint which was then completely ignored but I've been told different information by the website and then four different operators. They have now started to trace the payment and I understand mistakes happen but I don't appreciate being given different information each time I contact them evidently wanting to just blow me off instead or actually trying to do anything. Still waiting on my total of £3K with nobody else to contact, no timescale and no actual information.

posted on September 7, 2015.

Hi,

I am sorry to hear this. Can you please PM me your username and I will take a closer look at this.

Best regards,

Philip

posted on September 7, 2015.

Hi,

The money was sent last Friday and it takes up to 48 hours for the money to arrive on your account. Not counting the weekend you will most likely have the money by tomorrow.

Best regards,

Philip

posted on September 7, 2015.

Why does it then not specify on your website 'working' times and others on other forums have received theirs over the weekend? And why is this then the fifth different answer I've had regarding when I will receive these funds? I've had several 'at the latest' regarding Saturday-Sunday now I'm being told another answer completely different to all those before? The withdrawal was showing as approved to me on Thursday night/very early Friday morning.

posted on September 7, 2015.

I am sorry for the misinformation but as the withdrawal was approved on Friday it will be on your account tomorrow most likely. It takes up to 48 hours for the money to arrive which will be tomorrow.

Best regards,

Philip

posted on September 7, 2015.

Have received a much better apology via e-mail, and funds have arrived in my account today. Mostly unhappy with the service received in handling this not just the misinformation.

posted on September 9, 2015.

Hi,

I am very sorry if you feel that you were misinformed and that you are unhappy with the service. But I can assure you it will be better dealt with in the future.

Best regards,

Philip

AskGamblers
posted on September 9, 2015.

Based on submitter's last post we consider this case as Resolved.

The complaint is now officially closed.