120 days with no response to a reported software glitch

I first noticed I had issues with my account last Monday. My withdrawals were pending and getting reversed. On contacting support they said my account was undergoing a routine review. My account has been fully verified for numerous years now and every now and again they may ask for the odd thing. Friday came and they asked for ID and bank details which again I provided. I had emails to say these had been checked over and accepted, however my account is still undergoing a review and I cannot withdraw funds. The terms and conditions state withdrawals will be processed within 48 hours even during verification, however no one are giving any time frames on anything.

Videoslots made a manual international payment to me of £14.40 on August 5th 2024. However, they did not detail all the correct Swift/IBAN information on the transaction. My provider Barclays traced the transaction and said as Videoslots did not input the correct information, then it was sitting in limbo and needed to be either re-called or have additional information sent to it in order for Barclays to re-direct it to my account.

On informing Videoslots of this and also using RESOLVER, they seemed unable to understand the situation and all their replies to me were along the lines of " Our provider has informed us the payment was paid and there is nothing else we can do"

After numerous correspondence to Videoslots telling them what Barclays needed them to do I got nowhere, so Barclays then returned the payment back to them ( something they don't usually do but tried to help Videoslots out)

As of October 26th, Videolsots have informed me there is nothing they can do and the payment was made on August 5th, even though myself and Barclays have tried to walk them through step by step what has happened and what they need to do.

I find the whole saga very tasteful and the ignorance of Videoslots very disapoointing. I know it is only £14.40 but the principal of the matter has now gone way beyond that for me. They do not seem interested in solving a mistake that they created and have constantly put the ball in my court to solve it with numerous telephone calls to my Bank.

Barclays has told me that this practice from Videolsots is appalling behaviour. A very helpful guy from Barclays Investigation Team tracked the life of the transaction to where it is now. It was returned to CitiBank ( Videolsots ) as a payment with insufficient information a few weeks ago. I have given Videoslots the reference number and they still will not act on it.

it is my belief that Videoslots have now washed their hands of this and are wanting me to just give up and go away. Please do not let them get away with this, it is only £14.40 I know, but the ramifications of the little punter being outgunned by the big casino disgusts me and I am trying to fight for others who may be victims of this activity in the future.

So I’ve been trying to get my winnings from Videoslots for over 1 month now. At first, there was compliant for a couple of days. I deposited £2500 and I won just over £10,000.

My account is fully verified, I have emails and screenshots which I will attach to verify this. For some reason they are now not letting me into my account or responding to my emails and I’ve tried live chatting them since on their website which I can’t get through to anyone. It’s a lot of money and it’s causing me a lot of distress now I could really use that money. I have done everything they’ve asked and followed all their terms and conditions yet they’re still holding my money. I hope you can help me get back the money that is rightfully mine. Also, they were going to let me withdraw £2500 and it was pending then they declined it after even telling me my account is fully verified. I will send you all the screenshots of all my engagements with them along with the emails I’ve sent to them to prove this.

I’ve just tried to attach all the files but it states 5Mb maximum. But I have like 25 images and 1 video to send you as proof. Can you let me know a way I can send them to you, please? Like an email address.

I can send them to you via my email address which is- <email address removed>

Kind regards,

Caleb

My account at videoslots has been deactivated for over a month, I'm a fully verified player.

After numerous interactions with the casino, I have been unable to resolve this with the casino as of yet. They were saying technical issues, however there seems to be no urgency to resolve this.

I have a small amount of funds on the account which I wish to play with. There is no valid reason for my account to have been deactivated, and they can't articulate the reason why, only that it's being looked into. That's over a month, I contact them EVERY day for an update, and it's the same story.

Dear team, I really hope that my complaint will be clarified, due to the unprofessional work of the videoslots team! I have been playing in this casino since 2019, my account has been verified, but on 20/03/2023, I receive a letter from the staff and they ask me to send my payslips and they give me a deadline of 30 days.

Before the deadline given by them has passed 06/04/2023 they block my money withdrawal without any warning, but they leave the deposit open. 07/04/2023 I could not collect my winnings of 1500. The same day 07/04/2023 I will send them everything they ask for. After 7 days of silence they ask for more copies from my bank,14/04/2023 On the same day, I will send everything they ask for and silence again, there is no greater unprofessionalism to be seen.

I send them letters every day, I ask why my account is not fixed, sometimes they answer that their team is still looking and always the same answer, if they were professionals, they would explain their term for document verification, but they don't do it because they do what they want.

From 07/04/2023 to today 18/04/2023 having all my documents they only managed to block my access without any explanation. This morning I try to log in and see that my account is blocked. I don't want anything from this company, I just want to collect my winnings 1500 I really hope that you will help me solve this problem. Kind regards

On Thursday the 12th of January I won £400 on my Videoslots account. I have been a member with Videoslots since March last year. Made several deposits and withdrawals with them with no issues and always had a positive experience until now. I made the withdrawal of £400 and noticed it was still pending. I then went to live chat and was told my account was under review. I was informed that this is happening to several accounts over the site. I explained to them I felt this was strange as I was fully verified and had never had any issues withdrawing before. Since the 12th I have had no emails from Videoslots to explain exactly what is going on. Live chat has been giving me the same response for ten days telling me to wait on an email. I was told last week over chat my account is being dealt with as a priority, still now update. To make things worse from Saturday I can’t even login anymore. I just want to know when I can get my winnings.

I have been waiting for 3-4 weeks for them to check an additional document which they required to pay my pending withdrawal. My account was already verified, but after requesting 2000 € withdrawal they closed my account and wanted additional document. It´s difficult to get any answers from them and they just tell me to wait a little longer every time I ask. It shouldn´t take nearly one month to check one document.

Hi,

On 13th July roughly 9 weeks ago I was spending a bit of money on Video Slots nothing like I haven't done before and ended up with a £4,000 balance getting back my money to break even.

However, this withdrawal unlike others it is still not been processed as they wanted some documentation off me and a lot of stuff they were after. I sent all the stuff over but it took me 4 weeks to finally get a copt of my Self Assessment Tax Return as I am self employed but towards end of August I finally gave them everything they asked for.

They have also asked me questions I have answered to confirm info on some trasactions on my bank statements where I have multiple accounts for utility bills / wages etc. On August 29th they said we need an answer to two items and we will process the payment, I gave them all the info they needed and still no payment received.

I have had so many emails off them and chased multiple times and last Friday they sent the same email from a week before asking the same info I have already submitted so now I am fed up and at the end of my limit. I gave them one last chance after sending an email last Friday 9th Sept and it is now 14th Sept and they haven't replied.

So please can you raise a complaint against them as I feel this is the only way I am going to get the money I am legally owed and they are taking the absolute joke out of me and I am sick and tired of sending them all the stuff they originally asked them and more.

They have all my KYC info needed and proof of income so they need to finally pay me what is owed, £4,000 and either unrestrict my account as I can't login or if they choose to close my account for whatever reason that is fine but I am owed this £4,000 regardless.

Regards