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Videoslots Casino - Unjustified confiscation of €1,700 deposit

REJECTED
Complaint Info
Disputed casino Videoslots Casino
Reason Account closure
Inactive user
Posted on July 22, 2019

Videoslots collected 1,700 euros

July 16, 2019 I passed account verification at Videoslots

On July 17, I made my first deposit and played blackjack, then I took out the money.

On July 18, I made another deposit for 1,700 euros and played blackjack. Next, I put money on the withdrawal, but I received a letter that my account was blocked.

I started to send them letters, but they did not answer. only refer to clause rules.

They simply took 1,700 euros!

Screenshots in the attachment to the letter

Posted on July 22, 2019

Hi ELENA777,

Your account has been permanently blocked due to breaching our terms and conditions 1.4. You can find our full terms and conditions here:

https:­//w­ww.v­id­eos­lot­s.c­om/­ter­ms-­and­-co­ndi­tions/

Best regards,
Team Videoslots.

Inactive user
Posted on July 22, 2019

Well, you blocked my account, for not understandable reason.

I myself do not want you to play. And I will never play with you.

I just ask you to return my 1700 euros, which you have taken.

I did not break anything! I made only two deposits in your casino.

I really hope that other players see this! You can take money without reasons! I think this is fraud!

You took my money for no reason!

I will not play with you!

Return my money!

AskGamblers
Posted on July 22, 2019

Dear Videoslots Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations towards the player, with quoted terms that have been breached, if any.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­[email protected]­a­s­kg­­amb­­le­r­s.com.

Thank you in advance.

Posted on July 26, 2019

Hi ELENA777,



As you have registered your dispute with MADRE, we will pursue your claim through that channel.

Best regards,
Team Videoslots

Inactive user
Posted on July 26, 2019

Hello.

I would like all players to see how you solve the issue!

I want all people to know that playing with you is dangerous.

AskGamblers
Posted on July 26, 2019

Dear @Elena777,

We kindly ask you to confirm if you submit an official complaint in front of the Alternative Dispute Representative /ADR/ of Malta Gambling Authority?

Thank you for your cooperation.

Inactive user
Posted on July 27, 2019

Hello.

Yes, I wrote a complaint there. I do not know what to do, they took the money and the problem is not solved.

I filed a complaint on your site, I thought if other players would see, they would give me back the money.

But they do not return the money and the videoslots are vseravno that other players will think about them.

They did not answer here and I wrote to the regulator additionally.

I want them to return the money and that all the players know that. can not play with them!

AskGamblers
Posted on July 27, 2019

Unfortunately, considering that both parties involved in this dispute did not reach to a mutual agreement and that player already confirmed that s/he have submitted formal complaint in front of the relevant regulatory body, AskGamblers Complaints Team has no other option but to close this complaint as Unresolved.

As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

AskGamblers
Posted on October 7, 2019

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Inactive user
Posted on October 7, 2019

The videoslots casino closed my account and took the money.

He took 1700 euros.

I filed a complaint to the regulator. The regulator examined my complaint and made a decision - to cancel all bets and refund me.

Regulator solution in application

But Videoslots does not return the money ... !!!

Posted on October 11, 2019

Hi Elena777,

We will give you an update regarding this case later today.

Best regards,
Team Videoslots.

Inactive user
Posted on October 13, 2019

Hello everybody

The problem is not solved yet

Videoslots never got in touch. Although in an upcoming message, they promised to respond within a day. 2 days have already passed ...

Videoslots has not been refunding for 3 months. Even the regulator has sent a decision on the return, but they still ignore it.

I already sent them two times by mail

This is arrogant fraud and theft. Why do such companies exist ... I will do my best to give this business maximum publicity!

Posted on October 16, 2019

Hi Elena777,

As you are aware, our third party ADR service MADRE have already given a final decision in your favour and therefore this dispute (and thread) have been resolved. Please consider the MADRE decision for guidance on the effect of this decision and your rights going forward.

Best regards,
Team Videoslots

Inactive user
Posted on October 16, 2019

Madre decided to return the money to me.

Why do not you return?

Why are you ignoring the decision of your regulator.

Why are you acting like scammers?

AskGamblers
Posted on October 18, 2019

Dear @Elena777,

Please keep in mind AskGamblers Complaints Team is discussing the complaints case with the VideoSlots team directly. While we are still in the process of discussing your case, you are kindly requested to refrain from further posting unless you have new details and information on the matter you are willing to share with our team.

Thank you for your cooperation.

Posted on October 22, 2019

Hi Elena777,

The documentation you have sent to us to verify your account is forged and therefore we have taken the decision to close your account permanently and confiscate the funds on your account. Sending us forged documents is both illegal and a violation of our terms and conditions.

If ASKGamblers have any further questions regarding this you're welcome to contact us directly.

Best regards,
Team Videoslots.

Inactive user
Posted on October 22, 2019

You decided to go to the lowest tricks.

I am ready to go through any checks, I have nothing to hide.

Dear Askgamblers, I sent them only 2 documents. This is your passport and saved screenshot of your bank statement.

Before starting to play, they accepted my documents. I have a letter confirming that they verified my account. They did not ask for anything else.
I am ready to go through any additional checks! I have nothing to hide.

You look at what they do, they evade responsibility by any means, they are ready to come up with at least something.

Why do such scammers exist in the market ... This is a shame for the entire gambling business! People lose a lot of money. Many simply don’t know how to influence them.

Dear Askgamblers I am ready to pass any checks!

AskGamblers
Posted on October 23, 2019

Dear Videoslots Casino,

AskGamblers Complaints Team is kindly asking you to provide additional details and proofs which could support your accusations towards the player.

As per the AGCCS Terms, we consider all the information and evidence presented during the complaints process as strictly confidential none of which will be publicly displayed and/ or sent to any third party. Please send required information directly to suppor­­[email protected]­a­s­kg­­amb­­le­r­s.com.

Thank you in advance for your cooperation.

Posted on October 30, 2019

Dear Askgamblers,

We have reached out to you via email.

Br,
Team Videoslots

AskGamblers
Posted on October 30, 2019

Dear @Elena777,

AskGamblers Complaints Team has been provided with sufficient information and details from the operator to conclude VIdeoSlots acted in accordance with both their Terms & Conditions as well as inline with the appointed ADR's procedures and MGA ADR Directive. Unfortunately, due to the specific nature of your dispute, we are not allowed to share more details.

Please keep in mind our decision is final and while our team understands this might not be the resolution you have been expecting, we would like to use the occasion and to remind you that in case of disagreement you are still free to forward the matter back to the appointed ADR entity (MADRE) once again or escalate the issue in front of the relevant regulatory body (MGA) directly. Should you choose to do so and as soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Case closed.

AskGamblers
Posted on May 11, 2020

Dear all,

Please be informed that we received several emails as well as review on TrustPilot on behalf the complainant during the last weekend, all containing inadmissible threats and completely unfounded and unjustified accusations. The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

Videoslots Casino Complaints

  • 19 of 20 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 2,227 USD avg amount

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