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Video Slots Casino - Getting the runaround and withdrawal delay

RESOLVED
Complaint Info
Disputed casino Videoslots Casino
Reason Delayed payment
Amount $ 509
Posted on November 13, 2015

I have previously (4 months ago) made withdrawals from videoslots.com with no problem. I had provided all my verification documents earlier and they had all been approved, including a statement from the account I was withdrawing to.
Since the last withdrawal I have made over 40 ~$200 deposits and I finally decided to withdraw $509 a few days ago.
However their withdraw process said my verification documents had not been submitted.
I asked live help and they insisted that I'd never withdrawn even though I can see the withdrawals in my statement summary on their own site. They insisted I had to upload the documents and that it would take upto 24 hours to verify. I asked if they could put the funds in pending withdraw so that I couldn't gamble them away as I suspected that was the primary reason they delay like this and they said they couldn't.

So I resubmitted a statement from my bank account that was 1 week old. After 18 hours I received an email saying the statement was TOO OLD.

I wrote back incredulously asking how that was possible since it was only 6 days old.

They responded with nonsense saying I had to resubmit the documents and they were sorry I felt this way etc. etc.

I responded back demanding they immediately re-verify the document and this time check the date properly or I would open a case here.

They have now said it could be another 24 hours before they will verify the document again.

All this should not have been necessary as I had previously submitted and had this documentation approved, this is a disgraceful attempt to delay payment and encourage gamblers to re-gamble (lose) their funds and I expected better of videoslots but it seems they are falling in line with the rest of the industry in this regard.

Posted on November 9, 2015

Hi,

When you want to make a withdrawal to your bank account you are required to verify your bank account. It is not in any way an attempt from our side to delay your withdrawal. Before you have made a withdrawal you cannot flush it but you can indeed limit your game play under Responsible Gaming on your account to make sure you would not lose anything. Under Responsible Gaming you can set your wager limit, loss limit and much more and we have this for our players safety so that they can make sure they don’t gamble more than they actually want to.

Best regards,

Philip

AskGamblers
Posted on November 13, 2015

@Frosty3907,
Are you satisfied with casino's response, did they verify your account and process your winnings?
Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.

Videoslots Casino Complaints

  • 20 of 21 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 2,122 USD avg amount

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