Videoslots Casino - Still haven't paid a withdrawal after 9 weeks

Hello NOYCEE81,

We're sorry to hear you're experiencing issues with account verification.

Could you advise what your account username or registration e-mail is, so we can investigate the situation?

Thanks.

Kind regards.
Team Videoslots.

Hello again,

We've been able to locate your account. Please disregard latest message.

Latest update on your account verification was 3rd September where we received further explanation and documentation, which we requested in relation to source of wealth verification.

The source of wealth verification is still actively being processed, and unfortunately without a resolution as of yet. Your account is currently inaccessible while this is processing, and we're sorry if previous communication has given the indication that funds on your account would be paid out on receiving requested documents.

We will be sure to be in contact with you once there are any news about account's funds or the account's status as soon as possible.

Kind regards.
Team Videoslots.

Hi Videoslots,

I just think this is absolutely ridiculous for source fo wealth verification to be taking this long and the latest update on the account was 3rd September almost 2 weeks ago. Surely there is a maximum timeframe to make someone wait because I actually sent documentation to you prior to this date with the main source of wealth being my most recent Tax Return on August 29th.

If you claim September 3rd to be the most recent update then can you explain in the attachment why on September 9th someone named Timothy asked me to provide the exact same information that had already received an entire week back?

And take not on the communication on the attachment in plain writing....

"I have looked into this with the payments team and the payment will be processed as soon as the below are provided"

These have been provided, not once but twice now a little over 2 weeks ago so please stop making me wait any longer. As far as I am concerned 9 entire weeks is outrageous for someone to wait so long when I have been communicating with you very well and providing you everything you have been asking me for...

Please sort this ASAP.

Regards,
Simon.

Hi Simon,

Unfortunately, there is no fixed time frame for source of wealth check.

We apologise for the inconvenience.

Kind regards,
Team Videoslots

Hi Videoslots,

Although I appreciate there is no timeframe, 9 weeks going on 10 weeks waiting for £4,000 is a lot of money when I deposited more than this shortly before even landing this win,

It's not even profit I was lucky to win my money back, so please get this sorted ASAP as it is becoming a joke. I've withdrawn more than this before on your website so I don't know why only now this is taking so long.

You've had all my documents for near on 3 weeks now :(

Hi again,

We understand that the waiting is frustrating. However, I have good news and I can see that latest update on your case was two days ago (Friday). I'm fairly sure on Monday you will hear from the team handling your case. If not, drop us an email at videos­lot­ste­am@­vid­eos­lot­s.com and we'll chase it up again. I have contacted the team now asking them get back to you as soon as possible.

Kind regards,
Team Videoslots

Hi Videoslots,

I had a call from one of your representatives from Malta this morning asking about reducing my deposit limits on the site but there was no mention about my pending withdrawal on my account. I couldn't quite understand what was the point of this phone call but it was only brief and didn't have anything to do with my outstanding £4,000 withdrawal from July.

Later on in the day I received an email from Videoslots stating that due to statements made by 'me' you are informing me that you have excluded me from my account for a minimum period of 6 Months.

Can you now explain please as I am excluded which was your choice not mine and I am no longer able to access the website how on earth I am going to get my withdrawal of £4,000? I strongly suggest you answer this ASAP as it seems you have decided to cut me off the website access and yet you still have not paid out this £4,000 account balance I have.

I look forward to your reply ASAP.

Dear Videoslots Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hi there,

A withdrawal has been made on 21st of September.

The case is solved from our end.

Kind regards,
Team Videoslots

Dear @Noycee81,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hi,

I can confirm the withdrawl has been processed and funds have been received. This complaint can now be closed, thank you.

Regards,
Simon

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.