Videoslots Casino - Verification issue and blocked account with 1500euros

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linda747 Vereinigtes Königreich
vor 2 Jahren

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

vor 2 Jahren

Hello LINDA747,

Hope you're doing good.

We want to thank you for your cooperation with supplying documents for account source of wealth verification, and can confirm that the documents and requested information you sent us is currently being processed.

We hope for your patience while we processed the received documents and information, and we will reach out to you with any updates once they're available.

Currently, your account is blocked as per your own account closure request. You have recently received a follow-up e-mail for this closure request.

Kind regards.
Team Videoslots.

linda747 Vereinigtes Königreich
vor 2 Jahren

Thank you for your answer, the first i want to say i am not ask you to close my account, I asked you why the deposit was left open if you block my withdrawal I never contacted videoslots casino with a request to close my account, after plenty stress at the moment I can say that I don't want to have anything more with you, and you can keep my account closed ,but my winning you need to transfer to my Skrill account, I did not steal this money, I won it for my deposit ,maybe I can ask without wasting more time transfer the money to my account, and you will have no more claims, and you can keep my account closed ,because after this stress no more play in your casino

linda747 Vereinigtes Königreich
vor 2 Jahren

I will add a little more, there are rules everywhere, set deadlines are given, but they are not valid in your casino,You yourself sent me a letter with a set date when I have it
send documents you give me 30 days to do it ,before the deadline expires, you block my withdrawal can you still be trusted? I don't think so. The fact that there is a set time to check the documents, but you are not even able or willing to explain to your client,

vor 2 Jahren

Hello Linda,

Thanks for your reply.

Your account is closed due to your comment on the live chat saying "close account" where our support staffed asked you to elaborate on why, and you gave your reason, as well as following up with "just i want to close"
We do not believe these message could be interpreted in any other way, and your account is therefore closed as per your request.

As we've discussed with you, when an account is pending verification, pending on the situation, different account features, such a wagering, depositing or withdrawing may be temporary limited or restricted, until required verification is preformed.

We do not believe that you have waited an unreasonable time with the source of wealth verification, but are sorry that the waiting time you have experience has been unsatisfactory. We're very happy that you have been cooperative in providing the requested information and documents, and hope you can allow us reasonable time to properly process and verify them.
At this given point, as processing of your source of wealth is still pending, we cannot tell you when this process will be over. When we have any updates, such as the processing of source of wealth being completed, or if further documentation or information is needed from you, we will reach out to you via e-mail, and we hope for your patience in the meantime.

You are always welcome to reach out to our support to ask for updates on the source of wealth verification, or the formal complaint you have filed with us directly, but we if there are no updates, then we can unfortunately only tell you that, despite your having asked for updates multiple times.

Kind regards.
Team Videoslots.

linda747 Vereinigtes Königreich
vor 2 Jahren

maybe it was a joke on your part ,I never asked videoslots to close my account, why should I do this with 1500 pounds on my account !!!! that's why I'm saying now that if you haven't been able to check the document after 11 days, you won't be able to check it for half a year, so you can keep my account closed because I won't risk my money anymore, just transfer my money to what belongs to me and I don't need any more excuses

vor 2 Jahren

Hello LINDA747,

We're not joking, and we have not posted our previous replies to your AskGamblers complaint in jest.

You have requested account closure, and your account is as such closed, as has been explained to you via e-mail.

Once there are any updates available on your account's verification status, and thereby the funds still held within it, you will be notified via e-mail.

Kind regards.
Team Videoslots.

linda747 Vereinigtes Königreich
vor 2 Jahren

I am asking you, how long will it take until you are able to do your job and transfer the winnings to your client? I am not asking you to open my account, I am asking how much time you still need after 11 days of inspection how many days are left to check??Please answer with accurate data

vor 2 Jahren

Hello LINDA747,

Thanks for your reply.

We cannot advise a specific in the future where there will be an update on your account, but we will e-mail you once there are any.

Kind regards.
Team Videoslots.

linda747 Vereinigtes Königreich
vor 2 Jahren

do I understand correctly? to send the documents, you give the client a fixed deadline that you will do with me, but you cannot answer how long you will check my document because you do not have the set time!!!

vor 2 Jahren

Hello LINDA747,

There is not a specific deadline for which you must supply the documents. When requesting, we advise that if they're not submitted within 30 days, that the account may be restricted.

If you should not able to supply the documents within 30 days, due to needing further time to gather the documents, or any other reason, then we will still accept them after 30 days.

When documents are received, as yours are now, we will process them, to verify the source of wealth, but we cannot give a specific timeframe for when the processing will be completed. That being said, we endeavour to have them processed as quickly as possible.

Kind regards.
Team Videoslots.

linda747 Vereinigtes Königreich
vor 2 Jahren

You yourself write in the letter that I have 30 days and explained that I have to send the documents, otherwise my account will be restricted if I do not provide the document!!!! !isn't there a deadline? I have all your letters, I can upload ! QUICKLY AS POSSIBLE I've been hearing from you for 11 days now !!! I hope that with the help of ask gamblers team, you will do everything more quickly and my winnings will be transferred to my account Thank you

vor 2 Jahren

Hello LINDA747,

We currently have nothing further to add, or any new updates on your account's status, but will be sure to reach out via e-mail once we have anything to share with you.

We hope for your patience in the meanwhile, and are sorry that waiting time you have experienced has been unsatisfactory.

Kind regards.
Team Videoslots.

linda747 Vereinigtes Königreich
vor 2 Jahren

I would really like to believe that my winnings will be transferred to my Skrill account, I don't want anything more from you!!

linda747 Vereinigtes Königreich
vor 2 Jahren

Is there any news, I think you had enough time for 12 days to check the bank statements of 3 months. maybe the delay is enough, and you will transfer my winnings 1500 to my Skrill account, I told you, that I will never play in your casino again after this terrible experience that I had, so why waste your time and mine You settle with your client and we closed this case!!!

linda747 Vereinigtes Königreich
vor 2 Jahren

Videoslots Team !!!!!!!! Two weeks today as my documents are being checked ,How long do I have to wait to get my winnings back?16/04/2023 from your payment analyst. I received letter and she asked one question to which I immediately answered, the letter said that there is very little left until the end of the inspection, 4 days have passed and still you are unwilling or unable to complete your work and pay with your customer!!!

linda747 Vereinigtes Königreich
vor 2 Jahren

today, 20/04/2023, I had a conversation on life chat, I asked if after two weeks how are my documents being checked, maybe the work is already done, I received a reply that my documents are still being checked!!!!!!!!!!!!! Is this a joke how could you explain your work!!!!! it seems to me that it will never end !!!!!!!!!!!!

linda747 Vereinigtes Königreich
vor 2 Jahren

Videoslots team!!!!!! any news about vertification issue ?? today we have 15 days when you checkin

linda747 Vereinigtes Königreich
vor 2 Jahren

constant silence,when I went to the life chat, I found out that they are still checking,and they cant explain nothing more ,it's not funny anymore !!!!!!!!Statements of 3 months are checked 15 days and the work is not done yet!!!!!!!!!!!!They do whatever they want ,they don't even have a time limit to check the documents,appalling appalling appalling they may still check me for another year or two !!!!!!­!!!­!!!­!!!­!!!­!!!­!!!­!!!­!!!!!!

vor 2 Jahren

Hello LINDA747,

We're sorry for the continued waiting time. We're still in the process of the source of wealth verification, and currently cannot advise when this expected to be fully concluded.

Your patience in the meantime is much appreciated, and we hope to have everything fully reviewed and verified as soon as possible.

When there are any updates on the matter, or if any further information should be required from yourself, then we will be sure to reach out via e-mail.

Kind regards.
Team Videoslots.

linda747 Vereinigtes Königreich
vor 2 Jahren

Hello videoslots my documents were presented to you very clearly, a 3-month bank statement and and skrill statement and p 60, and you are being checked for 18 days, it is not easy to understand ! But thanks for writing the same information without any result

linda747 Vereinigtes Königreich
vor 2 Jahren

Dear askgemblers team!!!!!!!! I think this case needs to be closed, I don't want to read videoslots answers about how they can't do their jobs, their same funny answers doesn't solve my problem, Please leave the issue as it is not resolved I need to go to higher authorities thanks for your efforts to help.Kind Regards

AskGamblers
vor 2 Jahren

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly. 

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

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