Videoslots - another SOW and disabled acc

[threerandomwords345]

Hello,

I think this is really unfair, thoughts?.

I am a pensioner, and have had a Videoslots account for many years, I have completed a SOW and all other verification previously.. I had no problems with my account.

Last week out of nowhere I received another SOW request... Extremely open ended.. I was told I had 30 days to comply...

Turns out they had immediately removed my ability to withdraw. and stopped all my gameplay functionality... What's more I couldn't even play my free spins I had earned, or play in freerolls!.

They allowed me to make a deposit, but will not even allow me to withdraw my small deposit I made.

I understand in the gaming commissions rules they should not allow deposits but then deny withdrawals.

But most of all this is really unfair, there was no need to immediately and without warning cutoff all account access, without allowing time to comply...

Now I have a near impossible list of SOW requests to comply with, and have to run around trying to gather documentation to prove the source of every transaction over the last six months ... Including paysafe... Which is bought with cash... Are there any rules that state SOW requests must be reasonable?.

This is just a really unpleasant way to deal with a long time customer. Very disappointed

 

[Team.Videoslots]

Hi @threerandomwords345 ,

Hope you are doing well,

We are sorry you feel that way, we hope you understand that we have certain requirements and obligations to fulfill which include doing SOW checks, we understand this process can be vexing and we likewise wish nothing more for such processes to be finished swiftly, it isn't in our interest to drag things out also, and we hope for this matter to be resolved soon.

Due to the sensitivity of the matter we likewise hope you understand we will not discuss matters relating to your account on the public forum, although we will continue to keep you updated with any new developments regarding your account as we already promised.

Kind Regards,
Team Videoslots.

 

[DreamRJ]

Hi @threerandomwords345 ,

Hope you are doing well,

We are sorry you feel that way, we hope you understand that we have certain requirements and obligations to fulfill which include doing SOW checks, we understand this process can be vexing and we likewise wish nothing more for such processes to be finished swiftly, it isn't in our interest to drag things out also, and we hope for this matter to be resolved soon.

Due to the sensitivity of the matter we likewise hope you understand we will not discuss matters relating to your account on the public forum, although we will continue to keep you updated with any new developments regarding your account as we already promised.

Kind Regards,
Team Videoslots.

But they asked a valid question about why you do not block deposits as well?

I mean surely you should block deposits? Surely that is breaking the UKGC rules?

Oh wait of course you will never block deposits, that is how you make your money. Blocking accounts but not deposits. Very rogue......

 

[jasonuk]

Turns out they had immediately removed my ability to withdraw. and stopped all my gameplay functionality... What's more I couldn't even play my free spins I had earned, or play in freerolls!.

They allowed me to make a deposit, but will not even allow me to withdraw my small deposit I made.

I understand in the gaming commissions rules they should not allow deposits but then deny withdrawals.

I mean surely you should block deposits? Surely that is breaking the UKGC rules?

If you are subject to a customer due diligence or enhanced due diligence check - they are required to pause withdrawals until that process is either completed successfully or terminated (as per the UKGC). Deposits and playthrough are - somewhat annoyingly - a decision deferred to the individual operator, but be aware that the rules are not in your favour so even if they allow you to deposit or play, you shouldn't.

Now I have a near impossible list of SOW requests to comply with, and have to run around trying to gather documentation to prove the source of every transaction over the last six months ... Including paysafe... Which is bought with cash... Are there any rules that state SOW requests must be reasonable?.

It's a bit of a mess, because there's a minimum bar but I don't believe there's a maximum bar.

Similarly, you can refuse to comply with a Source of Wealth (whether you think it's unreasonable, don't wish to divulge highly sensitive personal information etc) but there are rules in place that will determine what happens next - your account would be closed in that case (as per AML rules), and they should return your balance at the point of the request plus any subsequent deposits (but not necessarily winnings) after that point, but again some operators can cause a lot of friction here because they have the money and you don't.

This is just a really unpleasant way to deal with a long time customer. Very disappointed

The whole process is a mess - and that's not limited to VS. A decent percentage of the complaints on the forum relate to this topic across providers of all jurisdictions - communication is key, and most operators are failing at it.

Hope you get it sorted out one way or another.

 

[L&L-Jan]

trying to embed a video with explanation but not letting me...

ow amazon is not a trustworthy host for media

Anyways, on our end you can see a introduction video on the verification page, under your profile/my account section.

 

[threerandomwords345]

I do like Videoslots... however the way this was handled was a deviation from the sense fair play I expected from them.

My main issue is, I'm a fully verified customer of many years, in my late 70's, with previous SOW under my belt and verified in every way possible...

Is it necessary to suddenly pull the "Surprise! New SOW time, p.s your withdrawals are disabled, your hard earned free spins can't be used.. (now expired...) oh, and we have also disabled access to any tournaments or freerolls...

I know SOW is required, however handling it this way is unnecessary...

As far as I am aware there is no need to implement all of these measures... At least give your loyal players a few weeks to comply with the requests... (Which was indicated I had 30 days, however they were over zealous and put restrictions on immediately).

The UK gambling commission does specifically reference:

"It is not acceptable for operators to introduce friction when a customer tries to withdraw from their account rather than the point at which they deposit into the account, or to place the operator’s commercial interests over those of their customers."

 

[nfehily]

Unless you currently have what you consider to be a decent balance or outstanding withdrawals, then I would suggest that you just close the account. Asking for info re paysafe deposits is highly irregular and virtually (if not totally) impossible for you to supply imo.
If you've supplied sow docs previously then I dont see why you should have to provide them again (unless your deposit size and frequency has increased significantly). Dont jump through their hoops again, whats to stop them from requesting the same again 3 months from now?
And feel free to chat about your vs experience on here regardless of the reps request.
All the best to you.

 

[nfehily]

"And feel free to chat about your vs experience on here regardless of the reps request."
Please ignore this part of my post as I misread the reps response.

 

[dealer wins]

No SOW or other BS at reputable unregulated casinos.

Just deposit, play and withdraw without any shit.

 

[threerandomwords345]

I don't like surprises, which is why I always get fully verified before playing. (Advice I took from casinomeister 10+ years ago!)

In this case what bothers me is I had already jumped through all the hoops with videoslots for many years but they still did this without any warning.

Again... I have been fully verified many times for many years, and completed a SOW. (I'm in my late 70's, previous SOW covered my assets, pension income, and so on...)

First of all I would question if a second SOW request is required or fair... (It's already been established I'm a pensioner and not an international arms trafficker).

And even if the second SOW was really necessary, why make a bad process even worse by suddenly stopping withdrawals, gameplay functionality , or even allowing me to play my free spins I earned?.

I feel on principle I should not provide such information again, however because I like the game selection I am trying to comply...

I have sent detailed statements and documents with all transactions from skrill and my paysafe account for the past six months, I was told I had to include payments that had nothing to do with videoslots...

I have already spent many stressful hours dealing with this and gathering documentation...

The requested information was so open ended, I just hope they apply fairness and common sense, however I have a horrible feeling I'm going to face endless requests nitpicking on every transaction...

It's been very stressful, it's really a ridiculous environment the ukgc has created.

 

[threerandomwords345]

I would like to add that I still have faith in videoslots, which is why i am trying to jump through all the hoops I'm set... and the casino rep has always done their best to assist where they can.

I do think the restrictions were unnecessary, especially without warning. Hopefully this process can be improved in the future.

Hopefully my fears of SOW requests being endless and impossible to comply with are unfounded, I will update with any developments! Best wishes

 

[HappyAda]

Just read through the latest on the Videoslots account issues. It's definitely frustrating dealing with SOW and account blocks, especially when you feel like you've done everything right. Have any of you managed to get a resolution by contacting support directly or escalating the issue? Sometimes it feels like hitting a brick wall.

On a lighter note, if you're taking a break from the stress of account issues and looking for something completely hassle-free, you might check out a demo for the Candy Stars slot game. No account needed just to try it out, and it can be a chill way to pass the time. Here’s the link for the curious:

You do not have permission to view link Log in or register now.

. Meanwhile, back to the grind—anyone got more tips on dealing with customer support effectively?

 

[johnnymcc1966]

No SOW or other BS at reputable unregulated casinos.

Just deposit, play and withdraw without any shit.

Until you win big and your win is voided due to any one of a million reasons they can make up as they wish.

 

[satchnz]

"And feel free to chat about your vs experience on here regardless of the reps request."
Please ignore this part of my post as I misread the reps response.

To be fair, this was my initial reaction too when I read VS’s response a couple of days ago and I almost posted something similar!

 

[Bryan Llewellyn]

I've been with videoslots for years with a few problems but none that were unresolvable.. However this site has been going downhill over the last 3-4 years and I've just had an experience with them that is unreasonable. So here goes. Last year May 2023 I won 50.000 from the site on a big hit from Book of dead..

I did manage to withdraw the win and gave some to family and the rest I ended up putting back in the site (as gamblers do) and ended up losing it. Regardless of this the reason im telling you about it is that of all the years i've been verified with this site just recently they asked for another source of wealth february 2024 (which I provided same as always) however this time they wanted to investigate my bank account because of the big deposits made around may last year (yes the money I won FROM THEM) And even though I replied to all the emails with all the statement dates and where the money came from the last email I sent did not receive a reply and what happened was my account source of wealth was then unable to be verified because of their incompetence.. not to mention the vast overreach of information they have asked for just because of a big win I received from their site..

So yesterday I contacted an agent and at the end of the conversation all im told is they are working on it we cant give an estimate to when this investigation will conclude which means my account is in limbo unable to withdraw with no ETA of when im getting my account back keep in mind the last email I got was february this year this is now april.. So yeah I've self excluded because I could not withdraw £200 I won the other day just spent it on slots ran it out and self excluded..

I will not be giving this site another single penny of my cash I would suggest from here on in that NOBODY touch this site in future it has seriously questionable practices and im not saying this lightly it was one of my favourite sites because of the freerolls etc but even those are not anywhere near worth this hassle.

 

[dunover]

Just read through the latest on the Videoslots account issues. It's definitely frustrating dealing with SOW and account blocks, especially when you feel like you've done everything right. Have any of you managed to get a resolution by contacting support directly or escalating the issue? Sometimes it feels like hitting a brick wall.

On a lighter note, if you're taking a break from the stress of account issues and looking for something completely hassle-free, you might check out a demo for the Candy Stars slot game. No account needed just to try it out, and it can be a chill way to pass the time. Here’s the link for the curious:

You do not have permission to view link Log in or register now.

. Meanwhile, back to the grind—anyone got more tips on dealing with customer support effectively?

No, but got some tips on dealing with spamming twats.

 

[threerandomwords345]

Update .. so after spending hours and supplying everything required, unredacted six months or skrill and paysafe... I even went to the bank to get printouts...

As I feared the list is never ending and now they want six months of ALL transactions unredacted for my two other bank accounts, AND proof of withdrawal of cash and origin for six months that was used to buy PAYSAFECARD.

I am furious I spent so much time on this already, my faith was misplaced.

This is obviously extremely unfair and beyond any reason.

They must be breaking rules by making excessive requests like this?. I'm guessing they are throwing loyal customers under the bus by these completely unreasonable requests, a decision higher up to avoid fines but treat loyal customers like dirt?.

Furious

 

[Bryan Llewellyn]

Update .. so after spending hours and supplying everything required, unredacted six months or skrill and paysafe... I even went to the bank to get printouts...

As I feared the list is never ending and now they want six months of ALL transactions unredacted for my two other bank accounts, AND proof of withdrawal of cash and origin for six months that was used to buy PAYSAFECARD.

I am furious I spent so much time on this already, my faith was misplaced.

This is obviously extremely unfair and beyond any reason.

They must be breaking rules by making excessive requests like this?. I'm guessing they are throwing loyal customers under the bus by these completely unreasonable requests, a decision higher up to avoid fines but treat loyal customers like dirt?.

Furious

Do what I did.. Cut your losses and self exclude play somewhere else with less hassle.. like sky vegas or something.

 

[jasonuk]

Update .. so after spending hours and supplying everything required, unredacted six months or skrill and paysafe... I even went to the bank to get printouts...

As I feared the list is never ending and now they want six months of ALL transactions unredacted for my two other bank accounts, AND proof of withdrawal of cash and origin for six months that was used to buy PAYSAFECARD.

I am furious I spent so much time on this already, my faith was misplaced.

This is obviously extremely unfair and beyond any reason.

They must be breaking rules by making excessive requests like this?. I'm guessing they are throwing loyal customers under the bus by these completely unreasonable requests, a decision higher up to avoid fines but treat loyal customers like dirt?.

Furious

As we said before, there isn't really a maximum bar - and they can keep playing the "we're just following regulations" card for as long as they want.

I guess it's a hint they want rid of you as a customer - remember they have received multiple significant fines for AML/KYC failures in recent years, so if you are in that category of being a large depositor and not having the P60s to match (retired, self-employed etc) then they're going to go the extra mile and making increasingly intrusive (and potentially unreasonable) requests to ensure you are capable of playing to that level.

The alternative is to decline - be aware they they will close your account as per the UKGC guidance, and they should refund any balance at the time of request plus any deposits after that point. Similarly, other operators may play the same dance with you in the future - as they're all trying to avoid the ire of the UKGC.

 

[Valhalla]

Christ alive I’ve never heard of anything like that.

I’m glad I closed my VS account years ago.
Any casino asking me for UNREDACTED bank statements, which is none of their damned business, is getting the heave-ho immediately. Sorry, ain’t happening.

 

[threerandomwords345]

Jasonuk, it seems you are right, there has been no effort to make their requests reasonable or even possible to comply with... I am being thrown under the bus that's clear.

For the record, I have now supplied bank statements with six months of pension and other income, and six months of unredacted skrill and paysafe account history...

Now they want six months of UNREDACTED transactions for all three of my bank accounts, simply because I may have used a card with skrill.

And they also want documentation showing where my CASH originated from for my paysafe deposits.

I find this a despicable way to treat a loyal customers or many years, I must bring this situation to the UKGC higher ups, they won't care however there needs to be protections for players against this.

I feel stupid for wasting so much of my time providing the required information, even making multiple bank trips for documentation...I'm guessing there are no fines for unfair treatment of customers,

I still hope they will be reasonable and apologise for this situation, reinstate my account, and take steps to treat such requests fairly in the future... I'm not holding my breath.

 

[threerandomwords345]

It just gets better...

To give the full picture... I am in my late seventies, and suffering from Cancer...so the many hours spent on this issue are especially frustrating...

I don't have online banking for two of my accounts, so during my initial attempts to comply with the requests I had to make a special trip to the bank, and get them to print out six months of pension payments.

I then took clear HD quality pictures for all pages, and sent them in... Rejected... They said they need to be PDF format... (For an offline account.. )

Of course this was before they sent an even longer lists of requests as documented above...

Why have I put this much effort in? For many years I have enjoyed slots as entertainment and as a way to unwind. I especially enjoy the older bonus bank slots, and have over the years built up many bonus bank features bit by bit...

So I now stand to lose every bit of progress as well.

To be clear, I have already completed a SOW previously, and I'm used to jumping through hoops, however this is something else entirely...

Thanks

 

[threerandomwords345]

Hello everyone,

No update, they have made no concession or adjustments of demands to make them more reasonable or possible.

As it stands they are still demanding PDF documents for an offline account, and still want (impossible to provide) documentation showing source of funds for cash deposits via Paysafe.

Oh, and of course they still are demanding six months of UNREDACTED info for every bank account I hold.

They wouldn't even show a bit of goodwill by returning my tiny deposit on the account of £20.

It seems there is no intention to reach a fair conclusion, or to make the request POSSIBLE to comply with, let alone reasonable.

This sort of behaviour is unacceptable, and I specifically went with videoslots as I believed they would not act in this way.

It certainly isn't in line with fair play,

I don't have the energy anymore to deal with the nonsense. Of course they have also taken away my chance to play in freerolls.

Oh and it's suggested I simply phone up my two banks which I have no online or telephone banking with, and ask them to email me pdf documents / statements.

Anyone that has dealt with a UK bank will know this would never happen.

 

[threerandomwords345]

I am so disappointed in VS, they have made no attempt to reach a reasonable or proportionate solution, requests remain literally impossible and never ending.

It's now obvious in my view, that in order to avoid any chance of fines, they are making impossible requests whenever UK players reach a certain threshold, knowing that no one will be able to comply.

This is rogue like behaviour, and is not in line with the sense of fair play casinomeister stands for.

Is there anyone that can get this situation drawn to the attention of someone in the ukgc or anywhere that may be able to point to some guidelines or rules that stop such unfair behaviour?

I know for a start they shouldn't allow deposits but not withdrawals according to the UKGC, must be lots of other rules and guidance this is going against?. Or is it all one sided.

I only have a small balance however just on basic commerce law, if a company solicits a payment for a service or product, but doesn't provide that service, then they should immediately refund it...

I shouldn't be worrying about this still, its just I hate being treated like dirt, especially when I have followed casinomeister for 15+ years to avoid rogue like behaviour.

This is way beyond any SOW requirement, and with the added insult of them disabling my play, not returning deposits etc, without even being given a chance to comply is despicable.

 

[nfehily]

I am so disappointed in VS, they have made no attempt to reach a reasonable or proportionate solution, requests remain literally impossible and never ending.

It's now obvious in my view, that in order to avoid any chance of fines, they are making impossible requests whenever UK players reach a certain threshold, knowing that no one will be able to comply.

This is rogue like behaviour, and is not in line with the sense of fair play casinomeister stands for.

Is there anyone that can get this situation drawn to the attention of someone in the ukgc or anywhere that may be able to point to some guidelines or rules that stop such unfair behaviour?

I know for a start they shouldn't allow deposits but not withdrawals according to the UKGC, must be lots of other rules and guidance this is going against?. Or is it all one sided.

I only have a small balance however just on basic commerce law, if a company solicits a payment for a service or product, but doesn't provide that service, then they should immediately refund it...

I shouldn't be worrying about this still, its just I hate being treated like dirt, especially when I have followed casinomeister for 15+ years to avoid rogue like behaviour.

This is way beyond any SOW requirement, and with the added insult of them disabling my play, not returning deposits etc, without even being given a chance to comply is despicable.

Why are you doing this to yourself my friend? It only leads to more anger and frustration in my experience, let it go and just gamble at a different site.