Videoslots locked account

[chappell7878]

So before Xmas I tried to make a withdrawal and found out my account had been unverified so I was unable to do so. Nothing from videoslots requesting any documents as all my documents on their website were showing as approved. I was then told I needed to provide sow which would be my bank statement proving income along with my last years tax return as I am self employed. Have given both of the requested documents to which I received further requests of my other bank account statements and a loan repayment schedule to which I have given them to my dismay. After trying to get some resolve from the casino rep on here they have been of no help and have just told me my account is now locked. I’m not really bothered as I won’t be using them again after all this anyway but I have £1100 in there and they have told me if I close the account I won’t get my money as they can’t give it me without completion of sow. Any advice?
Thanks

 

[satchnz]

UKGC licensed casinos should not hold up withdrawals due to SOW requirements where they could have reasonably requested that info earlier. Deposits should trigger such a request. As you haven’t disclosed the amount of your deposit (and previous deposits), it’s hard to tell in this situation as you may have triggered their threshold with your last deposit.

More info is required.

 

[justdoit]

Report them on UKGC page, I am sure UKGC will love to take £5m to £10m from VS for free

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[chappell7878]

UKGC licensed casinos should not hold up withdrawals due to SOW requirements where they could have reasonably requested that info earlier. Deposits should trigger such a request. As you haven’t disclosed the amount of your deposit (and previous deposits), it’s hard to tell in this situation as you may have triggered their threshold with your last deposit.

More info is required.

Hi, thanks for your response. In this case I hadn’t actually deposited, I had turned my weekend booster into £1100.

 

[chappell7878]

UKGC licensed casinos should not hold up withdrawals due to SOW requirements where they could have reasonably requested that info earlier. Deposits should trigger such a request. As you haven’t disclosed the amount of your deposit (and previous deposits), it’s hard to tell in this situation as you may have triggered their threshold with your last deposit.

More info is required.

Also I would like to add that in a 7 day period around 2 weeks prior to this I turned my £60 weekend booster into over £12k of profit

 

[Jono777]

Also I would like to add that in a 7 day period around 2 weeks prior to this I turned my £60 weekend booster into over £12k of profit

What's your secret lol.

I have a super skill of turning mine in to £0, usually within a few minutes.

 

[jasonuk]

UKGC licensed casinos should not hold up withdrawals due to SOW requirements where they could have reasonably requested that info earlier. Deposits should trigger such a request. As you haven’t disclosed the amount of your deposit (and previous deposits), it’s hard to tell in this situation as you may have triggered their threshold with your last deposit.

More info is required.

Unless the withdrawal itself is the cause of the CDD trigger and the site hasn't done it previously - which appears to be the case here. Absolutely plenty of sites that abuse the regulations and stall withdrawals with late and/or excessive paperwork requests they should have done earlier.

 

[chappell7878]

What's your secret lol.

I have a super skill of turning mine in to £0, usually within a few minutes.

Haha I play roulette mainly and got lucky turned it into 500, withdrew it then deposited and played later on that night had around 1500-2000 withdrew it deposited again so on and so forth and I checked my account and was over 12k in profit after 7 days

 

[chappell7878]

I’m not bothered about having the account as I play a lot at pokerstars with no issues. My only concern is what happens to my balance if I close my account?

 

[sufferinsilence]

Per UKGC rules they can't do a SOW on a withdrawal request. So if you close your account they should pay out.

 

[satchnz]

Unless the withdrawal itself is the cause of the CDD trigger and the site hasn't done it previously - which appears to be the case here. Absolutely plenty of sites that abuse the regulations and stall withdrawals with late and/or excessive paperwork requests they should have done earlier.

Now that we know this wasn’t on the back of a deposit, it’s dodgy as hell.

 

[jasonuk]

Per UKGC rules they can't do a SOW on a withdrawal request. So if you close your account they should pay out.

Yes they can - a CDD (customer due diligence) or EDD (enhanced) trigger can occur on a sufficiently large withdrawal. The UKGC rules say that "players must not be asked for information at the point they request a withdrawal from their account if the operator could reasonably have asked for this information at an earlier time."

So delaying a CDD request until the withdrawal (as some operators appear to be doing, but UKGC sleepy) isn't allowed. But it is possible that the CDD is triggered by the withdrawal - where the rules are slightly different.

On the second part, yes - once the CDD request is active then the balance is ringfenced, subsequent deposits are added to it but importantly subsequent winnings are isolated. So if the CDD is completed then the balance + subsequent deposits + subsequent winnings are returned to the player, if the CDD is refused or otherwise cannot be completed then only balance + subsequent deposits may be returned and subsequent winnings may be lost - which is why operators delaying the CDD request is problematic because it gives them a freeroll against the player.

So in this case, if the withdrawal is the CDD trigger, then the balance should include all of the winnings to date.

Now that we know this wasn’t on the back of a deposit, it’s dodgy as hell.

VS have done things over the years we may not agree with, but this one comes from the UKGC and AML regulations...

 

[justdoit]

I’m not bothered about having the account as I play a lot at pokerstars with no issues. My only concern is what happens to my balance if I close my account?

last year UKGC casino ask me for SOW I refuse they told me if you refuse we need to close your account and pay your balance, I agree to close my account, 5mins later I got paid and they closed my account,
you should talk to @Team.Videoslots first if not ask @maxd for help

 

[satchnz]

Yes they can - a CDD (customer due diligence) or EDD (enhanced) trigger can occur on a sufficiently large withdrawal. The UKGC rules say that "players must not be asked for information at the point they request a withdrawal from their account if the operator could reasonably have asked for this information at an earlier time."

So delaying a CDD request until the withdrawal (as some operators appear to be doing, but UKGC sleepy) isn't allowed. But it is possible that the CDD is triggered by the withdrawal - where the rules are slightly different.

On the second part, yes - once the CDD request is active then the balance is ringfenced, subsequent deposits are added to it but importantly subsequent winnings are isolated. So if the CDD is completed then the balance + subsequent deposits + subsequent winnings are returned to the player, if the CDD is refused or otherwise cannot be completed then only balance + subsequent deposits may be returned and subsequent winnings may be lost - which is why operators delaying the CDD request is problematic because it gives them a freeroll against the player.

So in this case, if the withdrawal is the CDD trigger, then the balance should include all of the winnings to date.


VS have done things over the years we may not agree with, but this one comes from the UKGC and AML regulations...

I’m sorry but logic makes this sound ridiculous. SOW and AML checks on a win that resulted from funds that the casino gave to the user…

I’m not saying you are wrong about the regulations (you seem very much more knowledgeable in this area than I am) but the regulations use zero logic regardless.

Casino - “here, have some money on us to gamble with”
Player - prints up a nice balance
Casino - “before you withdraw your balance, we need to check you can afford to gamble and that you’re not money laundering”

 

[chappell7878]

I did multiple withdrawals and deposits in this period, however my account was still in profit at the point I was unable to make a withdrawal. I was still allowed to play with my balance and deposit however. So yeah seems very iffy to me

 

[jasonuk]

They are allowed to continue to accept deposits and bets, but once the CDD documentation request has been triggered, it's best to stop playing - because you are potentially anti-freerolling yourself if you get to a point where they ask for documentation you refuse to provide.

As discussed above - any winnings generated after the documentation request will be ringfenced again, and usually requires the requested paperwork to be sent and accepted. If the CDD is not completed, funds prior to the request should be returned, but winnings after the request are at risk of being forfeit.

I’m sorry but logic makes this sound ridiculous. SOW and AML checks on a win that resulted from funds that the casino gave to the user…

I’m not saying you are wrong about the regulations (you seem very much more knowledgeable in this area than I am) but the regulations use zero logic regardless.

I agree, AML checks can kick in on any sizeable transactions (€2000 is the headline number, but there may be reasons to do it for lower amounts). I suspect the disconnect is between that and the UKGC implementation of the rules - especially when the rules as documented give a ridiculous incentive to underhanded casinos to freeroll the player (can deposit, can bet, can lose but heavy restrictions on newly generated winnings).

I'm not an expert - more "the guy who read all the documentation" - and will happily defer to a more experienced opinion, but as we've seen recently this is happening more and more often, and we've even seen casinos threaten customers as a way to strongarm them into compliance.

 

[pekka55]

I'm not an expert either, but you can't really launder money by depositing at a casino from your personal bank account and withdraw to the same bank account. That's not how money laundering works. And no one is laundering money by depositing a few hundred to a casino a month. I get why big deposits might get some more attention, but seems like everyone is getting SOW and AML requests nowadays.

 

[satchnz]

They are allowed to continue to accept deposits and bets, but once the CDD documentation request has been triggered, it's best to stop playing - because you are potentially anti-freerolling yourself if you get to a point where they ask for documentation you refuse to provide.

As discussed above - any winnings generated after the documentation request will be ringfenced again, and usually requires the requested paperwork to be sent and accepted. If the CDD is not completed, funds prior to the request should be returned, but winnings after the request are at risk of being forfeit.


I agree, AML checks can kick in on any sizeable transactions (€2000 is the headline number, but there may be reasons to do it for lower amounts). I suspect the disconnect is between that and the UKGC implementation of the rules - especially when the rules as documented give a ridiculous incentive to underhanded casinos to freeroll the player (can deposit, can bet, can lose but heavy restrictions on newly generated winnings).

I'm not an expert - more "the guy who read all the documentation" - and will happily defer to a more experienced opinion, but as we've seen recently this is happening more and more often, and we've even seen casinos threaten customers as a way to strongarm them into compliance.

And I wonder why as a low roller the majority of my play is at crypto casinos now. SOW and AML checks on withdrawals triggering a threshold is plain idiotic.

 

[chappell7878]

No response yet although I sent them further documents which they requested @Team.Videoslots

 

[Team.Videoslots]

No response yet although I sent them further documents which they requested @Team.Videoslots

Hi @chappell7878 ,

We just replied to your latest DM, apologies for the late reply.

Kind Regards.
Team Videoslots.

 

[chappell7878]

I’ve requested they close my account. So I guess it’s just a case of wait and see now, as they stated I would still need to complete sow even if I close my account. I find that very hard to believe

 

[chappell7878]

Any update for me @Team.Videoslots ? I sent the further requested documents 48 hours ago and have since closed my account. @maxd have you any advice on this?

 

[Team.Videoslots]

Any update for me @Team.Videoslots ? I sent the further requested documents 48 hours ago and have since closed my account. @maxd have you any advice on this?

Hello chappell7878,

Thanks for providing the requested documents, and apologizes that you've not yet received any updates since providing them 48-hours ago.

I will try to chase with relevant team to have them reviewed as soon as possible, so that the source of wealth verification may be concluded soon.

Kind regards.
Team Videoslots.

 

[chappell7878]

Ok so have you closed my account as requested?

 

[Team.Videoslots]

Hello chappell7878,

Yes, your account has been closed as per your request in privates messages.

Kind regards.
Team Videoslots.