Videoslots locked account

[chappell7878]

Yeah, it’s over 3 weeks this has been going on now

 

[chappell7878]

My last deposit was 18th December which as shown in the image above from 4th-14th I was able to deposit £44k and withdraw £45k. Since the CDD kicked in and I was unable to withdraw I’ve deposited around £12k

 

[pekka55]

Yeah, it’s over 3 weeks this has been going on now

Yeah, that's not ok. It should take days, not weeks.

 

[SpinUk]

Under the UKGC rules any further deposit over 2k they can’t keep if they can’t CDD you 100% -

• if the funds are to be repaid, then the amount repaid should consist of all funds owed to the customer at the point that the threshold was reached, plus all deposits made at that point and thereafter.

That’s to avoid companies profiteering themselves from illegal funds where they can’t prove the source of those funds. They don’t just get to keep it . That would also open the Casino’s up themselves to money laundering and blackmail if that were the case, which is why that rule is in place.

 

[SpinUk]

So at what point was the threshold reached? Can you give me a date for this? Given I’ve deposited and withdrawn £45k in the space of a couple of weeks? @Team.Videoslots

When indeed…

 

[chappell7878]

I know when it was, I just want to see if they give me the information I’ve requested. I’ve never had to deal with something so ridiculous in my life

 

[satchnz]

They have a bit of a history doing this it seems

History

Pity the UKGC won’t fine them extortionate amounts for this behaviour.

 

[chappell7878]

Still no update? @Team.Videoslots

 

[chappell7878]

Hello chappell7878,

A public forum is not the appropriate place for such a request.

Please feel welcome to reach out to our DPO via dpo@videoslots.com if you wish to make a formal request to receive a copy of any personal data we hold you.

Kind regards.
Team Videoslots.

Sent an email to that address requesting the information and not heard anything back it’s been 2 days…

 

[Team.Videoslots]

Sent an email to that address requesting the information and not heard anything back it’s been 2 days…

Hi @chappell7878 ,

We will check with the DPO office and get back to you on that via private message.

Kind Regards.
Team Videoslots.

 

[chappell7878]

Ok thanks. Any update for me regarding sow?

 

[scopolamine]

I asked for a birthday pressy from Live Chat (Dec 18)and I got banned,So I had 73$ in account,so I asked for this 73$ to be put back to muchbetter ,So now Im unbanned(still unsure why I was banned)and the 73$ is lost in the shuffle.Its been 3 weeks and still working on finding my money.I am level 150+ there and to treat a loyal player like this is shocking,I miss when casinos actually wanted your business

 

[Fiekie247]

Well years ago, 2 years prior to COVID, when they closed that massive amount of Punters accounts (including mine) due to "Company Decision" - I was actually glad I was not part of them anymore, they locked my account then with many spins plus some cash, was not much, but did not give 2 Fcks (apologies) about me!

I eventually got my account re-opened again and after a few winning streaks within the tourneys and normally, my country suddenly got banned from them and Mr Vegas. Good Riddance I say...
For me personally their RTP on their offerings and Loyalty simply went down the drain, as they USED to be the one of the best when it came to their loyalty program etc.

I do miss their slot battles at times...

 

[chappell7878]

@Team.Videoslots following your advice to email the address for the information I wanted regarding the cdd threshold I have received a response which they state they can’t provide me with said information. Why do I feel like I’m getting the runaround? It’s been weeks and apparently my sow checks are still not concluded?

 

[jasonuk]

Under the UKGC rules any further deposit over 2k they can’t keep if they can’t CDD you 100% -

• if the funds are to be repaid, then the amount repaid should consist of all funds owed to the customer at the point that the threshold was reached, plus all deposits made at that point and thereafter.

That’s to avoid companies profiteering themselves from illegal funds where they can’t prove the source of those funds. They don’t just get to keep it . That would also open the Casino’s up themselves to money laundering and blackmail if that were the case, which is why that rule is in place.

I appreciate it's the first time you've seen these rules (post 26), but please be careful of making sweeping generalisations. The €2000 figure is the headline figure rather than an absolute one, and the part not highlighted states "if the funds are to be repaid" (e.g. proceeds of crime, in which case they will go elsewhere).

Additionally, as the player has highlighted their recent winnings have come from their weekend boosters - so the time of CDD request is important because a refusal to comply may jeopardise those winnings. The CDD process can be a headache at the best of times, but particularly problematic for the player when they're being given partial information (because it's in the operator's interest for the CDD to complete - they get to hold on to a customer, and they don't have to do extra paperwork).

As we've seen in other threads, players have asked various operators a straight question whether they will get their money or not if they refuse CDD, and very few have been straightforward about it - whether ignoring the question, quoting vague terms that don't answer it, or making thinly-veiled threats instead. Given it's a UKGC process (as part of the wider AML regulations), perhaps the UKGC should be the ones clarifying it for the benefit of all.

@Team.Videoslots following your advice to email the address for the information I wanted regarding the cdd threshold I have received a response which they state they can’t provide me with said information. Why do I feel like I’m getting the runaround? It’s been weeks and apparently my sow checks are still not concluded?

Coming back to the OP, if they're giving you the run-around again... is it worth getting @maxd involved and PAB? As @satchnz noted, they can and do use time as pressure to get you to comply.

 

[chappell7878]

I appreciate it's the first time you've seen these rules (post 26), but please be careful of making sweeping generalisations. The €2000 figure is the headline figure rather than an absolute one, and the part not highlighted states "if the funds are to be repaid" (e.g. proceeds of crime, in which case they will go elsewhere).

Additionally, as the player has highlighted their recent winnings have come from their weekend boosters - so the time of CDD request is important because a refusal to comply may jeopardise those winnings. The CDD process can be a headache at the best of times, but particularly problematic for the player when they're being given partial information (because it's in the operator's interest for the CDD to complete - they get to hold on to a customer, and they don't have to do extra paperwork).

As we've seen in other threads, players have asked various operators a straight question whether they will get their money or not if they refuse CDD, and very few have been straightforward about it - whether ignoring the question, quoting vague terms that don't answer it, or making thinly-veiled threats instead. Given it's a UKGC process (as part of the wider AML regulations), perhaps the UKGC should be the ones clarifying it for the benefit of all.



Coming back to the OP, if they're giving you the run-around again... is it worth getting @maxd involved and PAB? As @satchnz noted, they can and do use time as pressure to get you to comply.

Hi, thanks for your response. To clear things up I had a weekend booster of around £65 which I subsequently turned almost immediately into £550, I withdrew £500 then turned the remainder into around £1000 which I again withdrew. Since then I have deposited, withdrawn profit and so on and so forth until a week or so later I was £12000+ in profit for that period of time. So multiple deposits and withdrawals but I was always in profit which ultimately came back to the weekend booster. I have deposited around £12k since I was unable to withdraw due to apparent sow requests which I was unable to find any emails proving this until a number of days questioning what was going on with my account which they just told me internal review and never mentioned sow. Just really seems strange to me, @maxd what are your thoughts on PAB for this matter?

 

[satchnz]

This all reminds me about the fact that the Mickey Mouse copyright just ended…

 

[maxd]

... is it worth getting @maxd involved and PAB? ...

@maxd what are your thoughts on PAB for this matter?

FWIW, we'd certainly be happy to help via the PAB process but it's worth noting that our involvement with VS on PABs is more or less limited to it being a reminder service: we send them the PAB and they do whatever it is they're going to do. There's little or no discussion between us on player issues because that seems to be the way they prefer it. That said when we do "remind" them of something they usually do the right thing, so there's that.

- Max

 

[chappell7878]

FWIW, we'd certainly be happy to help via the PAB process but it's worth noting that our involvement with VS on PABs is more or less limited to it being a reminder service: we send them the PAB and they do whatever it is they're going to do. There's little or no discussion between us on player issues because that seems to be the way they prefer it. That said when we do "remind" them of something they usually do the right thing, so there's that.

- Max

Ok thanks for the heads up I’ll see how we are by the end of the week, cheers

 

[chappell7878]

@Team.Videoslots still no emails from anybody since Monday now. @maxd can we go ahead with PAB as I think that may help speed the process up?

 

[Team.Videoslots]

@Team.Videoslots still no emails from anybody since Monday now. @maxd can we go ahead with PAB as I think that may help speed the process up?

Hi @chappell7878

Please check the DM, I just sent you. Apologies for the time this took but the relevant team had to complete the review.

Kind Regards.
Team Videoslots.