Casino Complaint Alanutdfc vs Videoslots

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Alanutdfc

Violation of posting rule 1.18 – Don’t be a PITA
PABaccred
Joined
Feb 15, 2018
Location
addlestone
I joined Videslots a couple of weeks ago and accepted the 100% bonus upto £200,i deposited £400 and played for a few hours it went well and my balance after wagering was complete was over £900(Happy days),i went to withdraw and was told i needed to verify my account first,fair enough i guess,though i think they should not accept any deposits until they verify you,they trust you enough to deposit money but not to take money back out?...i sent my card details/driving licence,and proof of address,my card was accepted but the other 2 rejected,and they asked for my Passport,so i sent them that and they rejected it(im not sure what other photo ID your average person has but thats all i have.Anyway the next email came saying we are closing your account and keeping your deposits according to (some terms),the term basically said we can close any account without any explanation...here is final email i got,i have no idea how i failed any standard verification checks?,i sent them everything they asked for...so i am £400 out of pocket,plus my winnings,i dont understand how a company can get away with this,to me it is theft?

Greetings

I regret to inform you that we have decided to permanently close your Videoslots account alanutdfc in accordance with our Terms & Conditions 1.1 and 1.4.

Your account was blocked due to a failure of our standard verification checks and any funds will be retained.
 

Gaz237

Ueber Meister
MM
Joined
May 8, 2014
Location
chelmsford UK
I'm sure Dan (Videoslots rep) will see this thread and contact you via PM. Probably be tomorrow now.

Unless you have opened more than one account or similar I'm sure it will be sorted out.
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
rule 1.4 states:

  • decline a person to open a Videoslots account and/or to close an existing account decline to accept no deposits without any explanation, provided that any wagers and winnings already made will be honoured by the Company as long as these were not acquired by fraud or other illegal or illicit means;
  • suspend and/or cancel the person from promotional activities, competitions or other services, whenever
  • Videoslots is of the opinion that there are legitimate concerns that the account is, has been or may
    • be used for illegal, fraudulent or dishonest activities
    • request documents for verification of identity, the authorisation to use a specific card (including pre-paid cards) and/or other facts provided by the account holder, before expediting withdrawals.
    • hold and manage funds belonging to the account holder in accordance with generally accepted guidelines
    • for cash management. This may include a financial institution and/or a payment solution provider being
    • entrusted to hold funds in the name of and/or for the benefit of the account holder
    • forfeit and/or confiscate funds available on an account and/or refuse to honour a claim, in the event that, directly or indirectly, these Terms and Conditions have been violated and/or other unauthorised
  • limit and refuse bets and to terminate events or games from being offered on the site.
So to me it seems you must have sent in fraudulent documents or you broke one of the other points in the above term.

I mean by all means, you can PM Dan their rep and see if he will look at it for you.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
If you are in the UK, you can initiate the formal compaints process; internal followed by ADR. You could also utilise the PAB service here. They certainly should not be keeping deposits for nothing more than a failure of routine checks, although they may not be able to return the deposits to anything other than their origin if they have any doubt. They would ONLY be able to retain the deposits if they felt the money was stolen or "dirty", but they would then have to hand the money over to the rightful owner or the regulator. They cannot keep money they have concerns about for themselves.

The UKGC have ruled that casinos can't simply help themselves to customers' money simply for a breach of terms and conditions, nor indeed the more serious matter of a self exclusion violation. Consumer contract law here trumps casino terms and conditions.
 

Alanutdfc

Violation of posting rule 1.18 – Don’t be a PITA
PABaccred
Joined
Feb 15, 2018
Location
addlestone
rule 1.4 states:

  • decline a person to open a Videoslots account and/or to close an existing account decline to accept no deposits without any explanation, provided that any wagers and winnings already made will be honoured by the Company as long as these were not acquired by fraud or other illegal or illicit means;
  • suspend and/or cancel the person from promotional activities, competitions or other services, whenever
  • Videoslots is of the opinion that there are legitimate concerns that the account is, has been or may
    • be used for illegal, fraudulent or dishonest activities
    • request documents for verification of identity, the authorisation to use a specific card (including pre-paid cards) and/or other facts provided by the account holder, before expediting withdrawals.
    • hold and manage funds belonging to the account holder in accordance with generally accepted guidelines
    • for cash management. This may include a financial institution and/or a payment solution provider being
    • entrusted to hold funds in the name of and/or for the benefit of the account holder
    • forfeit and/or confiscate funds available on an account and/or refuse to honour a claim, in the event that, directly or indirectly, these Terms and Conditions have been violated and/or other unauthorised
  • limit and refuse bets and to terminate events or games from being offered on the site.
So to me it seems you must have sent in fraudulent documents or you broke one of the other points in the above term.

I mean by all means, you can PM Dan their rep and see if he will look at it for you.


There is nothing wrong with my documents,like im some sort of expert forger of passports i can knock one up in my spare time just like that when they reject my driving licence,i just cant understand how a company can keep someones money after the accept them to deposit....how can there be any fraud,i just dont understand,you deposit and withdraw to the same bank account,it not like i deposited then someone tried to withdraw to Mr Smith in Argentina or something.I just csant get my head around this,ive gambled with bookies mostly all my life and never had any kind of issue with say paddy power or skybet.
 

Alanutdfc

Violation of posting rule 1.18 – Don’t be a PITA
PABaccred
Joined
Feb 15, 2018
Location
addlestone
If you are in the UK, you can initiate the formal compaints process; internal followed by ADR. You could also utilise the PAB service here. They certainly should not be keeping deposits for nothing more than a failure of routine checks, although they may not be able to return the deposits to anything other than their origin if they have any doubt. They would ONLY be able to retain the deposits if they felt the money was stolen or "dirty", but they would then have to hand the money over to the rightful owner or the regulator. They cannot keep money they have concerns about for themselves.

The UKGC have ruled that casinos can't simply help themselves to customers' money simply for a breach of terms and conditions, nor indeed the more serious matter of a self exclusion violation. Consumer contract law here trumps casino terms and conditions.


I have no idea what ADR or PAB are,i will look it up,i have contacted IBAS as thats who VS said to go to,but after working out how to do that i got an email saying they take 12-14 weeks,thats forever for what i see as no reason,maybe when i get my money they will add interest lol?
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
I have no idea what ADR or PAB are,i will look it up,i have contacted IBAS as thats who VS said to go to,but after working out how to do that i got an email saying they take 12-14 weeks,thats forever for what i see as no reason,maybe when i get my money they will add interest lol?
for PAB (Player ArBritation) there should be a faq link at the top of your page
 

gilliebean

Dormant account
Joined
Jun 30, 2017
Location
Southampton, UK
Alan, are you in the UK? Not sure where Addlestone is sorry? :) If so, is your driving licence in date and does it have your current address on it? And I'm assuming your passport is in date too? Just wondering :confused: xx

Edit - also did they give you any reasons as to why any ID was rejected?
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
There is nothing wrong with my documents,like im some sort of expert forger of passports i can knock one up in my spare time just like that when they reject my driving licence,i just cant understand how a company can keep someones money after the accept them to deposit....how can there be any fraud,i just dont understand,you deposit and withdraw to the same bank account,it not like i deposited then someone tried to withdraw to Mr Smith in Argentina or something.I just csant get my head around this,ive gambled with bookies mostly all my life and never had any kind of issue with say paddy power or skybet.

I am not saying you did send in fraudulent documents. I was merely quoting the term they said you broke.

But you also have to understand you are a new member here. And we get a lot of new members here who make these type of threads and they always usually get found out to be fraudulent at the end. Yes 900 is not that much money. But VS is the best casino in the industry and I can assure you they do not do this without good reason to do so.

So until it can be proved they made a mistake which usually is very rare for VS. Then I will withhold my judgement. And yes as others said. Try and do a PAB. Dan will be sure to be on top of this tomorrow anyway.

Good Luck!
 

Alanutdfc

Violation of posting rule 1.18 – Don’t be a PITA
PABaccred
Joined
Feb 15, 2018
Location
addlestone
Alan, are you in the UK? Not sure where Addlestone is sorry? :) If so, is your driving licence in date and does it have your current address on it? And I'm assuming your passport is in date too? Just wondering :confused: xx


Hi yes addlestone is in the UK SouthEast of enlgand,my DL is in date and has my current address on it,i have lived here for years now,and yes my passport is also in date.
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
Alan, are you in the UK? Not sure where Addlestone is sorry? :) If so, is your driving licence in date and does it have your current address on it? And I'm assuming your passport is in date too? Just wondering :confused: xx

Edit - also did they give you any reasons as to why any ID was rejected?

Yeah but these questions dont exactly give the reason behind VS actions in this case!

Because When they reject documents they usually just re-request them until they are readable. Unless those said documents are fake or fraudulent as I said. Or they was used on different accounts!

VS will have had a good reason to take this action they did! So lets wait and see what Dan says tomorrow, I hope he updates this thread to let us know either way :)
 

gilliebean

Dormant account
Joined
Jun 30, 2017
Location
Southampton, UK
Hi yes addlestone is in the UK SouthEast of enlgand,my DL is in date and has my current address on it,i have lived here for years now,and yes my passport is also in date.

Gosh then I can only imagine that it's a mistake or that they think you've done something illegal/fraudulent. I can't think of any other logical reason they would do this? I'm sure Dan will sort it out for you - he is the VS rep here and he's extremely helpful if your issue is a genuine one :)
 

Alanutdfc

Violation of posting rule 1.18 – Don’t be a PITA
PABaccred
Joined
Feb 15, 2018
Location
addlestone
I am not saying you did send in fraudulent documents. I was merely quoting the term they said you broke.

But you also have to understand you are a new member here. And we get a lot of new members here who make these type of threads and they always usually get found out to be fraudulent at the end. Yes 900 is not that much money. But VS is the best casino in the industry and I can assure you they do not do this without good reason to do so.

So until it can be proved they made a mistake which usually is very rare for VS. Then I will withhold my judgement. And yes as others said. Try and do a PAB. Dan will be sure to be on top of this tomorrow anyway.

Good Luck!


I only joined here because of this,i have never had a problem with any gambling company before and ive been doing it a long time,so have never needed to join any kind of forum to air grievences..i assumed it would be a good casino also as i watch alot of streamers on youtube and twitch and have seen many play here,its one of the reason i joined,most places i have joined(casinos anyway)is after watching these streamers.
 

Alanutdfc

Violation of posting rule 1.18 – Don’t be a PITA
PABaccred
Joined
Feb 15, 2018
Location
addlestone
Gosh then I can only imagine that it's a mistake or that they think you've done something illegal/fraudulent. I can't think of any other logical reason they would do this? I'm sure Dan will sort it out for you - he is the VS rep here and he's extremely helpful if your issue is a genuine one :)

Cheers,i hope so,but the emails wound me up bigtime,keep on saying have a nice day after telling me they are keeping my money.
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
I only joined here because of this,i have never had a problem with any gambling company before and ive been doing it a long time,so have never needed to join any kind of forum to air grievences..i assumed it would be a good casino also as i watch alot of streamers on youtube and twitch and have seen many play here,its one of the reason i joined,most places i have joined(casinos anyway)is after watching these streamers.

So wait until tomorrow for Dan the VS rep to respond!
 

gilliebean

Dormant account
Joined
Jun 30, 2017
Location
Southampton, UK
Cheers,i hope so,but the emails wound me up bigtime,keep on saying have a nice day after telling me they are keeping my money.

But they don't give ANY reasons except referring you to the T's and C's? You've done the best thing - honestly if you're as genuine as you sound, Dan will read this and sort it out for you 100% xxx
 
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