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Awful video slots depositing experience via citadel

Discussion in 'Online Casinos' started by Gemma A, Nov 11, 2016.

    Nov 11, 2016
  1. Gemma A

    Gemma A Senior Member MM

    Occupation:
    health worker
    Location:
    Essex
    So after sometime i thought i despoited on video slots as seen lots of good things about them on here .1 st despoited made via faster banking citadel that did not add the amount after 10 minutes i contacted live chat they explained that that was odd and said send in a screenshot in which i did .After a bit of time the amount got added and i played my amount . 2nd despoited again same thing happened nothing showed up .Contacted live chat again .Got told send in another screen shoot and they check it out .This was this morning .The guy on chat said it always can take up to ten minutes to show up using that depositing method even tho it supposed to be instant .So i waited and waited nothing showed up .Payments department got back in touch and said they received nothing and gave me a code to trace it from my bank .Rang bank and they said that the funds left my bank and nothing would bounce back there end and they would even take the case on to proof in writing that video slots received it .Anyway i checked my account on video slots again this evening and it at last got added . In the morning video slots told me that the last despoited must have never got added and gave me some reference code and a screen of the transaction got cancelled and they would look again at my account .In the meantime because of their error i missed out on my welcome bonus also .Just checked email there was no apologies or anything on their part for me waiting all day to get my despoited and also a email asking me send my bank card with a number i don't even have on my card .. .Even tho i never despoited via debit card .My lesson of course is not despoited via faster banking again .And chose wiser on casino i play at .

    emails here ****

    Dear Customer,

    Thank you for playing at Videoslots.com

    As part of our security procedure, we kindly ask you to upload the following documents on our website under the tabs My account -> My documents:

    • a copy of the front of the credit card **1362 (with the first 6 and last 4 digits visible)
    • a screenshot of your Neteller account displaying URL address, your name, account number and email address

    Please note that documents can only be uploaded when you are logged into your user account.

    As soon as the documents have been approved, we will inform you about it via email.

    Our Payment Department has investigated your case and said that the funds should bounce back to your account during this day.
    I will attach files from where you can see that the funds have not reached us.
    You can contact your bank and give these documents to them. Here is your transactions reference number
     
  2. Nov 11, 2016
  3. Dan.Videoslots

    Dan.Videoslots Dormant account

    Occupation:
    Games Manager
    Location:
    Malta
    Dear Gemma A,

    I would, first of all, say I am sorry that you feel that you hadn't had the experience you expected when you decided to deposit at our casino and it seems like you have been unlucky. The reason why I sometimes take to receive a deposit is that we need to contact our payment provider that needs to confirm the information that you give us and we can first credit the money when they have confirmed everything and sent the money to us. The time this procedure takes is different, but we always chase them to make sure all our costumers receive their deposit as quick as possible, so we do chase them to prioritize our costumers first.

    I can now see that you have received your missing deposit and I am glad it got sorted today.

    Please feel free to contact me or the support if you have any questions and we will be more than happy to help you out.

    Kind regards,

    Daniel
     
    Last edited: Nov 11, 2016
  4. Nov 11, 2016
  5. Gemma A

    Gemma A Senior Member MM

    Occupation:
    health worker
    Location:
    Essex
    Thank you dan ;0)
     

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