Issues with proof of address on videoslots

xplop

Newbie member
PABaccred
Joined
Apr 17, 2019
Location
Russian Federation
I created account on videoslots from November 30. They rejected my proof of address, but it met all the requirements. They asked a screenshot of my online banking from December 4. I sent it. They said "This process will conclude within 24h.". I asked them after 3 days, but they didn't respond. After that they blocked my account with my money and didn't send me any email about it. I have 7098.63 euro on my account. Their last email was "We regret to inform you that we no longer wish to provide you with our remote gaming services. We are not a financial institution therefore we do not tolerate any behaviour that is not in line with the intended nature of the gaming service". I asked them about return my money a few days after this email, but they ignoring it. It was February, 14.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Any chance you have done something wrong? VS are quite big operator and don't do this kind of decision without reason. We now read your part of story, but it's just that people sign to CM and give their part of story and not why decision was done, these usually have some reason.

Correct way would to use PAB service or at least provide more details. VS can't give details of your account to public forum, so therefore bit wondering do you want to post this story to all possible forums or is there something that you have made wrong?

PAB would be only thing to find it out within this forum.
 

Team.Videoslots

Award Winning Casino rep
Joined
Jul 23, 2018
Location
Malta
Hello everyone.

We can only comment about general questions and similar here on the forums, if you have any questions regarding your account or similar please contact us via e-mail.

Best regards,
Team Videoslots.
 

xplop

Newbie member
PABaccred
Joined
Apr 17, 2019
Location
Russian Federation
Any chance you have done something wrong?
I don't think so. I think here is error with their verification tool or something. They didn't give me details outside public places.

I see PAB have rule "1.1 - Before you submit your complaint to us please attempt to resolve the problem with the casino directly."
So, I trying to do it.
 

Borgie

Ueber Meister
MM
Joined
Jul 19, 2011
Location
United Kingdom
I don't think so. I think here is error with their verification tool or something. They didn't give me details outside public places.

I see PAB have rule "1.1 - Before you submit your complaint to us please attempt to resolve the problem with the casino directly."
So, I trying to do it.

If you've tried e mail and no reply then you can go ahead and pab. If you or the casino have done something wrong the pab will flush that out. If fraud is involved you will not be told how this was found out but it will be shown to CM for them to adjudicate. Once you have completed pab you can no longer comment on thread until resolved either way.
 

Okman

Full Member
PABaccred
Joined
Apr 28, 2017
Location
Reverse Withdrawal Button
I would be interested why they have defined your use as a financial platform, are you for example (if this is even possible) depositing in one currency and then withdrawing another when the value changes? It would be great if someone could explain how this actually works to me, as I am seemingly oblivious on how people would arbitrage on online casinos, considering they would give me back any winnings in the currency I had selected on signup and deposited with. Is it perhaps the realm of bitcoin players cashing out dollars or vice versa?

Just curious.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
It seems unlike TeamVideoslots to not reply to you in over a week (even if it is only we are looking into it, or to restate their previous position).
I would suggest checking any spam folders, and if there is nothing there, try from another email address. Hotmail especially can be problematic.
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
I apologise if I am reading this wrong but you say the proof of address met all the requirements. From their side of the story it obviously didn’t or it wouldn’t have been rejected.

You don’t mention how much you deposited, only the balance you have now. When they have looked at your banking they have obviously seen something they don’t like or is unacceptable. You don’t give any defence regarding their decision about the bank statement. More a oh well can you pay me the balance then.

I really don’t know where you stand as in your rights to the balance as I don’t know if you deposited a large amount or reached that amount by a lucky streak from a smaller deposit (it may not make a difference). Either way I can’t see a casino like VS making a decision of this magnitude without good reason.
 

sumiukas

Newbie member
Joined
May 19, 2017
Location
London
If what you are telling is that you have deposited money on VS, then they requested for documentation, you provided it and they decided to block your account without refunding, then you can easily contact your bank and ask for a Chargeback as they did not provide you with the service they have promoted for one or the other reason. Do not give up on your money.
 
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