Resolved More nonsense from Videoslots about their "secret" net deposit limit

[pmy2023]

I have already posted about the "secret" (their word,not mine) net deposit limit that Videoslots have imposed on me (and all British players apparently)

It has been a pain, but as long as I have withdrawn every day, my deposit allowance is maintained so I can re-deposit the next day.

Until today, when I am still waiting for the withdrawal after nearly 24hrs, so I contact support at 11am and am told "the withdrawal is being reviewed and will be processed soon"

I then get to 4pm, still no withdrawal and contact support again - same template response given "the withdrawal is being reviewed and will be processed soon"

So I ask how this stupid secret net limit is supposed to help me - they keep telling me this is for MY benefit.

This is the explanation given:

"We wanted to introduce it in a way which would ensure players had the opportunity to experience it first hand, rather than anticipate what the experience may be like "
​

Does casinomeister have an award for gobbledegook of the year ? - this makes absolutely no sense on any level. I might expect this from an AI bot, but I'm pretty sure the support agent was real

Can anyone explain this to me please ?

How about a comment from the Videoslots rep please - is this the kind of nonsense you train your support to talk? Can you also please explain to us all, in simple terms, how having a SECRET net deposit limit helps players ?

 

[Casinomeister]

Sounds like AI to me.

 

[pmy2023]

Sounds like AI to me.

I would have bet (obviously not with Videoslots) that it was AI too, but the grammatical errors and unfinished sentences in the rest of the chat make me believe it was a human making this word salad.

 

[pmy2023]

@Team.Videoslots
Are you willing to answer my question?

All I want to know is HOW a secret net deposit limit is supposed to be for MY benefit.

You don't need to tell me WHAT it is, or WHY you use it - just HOW it benefits me (and other players)

I understand about limits, restrictions and player protection but I just cannot understand how you can impose a limit on players, but you cannot tell them what that limit is. Please explain.

 

[SpinUk]

You can request is in a GDPR request if you really really wanted to know it.

 

[pmy2023]

You can request is in a GDPR request if you really really wanted to know it.

It isn't really the limit I want to know ( I can work that out by seeing how much I can actually deposit) although a GDPR request is tempting. I just want to understand why videoslots thinks that keeping the limit secret is a benefit to players.

 

[shadow123]

At most casinos I have played at the SOW trigger limits are secret, again probably for my benifit.
Joined Pokerstars a while back, they have a payment method limit which overrides any limits you set but again that is secret.
Got fed up with all the pissing around and closed the account.
I have more or less done with the UK market, whole things a joke

 

[justdoit]

UK gambling police on VS

 

[Mark_Lottomart]

@pmy2023 I'm not sure if your issue here is the limit itself or the fact that they don't divulge the amount? Hopefully the below helps either way.

Operators are expected to set reasonable limits on player's accounts until they can ascertain if the player can afford to play at those levels. They are usually set in a number of ways:

- An operator will use automated affordability estimates based on background (or seamless) checks on known information. Your age, address etc. They may also check for markers of harm using trusted credit reference agencies. This can make operators aware of any CCJ's or bankruptcies etc which will influence what limit is set. This is likely the "secret" limit that's been set and it's based on internal risk profiles based on the seamless checks that have been carried out - note that these checks are becoming mandatory with the new white paper.

- An operator will do a manual review of your circumstances based on open source checks. E.g. if Mr A is listed on LinkedIn as a Premier League footballer, they may be less concerned about the £100 loss you had. However if your social media profile photo is a selfie holding your latest social benefit statement then it might cause concern.

- An operator will review information you have provided to them to assess "risk". E.g. if you provide a bank statement for proof of address and that bank statement shows you're overdrawn, paying off payday loans or receiving little or no income, a limit may be applied in the background.

- An operator will ask YOU what you can afford. Usually evidenced by wage slips or bank statements. An operator will then set a limit based on what you've divulged. This isn't usually a secret limit however.

Whatever is set and for whatever reason, I don't really know why they wouldn't discuss this openly with you if you weren't happy with it. It should be a simple conversation, you evidence they made a mistake (if they did) and move on.

Hope this helps!

Mark

 

[justdoit]

@pmy2023 I'm not sure if your issue here is the limit itself or the fact that they don't divulge the amount? Hopefully the below helps either way.

Operators are expected to set reasonable limits on player's accounts until they can ascertain if the player can afford to play at those levels. They are usually set in a number of ways:

- An operator will use automated affordability estimates based on background (or seamless) checks on known information. Your age, address etc. They may also check for markers of harm using trusted credit reference agencies. This can make operators aware of any CCJ's or bankruptcies etc which will influence what limit is set. This is likely the "secret" limit that's been set and it's based on internal risk profiles based on the seamless checks that have been carried out - note that these checks are becoming mandatory with the new white paper.

- An operator will do a manual review of your circumstances based on open source checks. E.g. if Mr A is listed on LinkedIn as a Premier League footballer, they may be less concerned about the £100 loss you had. However if your social media profile photo is a selfie holding your latest social benefit statement then it might cause concern.

- An operator will review information you have provided to them to assess "risk". E.g. if you provide a bank statement for proof of address and that bank statement shows you're overdrawn, paying off payday loans or receiving little or no income, a limit may be applied in the background.

- An operator will ask YOU what you can afford. Usually evidenced by wage slips or bank statements. An operator will then set a limit based on what you've divulged. This isn't usually a secret limit however.

Whatever is set and for whatever reason, I don't really know why they wouldn't discuss this openly with you if you weren't happy with it. It should be a simple conversation, you evidence they made a mistake (if they did) and move on.

Hope this helps!

Mark

if I ask casino for credit I will get it, they need to do a credit check..but spending our money and still doing credit checks without informing players is crazy...

 

[Mark_Lottomart]

if I ask casino for credit I will get it, they need to do a credit check..but spending our money and still doing credit checks without informing players is crazy...

As I understand it, it's not a "credit check" like when you'd apply for credit. It's a softer check which doesn't leave any history. It's covered in terms and privacy policies if you look.

If these checks can identify someone who is potentially at risk financially, I don't think it's that crazy.

 

[justdoit]

As I understand it, it's not a "credit check" like when you'd apply for credit. It's a softer check which doesn't leave any history. It's covered in terms and privacy policies if you look.

If these checks can identify someone who is potentially at risk financially, I don't think it's that crazy.

still very wrong for casino to have rights to check ppl history without tell their costumers, looks like time to close many UK casino accounts for safety of indent theft

 

[bgallick]

No such thing as privacy any more. Especially on the internet. Crypto's are trackable and the TOR network was cracked a long time ago.

 

[pmy2023]

@pmy2023 I'm not sure if your issue here is the limit itself or the fact that they don't divulge the amount? Hopefully the below helps either way.

Operators are expected to set reasonable limits on player's accounts until they can ascertain if the player can afford to play at those levels. They are usually set in a number of ways:

- An operator will use automated affordability estimates based on background (or seamless) checks on known information. Your age, address etc. They may also check for markers of harm using trusted credit reference agencies. This can make operators aware of any CCJ's or bankruptcies etc which will influence what limit is set. This is likely the "secret" limit that's been set and it's based on internal risk profiles based on the seamless checks that have been carried out - note that these checks are becoming mandatory with the new white paper.

- An operator will do a manual review of your circumstances based on open source checks. E.g. if Mr A is listed on LinkedIn as a Premier League footballer, they may be less concerned about the £100 loss you had. However if your social media profile photo is a selfie holding your latest social benefit statement then it might cause concern.

- An operator will review information you have provided to them to assess "risk". E.g. if you provide a bank statement for proof of address and that bank statement shows you're overdrawn, paying off payday loans or receiving little or no income, a limit may be applied in the background.

- An operator will ask YOU what you can afford. Usually evidenced by wage slips or bank statements. An operator will then set a limit based on what you've divulged. This isn't usually a secret limit however.

Whatever is set and for whatever reason, I don't really know why they wouldn't discuss this openly with you if you weren't happy with it. It should be a simple conversation, you evidence they made a mistake (if they did) and move on.

Hope this helps!

Mark

Thank you for the reply, it's a shame that @Team.Videoslots doesn't deem my question worth answering.

However you say "Operators are expected to set reasonable limits on player's accounts until they can ascertain if the player can afford to play at those levels"

I have been playing with videoslots for just over six months and have already been through a very detailed SOW with them, which took over two weeks. Over these six months I am actually in profit despite depositing thousands of pounds, so videoslots can surely ascertain that I can afford to play at these levels.

Part of the SOW was agreeing a monthly limit, which we did and I closely adhered to until this secret limit began, about 2 months ago. The new, secret, monthly limit is approximately only 1% of this original agreed limit (I can work out the secret limit fairly easily as it now limits my deposits on the first day of each month !)

So what is the point of me going through the SOW nonsense and setting an affordable limit (and sticking to it) if videoslots is just going to arbitrarily reduce that limit by 99% and not tell me about it, or why they have done it?

My whole issue here is the secrecy and hypocrisy. This is all done under the banner of "player protection" so if this limit is for my benefit why can't they tell me what it is ?

And you talk about a simple conversation with them - that's not quite as simple as you make it sound. The whole point of this post started with the nonsense that they gave me when I asked about it. And as of this post, I haven't noticed any word from the videoslots rep on here, or in private - so who exactly do I have this simple conversation with ?

 

[pmy2023]

if I ask casino for credit I will get it, they need to do a credit check..but spending our money and still doing credit checks without informing players is crazy...

Pretty much every time you get involved with something financial on the internet, the company will perform a "soft" search on your credit file - this has no effect on your credit rating (apparently)

I say apparently - just because these searches shouldn't be taken into account, if for instance you are applying for a loan, I can't see anything stopping this being done - perhaps I am just too suspicious.

Even if you just request a car insurance quote, they will check your details.

If you use

You do not have permission to view link Log in or register now.

(it's all free) you can see all your credit details and see all of the "soft" searches that are done - you would be surprised how many companies do this. For instance if you move house and want to set up a redirection with Royal Mail, they will do a search on you.

As soon as you sign up for any casino,you will see a soft search done on your profile - see image from my credit history.

As someone else pointed out on a post, there is no privacy on the internet.

 

[Mark_Lottomart]

Thank you for the reply, it's a shame that @Team.Videoslots doesn't deem my question worth answering.

However you say "Operators are expected to set reasonable limits on player's accounts until they can ascertain if the player can afford to play at those levels"

I have been playing with videoslots for just over six months and have already been through a very detailed SOW with them, which took over two weeks. Over these six months I am actually in profit despite depositing thousands of pounds, so videoslots can surely ascertain that I can afford to play at these levels.

Part of the SOW was agreeing a monthly limit, which we did and I closely adhered to until this secret limit began, about 2 months ago. The new, secret, monthly limit is approximately only 1% of this original agreed limit (I can work out the secret limit fairly easily as it now limits my deposits on the first day of each month !)

So what is the point of me going through the SOW nonsense and setting an affordable limit (and sticking to it) if videoslots is just going to arbitrarily reduce that limit by 99% and not tell me about it, or why they have done it?

My whole issue here is the secrecy and hypocrisy. This is all done under the banner of "player protection" so if this limit is for my benefit why can't they tell me what it is ?

And you talk about a simple conversation with them - that's not quite as simple as you make it sound. The whole point of this post started with the nonsense that they gave me when I asked about it. And as of this post, I haven't noticed any word from the videoslots rep on here, or in private - so who exactly do I have this simple conversation with ?

Seems we're in agreement buddy. This should be transparent process, hopefully VS can solve this for you.

On the "I'm in profit over the last 6 months" unfortunately this isn't always relevant. We don't know that you didn't spend the money you won the very next day and generally we can only look at sustainable income, e.g. salary.

We've seen the announcement on VS today so they're obviously tightening their rules on the back of that, but it doesn't explain why nobody is able to discuss it with you. I genuinely hope you get it sorted soon.

Mark

 

[Schind]

Pretty much every time you get involved with something financial on the internet, the company will perform a "soft" search on your credit file - this has no effect on your credit rating (apparently)

I say apparently - just because these searches shouldn't be taken into account, if for instance you are applying for a loan, I can't see anything stopping this being done - perhaps I am just too suspicious.

Even if you just request a car insurance quote, they will check your details.

If you use

You do not have permission to view link Log in or register now.

(it's all free) you can see all your credit details and see all of the "soft" searches that are done - you would be surprised how many companies do this. For instance if you move house and want to set up a redirection with Royal Mail, they will do a search on you.

It's not just financial things they're looking at. Royal Mail, and other companies, use the credit reference agencies for ID checks as well. There are a number of checks Royal Mail do before a redirection is set up to prevent identity theft and fraud, and they've been doing it since before id theft was fashionable!

Like you, I have loads of soft searches on my records. It hasn't affected my ability to get credit at all and I still have an 'excellent' rating, with Transunion at least.

 

[justdoit]

Pretty much every time you get involved with something financial on the internet, the company will perform a "soft" search on your credit file - this has no effect on your credit rating (apparently)

I say apparently - just because these searches shouldn't be taken into account, if for instance you are applying for a loan, I can't see anything stopping this being done - perhaps I am just too suspicious.

Even if you just request a car insurance quote, they will check your details.

If you use

You do not have permission to view link Log in or register now.

(it's all free) you can see all your credit details and see all of the "soft" searches that are done - you would be surprised how many companies do this. For instance if you move house and want to set up a redirection with Royal Mail, they will do a search on you.

As soon as you sign up for any casino,you will see a soft search done on your profile - see image from my credit history.

As someone else pointed out on a post, there is no privacy on the internet.
View attachment 183853

sure they do coz you asking for credit or insurance to pay by direct debit, in casino you not asking for credit, you spending your own money, and how safe it is for someone out side UK to get your info? with they sell your info and next day you get 1m of scam email or phone calls? well I close most of UK casino accounts, I am not playing in UK any more, most of my Gambling is happen in crypto casino
if I want to gamble in UK in go to central london casino no limit or regulation with my foreign passport

 

[Mark_Lottomart]

sure they do coz you asking for credit or insurance to pay by direct debit, in casino you not asking for credit, you spending your own money, and how safe it is for someone out side UK to get your info? with they sell your info and next day you get 1m of scam email or phone calls? well I close most of UK casino accounts, I am not playing in UK any more, most of my Gambling is happen in crypto casino
if I want to gamble in UK in go to central london casino no limit or regulation with my foreign passport

This is Mark commenting rather than Mark_Lottomart.. I find it strange that you’d trust a crypto casino better than a regulated establishment.

 

[pmy2023]

This is Mark commenting rather than Mark_Lottomart.. I find it strange that you’d trust a crypto casino better than a regulated establishment.

Crypto casinos don't ask for 6 months of bank statements.

 

[Mark_Lottomart]

Crypto casinos don't ask for 6 months of bank statements.

And I’m sure they’ll pay when you win a life changing amount too? (Sarcasm)

No disrespect for those who play unlicensed, but it’s not for me (Mark). Regardless of the regulations my hard earned cash is staying with the UK regulated sites. All my accounts have limits on and I like the fact I can’t overspend. I’ve been there before!

Mark

 

[bebo67]

I remember roughly 7 years ago, before these safe guards were put in place, One of our memebers almost took his life. Bryan moved him to the non players side. He was expecting a child and had a huge inheritance. He spent every last penny at the one casinos. The more he lost, the more he spent. When he was done, the casino gave him a 1k ND bonus. He was in bad shape mentally. It was relly sad to see. Bad casino! If can save a life, then good for them! And its secret, so you dont have a chance to manipulate info ( not that you would)

 

[Jono777]

Seems we're in agreement buddy. This should be transparent process, hopefully VS can solve this for you.

On the "I'm in profit over the last 6 months" unfortunately this isn't always relevant. We don't know that you didn't spend the money you won the very next day and generally we can only look at sustainable income, e.g. salary.

We've seen the announcement on VS today so they're obviously tightening their rules on the back of that, but it doesn't explain why nobody is able to discuss it with you. I genuinely hope you get it sorted soon.

Mark

I haven't Mark, can you point me in the right direction so I can have a read please, News page is removed from their home page.

Cheers.

 

[paul7388]

I haven't Mark, can you point me in the right direction so I can have a read please, News page is removed from their home page.

Cheers.

Pretty sure he is meaning the announcements about VS being fined from other sources and not an announcement made by VS themselves .

 

[paul7388]

And I’m sure they’ll pay when you win a life changing amount too? (Sarcasm)

No disrespect for those who play unlicensed, but it’s not for me (Mark). Regardless of the regulations my hard earned cash is staying with the UK regulated sites. All my accounts have limits on and I like the fact I can’t overspend. I’ve been there before!

Mark

Feel the same as you .

Things might be tight at moment at UK casinos and might be a lot of changes that do not benefit players.

But to me I would rather play at a casino that I can use responsible gambling measures and feel confident that if I ever hit a life chaning amount I will get paid it than a casino that has no controls and you never know for sure if winnings will get paid .