Mr Vegas demanding bank statement before issuing a few withdrawals that where already processed days ago

[geordiecolin]

After checking my banking I noticed that two small withdrawals from MrVegas.com had not hit my account days after requesting them and the withdrawals being approved very quickly and receiving emails to that effect.
Live chat stated tonight that I had to send them a bank statement in order for her to forward my request to review it.
I did argue with her about this but she insisted that a bank account statement sent to her in the chat would be the only way forward. In fact she only recognized one withdrawal request until I pointed out that there where two.
Are they not using the same staff to process and deal with issues with both MrVegas .com and Vidioslots.com?
I had suspicions that the banking between my account and MrVegas was not quite right anyway in the past but I just passed it off.

Bank statements before a withdrawal request after fulfilling all of their sign up requests?

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[thr0b]

Isn't this them saying they've processed it, you're saying you've not had it, and they're asking for proof? If so, send the statement. Redact what's not relevant to them.

 

[goatwack]

It just appears like some wires got crossed somewhere and they're not sure if you've actually received them? Could well be the thing that holds the withdrawals up, but they need to see proof. I don't believe it's ill-willed or intrusive

 

[geordiecolin]

Isn't this them saying they've processed it, you're saying you've not had it, and they're asking for proof? If so, send the statement. Redact what's not relevant to them.

No mate. Live chat stated that it was not yet released. It was not until I told her there where two that she recognised it. But asking for a bank statement surely is not a part of getting just one payment from the only sister site of the most prominent casino for years in here.
Bank statements are meant to be for only the most serious of issues?

 

[mack341]

It's maybe a soft version of a sow, not the full 'let us insert this up here!' or the usual live chat reflex of deflection

 

[pinnit2014]

It's maybe a soft version of a sow, not the full 'let us insert this up here!' or the usual live chat reflex of deflection

Wondered why the doctor, when i went for a colonoscopy, looked at me strange when i took out my Barclays Bank Statements

 

[pinnit2014]

That was a silly statement

I mean, in CV-19 plague days, what's the chance of a doctor seeing you

 

[geordiecolin]

It's maybe a soft version of a sow, not the full 'let us insert this up here!' or the usual live chat reflex of deflection

Having to send a live chat agent your bank statement so that she can assess it for consideration before she decides to send my withdrawal request for escalation 4 days after the requests where granted is an abuse of her position. I refused so my withdrawal request was not forwarded to the correct department.
Bank statements are only meant to be sent for very specific reasons and only to be viewed by those in the department that deals with SOW.
This has zero to do with SOW as they granted both withdrawals days ago and they have not requested SOW.
Something is very wrong here and live chat was out of order.I have the live chat transcript which shows that she is very incompetent

 

[mack341]

Having to send a live chat agent your bank statement so that she can assess it for consideration before she decides to send my withdrawal request for escalation 4 days after the requests where granted is an abuse of her position. I refused so my withdrawal request was not forwarded to the correct department.
Bank statements are only meant to be sent for very specific reasons and only to be viewed by those in the department that deals with SOW.
This has zero to do with SOW as they granted both withdrawals days ago and they have not requested SOW.
Something is very wrong here and live chat was out of order.I have the live chat transcript which shows that she is very incompetent

I agree, I thought the approved practice was only certain, specially trained and accountable staff would view things like bank statements, certain procedures have to be in place to process and safeguard customer's financial information, no way should live chat staff be in possession of and studying customer's bank statements. Got to wonder how many times/long she's be doing this ?‍

 

[shadow123]

Why does the word "escalation" sound so depressing, never a good sign

 

[geordiecolin]

@Team.Videoslots @Mr Wild I am not handing over my bank details to a live chat rep in order to have my withdrawals processed.

 

[Team.Videoslots]

Hi @geordiecolin

Thank you for your messages. I hope all is well!

We can only speak for Videoslots casino and can confirm it is indeed part of our procedures to ask for a bank statement when the player informs us that they have not received a processed withdrawal and would like us to investigate it. The agents then send it on to our Security/Payments team.

If you need to send us a document and prefer to send it another way, you could also send it by email. The document is then sent on from there.

This procedure is followed to ensure that it hasn't arrived at your end before starting up an investigation. If you want us to take a closer look at something related to your Videoslots account, please email us at videoslotsteam@videoslots.com with your query, and we will happily assist.

If you require assistance with something related to Mr Vegas, I would kindly re-direct you to their support.

Kindest regards,
Team Videoslots

 

[geordiecolin]

Hi @geordiecolin

Thank you for your messages. I hope all is well!

We can only speak for Videoslots casino and can confirm it is indeed part of our procedures to ask for a bank statement when the player informs us that they have not received a processed withdrawal and would like us to investigate it. The agents then send it on to our Security/Payments team.

If you need to send us a document and prefer to send it another way, you could also send it by email. The document is then sent on from there.

This procedure is followed to ensure that it hasn't arrived at your end before starting up an investigation. If you want us to take a closer look at something related to your Videoslots account, please email us at videoslotsteam@videoslots.com with your query, and we will happily assist.

If you require assistance with something related to Mr Vegas, I would kindly re-direct you to their support.

Kindest regards,
Team Videoslots

Thanks for the reply. It appears that I have no option other than supply what she has requested if I want my withdrawals

 

[miksaxxx]

Omg..

Still it should have option to uploaded via site.
Every who works with mrvegas could then read his personal information.. Where he buys food , gas etc... Are he getting who*e in hotel ?..

Are they all AML/SOW trained staff ..

 

[geordiecolin]

Omg..

Still it should have option to uploaded via site.
Every who works with mrvegas could then read his personal information.. Where he buys food , gas etc... Are he getting who*e in hotel ?..

Are they all AML/SOW trained staff ..

Yeah. What I and madame Fifi get up too is nobody else's business. I think that it is an abuse of the directives that the UKGC has set out

 

[mack341]

Thanks for the reply. It appears that I have no option other than supply what she has requested if I want my withdrawals

GC I think on my online banking you can search the statement by company or merchant name, that would then provide you with a sorted, dated list of those specific transactions, that should be sufficient for them to cross reference payments made and received to date?

 

[geordiecolin]

GC I think on my online banking you can search the statement by company or merchant name, that would then provide you with a sorted, dated list of those specific transactions, that should be sufficient for them to cross reference payments made and received to date?

I offered her a redacted copy and she demanded a full PDF. I have it in my chat log copy

 

[mack341]

I offered her a redacted copy and she demanded a full PDF. I have it in my chat log copy

Possibly they're imagining a bank statement with entries entirely blacked out, whereas if the figures were left to see they could cross reference the amounts, logically they don't need to see anything else in a disputed payment issue.

 

[pinnit2014]

Possibly they're imagining a bank statement with entries entirely blacked out, whereas if the figures were left to see they could cross reference the amounts, logically they don't need to see anything else in a disputed payment issue.

Then there's the nice little data minimisation principles of GDPR: a data controller should limit the collection of personal information to what is directly relevant and necessary to accomplish a specified purpose

Don't think it would be hard to argue that all that other information isn't needed. Even if the amounts were the same, you should still be able to redact everything after the first letter, for example, to show it's a different merchant.

Just another example of a place asking for everything instead of thinking well, what do we need - see it in work all the time. Part laziness, part cluelessness.

 

[geordiecolin]

Possibly they're imagining a bank statement with entries entirely blacked out, whereas if the figures were left to see they could cross reference the amounts, logically they don't need to see anything else in a disputed payment issue.

My bank is only offering PDF format up until the 17th Nov which I am sure they will reject as my last withdrawal was requested on that day. I. could take a number of screen shots that cover the month but she has already clearly stated it has to be in PDF format.
I think there should be some clarification about who exactly should be able to view my personal details.

 

[mack341]

Then there's the nice little data minimisation principles of GDPR: a data controller should limit the collection of personal information to what is directly relevant and necessary to accomplish a specified purpose

Don't think it would be hard to argue that all that other information isn't needed. Even if the amounts were the same, you should still be able to redact everything after the first letter, for example, to show it's a different merchant.

Just another example of a place asking for everything instead of thinking well, what do we need - see it in work all the time. Part laziness, part cluelessness.

Yes I was thinking that if the amount was a common figure, £100 etc... The ukgc has given them, in their minds, the right to full access anytime they want in effect. And if you don't agree ...'what's he/she hiding?' the concept of privacy is alien, not important.

 

[pinnit2014]

Yes I was thinking that if the amount was a common figure, £100 etc... The ukgc has given them, in their minds, the right to full access anytime they want in effect. And if you don't agree ...'what's he/she hiding?' the concept of privacy is alien, not important.

We were working with people to look at the data/info they're holding and generally the issue was, for those asking for everything and sundry, a cultural one. They felt uncomfortable with 'tailoring' what they would accept (in this case for assessing eligibility for something) as they felt they'd be hammered if something went wrong. That's sometimes a justifiable thought to hold - HMRC used to be one of the worst because a business would think they were being savvy, still meeting the rules and wee upstart John from HMRC would come round and criticise them for it - so sometimes businesses hold, and ask for, way too much information because they scared of a regulator or whatnot knocking on the door.

Was the same for their retention policies (documents etc), even if decided 5 years, they were loathe to destroy sometimes - i remember one of the companies were so bad for it, and so risk averse, one of our old managers said to them 'the best thing that could happen in this warehouse (stored everything), would be if there was a fire. I said that place better not go ablaze as you've confessed before the event

Unfortunately the GDPR is still very much in it's toddler days and yet to fully evolve, i think (even years later)

 

[geordiecolin]

From MrVegas's own terms and conditions.

"The Company always strives to ensure that your personal data is secure, both in Our hands and in the hands of any third party to whom we may have passed on your personal data. Internally, We have implemented a number of technical, contractual, as well as organizational measures, to ensure that your personal data is not accidentally lost, used, accessed in an unauthorized manner, altered or disclosed. We also ensure that access to your personal information is determined on a "need-to-know" basis, which means that only people with direct needs to access your personal data will have access to them. In addition, anyone who has access to your personal data has a duty of confidentiality."

Live chat agents do not have a need to know or to have access to my personal data.

 

[geordiecolin]

Hi @geordiecolin

Thank you for your messages. I hope all is well!

We can only speak for Videoslots casino and can confirm it is indeed part of our procedures to ask for a bank statement when the player informs us that they have not received a processed withdrawal and would like us to investigate it. The agents then send it on to our Security/Payments team.

If you need to send us a document and prefer to send it another way, you could also send it by email. The document is then sent on from there.

This procedure is followed to ensure that it hasn't arrived at your end before starting up an investigation. If you want us to take a closer look at something related to your Videoslots account, please email us at videoslotsteam@videoslots.com with your query, and we will happily assist.

If you require assistance with something related to Mr Vegas, I would kindly re-direct you to their support.

Kindest regards,
Team Videoslots

I rang my bank and they stated that as both my sort code and my account number have not changed only the 16 digit number had and the old card being within date there is no reason why the payment should not have gone through. I spoke to your live chat agent who confused my withdrawal issue with a few withdrawals recently from Videoslots so you obviously share live chat agents with MrVegas.
Escalating it then escalating it then escalating it again is not helpful after receiving "Withdrawal Complete" emails for both withdrawals on the same day they where requested. And now I have just been informed that I have zero cash back on £460 loses for the same week! -Rainbow Fridays
With Videoslots I would have expected something so why the discrepancy?

 

[geordiecolin]

Still no payment received still no contact from the payments department and zero cash back for Rainbow Friday which is akin to Videoslots Weekend booster for my £500+ deposits last week