Payments stalled extremely long - VideoSlots

I_Need_Help

Newbie member
Joined
Apr 9, 2021
Location
Netherlands
Hi all :)

first of all hope youre doing all well in these weird times.

Im having a big issue with MrVegas casino, the sistersite of Videoslots (also says so in emails etc).

10+ days ago now ive won a very nice 12,000 euros and withdrew those. After 24 hours i contacted them the first time about my withdrawal and apparantely there were issues with the payment provider over easter and i just had to wait a bit more. Well, the next day, still nothing. Contacted again, got more weird excuses including ''oh just wait another day, you'll be fine'' among other excuses. The payments team would update me ASAP ive heard in about what, 10 or so chats by now.

Guess what, never updated. Not really surprised there, they dont give you a single timeframe, updates, or information at all.. and the information you get as the ''excuses'' above, arent right anyways.

Well onwards, yesterday i got in chat again, asking for updates and suddenly i had to fill in a Source of Wealth declaration. Funny, i thought i would recieve an update? Guess what, ofcourse not (and yes i checked spam folders etc). Anyways, besides that - ive filled it in. Now the waiting game starts again.

Today ive asked, no update (no surprise there, is it). Im wondering if, and when i'll ever recieve my money. I got a gut feeling they are trying to stall me out as long as possible here and i dont trust them for another second anymore after all the fake excuses they came up with.

How is it even legal to ask for that declaration 10 days (!!!) after the request to withdraw has been made? They dont do it once youre losing your money... but once you win a bit they do everything not to pay out?

I hope anyone can help me out here, the Videoslots rep apparantely said he couldnt do anything and just sent me off to support (which is, for a fun fact exactly the same as the one from videoslots, so why cant you help huh..?)

Thanks in advance <3

Oh, and for a fun fact... you cant withdraw, but you can still deposit and gamble! how thats allowed then i dont get either.
 

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I_Need_Help

Newbie member
Joined
Apr 9, 2021
Location
Netherlands
I believe they have said they don't deal with Mr Vegas queries on this forum here anymore, not sure about PAB option though maybe?

its a bit of a avoiding thing really, theres nobody picking it up and having a proper look. Its the same company, same support team even. Even says so in the e-mails support gives you, the place where the rep refers you to. Its probably because its such an horrible mess at MrVegas (had an issue about an baccarathand with Evolution that needed to be investigated before, took a whopping 3 months and still never got solved and i gave up) that they simply wont even have a look at it i believe.

Well, if that's the case then it would have to be a PAB.
whats that if i may ask?

--

Still no updates by the way. I truly wonder how its legal that you just get the runaround for so incredibly long, but if you wanna lose your balls and not cashout, go ahead - i can still do so. Horrible really.

Curious to see if @Team.Videoslots got something to say besides the usual ''i dont deal with MrVegas casino myself, contact support'', because contacting support clearly aint gonna do alot with the useless (and mostly untrue - for what i can check) excuses and keeping me in the runaround...

Approve the file, pay me out, and its done. Theres not even 1 single excuse this needs to take só long without answers or being properly helped and sorted.
 
Last edited:

CasinoNinja

Meister Member
MM
Joined
Apr 27, 2017
Location
UK
its a bit of a avoiding thing really, theres nobody picking it up and having a proper look. Its the same company, same support team even. Even says so in the e-mails support gives you, the place where the rep refers you to. Its probably because its such an horrible mess at MrVegas (had an issue about an baccarathand with Evolution that needed to be investigated before, took a whopping 3 months and still never got solved and i gave up) that they simply wont even have a look at it i believe.


whats that if i may ask?

--

Still no updates by the way. I truly wonder how its legal that you just get the runaround for so incredibly long, but if you wanna lose your balls and not cashout, go ahead - i can still do so. Horrible really.

Curious to see if @Team.Videoslots got something to say besides the usual ''i dont deal with MrVegas casino myself, contact support'', because contacting support clearly aint gonna do alot with the useless (and mostly untrue - for what i can check) excuses and keeping me in the runaround...

Approve the file, pay me out, and its done. Theres not even 1 single excuse this needs to take só long without answers or being properly helped and sorted.

Here:

Submit Your Online Casino Complaint - Casinomeister

Make sure you read all the rules and the key thing if you submit a ticket is to not discuss this issue on the forum until your PAB is done.
 

I_Need_Help

Newbie member
Joined
Apr 9, 2021
Location
Netherlands
lets wait if @Team.Videoslots is going to do something for me finally, and otherwise im afraid theres no other route than that PAB thing. Seems really unneccesary as this all could be sorted in a few minutes, so lets give them a chance and otherwise ill look to what to do next :)

Thanks anyways @CasinoNinja :)

I just hope its unneccesary to go that way really...
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Is Mr Vegas out of beta yet?

They were at one point saying the site was a temporary re-skin of Videoslots and that the design would change, and that a UKGC licence was forthcoming. Neither has actually happened.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
still a bit odd, isnt it.

It is, but strictly shouldn't have any impact on you getting paid. They're a spin-off from a solid organisation (though legally separate, hence they're not yet accredited here) .

I'd hit the 'Submit Complaint' button up there, and I'm sure MaxD will be able to look into it for you and hopefully speed things along.
 

I_Need_Help

Newbie member
Joined
Apr 9, 2021
Location
Netherlands
On the move we are..... shock horror.

--

Hello XXXXXXXXX,

Thank you for concluding the security check at Mr Vegas.com

Your source of wealth declaration has now been verified.

Best regards,

Support
mrvegas.com

--

Well, thats that. Ive ofcourse asked immedeately in Live Chat if my funds can now FINALLY get paid, and i got this answer:

''I contacted the relevant department and yes, they told me that the source of Wealth has been verified.. they need to finish the whole procedure and they will contact you soon''

well the whole contacting stuff i dont truly believe anymore, in these nearly 2 weeks the payments team hasnt contacted me a single time. its always me contacting them, except for the automated email above.

@Team.Videoslots - can you have my payments settled please? then its FINALLY case over.
 

I_Need_Help

Newbie member
Joined
Apr 9, 2021
Location
Netherlands
I dont really believe ill be contacted out of them anyways after all this, so ill just keep chasing them myself.

Still not really an excuse as its same company, same support staff etc etc, but okay.
 

deepsky2

One more spin
Joined
Mar 1, 2011
Location
toronto ontario canada
Sorry if sounding rude to Videoslots but they are big liiers saying in previous post that they have nothing to do with Mr Vegas. Hello its exact same. 2nd ,months ago I made 2 deposits threw Instadebit and it shows videislots.com as the recipient which funds were credited to so say what you want Videoslots and I have mention this before and if Videoslots wasn't connected with Mr Vegas they would of asked me for a screen shot to look into this but they never have because they are the same company in many ways.
 

I_Need_Help

Newbie member
Joined
Apr 9, 2021
Location
Netherlands
Sorry if sounding rude to Videoslots but they are big liiers saying in previous post that they have nothing to do with Mr Vegas. Hello its exact same. 2nd ,months ago I made 2 deposits threw Instadebit and it shows videislots.com as the recipient which funds were credited to so say what you want Videoslots and I have mention this before and if Videoslots wasn't connected with Mr Vegas they would of asked me for a screen shot to look into this but they never have because they are the same company in many ways.


this is exactly what im so annoyed about, its one big company, @Team.Videoslots can very easily contact someone over at the other casino then to have looked into for me.

Its just running away from the problems and issues really.
 

I_Need_Help

Newbie member
Joined
Apr 9, 2021
Location
Netherlands
Okay its clear to me now, im absolutely being fucked over clearly. One email they say '' Thank you for concluding the security check at Mr Vegas.com. Your source of wealth declaration has now been verified.''

And a few hours later the scam continues and they want to see even more documents and intrusive information, which im not going to send as its clearly stated the security check was concluded.

What happens if i dont send over the information and docs? 12,000 euros at stake here but i dont trust them for a single second now anymore after all this.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Sorry if sounding rude to Videoslots but they are big liiers saying in previous post that they have nothing to do with Mr Vegas. Hello its exact same. 2nd ,months ago I made 2 deposits threw Instadebit and it shows videislots.com as the recipient which funds were credited to so say what you want Videoslots and I have mention this before and if Videoslots wasn't connected with Mr Vegas they would of asked me for a screen shot to look into this but they never have because they are the same company in many ways.
They are different companies, and as such staff working on the Videoslots side should not be dealing with MrVegas queries.
Same staff, same office, but legally they can't do that, they were breaking the law at the start but thats been stopped now.
@Team.Videoslots are correct in saying they can't deal with it. Plus on here, they are the rep for Videoslots, not MrVegas so they shouldn't be dealing with it on here anyway.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Okay its clear to me now, im absolutely being fucked over clearly. One email they say '' Thank you for concluding the security check at Mr Vegas.com. Your source of wealth declaration has now been verified.''

And a few hours later the scam continues and they want to see even more documents and intrusive information, which im not going to send as its clearly stated the security check was concluded.

What happens if i dont send over the information and docs? 12,000 euros at stake here but i dont trust them for a single second now anymore after all this.
You have two choices, supply what they want, or tell them you aren't going to supply any more and to close your account and pay you your balance, as required by law.
 

Mr Wild

Senior Member
Joined
Mar 10, 2015
Location
Malta
Would you have any proof for me where that says so in the law? That would help massively! (im an MGA player by the way)

You can choose not to send in any information. But then write so clearly to their support. After that its up to Mr Vegas MLRO to decide what to do if you have an SOW request pending. If the MLRO see any suspicious they would report you and FIAU will decide what happens. Either FIAU tells them to release funds to you or to hold them. However, they cant tell you about it. 99% of cases funds are released. If they are told to hold them, funds are transferred to MGA or FIAU I think. Its not held by Mr Vegas anyways.
Please note that a process to refuse to send in documents takes 2 - 3 weeks before you would get any answers, as by law they cant really tell you anything.
 

deepsky2

One more spin
Joined
Mar 1, 2011
Location
toronto ontario canada
They are different companies, and as such staff working on the Videoslots side should not be dealing with MrVegas queries.
Same staff, same office, but legally they can't do that, they were breaking the law at the start but thats been stopped now.
@Team.Videoslots are correct in saying they can't deal with it. Plus on here, they are the rep for Videoslots, not MrVegas so they shouldn't be dealing with it on here anyway.
These are 2 small deposits made to MrVegas. If MrVegas and Videoslots not the same would be nice if Videoslots can explain why it shows to Videoslots not Mr Vegas which they have ignored to answer in the past. Only made a few deposits after this and and they correctly showed MrVegas but not these 2 deposits and there were problems with deposits not being credited thats why I have a screen shot of them as I had to chase them to get it credited. 20200703_094505.jpg
 
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