Resolved Pretty well done with Videoslots

[chayton]

So I've been playing at Videoslots for years and pretty well exclusively because it's easy to deposit and fast to get withdrawals. Support was friendly and helpful for the most part, but lately...

Ok so first of all about 6 or 7 months ago my XP points got wiped out to zero. I was at level 174, almost 175. I thought it was a glitch and they'd sort it out. A few weeks went by and they didn't sort it. I spoke to support several times and although they promised it was being looked at, nothing happened. They told me that once they got it sorted I'd get all my missing rewards. It showed my next level still being 175 but starting from zero the line was barely moving.

A couple months went by and I noticed that they put my next level down to like 20 and my points up to 10. I spoke to support again and they basically said it looked like tech support wasn't doing anything else with it. Then a few months later I see they put my next level at 100 and bumped my points up to 96. So I finally got up to 100 and didn't get any reward. I spoke to support and they said "It's probably just slow, check tomorrow" but next day still nothing.

So I reach out to the rep here and was like "So not only am I not getting the rewards I've lost, now I'm not getting the reward for hitting 100 again?" and they said that I didn't get the reward for reaching 100 because I'd already received it, and that they were still working on trying to get my levels figured out (and again promised I'd get any missing rewards) but they have absolutely no idea when it will happen.

In the meantime, I had a game glitch that ended up taking a long time to sort out. Lots of games are showing up that as a Canadian I can't play. They constantly give me free spins in games that as a Canadian, I can't play. The decent tournaments seem to be pretty consistently in games that as a Canadian I can't play.

So last straw is that now they have the Christmas calendar. Twice now I've played the stupid challenge and again I get nothing. I also notice that my weekend cashback is much less than it was in the past, I don't know if they've changed it or what the story is there.

Anyhow I'm just frustrated dealing with this and getting the same vague promises and constant glitches. I've deposited quite a bit there over the years but I'm just done with it now. So annoyed.

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[gonzo fonso]

casinos are tightening there belts even more now,you basically get nothing from them,must be cost of living less people playing etc

 

[sapit222]

Very bad support from VS.

Hope you find a better casino.

 

[chayton]

Very bad support from VS.

Hope you find a better casino.

I think I've been pretty patient with them up til now. Sucks though because it's the place I've played the most. But it doesn't seem like they care too much about keeping me as a customer.

casinos are tightening there belts even more now,you basically get nothing from them,must be cost of living less people playing etc

This is supposed to be a reward system to give something back to their loyal players and it's based on how much you play and spend etc. Every 5th level you reach, you get a jackpot spin which has higher amounts the further you go. I'm at the gold level and I think there's one more level once you get to 500. It's not that they quit doing this reward, but they've just screwed up my points so badly that I just don't get anything anymore, the last gold jackpot spin I got was 8 months ago.

In the one part of the site under "Achievements>Activity>XP Level" it looks like it's showing that I'm on level 270? I don't know if that's right, all I know is that back in April I was almost at level 175. But on the other part in my profile it still shows level 102. So basically if they don't fix it I'll have to play 73 more levels before getting another reward because their reasoning is that I've already collected the rewards from reaching levels 100, 105, 110 etc all the way up to level 170. So why should I continue playing there?

 

[Mr Wild]

@chayton , I will look into this on Monday and make sure it gets 100% sorted during next week.

 

[chayton]

@chayton , I will look into this on Monday and make sure it gets 100% sorted during next week.

Thank you. FYI I'm honestly somewhat vague about the timeline. All I know for sure is that I received my reward for level 170 at the beginning of March, and I was at level 174 when my points got wiped out. I'm sure you have access to my chats when I've contacted support about this issue. I also don't really know when and how my levels were adjusted, I never received any emails or anything. I just noticed that it was changed one day when I randomly viewed my profile (I did speak to chat support at that time) and then the next time it was adjusted I didn't contact support at all.

Near the end of last year I had a banking issue and to get it sorted I had to switch my account currency from USD to CAD. When that happened I lost all progress that I'd made in games etc, I don't know if that has anything to do with this XP problem or not.

Also for what it's worth, they did eventually fix the game glitch I was having. I had received a bonus round in a game which crashed, and then that game was removed. But every time I opened a game from the same provider, it asked me to finish the bonus round and then errored out, so basically I couldn't play any games from that provider. Weirdly, I could on mobile, just not on my computer. But it did get sorted, I think basically they put the game back so I could finish the bonus round.

As for the Christmas calendar, I don't know what the heck is going on with that, just that it was my last straw.

 

[chayton]

FYI got a message from Mr Wild that he's got the tech team looking into it already. I'll update when I get news.

 

[mellody]

@chayton.... I had the same issue with missing XP, it took a while to sort but first stage bumped me up a few levels. Final fix took me back to where I was plus another 10+ lvls that I had gained as XP was being deducted instead of adding. I also got the two jackpot wheels that I had missed out on the following day. Even with all the technical glitches, crap live help and poor RTP's I have faith that VS will sort out your issues and with all those missing jackpot wheels, it will deffo be worth the wait.

 

[chayton]

@chayton.... I had the same issue with missing XP, it took a while to sort but first stage bumped me up a few levels. Final fix took me back to where I was plus another 10+ lvls that I had gained as XP was being deducted instead of adding. I also got the two jackpot wheels that I had missed out on the following day. Even with all the technical glitches, crap live help and poor RTP's I have faith that VS will sort out your issues and with all those missing jackpot wheels, it will deffo be worth the wait.

I agree, I actually like the casino a lot, I just needed to vent because this has been going on a long time. Normally I don't have much trouble with things there. Except winning lol.

 

[kujis]

That seems like bullshit if you are already considered level 100+, but are not at the same time according to them. Hopefully you get some freebie levels for the inconvenience when they short their shit.

 

[chayton]

This was finally resolved a couple days ago. My levels got sorted and I got 6 jackpot spins that I had missed. I won the lowest amount on each lol, but it was $600 I didn't have before and cashed out $1000. Thank you to Mr. Wild for getting this sorted for me!

Edit: I'm just getting them to check to make sure that my final levels are correct, maybe I'm not remembering correctly where I was when this started. I may have been at level 274 and not 174.