Problem with Videoslots

[Joseph1634]

Hi there,
I’m from Quebec, Canada, so I do apologies if my English isn’t perfect.

Well, my friend has invited me to sign up at Videoslots.com. He said me that the withdrawals by Interac eCashout are very fast and it’s true, I see him receive his winnings into his bank account in less than 12 hours. So I was interested.

In order to avoid issues, I uploaded my valid driver’s license and proof of address BEFORE depositing.

Then, I deposited 3000$ because I’m a High Roller player. I’m playing not often, but when I’m playing, it’s with a lot of money, as 5$ to 20$ per bet.

After depositing, I uploaded my INSTADEBiT profile screenshot and my bank account statement, as requested in the Documents section.

Ready to play, I choosed Wolf Gold slot. I saw an error message : ‘’Your game play functionnality has been desactivated. Please contact support@videoslots.com for more information.’’

I contacted them by e-mail. No answer since 3 days.
I contacted them 4-5 times by Live Chat and they said me the same thing : routine security checks because I reached 2000$, my documents are still processing and will be verified soon.

The approval of my ID and proof of address takes less than 12 hours, but I’m waiting till more than 48 hours for the approval of the 2 others documents.

I wanna have access to my money soonly and having fun now, not in 2 weeks, lol! To have know, I would have never deposited this amount. I would have deposited with Bet99 or Bet365 where I’m fully verified..,

Could you please provide me some suggestions or reassure me?

Thank you!

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[Joseph1634]

@Team.Videoslots I also writted you an email to videoslotsteam@videoslots.com

 

[Joseph1634]

So @Team.Videoslots answered me that the reason of the restriction is because I provided a scanned bank statement.

But here is a screenshot of the answer from verification department.

You can clearly read : ‘’Acceptable documents are screen shots of e-bank or a scanned bank statement showing name, bank account details and bank logo visible. Keep in mind that we must be able to read all the information on your document.’’

So they are supposed to accept scanned documents… It’s CONTRADICTORY.

From my side, because these mislead information, I have been to the electronic store in order to scan my bank statement LOL! I have lost time, money and gas… AND.. now I have some headaches because I can’t play till several days and I need to be in the queue again for the documents verification!

I’ve submitted a suggestion to remove these false informations into their automatic messages. Hoping that they will pass on and considerate my comment in order to avoid to mislead futures customers.

I’ve also ask them to accelerate the process so I can have fun by the week-end. I understand that there is a queue to respect for documents verification but I already been 2 times in the queue.

Hoping that will be fixed soon.

Small parenthesis, I am sorry if my English isn’t very good, because I’m French. Thanks for your understanding!

 

[Joseph1634]

Waiting for an answer from @Team.Videoslots
Thank you.

 

[dionysus]

Waiting for an answer from @Team.Videoslots
Thank you.

it's...been 12 hrs
Reps eat, sleep, live, date, fu...er......fork, too

 

[Joseph1634]

it's...been 12 hrs
Reps eat, sleep, live, date, fu...er......fork, too

I do apologies for that. I’ll be patient. Thank you, sir.

 

[dionysus]

I do apologies for that. I’ll be patient. Thank you, sir.

Some reps are pretty stellar here; catch issues in an hour....should happenstance provide theyre online at the time.
Most aren;t
MINIMUM...day, accounting for time zones
It's 11am for you (Qc)..same for me (ON) ....is diff there Malta being 5pm
Give it a day
And....sadly.....might be weekend, nature of the beast, perhaps Monday

 

[dionysus]

And FTR...for the record...as you mentioned, 3 days...but a few hours on the forum...give the rep a day to try to read your message (and/or private message )

I'm sure you have a reasion to post, but support and live chat are front-line support workers.
It is smart you reached out on the forum and to the rep.
But the rep will need a few hrs..or a day
Keep us posted

 

[Joseph1634]

Thank you @dionysus for your kindness
I’ll stay patient!

 

[Team.Videoslots]

Hi @Joseph1634,

We apologize that there's been miscommunication.

We do not accept scanned documents anymore. We have done it in the way past, the person who requested the document must have used a very old template. I will contact the team responsible to update their templates.

Regarding your case, I can see someone is looking at it currently, so, you should receive some answer soon.

Kind regards,
Team Videoslots

 

[Joseph1634]

Just before the week-end, they have deactivated my account ? yet, I provided many documents : my Monthly PDF Bank Statement, my PDF Pre-Authorized Debit Form and an online screenshot of my e-banking. I should have never deposited into this casino… My ID has been approved, proof of address, e-wallet profile, but since 3 days, they are kidding me for the bank account proof. I can also provide my documents to Casinomeister members so they can see that I can’t provide more!

Sorry for the emotional sounds, but I’m afraid to loose my money and I have a bad experience right now.@Team.Videoslots

 

[Joseph1634]

Finally, my account has been closed and my money confiscated due to business decisiob’n.
They have some doubts I guess because I deposited a huge amount… I’ll contact my bank to dispute the transaction and I’ll contact their gaming authority in order to appeal of the decision.

Thing is sure : the transaction will be reversed by my bank so you will not keep my money confiscated. @Team.Videoslots

You can close this thread. Thank you. Goodbye.

 

[Kingks]

Surely they can't confiscate it what did they say

 

[Nate]

Finally, my account has been closed and my money confiscated due to business decisiob’n.
They have some doubts I guess because I deposited a huge amount… I’ll contact my bank to dispute the transaction and I’ll contact their gaming authority in order to appeal of the decision.

Thing is sure : the transaction will be reversed by my bank so you will not keep my money confiscated. @Team.Videoslots

You can close this thread. Thank you. Goodbye.

Hmm - What were the reasons they cited?

 

[Joseph1634]

They said that it’s a business decision and my account will never be reopened.

My friend said me that Videoslots.com is a very reputed website. I trust him and all your reviews.

I don’t understand at all.

Anyway, there is nothing to do anymore. It’s a decision by the Direction.

I will dispute the transaction with my bank and contact the gaming authority, it’s my last solution.

 

[Mr_Slot5]

Casinos can’t just confiscate your deposit, winnings sure. If they’ve closed your account with your deposit still held there then the deposit should be returned…unless they’ve clear evidence of fraudulent activity of course.

Otherwise casinos world over would let customers deposit then immediately freeze the account and confiscate.

 

[Joseph1634]

They’ve maybe some doubts of fraud because I deposited a lot. I don’t know.

But in this case, they just need to return my money to my deposit method (INSTADEBiT).

We will see the next week.

 

[Mr_Slot5]

They’ve maybe some doubts of fraud because I deposited a lot. I don’t know.

But in this case, they just need to return my money to my deposit method (INSTADEBiT).

We will see the next week.

VS are a very reputable brand. They’re not cowboys. I’ve been with them for many years.

You’ll most likely find your deposit will be returned with any winnings voided.

 

[Joseph1634]

I know that they are a very reputable brand. I’ve heard and read a lot about them.
Their payments are very fast too.
I don’t understand at all, I’m surprised.

In the previous messages above, they’ve admitted their error. But I’m regretting to have published their error here, cauz’ just after, they’ve locked my account. Coincidence or not…

Moreover, I didn’t had the chance to play as my game play functionnality has been deactivated right after my deposit. So I have no winnings.

I’ve asked them to return the funds into my INSTADEBiT wallet. They’ll maybe accept.

But if not, I’ve already contacted my bank and they said me that I can dispute the transaction and my bank will reiumburse me.

So at the final, I’ll not loose my money. It’s just some headaches lol!

Thanks all for your opinions and participation!

I wish good luck to all of you and to @Team.Videoslots .