Remarkable day at Videoslots!

Award winning Videoslots is reviewed by Casinomeister
Good afternoon my fellow CM'ers.

It has come the time to forkify this thread as I will not have any further "remarkable days" at Videoslots.

Over the past few weeks, I had an issue which in my view has been handled very poorly and for now, that means the end of playing at VS. I will actually take the unusual step to execute my first ever full-length Self-Exclusion to avoid going back for the next few years. If I don't go this ultimate step, the least I will do set my deposit limit to AUD10 / week.

I'll give a short summary of what happened to get your comments on it as I value highly your opinions.

On 9th July I received an email that my account at VS has been play-blocked, which included playing Free Battles. The reason was that on 6th February I received a payment in error. Yes, it took more than 5 months to find out. On that day I withdrew AUD140, only to receive a few minutes later an email that the withdrawal has been denied. The money turned up in my VS account again and I played it away.

Appears, that they actually paid the withdrawal, which means they are short of AUD140. So I checked my Ecopayz account and indeed that money came in but I never realized it. On that day, I played at VS, Rizk and Betat and had countless deposits at $100 - $250, some in rapid succession and a few withdrawals from Rizk and Betat in between. They were in AUD and CAD, which were then converted into EUR, my Ecopayz account currency. Hence, I had no clue that the 140 bucks were extra there.

Fast forward and more than 5 months later I get this email. Fine, no problem I thought, mistakes happen although for a player depositing yearly AUD50K+ I would have expected that they might just forego that small amount. However, as you all know I work with weekly gaming budgets and at that point I had zero in my gaming account. So I asked Dan to help to unblock my account so I can play my race winnings + Free Battles and latest on 20th July, when my next gaming transfer comes in, I would then deposit enough funds to cover the AUD140. The account was then unblocked.

The transfer actually hit my account on 19th July, so I deposited AUD250 and informed their support via email to deduct the outstanding amount. Over the next 5 hours, I deposited more and lost appr. AUD1K but never slipped below the AUD140 threshold which they were supposed to deduct from my account. I even sent them a reminder email after a few hours as they still had not taken the money. An email from general support arrived saying that deducting money from an account can take time but it should be resolved shortly.

At some point, I hit some good base game wins on Bonanza @ AUD4 bets, taking my balance over AUD600 and over the next hour or so I let the game run on AutoSpins with AUD4 bets as I had some urgent work to complete and only glanced over again when the music stopped which meant the 100 AutoSpins sequence was finished. Once after 100 Autospins @ AUD4, my balance dropped so badly that it would have meant I had an RTP below 20% over the 100 spins which I have never seen on Bonanza. Hence, I thought, they took the AUD140 from my account during those 100 Autospins.

Case closed for me and I carried on, dipping now below the AUD140 and ultimately losing nearly my entire budget in less than one day. At no point did I hear anything from the relevant department, either way. I actually deposited more on Friday, all normal.

Comes the weekend, I have my son with me and only play a few Free Battles, winning overall some 50 FS. I played them Sunday evening after my son went to bed and got some 10 bucks from them. Played then on Center Court and Bonanza and while I made it once to appr. AUD100, the balance went down to $40 again at which point I decided to withdraw. The reason was that I had a 200% bonus chip in my account (yes, 200% at VS is possible). So my thinking was to withdraw and re-deposit to claim the bonus.

To my amazement, within minutes I received an email from the same person who play-blocked my account the first time, telling me that she play-blocked it again and will not lift the block until I paid the AUD140. This came as a total surprise as I was convinced that they had taken the money on Thursday. Funny, that over more than 5 hours she did not respond to my email when I asked her to deduct the amount but was quick to pounce on a measly $40 withdrawal.

End of the story, I have now $42 sitting in my account plus race winnings coming in tonight, which I cannot use to play. Nor can I play any Free Battles or take part in the marathon this weekend (which I earned via depositing and wagering) as it will take until 3rd August until my next transfer to my gaming account will arrive. I just can't shorten it because that is how I set-up this little system of gaming control for me.

I pledged with Dan but to no avail which really frustrates me badly because first, it was never my fault, neither them falsely paying the withdrawal in February nor failing to take the amount from my account in more than 5 hours on Thursday. Apparently, it can take days for the department to deduct money from an account. Who knew that a few hits on a keyboard would take that long?

Conclusion is that I have lost faith in VS when they can't manage even a relatively small issue. What if next time there are thousands of $'s involved? The only path of action for me personally is to stay away. And that does not take into account that we are talking about somebody who deposits 50K+ in a year. Any other of my favorite casinos (Rizk, 32RED etc) would have just forfeited such a small amount because it was their fault to start with.

As you all know, I don't lose my cool easily, but this has really p*ssed me off. What are your thoughts and opinions?
 
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I can understand that Videoslots might have to set a precedence, it could be $10 or $10,000 and where do you draw the line at forfeiting any overpayment BUT i would have thought common sense would prevail considering it was Videoslots mistake and a genuine oversight on your part - that I don't doubt.

I genuinely don't understand why they did not remove the monies owed immediately you alerted them to the balance in your account or at least put a 'reserve' on it. I think they have just shot themselves in the foot, what is $140 in comparison to your annual deposits, surely discretion should have been applied here - it dumbfounds me sometimes how some casino's treat their players, they should remember it is those same players who keep them in business.

I don't doubt you will do what is right for you Harry, always the head of reason and understanding but to me they are good as telling you to take your business elsewhere - stand your ground i say :)
 
Badly handled, i once withdrew 100 from Unibet and when it hit my bank appeared as 2x100 so 100 overpayment and never said anything as at the time i didnt do online banking so didnt know until i received my monthly bank statement. A couple of weeks later received email from Unibet saying they overpaid me but as a gesture i could keep it. Baring in mind i only had a 25 monthly limit so hardly in Harrys league i thought it was pretty cool of them to do it
 
Quite a story Harry.

Never one to slag of casinos for no reason but i agree they have handled the whole matter badly.

No wonder you are so pissed of. Especially when u even made the effort to try pay it back.

They should have made an effort to sort it properly knowing you were willing to do the right thing and pay it back.

Their loss and no wonder you are leaving them.
 
It's actually a shame that this thread that started out for you as a very positive experience for you at Videoslots and no doubt gave them good publicity, ended on such a sour note for you, due to such a poor experience, polar opposites. Fingers crossed they do what is right Harry :)
 
It's actually a shame that this thread that started out for you as a very positive experience for you at Videoslots and no doubt gave them good publicity, ended on such a sour note for you, due to such a poor experience, polar opposites. Fingers crossed they do what is right Harry :)

You are right, indeed. I will open a new thread whenever I have another remarkable day but somewhere else. :)

However, I do not expect VS to do something until I deposit the missing amount, after all I am just small fry in a very BIG pond, even with my deposit level. I'm OK with that, never was an issue for me to return the overpaid amount.
 
Good afternoon my fellow CM'ers.

It has come the time to forkify this thread as I will not have any further "remarkable days" at Videoslots.

Over the past few weeks, I had an issue which in my view has been handled very poorly and for now, that means the end of playing at VS. I will actually take the unusual step to execute my first ever full-length Self-Exclusion to avoid going back for the next few years. If I don't go this ultimate step, the least I will do set my deposit limit to AUD10 / week.

I'll give a short summary of what happened to get your comments on it as I value highly your opinions.

On 9th July I received an email that my account at VS has been play-blocked, which included playing Free Battles. The reason was that on 6th February I received a payment in error. Yes, it took more than 5 months to find out. On that day I withdrew AUD140, only to receive a few minutes later an email that the withdrawal has been denied. The money turned up in my VS account again and I played it away.

Appears, that they actually paid the withdrawal, which means they are short of AUD140. So I checked my Ecopayz account and indeed that money came in but I never realized it. On that day, I played at VS, Rizk and Betat and had countless deposits at $100 - $250, some in rapid succession and a few withdrawals from Rizk and Betat in between. They were in AUD and CAD, which were then converted into EUR, my Ecopayz account currency. Hence, I had no clue that the 140 bucks were extra there.

Fast forward and more than 5 months later I get this email. Fine, no problem I thought, mistakes happen although for a player depositing yearly AUD50K+ I would have expected that they might just forego that small amount. However, as you all know I work with weekly gaming budgets and at that point I had zero in my gaming account. So I asked Dan to help to unblock my account so I can play my race winnings + Free Battles and latest on 20th July, when my next gaming transfer comes in, I would then deposit enough funds to cover the AUD140. The account was then unblocked.

The transfer actually hit my account on 19th July, so I deposited AUD250 and informed their support via email to deduct the outstanding amount. Over the next 5 hours, I deposited more and lost appr. AUD1K but never slipped below the AUD140 threshold which they were supposed to deduct from my account. I even sent them a reminder email after a few hours as they still had not taken the money. An email from general support arrived saying that deducting money from an account can take time but it should be resolved shortly.

At some point, I hit some good base game wins on Bonanza @ AUD4 bets, taking my balance over AUD600 and over the next hour or so I let the game run on AutoSpins with AUD4 bets as I had some urgent work to complete and only glanced over again when the music stopped which meant the 100 AutoSpins sequence was finished. Once after 100 Autospins @ AUD4, my balance dropped so badly that it would have meant I had an RTP below 20% over the 100 spins which I have never seen on Bonanza. Hence, I thought, they took the AUD140 from my account during those 100 Autospins.

Case closed for me and I carried on, dipping now below the AUD140 and ultimately losing nearly my entire budget in less than one day. At no point did I hear anything from the relevant department, either way. I actually deposited more on Friday, all normal.

Comes the weekend, I have my son with me and only play a few Free Battles, winning overall some 50 FS. I played them Sunday evening after my son went to bed and got some 10 bucks from them. Played then on Center Court and Bonanza and while I made it once to appr. AUD100, the balance went down to $40 again at which point I decided to withdraw. The reason was that I had a 200% bonus chip in my account (yes, 200% at VS is possible). So my thinking was to withdraw and re-deposit to claim the bonus.

To my amazement, within minutes I received an email from the same person who play-blocked my account the first time, telling me that she play-blocked it again and will not lift the block until I paid the AUD140. This came as a total surprise as I was convinced that they had taken the money on Thursday. Funny, that over more than 5 hours she did not respond to my email when I asked her to deduct the amount but was quick to pounce on a measly $40 withdrawal.

End of the story, I have now $42 sitting in my account plus race winnings coming in tonight, which I cannot use to play. Nor can I play any Free Battles or take part in the marathon this weekend (which I earned via depositing and wagering) as it will take until 3rd August until my next transfer to my gaming account will arrive. I just can't shorten it because that is how I set-up this little system of gaming control for me.

I pledged with Dan but to no avail which really frustrates me badly because first, it was never my fault, neither them falsely paying the withdrawal in February nor failing to take the amount from my account in more than 5 hours on Thursday. Apparently, it can take days for the department to deduct money from an account. Who knew that a few hits on a keyboard would take that long?

Conclusion is that I have lost faith in VS when they can't manage even a relatively small issue. What if next time there are thousands of $'s involved? The only path of action for me personally is to stay away. And that does not take into account that we are talking about somebody who deposits 50K+ in a year. Any other of my favorite casinos (Rizk, 32RED etc) would have just forfeited such a small amount because it was their fault to start with.

As you all know, I don't lose my cool easily, but this has really p*ssed me off. What are your thoughts and opinions?

It was definitely handled very poorly. The department responsible for this had very slow response to your actions and emails, and no regard to your loyalty, value and feelings.
But VS is not just 1-2 people, it is much more. And although it was not your fault, it was important. They waited for your deposit and lifted the block. You could wait and only play freerolls until the amount was deducted.
Because of that last part (not that they can blame you for not waiting), if it was me, I woudn't think too much about the incident. I would point out 2-5 times here how badly it was handled and simple show how I feel with my wallet.

Closing this thread, yes. SE, no. Close acc. no. Low dep. lim, you don't need one. You are perfectly capable to manage your money and deposits.
 
You are right, indeed. I will open a new thread whenever I have another remarkable day but somewhere else. :)

However, I do not expect VS to do something until I deposit the missing amount, after all I am just small fry in a very BIG pond, even with my deposit level. I'm OK with that, never was an issue for me to return the overpaid amount.

Perfect payback would be to oppen a "terrible, horrible, no good day at VS" and we all share there our low RTP seasons :laugh:
 
It was definitely handled very poorly. The department responsible for this had very slow response to your actions and emails, and no regard to your loyalty, value and feelings.
But VS is not just 1-2 people, it is much more. And although it was not your fault, it was important. They waited for your deposit and lifted the block. You could wait and only play freerolls until the amount was deducted.
Because of that last part (not that they can blame you for not waiting), if it was me, I woudn't think too much about the incident. I would point out 2-5 times here how badly it was handled and simple show how I feel with my wallet.

Closing this thread, yes. SE, no. Close acc. no. Low dep. lim, you don't need one. You are perfectly capable to manage your money and deposits.

I could have indeed waited to start playing until they removed the funds but at no stage was I told it could take days. That transpired only hours later after I sent them a reminder email.

How long would you find acceptable to wait? 1 hour, 1 day, 3 days? I had time to play there and then, not a week later. :)

Plus, it is clear to me that the person handling the case had a marker on my account as my withdrawal was instantly denied. Surely, they can do the same with deposits coming in. Why she didn't act for more than half a day, I don't know and to be honest, I am not interested now.
 
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I'm so sorry to read about your recent experience Harry. I totally understand your frustration and anger but I would implore you not to be too hasty in self excluding just yet.Not until Dan gets on the case and rectifies everything. My guess is that a number of folk will get a rocket up their arse and you will be duly pacified
 
It’s a buyers market Harry so I’d personally just take my money elsewhere. Problem is that once you lose faith in a casino, it’s very hard to get it back.

Re the 140 - I know they don’t want to set a precedent but I know, though not the same, a casino who added an extra 50 bucks to my account. When I told them their response was ‘just play it’ (royal Panda-paraphrasing but that was the gist). Funny that RP proceeed to get 90per Centof my budget!

So, 140 appears to be a tad petty. Noses and faces springs to mind.
 
The pacifying did not take too long Colin :D

Dan, the man, did his magic and my account has just been unblocked. Shows yet again the exemplary casino rep that he is and at the same time the power of Casinomeister. :)

I hope the responsible department learns from this experience to avoid frustrating other players.
I too got that 200% bonus and when I seen it I nearly fell of my chair. I presumed it was in way of compensation for my recent truly shocking losses at VS.As it turned out I had to abandon the play through due to yet more very poor rtp :(
 
The pacifying did not take too long Colin :D

Dan, the man, did his magic and my account has just been unblocked. Shows yet again the exemplary casino rep that he is and at the same time the power of Casinomeister. :)

I hope the responsible department learns from this experience to avoid frustrating other players.
So glad it was sorted out, props to Dan and this forum.
 
I too got that 200% bonus and when I seen it I nearly fell of my chair. I presumed it was in way of compensation for my recent truly shocking losses at VS.As it turned out I had to abandon the play through due to yet more very poor rtp :(

Same here, 200% bonus and I was lucky to get 30%, like you I abandoned it as my play has become too predictable that I am not going to keep depositing to play it through.
 
So, err, the thread's back on is it? :eek2:

No, I would prefer to have this thread closed as after this episode I will think twice where I spend my money. Kudos to Dan for sorting it out but the entire experience leaves a bitter taste in my mouth.

The most pressing thing is, what would have happened without Casinomeister and Dan? Any player, who is not a member here, would have been left to fend for him/herself.

I will open a new general "Remarkable" thread once I have again one of those magical days. :)
 
Award winning Videoslots is reviewed by Casinomeister

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