Repaying a duplicate payment

[colinsunderland]

Hi @RichyJ75

As this is a public forum, we are not able to go into details of your personal Videoslots.com account. However, I can tell that this is being sorted and we will be in touch with you shortly.

I kindly ask you to PM us here at CasinoMeister if you have anything urgent. That way we can assist you directly and prioritize the communication with you.

Best regards,
Team Videoslots

Maybe if someone had contacted him 'in 20 minutes' like he was told, he wouldn't have posted on here.

Non account specific, is it a regular thing that you make withdrawals from customer accounts using Trustly? Surely that breaches your AML procedures as no deposit was made using that method and the account wasn't his that the money went to.

 

[Team.Videoslots]

Hi,

I do understand that our response didn't take place as soon as we intended to. We advise you all here in the CM community to contact our team through PM if you have something stuck in our support. That way our team can take over the query and assist you personally. However, if you contact us through a public thread, we are not able to make any comments on your personal account for obvious privacy reasons.

I hope you can understand, that the global pandemic has had an effect on pretty much everything, including our support, so a little extra patience may be needed from time to time for a while now.

I can assure that our Payments-team consists of professionals, who have every measure in place to make sure we comply with all regulations and procedures. If you have any specific query, please direct it to our customer support, or alternatively to us via private message.

Have a nice day everybody!

Br,
Team Videoslots

 

[colinsunderland]

@RichyJ75 did you get any further forward with this?

 

[Davey86]

@RichyJ75 did you get any further forward with this?

Due to the global pandemic mate probably not
Didn’t take long for a response to use and I quote ‘pandemic’ obviously can’t work remotely or from home so their is a delay

 

[RichyJ75]

@RichyJ75 did you get any further forward with this?

Nope, no reply and account still deactivated. I'm sure I was due to make another payment as well, but will wait for their reply to clarify the situation.

Don't get me wrong, I enjoyed playing there and have been a member for several years now, hence happy to repay it, but would prefer less hassle in rectifying their mistake!

 

[colinsunderland]

Nope, no reply and account still deactivated. I'm sure I was due to make another payment as well, but will wait for their reply to clarify the situation.

Don't get me wrong, I enjoyed playing there and have been a member for several years now, hence happy to repay it, but would prefer less hassle in rectifying their mistake!

wow long 20 minutes then
I would be sure you know where the money went before you deposit again, for your own peace of mind. If they have nothing to hide then there shouldn't be a problem showing it going into a videoslots company account, and that way if theres ever any money laundering questions come your way (depositing and withdrawing instantly without any play, to a different account in another country) then you can prove your innocence. You have to prove to them you are the owner of any account the money comes from so no reason, in this specific case, the same shouldn't apply.

 

[RichyJ75]

Just a quick update as only fair to tie up loose ends mentioned above as I have just heard back from VS.

VS state my account was compromised and as such, my password needs changing and laptop needs scanning for viruses. They also reassure me that 'We want to inform you that any 3rd party access to your account and the subsequent withdrawal, were in no way due to breaches or failures of any of our security systems and measures'

While my account was compromised, someone was able to log on and withdraw my deposits to a Trustly account. Not quite sure how they managed to verify a Trustly account as I haven't used this method before for depositing or withdrawing, but obviously this must have been possible to comply with AML regulations and only being able to withdraw to previous deposit methods .......

I am also puzzled how they got round the blocks on my account stopping play and withdrawals until the duplicate payment was repaid. These pesky hackers have got their ways and means haven't they .....

Therefore (and I believe this was mentioned in another recent thread) it is advisable not to leave any funds in a casino account, just in case!

Rightio, now to tell off the software suppliers who are supposed to be protecting my pc from hackers and then case closed!!

 

[Borgie]

So do you not have to pay the money back now?

 

[colinsunderland]

Sounds like an internal breach to me, otherwise how exactly did a hacker manage to withdraw when there was a withdrawal block in place, and also manage to bypass the withdrawal AML procedure, whereby you can only withdraw to a method that has previously been used for a deposit. Maybe @Team.Videoslots or someone higher up in the company who is a member on here would like to comment on that?

 

[RichyJ75]

So do you not have to pay the money back now?

Yes I do and they are asking for more than what is actually due via a deposit method I last used a few years back. I shall respond to their e-mail in due course.

 

[Borgie]

Yes I do and they are asking for more than what is actually due via a deposit method I last used a few years back. I shall respond to their e-mail in due course.

They aren't expecting you to repay what was stolen though ?

 

[Nordog]

So videoslots make a mistake - user is responsible.

User gets hacked, New payment method is accepted.deposits gets paid out to that method, without being wagered. New method is not verified. - user responsible.

Based on this, AML is Just a cheap get out of jail card to reject payments or stall them.

What a f***** joke.

 

[Steviedoo]

that does not even make sense.

so you deposited money in your account. And they immediately removed it via Trustly. Did the hacker request a withdrawal to Trustly Account?

and we should all be worried...and as @colinsunderland said the alarm bells are ringing...

 

[Borgie]

I think this should be investigated further.

VS surely can't want you to repay the money again that was stolen from your account.

What are trustly doing about it ?

If your account was locked how could anything happen at all ?

Have VS provided a statement of what is owed and what has been repaid thus far?

It all sounds a complete mess.

 

[colinsunderland]

that does not even make sense.

so you deposited money in your account. And they immediately removed it via Trustly. Did the hacker request a withdrawal to Trustly Account?

and we should all be worried...and as @colinsunderland said the alarm bells are ringing...

That seems to be the case, despite Trustly never being used as a deposit method previously, despite there being a block on withdrawals on the account, and despite Videoslots (unless it's changed recently) requiring a customer to verify ownership of any deposit/withdrawal method by sending in copies of the card or bank statement, that should match the account name, the 'hacker' managed to withdraw funds from his account, and despite there being no gameplay on the account since the deposit was made. That alone should have set an AML trigger. Customer deposits via method 'a' then without playing a single spin, withdraws to method 'b'. That is EXACTLY how money laundering works. It's also took them 6 days to tell him about this 'hack'.

 

[spiker1977]

I would not pay a cent back before i got all info why and how this was possible from videoslots side, but we all know what the answer will be... "we are not able to make any comments on your personal account for obvious privacy reasons"

 

[shadow123]

Sounds like they are going over the top,you have done all you can to satisfy the overpayment, they know
you are willing to pay so its their problem.
I dont know the scale of the overpayment and the deposits you made but unless you ended up well in profit
they would be wise to just cancel the remaining debt bearing in mind they accepted so many deposits
in a short timescale.

 

[colinsunderland]

I would not pay a cent back before i got all info why and how this was possible from videoslots side, but we all know what the answer will be... "we are not able to make any comments on your personal account for obvious privacy reasons"

they can state that in public but a SAR should reveal any information required, such as copies of verification documents submitted, bank details of where the withdrawal was paid, IP addresses used to login etc

 

[Nordog]

To me it looks as AML/SAR is only in effect when you profitt.

If you cash out the same as you deposit, or loose noone cares.

The way this has been handle shows exactly that.

Casino only do what ever they can to stop or stall winnings, but in reality they couldnt care less.

Yes to AML / SAR / SOW before deposit.
If you accepted deposit, you have to pay!

 

[RichyJ75]

I shall stay quiet on this for the meantime as naturally myself and Videoslots need to get all the facts, figures and evidence together first of all. Yes, it is worrying that money was removed from my account to a completely unrelated account which appears not to have been verified, has never been used to deposit with and whilst my account was play blocked and withdrawal blocked - only accessible to deposit to without any game play.

So far Videoslots have offered to repay the first withdrawal 'as a matter of goodwill', but as they are now asking for payment of the balance which is more than what is outstanding, naturally I now have to consider myself a victim of fraud and take appropriate actions - hence needing to work with Videoslots and get the evidence.

This is by no means me putting down Videoslots if we are both subject to malicious actions, but questions will need to be answered as there is criminal activity whereby they wish to point the finger at me having a virus on my pc (have run scans through my security software and has come back clean/safe). If they insist they are 100% above board with what has happened, then who else is culpable/at blame - me?

 

[Nordog]

Respect for being calmer then i am.
Im so angry on your behalf. Also concider to close my account.
If their site can be hacked go on for so Long and cash then sent to an unverified trustly account without taking responsibility, how can they be trusted..

 

[RichyJ75]

Respect for being calmer then i am.
Im so angry on your behalf. Also concider to close my account.
If their site can be hacked go on for so Long and cash then sent to an unverified trustly account without taking responsibility, how can they be trusted..

Mistakes happen, it is how they are dealt with afterwards which is important. Not so happy that VS absolved themselves from any wrongdoing, suggesting it was me/my device at fault. However, I look forward to receiving the information requested to take this further and find out who the guilty party is who stole my/our money and causing this grief.

 

[RichyJ75]

Quick update.

A very prompt response from VS to my e-mail - all satisfactorily resolved!

 

[Steviedoo]

That seems to be the case, despite Trustly never being used as a deposit method previously, despite there being a block on withdrawals on the account, and despite Videoslots (unless it's changed recently) requiring a customer to verify ownership of any deposit/withdrawal method by sending in copies of the card or bank statement, that should match the account name, the 'hacker' managed to withdraw funds from his account, and despite there being no gameplay on the account since the deposit was made. That alone should have set an AML trigger. Customer deposits via method 'a' then without playing a single spin, withdraws to method 'b'. That is EXACTLY how money laundering works. It's also took them 6 days to tell him about this 'hack'.

however aren’t the amounts very small for it to be money laundering...my original thought cuz of all the triggers that were missed is more of an inside job...

I mean the hacker would have to have known richy owed the casino money...cuz it seems he hacked at the exact moment richy had to pay back the money...seems funny that way..I mean ....how lucky the hacker was to have come across this situation...

 

[cncas2123]

however aren’t the amounts very small for it to be money laundering...my original thought cuz of all the triggers that were missed is more of an inside job...

I mean the hacker would have to have known richy owed the casino money...cuz it seems he hacked at the exact moment richy had to pay back the money...seems funny that way..I mean ....how lucky the hacker was to have come across this situation...

My thoughts on this was that the hacker was a casino employee and he had intentionally made the extra payments to the OP, then requested the repayment and siphoned the repayments into his own account via the new withdrawal method.