SOW @ Videoslots Document Issue

Mmaginn3492

Newbie member
Joined
Oct 2, 2020
Hi all,

I have been asked to provide docs for SOW at videoslots. I have sent them a payslip and they came back asking for a bank statement showing payment of my salary into my bank account.

I have just sent a screenshot of my bank account, clearly showing my full personal details, salary payment showing amount and date via online chat. I have manually scribbled out any other visible transactions on the document as I don't feel comfortable with disclosing what I spend me money on and do t feel this is necessary for VS to view. They have asked for proof of my salary being paid into my account and that is what I have provided.

When I sent this to the advisor she quickly queried if I could not just send my full pdf bank statement document, I advised that I could but that I prefer to provide evidence as asked - bank statement showing proof of salary.

I have also sent them screenshots of my tax account showing weekly regular payments.

Do they have any grounds to demand my full bank statement document or would anyone agree I have satisfied their request?
 
Award winning Videoslots is reviewed by Casinomeister

Slottery

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Unfortunately it seems they can ask these, if referring again to penalties Casumo got last time, there were some AML violations highlighted on UKGC website and we can imagine what casinos do when they read about these failures (most probably don't want to do something that specifically is mentioned as failure):

  • Source of Funds (SOF) checks were insufficient. Payslips and invoices presented as evidence of SOF were not corroborated with bank statements (or other evidence).
  • Bank statements produced were not assessed appropriately. Examples include incomplete bank statements which only showed credits into the customer’s account. The balance figures on a customer’s bank statement had been redacted.

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Mmaginn3492

Newbie member
Joined
Oct 2, 2020
I don't agree with this. If they have asked for proof of income and I have sent exactly that, I don't understand what the issue is. I have nothing to hide but I don't deem it necessary for them to haul through my entire bank statement and have access to how I spend my money or where.

If they fail to accept what I have sent, I will have no other option but to close my account. I have been a customer for over 1.5 years and this is the first real issue I have had with the casino.
 

colinsunderland

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If they asked for a bank statement to show the wages being paid into the account, then he has provided what they asked for. If they wanted unredacted ones then they should have said that.

Are you waiting for a withdrawal?
 

Slottery

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If they didn't specify that they don't want screenshots where part scribbled is not really meaning that they would have to accept it. It's quite common not to accept manipulated docs, some have tried to provide their ID where their faces are covered and much else that wasn't specified not to be ok in original request but then these usually are requested again with more instructions how they require it and usually after few emails most get what they want, like in here.

Not really worth of spend time to start argue with casino if they are allowed to request bank statement which is not self-made (screenshot) or manipulated, just like OP decided, close account and play another place if not willing to comply but there's no really guarantee that next place wouldn't have similar expectations for docs they accept.
 

aceking123

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It should not be necessary to provide a unradacted bank copy, this is my main gripe, you should be able to send in statement with everything removed other than pay & clearly deposits to whichever casino you have been using.

I don't think any casino should request anymore than this, here's where the casinos are clearly getting it wrong.

I also think they shouldn't require you to show your balance either, that's nothing to do with them.
 

Kroffe

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It should not be necessary to provide a unradacted bank copy, this is my main gripe, you should be able to send in statement with everything removed other than pay & clearly deposits to whichever casino you have been using.

I don't think any casino should request anymore than this, here's where the casinos are clearly getting it wrong.

I also think they shouldn't require you to show your balance either, that's nothing to do with them.
But how can the casino decide what vip-level to put you in if they dont know how much money they can expect to get from you?
;)
 

Casinomeister

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Do they have any grounds to demand my full bank statement document or would anyone agree I have satisfied their request?
Has their customer support gotten back to you on this? If so, what did they say?
 

colinsunderland

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If they didn't specify that they don't want screenshots where part scribbled is not really meaning that they would have to accept it. It's quite common not to accept manipulated docs, some have tried to provide their ID where their faces are covered and much else that wasn't specified not to be ok in original request but then these usually are requested again with more instructions how they require it and usually after few emails most get what they want, like in here.

Not really worth of spend time to start argue with casino if they are allowed to request bank statement which is not self-made (screenshot) or manipulated, just like OP decided, close account and play another place if not willing to comply but there's no really guarantee that next place wouldn't have similar expectations for docs they accept.
Sorry but I don't agree. Your example is nowhere near the same.
If I'm asked for a copy of my passport, then I wouldn't blank my face out as they obviously want it as ID. If your face isn't showing then clearly that won't suffice.
If a casino asks for a bank statement so they can see my salary being deposited then a bank statement with everything else redacted should be acceptable. They have stated they want it for one reason, and if you show them enough information to satisfy that request, then you have done as they asked.
There are a lot of people send in redacted statements, we see it mentioned on here regularly enough to know that it's quite common. If they want unredacted statements, then the request should be 'please supply an unredacted bank statement showing your salary being credited'. If they don't mention it, then ask again a few days later, especially if there is a withdrawal being held, then clearly people are going to think they are stalling the withdrawal.
 

Slottery

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Sorry but I don't agree. Your example is nowhere near the same.
If I'm asked for a copy of my passport, then I wouldn't blank my face out as they obviously want it as ID. If your face isn't showing then clearly that won't suffice.
If a casino asks for a bank statement so they can see my salary being deposited then a bank statement with everything else redacted should be acceptable. They have stated they want it for one reason, and if you show them enough information to satisfy that request, then you have done as they asked.
There are a lot of people send in redacted statements, we see it mentioned on here regularly enough to know that it's quite common. If they want unredacted statements, then the request should be 'please supply an unredacted bank statement showing your salary being credited'. If they don't mention it, then ask again a few days later, especially if there is a withdrawal being held, then clearly people are going to think they are stalling the withdrawal.

It was just very far example that casinos first request might not get them docs what they wanted, even though there would be all required information, then they just request it again and be more specific. Point was just that they might not accept some document for reason XYZ and ask it again and there's not yet any regulatory failure in that. OP mentioned that he sent a screenshot that is manipulated by himself so i would be probably more surprised if they would accept it. I at least wouldn't go to court to challenge casinos right to demand other document in this case if i would need to pay court fees myself.

There's always option not to comply with request and close account like OP posted he will do. Don't think there are many better options, of course can spend hours and hours by emailing with casino and tell own opinions but can't see it change much. They request what they request, you comply if you wish or go another place, it's not really relevant what exact words were used in original request, that's not going to be reason why casino would have to accept these docs.
 

colinsunderland

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It was just very far example that casinos first request might not get them docs what they wanted, even though there would be all required information, then they just request it again and be more specific. Point was just that they might not accept some document for reason XYZ and ask it again and there's not yet any regulatory failure in that. OP mentioned that he sent a screenshot that is manipulated by himself so i would be probably more surprised if they would accept it. I at least wouldn't go to court to challenge casinos right to demand other document in this case if i would need to pay court fees myself.

There's always option not to comply with request and close account like OP posted he will do. Don't think there are many better options, of course can spend hours and hours by emailing with casino and tell own opinions but can't see it change much. They request what they request, you comply if you wish or go another place, it's not really relevant what exact words were used in original request, that's not going to be reason why casino would have to accept these docs.
Or they could ask for exactly they want first time (as far as possible) rather than a simple document request taking days/weeks/months because of their useless worded requests.
If they want unredacted bank statements, then state that in the request. Most requests are templates, and would literally take the casino about 20 seconds to add 'unredacted' to the template. Save themselves extra work and save the customer getting as frustrated.
 

Slottery

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Or they could ask for exactly they want first time (as far as possible) rather than a simple document request taking days/weeks/months because of their useless worded requests.
If they want unredacted bank statements, then state that in the request. Most requests are templates, and would literally take the casino about 20 seconds to add 'unredacted' to the template. Save themselves extra work and save the customer getting as frustrated.

That we can agree 100% that they could be clearer :) OP just by my understanding asked if they have grounds to ask full bank statement and can't see them clearly violating any regulations by doing so, therefore wouldn't spend my time to email back and forth with casino and keep repeating that they were not specific enough in their original request as there's not much to achieve in that.

Not sure if that unredacted is really needed, most of players do send full document instead of covering parts of it, of course there are always some but i'm pretty sure that it's not easy to make template what would make all players send right docs at once. That's why used passport as example, for some reason many don't think to cover most of it's information when it's requested but from bank statement then many does, in general, what less you cover things from requested doc (except cards etc.. where you are told to), better percent you get them verified right away instead of having to send it multiple times.
 

Mmaginn3492

Newbie member
Joined
Oct 2, 2020
No further update as of yet, I have asked 5 times on chat throughout the day on the progress of the documents being verified to be told that it is with the relevant department and that I will hear back via email when it has be processed.

I have a £650 withdrawl being held. They asked for the documents on Thursday (which I done) and they continued to allow me to make deposits totaling £400 between Thursday and Friday. As soon as I requested the withdrawl on Friday, I stantly my account was inactivated and the withdrawl denied. They should not have allowed further deposits if my SOW documents had not satisfied their request.

@colinsunderland I don't agree with your argument. Of course, if asked for a passport, I would not be covering my picture. That is needed for verification. They have asked me for evidence of my salary being paid into my bank account, which I have done. Along with screenshots of my tax account to show further proof of income. I feel this is enough to satisfy their request. What I spend my salary on is my business, I have provided them with the information they have requested.
 

colinsunderland

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No further update as of yet, I have asked 5 times on chat throughout the day on the progress of the documents being verified to be told that it is with the relevant department and that I will hear back via email when it has be processed.

I have a £650 withdrawl being held. They asked for the documents on Thursday (which I done) and they continued to allow me to make deposits totaling £400 between Thursday and Friday. As soon as I requested the withdrawl on Friday, I stantly my account was inactivated and the withdrawl denied. They should not have allowed further deposits if my SOW documents had not satisfied their request.

@colinsunderland I don't agree with your argument. Of course, if asked for a passport, I would not be covering my picture. That is needed for verification. They have asked me for evidence of my salary being paid into my bank account, which I have done. Along with screenshots of my tax account to show further proof of income. I feel this is enough to satisfy their request. What I spend my salary on is my business, I have provided them with the information they have requested.
So you do agree with me?

Videoslots in 'only being bothered if deposits are illegal or affordable once they have to payout' shocker.
It's about time the UKGC changed the policy on this. Deposits should be blocked if withdrawals are blocked.
 

dionysus

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So you do agree with me?

Videoslots in 'only being bothered if deposits are illegal or affordable once they have to payout' shocker.
It's about time the UKGC changed the policy on this. Deposits should be blocked if withdrawals are blocked.
Alas, they arent alone in their brethren; stopped playing at both vs and L and L - the latter was the same..SOW up the wazoo, issues WDing....0 issues continuing to flog money in :(

Seems the entire system needs a massive overhaul - a correctly done, uniform, overhaul
 

Mr_Slot5

Senior Member
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May 6, 2019
Location
Cheshire
So you do agree with me?

Videoslots in 'only being bothered if deposits are illegal or affordable once they have to payout' shocker.
It's about time the UKGC changed the policy on this. Deposits should be blocked if withdrawals are blocked.
I think the worst thing about what he said was the trigger was set up on withdrawal. If the casinos can set up a trigger on withdrawal so easily then I’m pretty sure they could do it on deposit. It would change nothing in terms of whether fraud was being committed or not (it either is or it isn’t regardless of whether checked on withdrawal or deposit), all it would do is disadvantage the casino. Tough luck. The casinos need to be disadvantaged so they’ll stop pulling these tricks and requesting intrusive documents for trivial amounts.

If they’re concerned about affordability then they can run separate affordability checks where, even if there is an issue with regards to RG, it is not in their remit to withhold funds from the player.

Plenty of ways this whole thing could be cleaned up.
 

shadow123

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Cant work out if the UKGC is blind stupid or just incompetant,this has been going on for far too long, every day they are a couple
of new postings saying withdrawals have been locked pending submission of SOW docs.
Logically the correct time to take action is either during an deposit attempt or this is not practical, as soon as possible after.
The whole point of SOW is check affordability, how on earth is that connected to withdrawals,if a player is spending beyond
their means, depriving them of winnings hardly helps their situation.As for blocking witndrawals but allowing seemingly
unlimited deposits is downright rogue in my opinion and no half decent casino should even consider doing it.
I realise the casinos must be missing the withdrawal reverse facility but this is almost as bad .
 

Mr_Slot5

Senior Member
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May 6, 2019
Location
Cheshire
Cant work out if the UKGC is blind stupid or just incompetant,this has been going on for far too long, every day they are a couple
of new postings saying withdrawals have been locked pending submission of SOW docs.
Logically the correct time to take action is either during an deposit attempt or this is not practical, as soon as possible after.
The whole point of SOW is check affordability, how on earth is that connected to withdrawals,if a player is spending beyond
their means, depriving them of winnings hardly helps their situation.As for blocking witndrawals but allowing seemingly
unlimited deposits is downright rogue in my opinion and no half decent casino should even consider doing it.
I realise the casinos must be missing the withdrawal reverse facility but this is almost as bad .
I think the lack of reverse ability is fuelling this and it’s a finger up at the UKGC. High time the UKGC were forced into rectifying the wrongs. As I say, tough on the casinos but they’ll just have to make a decision over whether they want the uk market or not.
 

dionysus

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I think the lack of reverse ability is fuelling this and it’s a finger up at the UKGC. High time the UKGC were forced into rectifying the wrongs. As I say, tough on the casinos but they’ll just have to make a decision over whether they want the uk market or not.
Trickle effect - its applied to markets (Canadians) they neednt apply too :( )
 

Mr_Slot5

Senior Member
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May 6, 2019
Location
Cheshire
Trickle effect - its applied to markets (Canadians) they neednt apply too :( )
Difficult to see where the market is going to go in a few years time. Once this crap spreads to every jurisdiction you have to wonder whether casinos will bother applying for the licenses at all and just go 'rogue' en masse.
 

Mmaginn3492

Newbie member
Joined
Oct 2, 2020
So in response to my complaint I get a generic email back.
 

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Kroffe

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Imo they should never be allowed to block withdrawals.
If they can accept the deposit without a sow/aml check, they can pay a withdrawal following that same deposit without making a sow/aml check.

It should be the deposit, not the withdrawal that trigger a check.
Its funny how where the money comes from or if the money is dirty only ever seem to matter when its about to leave the casino.
 

pinnit2014

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Casumo's the same as well: they put a nice note to tell you though: please note, although w/ds are blocked, you are free to deposit: why, thank you Sir, very kind of you. :rolleyes:

I use the line of 'i don't need to tell you' instead of 'i don't actually know why'; presume VS's, slightly arrogant chat tbh, is using the same rationale ;)
 
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