Trustly - known tech issues ? - Videoslots

[5ta]

Anyone else hearing of this ? Feeling a little palmed off.

I dunno maybe something fishy going on. ID verified completely. Deposited 450 overall, withdrew 500 via bank transfer, something I have never done before. Got the IBAN and the other code (can't recall name now) from my account so know it's correct. Also when going thru the process had to fill out my bank details etc.

During the process (FYI I went for this because it's supposed to be fast and fee free) it said the funds should be there within a few minutes after approval. Got the approval about an hour or three later.

Minutes, hours, now over 24 hours. I have enquired 3 times after waiting the stated times and all I get is there is a tech issue at trustly. I went to trustly who require the transaction ID before making an enquiry.

Now I am told by videoslots that they can't do anything until after 5 days. Of course, I made the mistake of budgeting funds, trusting payment systems to work so now I kind of need the money but of course I am left to flap in the wind uselessly.

A friend needs to borrow some money off me tomorrow morning and I can't help and it's for a good reason.

 

[Dan.Videoslots]

Hi 5ta,

I will send you a PM.

Br,
Daniel.

 

[5ta]

Pm received and replied to. Email sent to you but someone else responded saying the following :

Hello ****,

Thank you for your email.

I understand your frustration but, unfortunately sometimes, depending on the bank, it can take more time for money to arrive on your account and that is why we have suggested you to wait 4-5 banking days.

Anyways our payment department has contacted Trustly and your order has been processed successfully, however if you would want to contact Trustly by yourself, the transaction ID is 3156115979.


Best regards,

***
Videoslots.com

I have responded to the email as it is confusing at best but suggests the transaction is completed successfully but nothing has arrived in my bank.

 

[Dan.Videoslots]

Hello 5ta,

It is one member of my team who has replied to you and they have answered on your email again now.

Br,
Daniel.

 

[5ta]

Hmm, Yes. But nothing has changed other than already stated. From a few minutes to 24 hours to 5 working days before anyone does anything other than tell me VS have spoken to me and told me nothing.

 

[Dan.Videoslots]

Hello again 5ta,

I understand your point of view however, unfortunately, there is nothing more I can do this situation at the moment.

Br,
Daniel.

 

[5ta]

Ok so can you tell me the exact date and time I can expect a change by please ? ie 5days, 5 working days etc. Thanks for getting involved. It is something i highly respect about reps here.

 

[Dan.Videoslots]

Hi 5ta,

Unfortunately there is not specific time frame for this, I'm afraid, however our Payment Department has told me that it shouldn't take more than 5 days.

Br,
Daniel.

 

[vnk207]

Well... I have a kind of same thing, but different. Made 100's of deposits here, mostly with bank, sometimes skrill. Withdrawed to bank or skrill in the past through each other (deposit with bank - withdraw with skrill) for example. Last weeks i gambled and lost to much.. But hit my record weekend booster of €63. I planned whole week that i cash out to skrill friday because i need the money, with my skrill card i can then pin at atm. BUT suddenly today for first time i get error with skrill withdrawal (that is more used bank method and should use bank method. went to support, but they cant do anything about it. Well and now the thing what 5ta means i think: Thrustly send it to bank account but because banks dont proccess transactions during weekend i will receive it monday. Its sad that i lost more then i wanted or could mis last weeks but this was my rescue for the weekend IF skrill methoud had worked just like it did.

Well i was lucky Legacy of egypt was good to me so i withdrawed €400 with thrustly. But know my "rescue" plan is screwed and i have no real money till monday. Worst possible moment to get this issue.

Talked with support and nothing to do about this.

Lucky and unlucky, but frustrated

 

[colinsunderland]

I'm slightly confused by this. Was it via trustly (where to deposit you have to login to your online banking) or was it by bank transfer? If it was Trustly then the funds should be there within minutes of the payment being approved, if it was bank transfer then it can take a few days.

You have the transaction ID now, I would be going back to Trustly asking what the tech issue was and why weren't you informed, and checking that it has been sorted (assuming VS were telling the truth), and asking could that have affected the processing time.

FWIW I've used Trustly on 3 casinos, not VS, and the money has been in my account in under 15 mins each time, once was a withdrawal at 2am Sunday morning, that was in my account at 2.07am, probably quicker, that was when I checked the balance, so weekends shouldn't have any bearing on timescales.

 

[vnk207]

Well it changed a while ago, but now when i click bank transfer i see thrustly as the operator who sends it to my bank account. You mean your thrustly withdrawals were in your bank account within 15 min?

 

[colinsunderland]

Well it changed a while ago, but now when i click bank transfer i see thrustly as the operator who sends it to my bank account. You mean your thrustly withdrawals were in your bank account within 15 min?

Yeah they were, not from videoslots though, I've not used them on there.
You haven't used Bank Wire have you? That says up to 5 working days,

 

[vnk207]

So its quoted:
Bank Withdrawal
Withdraw directly to your bank account - fast and secure. It can take between 2–24 hours during normal working hours.

Im done, i go to sleep

 

[5ta]

Yes, I went for a back to visa card but then noticed the fee so cancelled the withdrawal. Looked at other options and saw the bank transfer. The thing I don't get is that firstly the company is named trustly and sure, even though they are not in any contract with me, they are trusted by VS with their ironic name and of course, it has gone wrong. Now voer the years i have dealt with a few forms of bank trasnfer all of which have been instant, every single time. So when going thru the process on VS thru Trustly and my bank, giving the IBAN etc and all my account details too... I expected VS to approve within a given timeframe and they did and during the process of sorting the actual bank transfer giving IBAN etc it told me it should be done within a few minutes. A few minutes has turned into no one knows anything and can't ask but have asked and still know anything other than a tech issue and can't ask again for 5 working days.

Trustly...... to balls up a standard bank transfer... that's if it is them at fault......

I also haven't though about it until now but for example on skyvegas, if you deposit via visa, you can only withdraw via visa. or whatever method you use, you must use that. I deposited via visa and withdrew via BT and no one batted an eye lid at VideoSlots. I mean, that's great an all but when things like this happen, the ironic "trust"ly goes out the window and other methods take longer and cost more.... so what's the point. They ALWAYS take the money in a second but getting it back is always another story.

Kinda knocks you off your game and turns you away from sites.. I love skyvegas in this regard.... sometimes transfers are done in 10 minutes. Of all teh sites I have tied, no one is that quick. granted, sometimes they take hours. Meccabingo for example only do one cashout per night (around 8pm) and it must be requested at least sometime before then. Cashouts requested during, dont go til next evening.

This whole withdrawal thing is a terrible process, across the industry. It's almost as bad as the ID/DNA test thing.

 

[colinsunderland]

Thats why I suggested getting in touch with trustly again to double check there was tech problems as you were told. That answer should tell you where the fault lies.
One thing, Sky don't only allow withdrawals to the same method as you deposited, I deposited by visa earlier and withdrew by paypal.

 

[5ta]

Thats why I suggested getting in touch with trustly again to double check there was tech problems as you were told. That answer should tell you where the fault lies.
One thing, Sky don't only allow withdrawals to the same method as you deposited, I deposited by visa earlier and withdrew by paypal.

Yea, I have the transaction ID now so I can do that but I doubt it will speed things up.

yea I know that about skyvegas but you must have done some depositing on the other to be able to withdraw. IE if you deposited £2k over a period of time on visa but have never deposited via paypal, you cannot withdraw on paypal. Vice versa is true also. However, that rule may have changed because it hasn't been something that bothered me in a while having not tried it. I only deposit/withdraw via paypal now. It certainly was true a year or more ago. I remember they used to show you your deposit levels and withdrawal abilities. Anyhow, their withdrawals are the fastest I have seen via paypal and I have seen funds back in my BA in 10 minutes but that is super rare.

 

[colinsunderland]

No it probably won't get you it any quicker, but at least you will know who caused the delay.
You need to have made a deposit at Sky, but once you have you can pretty much withdraw what you like to any method you have deposited from, or at least I can, they do tend to vary customer to customer. If you bank with Barclays withdrawing using a visa card is pretty instant up to £500, but you can do as many £500 transactions as you like one after another, I withdrew £10k in under 2 hours earlier this year (when the limit was £200 not £500 as it is now) and had the lot about an hour after I finished all the small withdrawals!

 

[5ta]

Had an email from trustly this morning stating they will be in touch. (not the generic auto reply)

 

[Matti]

I'm slightly confused by this. Was it via trustly (where to deposit you have to login to your online banking) or was it by bank transfer? If it was Trustly then the funds should be there within minutes of the payment being approved, if it was bank transfer then it can take a few days.

You have the transaction ID now, I would be going back to Trustly asking what the tech issue was and why weren't you informed, and checking that it has been sorted (assuming VS were telling the truth), and asking could that have affected the processing time.

FWIW I've used Trustly on 3 casinos, not VS, and the money has been in my account in under 15 mins each time, once was a withdrawal at 2am Sunday morning, that was in my account at 2.07am, probably quicker, that was when I checked the balance, so weekends shouldn't have any bearing on timescales.

Trustly is a solution that aggregates banks. As a user using Trustly you're experience will be different depending of what bank you use.

As a merchant, gambling or others, you just have one account with Trustly and all transactions, no matter what currency is aggregated through them. The advantage for the casino is that they don't need to have an account with each and every bank with all issues regarding KYC, EDD etc. The thing however that can be confusing is that all banks don't work the same way. All banks have different possibilities through they're API and, especially when it comes to withdrawals, this becomes obvious.

 

[5ta]

Still yet to hear anything in resolution to this. I can see nothing public about tech issues on trustly either.

 

[mimi26]

This is really strange, firstly because I was told trustly is not being used at videoslots and secondly have had a few withdrawals from both leo vegas and royal panda they have been instant except for one which too around 24hrs but that was when the TSB was being upgraded so just put it down to my bank, if you look at trustly reviews on trustpilot though this is happened to a lot of people

 

[5ta]

Yea, I understand why they use a third party to accomplish the goal but it certainly has left a terrible first impression. I guess if they do it to enough people they do handsomely on interest rates. I love fast withdrawals, being so used to them.... this was painted as quick, then even quicker during the process and has currently died at the roadside with no one really caring (who should). And would you believe it, trustly host no contact number.

 

[Dan.Videoslots]

Hi 5ta,

I have sent you a PM.

Br,
Daniel.

 

[5ta]

I have had a somewhat ominous reply from them (trustly). They say it was submitted for processing on their system however the money never got sent to me and wasn't debitted from them either. I'm now waiting for god knows what to happen at any given time span.

At least they have accepted the fault somehow lies in their system. I am expecting them to blame me maybe to say I have entered some detail wrong when in fact everything was copied directly from my online banking account. IBAN etc and I know my bank details off by heart.

However I have to say this is a terrible black hole right now that is causing me problems because I trusted the system would work as stated. I have had to ditch activities and helping someone I care about so far.

 

[5ta]

Withdrawals
Date Status Transaction Type Amount £
05/07/18 14:33:09 GMT Approved Trustly -500.2

Email from Trustly

Emily replied:

JUL 10, 2018 | 09:20AM CEST

Hi,
Your transaction is getting rejected for some reason and therefore, you have not received it yet.
We will investigate it further and get back to you when we have an update.
Thank you for your patience.

Best regards,

You do not have permission to view link Log in or register now.

Emily - Payment Agent

----------------------------------------------------------------------

I have now twice asked them to call me. I have also asked VS to call me. I wonder if anyone will call.
No one has asked me anything in regards to verifying details, IBAN and account numbers etc.
Inforamtion is being given on request but if I don't ask, they don't tell me anything.

I am almost fully regretting going to videoslots.