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.

 

[Dan.Videoslots]

Hello 5ta.

I have sent you a private message.

Best regards,
Daniel.

 

[colinsunderland]

I'm not being funny here, but Videoslots should be doing this for you, you shouldn't have to run around chasing payment providers. If I buy something from a shop, get a refund, it doesn't appear in my bank after a few days, I would be going back to the shop not running around ringing merchant services chasing the payment.

 

[5ta]

Honestly Colin, I was handling it well in regards to 'pissed off' amounts but now something else has happened in my life that has pissed me off and it just highlighted how much these guys are taking the piss with their laid back careless attitude. I mean, it looks great when a rep appears but to do nothing but inbox me an email address is starting to get to me now.

 

[colinsunderland]

Did Trustly confirm the tech problems they were having?

 

[Dan.Videoslots]

Hello Colinsunderland,

We are investigating every claim for missing withdrawals but, unfortunately, how quick a resolution in these cases is found is dictated by the handling time set by the payment providers.

When we receive a claim for a missing withdrawal we first review our system to see if we can find any errors and should everything look good from our side, we need to escalate this to the provider as soon as we have collected the information the provider asks from us. Once this has been sent, we need to let the provider finish their investigation and as long as it is done in the time frame provided and until that has passed there is nothing further we can do to try to get this sped up.

Best regards,
Daniel.

 

[5ta]

Did Trustly confirm the tech problems they were having?

No Colin. All they have confirmed is that the payment is being rejected. I have to go out now and may not have access to all the details IF they call me and we try and resolve what the issue is. I appreciate there is protocol and method so all I can do is scratch my head until something bleeds right now. What are the odds they will call and I don't have access to certain details that could help resolve the issue.... hmm, would be just my luck.

 

[colinsunderland]

Hello Colinsunderland,

We are investigating every claim for missing withdrawals but, unfortunately, how quick a resolution in these cases is found is dictated by the handling time set by the payment providers.

When we receive a claim for a missing withdrawal we first review our system to see if we can find any errors and should everything look good from our side, we need to escalate this to the provider as soon as we have collected the information the provider asks from us. Once this has been sent, we need to let the provider finish their investigation and as long as it is done in the time frame provided and until that has passed there is nothing further we can do to try to get this sped up.

Best regards,
Daniel.

But you told him there was no time frame, so what, does he just have to wait forever? He shouldn't be getting answers quicker than you from Trustly either. You also told him there were technical problems, yet Trustly seem not to know anything about them. Considering Trustly have confirmed they are having trouble sending the money, can you not retrieve the withdrawal and pay it to him by Skrill as a one off, as this clearly isn't his fault, which would resolve the situation

 

[5ta]

VS called....

Hello,

since we get cut off while talking, I rather right you an email to explain.

So we have sent a request to Trustly to investigate the matter, currently we are waiting on an answer.

Unfortunately we have no time frame for how long the investigation will take, since we do not have any inside in Trustly´s working policies.

As soon as there is any update we will immediately contact you again to notify you about the outcome.

Should you have further questions, please do not hesitate to contact us.

Have a wonderful day.

Best regards,

Yordy
Videoslots.com

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

I'm now starting to wonder if sods law will be the best reason yet. Truly disappointed.

 

[5ta]

But you told him there was no time frame, so what, does he just have to wait forever? He shouldn't be getting answers quicker than you from Trustly either. You also told him there were technical problems, yet Trustly seem not to know anything about them. Considering Trustly have confirmed they are having trouble sending the money, can you not retrieve the withdrawal and pay it to him by Skrill as a one off, as this clearly isn't his fault, which would resolve the situation

I don't have skrill. The only thing that would satisfy me now is a manual bank transfer or a paypal transfer. Today.

 

[Dan.Videoslots]

Hello again Colinsunderland,

I believe my wording was a bit off, five working days is what I was trying to communicate in that post, my apologies.

Should an issue be investigated but not resolved we will, of course, review different options on how to make sure these winnings is received.

Best regards,
Daniel.

 

[5ta]

Hello again Colinsunderland,

I believe my wording was a bit off, five working days is what I was trying to communicate in that post, my apologies.

Should an issue be investigated but not resolved we will, of course, review different options on how to make sure these winnings is received.

Best regards,
Daniel.

I take it that means back to the visa card and another 5 days wait ? Or would someone be willing to extend some effort and get the funds to me instantly ? I really hope I am not waiting a period of 10 days after a promise of "a few minutes".

 

[Dan.Videoslots]

Hello 5ta.

Once the investigation concludes the money will either be available in your account or sent back to us from Trustly, should it be returned to us we can review what the best course of action forward is.

Best regards,
Daniel.

 

[5ta]

Ok so this is getting really out of hand now.


Nicole replied:

JUL 10, 2018 | 04:43PM CEST

Hi,

We’re very sorry about this experience of yours. We completely understand that you wish this to be solved as soon as possible.

I will explain a bit what is happening from our side at the moment so that you will get an update on your transaction. I hope this will be helpful.

We’re currently still investigating why your transaction is being rejected. Your case is prioritized by a very dedicated team, and I and my colleagues are keeping an eye on it in order to make sure that we provide you with updates as soon as we have any new information.

Due to security reasons, we cannot provide any information over the phone. You’re still very welcome to call us, but I just want to inform you beforehand so that you know the reason to why we can’t provide any specific information over the phone.

I’m confident we’ll find a good solution to this situation, it’s just a matter of time.

Meanwhile, please know that you’re welcome to contact us and we’ll assist you the best we can.

Thank you for your patience.

Best regards,

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

Nicole
Payment Agent

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

So they can't give me any details yet will still accept my call.. what on earth for ? a depressing pointless chat.

Dan I want this sorted today. This is day 5.

 

[mimi26]

Dan I think you should pull Trustly until this is sorted, this is really not good enough

 

[5ta]

Hello,

We have received word from Trustly today and, unfortunately, they are unable to transfer the money to your account. The information we have received from Trustly claims that there seems to be an issue with the account number being used and we hope the receive the funds back today.

Once the money has landed in your account you can try requesting a new withdrawal, just make sure to review the information entered so everything is correct and the money should arrive shortly after.


Best regards,

Tom Forsberg
Videoslots.com


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

Two things... as expected I have gotten the blame and I know that's not the case as I expertly checked to make sure details were correct. I have also requested Tom escalates this matter and requests a manual transfer so I can get these much needed (budgeted around) funds today. The only other method is back to visa which is another 5 working days making this a true headache and leaving me very reluctant to want to use VS again.

The sad part is whatever is claimed, I know isn't true so I have absolutely no idea what really happened.

As I trusted the system and it failed, I hope that a little tiny bit of rocket science can happen to solve this matter today. The other annoying part is the black hole of not being told anything and having to question to either be ignored or then get information which was then of course followed by the "you can call us but we won't tell you anything" from trustly. Of course, I recognise I have no contract with them.

A terrible experience.

 

[5ta]

Well, they marked this ordeal as HIGH PRIORITY and so far nothing has happened.

Where is the Meister ? I'd love an opinion on all of this for one of the highest rated casinos on here.

 

[5ta]

So I guess yet another day wasted achieving zero. high Priority my backside.

 

[5ta]

Finally the funds have been returned to my VS account and now I have to withdraw them back to my visa. They even advised I should send it to my bank using the same method.

 

[Dan.Videoslots]

Hi 5ta,

I have sent you a PM.

Br,
Daniel.

 

[09237653]

@Dan.Videoslots Are missing withdrawals a regular thing at VS? I had one a few weeks back and it took several contact attempts for them to even admit there was a problem, it was eventually resolved after several emails and placed back into my account to withdraw again (over a week delay)

And it appears the same thing has happened again on one due today, If i ask live support I expect the same answer they gave before 'can take up to 5 days' (even though they are always next day normally) and it'll be 5+ days before they even accept there is an issue.

If it indeed has happened again (ill check back tomorrow) I expect a another week to be resolved again, this has only happened since the payment method was changed to 'adyen' (whatever that is).

 

[Dan.Videoslots]

Hello 09237653.

I have sent you a private message.

Best regards,
Daniel.

 

[spoo42]

Bit late coming into this, but just to add a little of my experiences withdrawing on Vs with these methods.

Until recently, I used the bank transfer option - entered bank details/bic/iban etc.. and would get my money next day, no problem. Then recently ive withdrawn 2 or 3 times and i noticed a change to Trustly when making a withdrawal (which i was happy about as I like Trustly) - still have to enter details, then go through the little Trustly withdrawal box thing. Not had a problem as yet, get my money just after its processed. (I'm with Barclays bank).

Maybe the problem, as i recall someone saying earlier in this thread, that the service may depend on which bank your with and such? Doesn't help the problems youv had! Hopefully you get it sorted soon But just thought id add my experiences using bank transfer and Trustly on VS , Ive encountered no problems.