Video slots refuse to verify my account 4 days and absolutely nothing getting done

[cncas2123]

Absolute scum.
Least im getting my deposits back
Dont run a casino if you dont like paying! @Team.Videoslots

So are they saying you have committed fraud if they are only returning deposits?

 

[xxxxwildingxxxx]

baz what you need to do it ask them why have my winnings been voided you have only just learned this, so this is the next best step for you ,and then go from there once you have that answer

 

[Bazjones]

So are they saying you have committed fraud if they are only returning deposits?

No they are saying nothing ive definitely committed no fraud im a 72 year old man...
I dont understand a word they are saying
I dont think they even know what they are saying

 

[Bazjones]

1 second its refunded next minute its still on my account, customer service don't have a clue whats going on payment team wont respond

 

[xxxxwildingxxxx]

baz reply directly to the email and ask them why are my winnings voided live chat might not get updates that quick. you need the example of why you broke the terms, apparently

 

[Bazjones]

Removed

 

[colinsunderland]

@Team.Videoslots is that really acceptable customer service? Not making a judgement on if your decision is correct but his email clearly states the deposits have been refunded, yet live chat clearly saying they haven't? With respect you aren't doing yourselves any favours here, and yet again, it is live chat basically saying they don't know and will have to talk to another department, which is all they seem to do.

@Bazjones What were your total deposits since account opening, and your pending withdrawal? Have you had any previous withdrawals?

You also need to ask them simply, without any drama, are they suggesting you were engaging in fraud or other illegal or illicit activities.
You just want a yes or no answer.

What I will say that I guessed this was coming after their reply on here. I will also say, when Videoslots are confident enough to say what they did, they do usually have good reason. Again not making a judgement if they are correct or not, but I'm pretty confident they believe at this point they have strong grounds to do this.

Also, going ballistic at them and hounding them will not help, you need to wait for replies or you will get nowhere. It will be frustrating but pissing them off won't help.

 

[xxxxwildingxxxx]

Just Done that shall wait for a response

What a website absolute shit!

alright. did you use someone else payment details? sorry but we can only guess right now

 

[Bazjones]

@Team.Videoslots is that really acceptable customer service? Not making a judgement on if your decision is correct but his email clearly states the deposits have been refunded, yet live chat clearly saying they haven't? With respect you aren't doing yourselves any favours here, and yet again, it is live chat basically saying they don't know and will have to talk to another department, which is all they seem to do.

@Bazjones What were your total deposits since account opening, and your pending withdrawal? Have you had any previous withdrawals?

You also need to ask them simply, without any drama, are they suggesting you were engaging in fraud or other illegal or illicit activities.
You just want a yes or no answer.

What I will say that I guessed this was coming after their reply on here. I will also say, when Videoslots are confident enough to say what they did, they do usually have good reason. Again not making a judgement if they are correct or not, but I'm pretty confident they believe at this point they have strong grounds to do this.

Also, going ballistic at them and hounding them will not help, you need to wait for replies or you will get nowhere. It will be frustrating but pissing them off won't help.

£1000 in 10k pending withdraw
No previous withdrawals , 1st deposit
1st withdrawal, account fully verified & accepted
In response to the question i asked them exactly what you typed this is there reply photo attached

 

[Bazjones]

 

[Mr Wild]

Hi @Bazjones,

At this point, we can’t help you any further here. We have sent information to you over e-mail. If you wish to proceed with this case at Casinomeister, we recommend you to follow the PAB process.

Otherwise, please follow our complaint process, which you can find in our terms and conditions in paragraph 7.

Best regards,
Team Videoslots

As the rep wrote above. Follow the complaint process in VS terms and conditions or file a PAB. That is your options now.

 

[Bazjones]

alright. did you use someone else payment details? sorry but we can only guess right now

No these guys are absolutely unreal

 

[Bazjones]

As the rep wrote above. Follow the complaint process in VS terms and conditions or file a PAB. That is your options now.

I wish i know how to they wont help me

 

[colinsunderland]

As the rep wrote above. Follow the complaint process in VS terms and conditions or file a PAB. That is your options now.

With respect you told him his deposits had been refunded, now you are saying they haven't. Someone is lying to him.

 

[Kenji85]

@Bazjones

With due respect mate perhaps now is time to let someone more learned than yourself or me for that matter in to help out.


I recommend the PAB process through this website. It @maxd Can help then it's your best avenue to follow. The reason I say this is because you may become increasingly frustrated. It sounds like they are already sick of talking to you in honesty (rightly or wrongly)

Let someone else with the relevant experience do the talking for you and perhaps you'll get your money if you are all above board or at least clarity as to what you did wrong if that's the case. I'm not judging either way mate but your best course of action at this point seems like a PAB.


Good luck either way!

 

[colinsunderland]

I wish i know how to they wont help me

In that case, as Mr Wild says, go though the complaints process with Videoslots, then take it to the ADR.

 

[Mr Wild]

With respect you told him his deposits had been refunded, now you are saying they haven't. Someone is lying to him.

No I told him to file a PAB or follow VS complaint process.
Yes I also believe someone is lying for sure. But regardless of my personal opinions his next option is a complaint process and Im sure all will come to light.

 

[xxxxwildingxxxx]

@Bazjones

With due respect mate perhaps now is time to let someone more learned than yourself or me for that matter in to help out.


I recommend the PAB process through this website. It @maxd Can help then it's your best avenue to follow. The reason I say this is because you may become increasingly frustrated. It sounds like they are already sick of talking to you in honesty (rightly or wrongly)

Let someone else with the relevant experience do the talking for you and perhaps you'll get your money if you are all above board or at least clarity as to what you did wrong if that's the case. I'm not judging either way mate but your best course of action at this point seems like a PAB.


Good luck either way!

@colinsunderland don't you think he should get an understanding of what's happened before he does complaint its not wise to jump into a complaint right away before asking relevant questions i actaully think he should get a better understanding of his situation so he can they make a genuine complaint, because right now how would he even start a complaint

 

[colinsunderland]

No I told him to file a PAB or follow VS complaint process.
Yes I also believe someone is lying for sure. But regardless of my personal opinions his next option is a complaint process and Im sure all will come to light.

You as in Videoslots, not you personally.

 

[Bazjones]

@Bazjones

With due respect mate perhaps now is time to let someone more learned than yourself or me for that matter in to help out.


I recommend the PAB process through this website. It @maxd Can help then it's your best avenue to follow. The reason I say this is because you may become increasingly frustrated. It sounds like they are already sick of talking to you in honesty (rightly or wrongly)

Let someone else with the relevant experience do the talking for you and perhaps you'll get your money if you are all above board or at least clarity as to what you did wrong if that's the case. I'm not judging either way mate but your best course of action at this point seems like a PAB.


Good luck either way!

I think your right thank you ,so i send a message this guy explaining my problem? If so ill go ahead and do that ,appreciate the help

 

[Mr Wild]

You as in Videoslots, not you personally.

If an account is closed, deposited balance available on account will always be refunded to the owner of the payment method used. Depending on situation, in some cases all bets and wins are voided. Then total deposits would be refunded. Like in a case when an self-excluded player manage to play.

Balances would only be held on instructions from NCA.

 

[colinsunderland]

@colinsunderland don't you think he should get an understanding of what's happened before he does complaint its not wise to jump into a complaint right away before asking relevant questions i actaully think he should get a better understanding of his situation so he can they make a genuine complaint, because right now how would he even start a complaint

They aren't going to answer that.
Anyway I'm done on here, I've tried to help, and being ignored doesn't make me want to put any further time or effort into it.
Final thought, if Videoslots believe there has been fraudulent behaviour, for any reason, they will not go into detail, and rightly so. That doesn't mean they have got it right this time (nor that they have got it wrong), however, the best option would be to follow the route I suggested. It will end up there anyway eventually.

 

[Bazjones]

Is it wise to stop sending all my info to these guys? They have all sorts 4 bank statements 5 address letters , 2 selfies passports and drivers l :/ they keep asking me for more

 

[Kenji85]

I think your right thank you ,so i send a message this guy explaining my problem? If so ill go ahead and do that ,appreciate the help

Submit Your Online Casino Complaint - Casinomeister


All the info you need is here.

 

[colinsunderland]

If an account is closed, deposited balance available on account will always be refunded to the owner of the payment method used. Depending on situation, in some cases all bets and wins are voided. Then total deposits would be refunded. Like in a case when an self-excluded player manage to play.

Balances would only be held on instructions from NCA.

I'm aware of that. But he has an email clearly stating his deposits have been refunded. He was then told by live chat his deposits haven't been refunded, that doesn't make Videoslots look good. It might be that the email meant they will be refunded but live chat should have explained that if it were the case.