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

[Bazjones]

Just as i thought, completely stopped me accessing live chat & the last email was have a good weekend barry in other words get lost

@Team.Videoslots you think this is ever going to be resolved or am i best disputing it as fraud?

 

[Gaz237]

Just as i thought, completely stopped me accessing live chat & the last email was have a good weekend barry in other words get lost

@Team.Videoslots you think this is ever going to be resolved or am i best disputing it as fraud?

Not exactly surprising and don't blame them.

 

[irish-ranger]

Just as i thought, completely stopped me accessing live chat & the last email was have a good weekend barry in other words get lost

@Team.Videoslots you think this is ever going to be resolved or am i best disputing it as fraud?

Do not go the fraud route as u will end up with a, cifs marker on your credit file and u can say goodbye to the all things credit related including car insurance..

 

[Bazjones]

Not exactly surprising and don't blame them.

Lol you dont blame them for not replying to a customer they owe a balance too?

Put your feet in my shoes , i bet you wouldn't be saying that

 

[Mr_Slot5]

I mean even with suspicions they could always just pay him and close the account and cease all future relations? Seems like the least stressful route for all concerned?

Maybe I’m thinking too logically.

 

[Team.Videoslots]

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

 

[colinsunderland]

Not exactly surprising and don't blame them.

Lol you dont blame them for not replying to a customer they owe a balance too?

Put your feet in my shoes , i bet you wouldn't be saying that

You were warned not to hassle them too much. You said you had sent 60 emails in a few days, then changed it to not 60, but a lot. You are obviously on live chat multiple times a day from your screenshots. They have told you you have to wait, yet still you go back, which causes the problem of other customers having to wait. It was obvious what would happen if you continued.

Your last post said last night

Ill leave them in peace to do whatever they gotta do and hope for the best!

Yet 12 hours later you find out you are banned from live chat, how do you know that if you weren't going onto speak to them again?

 

[colinsunderland]

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

Here we go......

 

[Bazjones]

I mean even with suspicions they could always just pay him and close the account and cease all future relations? Seems like the least stressful route for all concerned?

Maybe I’m thinking too logically.

Your right close it and withdraw if any concerns but they wont do nothing
Accounts fully verified top too bottom
1. Photo ID
2. Proof of Address
4. Proof of payments/ deposits earnings
5. Selifie holding ID and phone number phone bill

I dont get them i used playzee won 16k 1st deposit paid out within 30min no verification
Used sun vegas won 11k paid out in 30min no verification

Any negativity on here is low roller guys 20p spins looking for likes

i only want a sensible reply from them thats all i ask

 

[Bazjones]

You were warned not to hassle them too much. You said you had sent 60 emails in a few days, then changed it to not 60, but a lot. You are obviously on live chat multiple times a day from your screenshots. They have told you you have to wait, yet still you go back, which causes the problem of other customers having to wait. It was obvious what would happen if you continued.

Your last post said last night

Ill leave them in peace to do whatever they gotta do and hope for the best!

Yet 12 hours later you find out you are banned from live chat, how do you know that if you weren't going onto speak to them again?

I did say that i would leave them in peace and i did ,they contacted me at 5 this morning and 9 this morning
So i went on chat to reply

 

[Bazjones]

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

@Team.Videoslots
There is no email other than repeat emails asking constantly for ID that you already have and verified.
If there was an email or any sign of positive i wouldn't be on here posting

 

[Mr_Slot5]

Your right close it and withdraw if any concerns but they wont do nothing
Accounts fully verified top too bottom
1. Photo ID
2. Proof of Address
4. Proof of payments/ deposits earnings
5. Selifie holding ID and phone number phone bill

I dont get them i used playzee won 16k 1st deposit paid out within 30min no verification
Used sun vegas won 11k paid out in 30min no verification

Any negativity on here is low roller guys 20p spins looking for likes

i only want a sensible reply from them thats all i ask

Well I don’t know the ins and outs of your story and we only have what you’ve written on here to go off. However, if they have legitimate suspicions then really they should report to the relevant fraud agencies, it’ll be up to them then whether you get your cash or not.

If they don’t have any genuine suspicions then you should be paid, with VS free to close your account thereafter if they so wish.

As long as you’ve broken no casino terms and conditions, the money will need to be paid out eventually.

VS are a good casino so I’m 100% sure they’ll take the correct course of action when all said and done.

 

[colinsunderland]

I did say that i would leave them in peace and i did ,they contacted me at 5 this morning and 9 this morning
So i went on chat to reply

And only giving little bits of info doesn't help anyone help you. Instead of saying people are being negative because they are low rollers, if you explained exactly what was going on, people might be able to help.
What did they contact you at 5am and 9am for?

 

[Bazjones]

They contacted asking for a selfie holding my id this was provided already and verified on the 24th
The came back and asked the same thing
I provided this anyways and it was approved again yet nothing happened

 

[Bazjones]

And only giving little bits of info doesn't help anyone help you. Instead of saying people are being negative because they are low rollers, if you explained exactly what was going on, people might be able to help.
What did they contact you at 5am and 9am for?

All i want is a sensible reply from them literally something to say what is going on
That's all i am asking i dont care how long a with withdrawal takes i just want to know whats going on
If they told me this it this rant would be over

 

[Bazjones]

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

 

[xxxxwildingxxxx]

well we have absolute no idea whats going on because the guy is not being honest it seems

 

[Bazjones]

Nothing was going on , i deposited , played , gave them my ID was verified won 10k then problem's started

 

[xxxxwildingxxxx]

well baz they cant just void your winnings lets help you but you need to give all details if you hold back any there no way anyone could help you, and im sure others can advise if they know whats going on, as it stands you haven't done anything wrong so why have they voided winnings and give deposits back they must of said why, so until you mention why we can only guess which doesn't help you, because this doesn't make any sense, if you dont know why you need to ask relevant questions you cant have winning voided for no reason

 

[Bazjones]

In other words they can choose to play fair or choose to play dirty

Videoslots reserves the right, at its own discretion, to:

1.14.1. refuse the opening of a Player Account or to close an existing Player Account;

1.14.2. refuse deposits without any explanation, provided that any wagers, or if winnings already made, will be honoured by Videoslots as long as these were not acquired by fraud or other illegal or illicit means; and/or

1.14.3. suspend or cancel the Player Account, at Videoslots’ own discretion, from promotional activities, competitions or other services.

 

[xxxxwildingxxxx]

from what i can only guess baz is that you had a second account and took a bonus? and thats how you made your winnings

 

[Bazjones]

well baz they cant just void your winnings lets help you but you need to give all details if you hold back any there no way anyone could help you, and im sure others can advise if they know whats going on, as it stands you haven't done anything wrong so why have they voided winnings and give deposits back they must of said why, so until you mention why we can only guess which doesn't help you, because this doesn't make any sense, if you dont know why you need to ask relevant questions you cant have winning voided for no reason

Trust me im trying to get anwsers im confused with this shit

 

[Bazjones]

from what i can only guess baz is that you had a second account and took a bonus? and thats how you made your winnings

No second account and no bonus
Im been honest here

 

[xxxxwildingxxxx]

baz well you need some help then with this doesn't seem right from what you've mentioned i see no reason your winnings should be voided

 

[Bazjones]

Does this make any sense at all to you

 

[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.