Videoslot serious breach

ReactZzHDx

Newbie member
PABaccred
Joined
Jan 16, 2022
Location
UK
Hello Everyone,

I want to make you aware of serious breech in Videoslots not following the policy held by the gambling commission.

  1. Licensees must obtain and verify information in order to establish the identity of a customer before that customer is permitted to gamble. Information must include, but is not restricted to, the customer’s name, address and date of birth.
  2. A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation.
  3. Before permitting a customer to deposit funds, licensees should inform customers what types of identity documents or other information the licensee may need the customer to provide, the circumstances in which such information might be required, and the form and manner in which such information should be provided.
  4. Licensees must take reasonable steps to ensure that the information they hold on a customer’s identity remains accurate.
for 7 weeks I have been fighting with Videoslots to get my money back and through all the complaint they have just been telling me to wait. please please don't play with them, you are risking your money. after getting my money back they have shut my account down. they are not profession one bit and the customer service is the worse then I have experienced. if you want any proof please contact me. 7 weeks of waiting after sending everything.
 
I could not agree with you more, I am into my third week now and still no withdrawal.

They have several problems - Firstly, they have completely isolated the important points of contact. When you email/live chat, you get a standard help desk worker who are ordered to provide generic information. You can't get any conversation going with anyone working on your case.

Team communication is non-existent. All I am ever told is that I need to wait for a response, this has already been ongoing for 3 weeks, how much longer do I wait? I ask them how long will it take, they can't provide an answer. I mean it is really not that difficult. If I have a colleague working on a project and I need them to work with me on something after, I can ask them a simple question when will you be finished and they would provide me an answer. How difficult can it be to get a timescale. I see from a previous complainer that there is a queue system, but when I asked what position I am in this queue, they can't answer.

Another problem is that they are blatantly lying to customers. They give you no choice but to provide documentation. They wanted my bank statements to show ALL transactions, even if it had nothing to do with our business. Two bits I refused to provide them with was they wanted business contracts and rent agreements. I am not showing them documentation that involves a third party. What they are doing here is in total disregard of GDPR policies.

Additionally, they are not following UKGC regulations. Lets take this for instance:

Gambling businesses cannot demand that a customer submits further information as a condition of withdrawing funds if they could have reasonably asked for that information earlier.

So they are delaying the withdrawing of funds for a SOW/SOF check which is fine. But what does it mean if it could have reasonably been asked for that information earlier? Well,

Casino operators – including online casino businesses that provide slot games, roulette, poker, or Blackjack etc - must also apply customer due diligence (CDD) measures, including where any transaction amounts to the equivalent of €2,000 or more. The amount is set in Euros because the requirement comes from European law on money laundering. For British customers gambling in pounds sterling, gambling businesses will take account of the pounds sterling equivalent. This rule applies to a single transaction and where several transactions appear to be linked. Deposits to a gambling account and the withdrawal of funds from a gambling account are both classed as transactions. This means that where a transaction (or several transactions that are linked) on your account amounts to the equivalent of €2000, the casino may ask you for further information as part of its legal duties.

So 2000 euro is the trigger amount. Last year in deposits alone I was over 70k. From 1st December 2021 to early January, my deposits were over 12k. So I would say I hit the threshold a long time ago, so this information could have been requested months ago.

Information in bold above is from a thread on this forum which involved a reply directly from UKGC.

I already know the outcome, I am going to wait longer and then they are going to close my account. I have already raised a formal complaint with them and will seek further information. I have been in constant communication with their rep on here this whole time and although they have been responsive, no resolution or acceptable answers have been provided.

But this is a serious issue for not just me, but for many people, and it should be investigated. I just wanted to get my experience so far online so people can really see all the issues Videoslots are causing.

Thanks
 
As well as closing your accounts, report them to the UKGC at the same time .
Apparently the UKGC have recently been ruled not fit for purpose.

Remains to be seen what the upshot of this is but hopefully it will spell the end of withdrawals being held back for 90% of people.
 
Dear all,

I appreciate you raising your concerns here. This being said, each Source of Wealth/Documents case can be different from the next and the waiting time can depend on case specific things (need for further documentation/insufficient documentation) and therefor it's not possible for us to through here judge exactly what is going on with each of your cases.

Your issues will be dealt with, but separately so. This being said, I want to thank you for raising this to us in here.

Kind regards,
Team Videoslots
 
That does not give you ground for holding withdrawals to ransom. I am still waiting for mine, coming up to 4 weeks. It also does not address the fact that you are failing to comply to UKGC regulations. I would say that you could have easily asked for my documentation at an earlier time, considering I deposited over 70k last year. I thought the threshold was 2k?
 
FTR: thread title changed to avoid confusion with official Casinomeister Warnings.
 
Dear all,

I appreciate you raising your concerns here. This being said, each Source of Wealth/Documents case can be different from the next and the waiting time can depend on case specific things (need for further documentation/insufficient documentation) and therefor it's not possible for us to through here judge exactly what is going on with each of your cases.

Your issues will be dealt with, but separately so. This being said, I want to thank you for raising this to us in here.

Kind regards,
Team Videoslots
I like how your telling everyone the same thing, and you have avoided the subject of not complying with the policy of stopping everyones withdrawal, but still allowing them to deposit. its clearly written in the policy yet you keep avoiding the topic, because you know Videoslots have broken serious rules.
 

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