Videoslots - another SOW and disabled acc

[jasonuk]

It's now obvious in my view, that in order to avoid any chance of fines, they are making impossible requests whenever UK players reach a certain threshold, knowing that no one will be able to comply.

This is rogue like behaviour, and is not in line with the sense of fair play casinomeister stands for.

Is there anyone that can get this situation drawn to the attention of someone in the ukgc or anywhere that may be able to point to some guidelines or rules that stop such unfair behaviour?

On the contrary, the UKGC CDD/AML guidance enables such behaviour. It would only be rogue-like if they ran off with the money - you should be able to withdraw, but only once the process has concluded successfully or unsuccessfully.

I know for a start they shouldn't allow deposits but not withdrawals according to the UKGC, must be lots of other rules and guidance this is going against?. Or is it all one sided.

A common misconception - they should not unduly delay withdrawals. The UKGC CDD/AML guidance restricts withdrawals only - it should restrict deposits and play also given the anti-freeroll nature but the UKGC haven't imposed that restriction, which I agree is somewhat predatory.

This is way beyond any SOW requirement, and with the added insult of them disabling my play, not returning deposits etc, without even being given a chance to comply is despicable.

The procedures are some of the most talked about headaches in UKGC-regulated gambling right now, and remember the UKGC have to operate within the existing KYC/AML financial framework. We have to remember that a considerable amount of fraud takes place in the gambling space, on all sides, so checks do need to happen - whether in the way they are currently being performed is another question.

 

[mcgameboy]

Hi @threerandomwords345 ,

Hope you are doing well,

We are sorry you feel that way, we hope you understand that we have certain requirements and obligations to fulfill which include doing SOW checks, we understand this process can be vexing and we likewise wish nothing more for such processes to be finished swiftly, it isn't in our interest to drag things out also, and we hope for this matter to be resolved soon.

Due to the sensitivity of the matter we likewise hope you understand we will not discuss matters relating to your account on the public forum, although we will continue to keep you updated with any new developments regarding your account as we already promised.

Kind Regards,
Team Videoslots.

"We are sorry you feel that way".

Probably the most insincere seven word phrase ever uttered in history. You aren't even remotely sorry.
A complete non-apology that is worthless, toxic and gaslighting in equal measures.

I am SOOOOOO glad I dodged a bullet after signing up to your casinos EIGHT YEARS ago.
Never deposited a single dime at your reprehensible clip joint.
Best decision I ever made in 12 years of online gambling.
You are no better than a backstreet bookie who is all too happy to take the bet, but then welches when it is time to pay out.

How members (who really should know better) on this forum still think you are the best casino out there (after all of the plentiful dickmoves that you have pulled over the years...all while hiding behind the smokescreen that is regulations) completely baffles me.

You give accredited casinos a bad name.

 

[Alisa77]

Hello,

I think this is really unfair, thoughts?.

I am a pensioner, and have had a Videoslots account for many years, I have completed a SOW and all other verification previously.. I had no problems with my account.

Last week out of nowhere I received another SOW request... Extremely open ended.. I was told I had 30 days to comply...

Turns out they had immediately removed my ability to withdraw. and stopped all my gameplay functionality... What's more I couldn't even play my free spins I had earned, or play in freerolls!.

They allowed me to make a deposit, but will not even allow me to withdraw my small deposit I made.

I understand in the gaming commissions rules they should not allow deposits but then deny withdrawals.

But most of all this is really unfair, there was no need to immediately and without warning cutoff all account access, without allowing time to comply...

Now I have a near impossible list of SOW requests to comply with, and have to run around trying to gather documentation to prove the source of every transaction over the last six months ... Including paysafe... Which is bought with cash... Are there any rules that state SOW requests must be reasonable?.

This is just a really unpleasant way to deal with a long time customer. Very disappointed

I heard that UKGC are going to ban people 65+ from all online casinos, not sue when this rule is going to be implemented though….

 

[Jono777]

I heard that UKGC are going to ban people 65+ from all online casinos, not sue when this rule is going to be implemented though….

WTF???

Fits right in with the other sensible UKGC rules we have to put up with though I suppose

Quite a bit off that age for now but should I still be playing in a few years, glad I had kids now

 

[spoo42]

Wasn't that an April fool post on here somewhere? lol

 

[Alisa77]

Wasn't that an April fool post on here somewhere? lol

I hope it was! Really shite joke if it was for April fool’s … even though I am FAR from pensioner age ?

Seeing this post made me wonder.. I’m curious to see how this pans out.

 

[Jasminebed]

Threerandomwords, If I were you I'd close my account. Then they have to either pay your balance or turn it over to the AML governing body for investigation.

I am sorry to hear you are not well. You really don't need this stress.

There has been more than one player it has happened to, and those of us on CM is only a very small number of players.

There are plenty of reputable casinos out there.

 

[dogshead247]

Well guys I'm afraid that this casino I have been a very loyal player for over 10 years with what was very regular deposits small and large stake sessions has gone what appears to be very rogue In my personal opinion.

Last night I deposited for the first time in a long time. I self excluded for a while. I'm not sure for how long but they and Mr. Vegas continued to send me promotional emails which breached U.K.G.C regulation.

After the first winning session in a very long while I attempted a withdrawal and was asked to verify my latest deposit method. Debit card so I took the photo and the videoslots website would not upload the document. I tried 2-3 times and was force logged out of my account. I moved to a desktop thinking it may be an issue with my tablet. I put my correct password in and was rejected. 4 more attempts left before the account gets locked. I put the password in 3 more times 4 total and still rejected. So I chose the forgot password option to reset to save my account being frozen. I reset my password logged in and again attempted to upload my document. Again I was force logged out.

This time after attempting to log back in immediately on the first password attempt I'm greeted with a message that multiple failed password attempts my account was locked. So I take to chat and explain what just happened. I'm informed that it's a technical error and to overcome clear cookies, cache etc and there was no block on the account. I did this and the result was the same so I explained that my document would not upload and this culminated in everything after. So live chat support took the upload successfully and forwarded the case to the technical team and requested a manual withdrawal. Now this is where things get really interesting. After hours of waiting and no communication or funds received I start emailing support with updates and get told my account locked because of multiple failed attempts to login and I have to wait 24 hours before I can gain access. Well I already established that this wasn't true so tried to log in after informing them that this was already established. Only this time when input the correct password I'm greeted with message saying my account is deactivated. Now a deactivated account and a locked account are two separate things by far.

So again through all of today I'm emailing my disgust and still chasing up my withdrawal which I still haven't received over 24 hours later.

To what I expected to be their next move I was right at 11/10/24 - 01:25 UTC I would be able to access my account. Well I spoke with live chat support at 11/10/24 - 01:26 UTC and get told that I cannot access my account for another 8 hours because their excuse was the technical team attempted to manually access it and the timer was reset. Now by this time I'm totally annoyed because it's been constant lie after lie and they really want me to believe what's going on is user error etc. They are playing very dirty and using and abusing every tool in their arsenal to withhold funds and the latest is another. When I asked for the chat transcript I'm having to put in a data access request because of GDPR. What the hell has the UK become because it's no secret politicians have shares and stakes in offshore casinos and things are being weaponised against us.

I'm not sure what else to say really other than I feel for every other U.K player experiencing similar issues.

Be vigilant guys and safe gambling.

P.S this may seem an extreme rant but I feel victim to theft from smart live casino back in the day and headed up and investigation into the fraud they committed and proved how they did it and submitted all the evidence to the UKGC and action fraud who completely ignored it and the CEO stole over 9 million from UK players. So yeah when casinos start shit like this it kinds sends red flags!

 

[Team.Videoslots]

Well guys I'm afraid that this casino I have been a very loyal player for over 10 years with what was very regular deposits small and large stake sessions has gone what appears to be very rogue In my personal opinion.

Last night I deposited for the first time in a long time. I self excluded for a while. I'm not sure for how long but they and Mr. Vegas continued to send me promotional emails which breached U.K.G.C regulation.

After the first winning session in a very long while I attempted a withdrawal and was asked to verify my latest deposit method. Debit card so I took the photo and the videoslots website would not upload the document. I tried 2-3 times and was force logged out of my account. I moved to a desktop thinking it may be an issue with my tablet. I put my correct password in and was rejected. 4 more attempts left before the account gets locked. I put the password in 3 more times 4 total and still rejected. So I chose the forgot password option to reset to save my account being frozen. I reset my password logged in and again attempted to upload my document. Again I was force logged out.

This time after attempting to log back in immediately on the first password attempt I'm greeted with a message that multiple failed password attempts my account was locked. So I take to chat and explain what just happened. I'm informed that it's a technical error and to overcome clear cookies, cache etc and there was no block on the account. I did this and the result was the same so I explained that my document would not upload and this culminated in everything after. So live chat support took the upload successfully and forwarded the case to the technical team and requested a manual withdrawal. Now this is where things get really interesting. After hours of waiting and no communication or funds received I start emailing support with updates and get told my account locked because of multiple failed attempts to login and I have to wait 24 hours before I can gain access. Well I already established that this wasn't true so tried to log in after informing them that this was already established. Only this time when input the correct password I'm greeted with message saying my account is deactivated. Now a deactivated account and a locked account are two separate things by far.

So again through all of today I'm emailing my disgust and still chasing up my withdrawal which I still haven't received over 24 hours later.

To what I expected to be their next move I was right at 11/10/24 - 01:25 UTC I would be able to access my account. Well I spoke with live chat support at 11/10/24 - 01:26 UTC and get told that I cannot access my account for another 8 hours because their excuse was the technical team attempted to manually access it and the timer was reset. Now by this time I'm totally annoyed because it's been constant lie after lie and they really want me to believe what's going on is user error etc. They are playing very dirty and using and abusing every tool in their arsenal to withhold funds and the latest is another. When I asked for the chat transcript I'm having to put in a data access request because of GDPR. What the hell has the UK become because it's no secret politicians have shares and stakes in offshore casinos and things are being weaponised against us.

I'm not sure what else to say really other than I feel for every other U.K player experiencing similar issues.

Be vigilant guys and safe gambling.

P.S this may seem an extreme rant but I feel victim to theft from smart live casino back in the day and headed up and investigation into the fraud they committed and proved how they did it and submitted all the evidence to the UKGC and action fraud who completely ignored it and the CEO stole over 9 million from UK players. So yeah when casinos start shit like this it kinds sends red flags!

Hi @dogshead247 ,

Thank you for contacting us with your concerns.

We have recently sent you an email outlining the steps taken regarding your account and the decisions made.

We appreciate your patience throughout this process. Please review the email for detailed information. If you have any further questions, please reply to the email, and our team will be happy to assist you.

Have a great weekend.

Kind regards,
Team Videoslots