Agricola_NMS
Registered
- Joined
- Sep 5, 2020
- Location
- uk
On December 1st, 2nd, and 3rd of this month - I made a single deposit of £10 to @videoslots.com. I went on to win over £700. Still, on 03 December, I tried to withdraw £600 but was told my documents needed verification. I was surprised by this as I had already had all documents and checks verified, but my ID had expired. I checked my driving licence and it expired on 01 December 24. chat support, then give a generic response I need to have valid documents.
I then sent an email to support explaining the situation, and that they were in breach of UKGC rules, which state I do not need to be verified for withdrawal and pointed out that they allowed me to deposit after my ID had expired. The submission stated they would reply in 24 hours, but I did not receive a reply. I contacted chat support who told me a reply was sent and they copied it. it read:
Our team did reply to you on the same day of the email, but since you have reached a number of threshold of deposits and withdrawals we have to verify the player by law. If the document is expired we would need to have it re-verified. Without it you or us cannot action the withdrawal.
The chat advisor then told me : It is up to the player to stay verified once this threshold is reached, the system informed you of it when you did try to withdraw so that you can update it. But you can take any external action you desire.
This confuses things even more. What thresholds are they talking about? I have set my own limits on deposits and surely can not set thresholds on winnings. What is also hypocritical is why the system didn't warn me when I made a deposit.
I have tested the system again and was allowed to make another £10 deposit today, 6th December 24. This is farcical. If video slots were concerned about legal issues, then they should not allow me to deposit and play by giving the pop-up message that my ID has expired, and I can not proceed.
All I want is my £600, and UKGC makes it clear they can not force me to provide a valid ID. As I only have a provisional driving licence, I will have to apply by post, which could take months. I just find the whole situation unethical and underhanded. It's not as if they can't afford £600; it's not like I am asking for 6 million.
Thanks.
I then sent an email to support explaining the situation, and that they were in breach of UKGC rules, which state I do not need to be verified for withdrawal and pointed out that they allowed me to deposit after my ID had expired. The submission stated they would reply in 24 hours, but I did not receive a reply. I contacted chat support who told me a reply was sent and they copied it. it read:
Our team did reply to you on the same day of the email, but since you have reached a number of threshold of deposits and withdrawals we have to verify the player by law. If the document is expired we would need to have it re-verified. Without it you or us cannot action the withdrawal.
The chat advisor then told me : It is up to the player to stay verified once this threshold is reached, the system informed you of it when you did try to withdraw so that you can update it. But you can take any external action you desire.
This confuses things even more. What thresholds are they talking about? I have set my own limits on deposits and surely can not set thresholds on winnings. What is also hypocritical is why the system didn't warn me when I made a deposit.
I have tested the system again and was allowed to make another £10 deposit today, 6th December 24. This is farcical. If video slots were concerned about legal issues, then they should not allow me to deposit and play by giving the pop-up message that my ID has expired, and I can not proceed.
All I want is my £600, and UKGC makes it clear they can not force me to provide a valid ID. As I only have a provisional driving licence, I will have to apply by post, which could take months. I just find the whole situation unethical and underhanded. It's not as if they can't afford £600; it's not like I am asking for 6 million.
Thanks.
