Resolved Videoslots deactivated account

[amanda2410]

Hi I was wondering if anyone could help me on the 18/12/2023 I had won 5400 on one of the casino games on videoslots I decided to withdraw it but noticed it was taking longer then usual so I spoke to someone on live chat where I was told they was going look into it for me they then told me that I had multiple accounts and they would be looking at this issue that's when I was logged put of my account I tried to log back in but my account was deactivated I then spoke with another person on live chat where i was told that my account was deactivated and the team would be reviewing it as I had multiple accounts I asked them if she could tell me about these multiple accounts as I couldn't remember about opening any other accounts they had told me that there was 2 accounts opened back in 2020 one being my main account which I had used on the 18/12/23 and other account which I never even verified or even deposited money into I have always used my main account which I have deposited and withdrawn from it a fair few times and I've never had a problem with it before so why is it that this wasn't flagged up when I made withdrawals and deposits it is only since I have made that withdrawal for 5400 its became a problem I know now that I have broken one of their terms and conditions but surely the other account should of been deactivated in 2020 after 12 months if its inactive as it states in their terms and conditions its been a month and still no one has got back to me I email videoslots and they tell me the same thing that my account is being reviewed and there's a backlog and to wait to hear from an email from them

 

[KasinoKing]

Hi I was wondering if anyone could help me

on the 18/12/2023 I had won 5400 on one of the casino games on videoslots I decided to withdraw it but noticed it was taking longer then usual, so I spoke to someone on live chat where I was told they was going look into it for me they then told me that I had multiple accounts and they would be looking at this issue.

that's when I was logged put of my account I tried to log back in but my account was deactivated
I then spoke with another person on live chat where i was told that my account was deactivated and the team would be reviewing it as I had multiple accounts.
I asked them if she could tell me about these multiple accounts as I couldn't remember about opening any other accounts. They had told me that there was 2 accounts opened back in 2020, one being my main account which I had used on the 18/12/23 and other account which I never even verified or even deposited money into.

I have always used my main account which I have deposited and withdrawn from it a fair few times and I've never had a problem with it before, so why is it that this wasn't flagged up when I made withdrawals and deposits it is only since I have made that withdrawal for 5400 its became a problem.
I know now that I have broken one of their terms and conditions but surely the other account should of been deactivated in 2020 after 12 months if its inactive as it states in their terms and conditions.
its been a month and still no one has got back to me I email videoslots and they tell me the same thing that my account is being reviewed and there's a backlog and to wait to hear from an email from them

Jeeeze - please use punctuation and carriage returns in your posts!
(I've done it for you this time)

If you are sure you have done nothing wrong, see the Casino Complaints procedure here: Online Casino Complaints
That will tell you what to do to try to resolve the issue yourself, or if that fails, how Max might be able to help you.

KK

 

[GourdFollower]

Hello @amanda2410,

Just a friendly reminder that as you now have an active PAB, our Player Arbitration Policies and Procedures require that you refrain from posting in public while we assist you with your complaint.

Thanks for your cooperation.

Regards,
GourdFollower
Assistant to Max Drayman, Player Arbitration (PAB) Manager, Casinomeister.com

 

[GourdFollower]

Just for a sense of closure for eager readers of this thread: the player did eventually report this issue resolved.