Videoslots delaying payment of £45455.29 withdrawal

D

Deleted member 62980

Guest
Hi @Team.Videoslots

I'm being passed from pillar to post with regards to 5 withdrawals I've processed totalling £45455.29.

I was advised on Saturday that withdrawals never take this long, and still haven't had confirmation of payment and they're just sat pending.

Whenever I speak with live chat they're pleasant but next to useless, just stating the withdrawals have to be reviewed by the payments team and they're unable to give me any idea on timescales.

Just feels to me like you're delaying things to try and not pay me.

Will PM with my details

Sue
 
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Team.Videoslots

Award Winning Casino rep
Joined
Jul 23, 2018
Location
Malta
I'm sorry to hear you've had issues with withdrawals like this. I'd be happy to look into the situation and help out anyway possible.

In order to locate your account I will need to know your account's username or registration e-mail address. I'm going to send you a DM here on CM, so you can send this in private.

Kind regards.
Team Videoslots.
 
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D

Deleted member 62980

Guest
Thanks for getting back so quickly - have PM'd you
 
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Team.Videoslots

Award Winning Casino rep
Joined
Jul 23, 2018
Location
Malta
There are unfortunately nothing new on the situation yet. You will be contacted via e-mail once we can share further information with you.

Kind regards.
Team Videoslots.
 
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D

Deleted member 62980

Guest
@Team.Videoslots Well there is something new. My son who provided me access to his bank accounts for the initial deposits has had a refund for the initial deposits to his bank account.

I deposited £2000 using his bank account, I was advised this was against the terms and conditions and asked to provide a signed letter of consent from him which we provided and I was advised my account would then be unlocked, which it was. I tried to withdraw the £2000 because I didn't want a situation like this to happen, but I was advised the withdrawal was cancelled because I attempted to withdraw funds from my account without a sufficient level of gameplay. This shows that you weren't willing to withdraw the funds because I hadn't played with them, IE that you were happy for me to play with funds deposited using a third party payment method.

I played, and lost these funds.

I then deposited a further £2000, again from my sons account. My account was not blocked, I went ahead to play with these funds and was successful in winning £45455.29.

After this deposit, and first processing the withdrawals I received an email on Sunday confirming that I shouldn't use third party payment transactions in the future as it might result in permanent closure of my account. I completely agreed with this, and confirmed I would no longer deposit with third party funds.

What it looks like to me, is that you were happy for me to play with third party funds while I might lose, but now that I've won you're not happy and have just returned the deposits.

Please advise what is happening as soon as possible. I had already agreed with my son that he would of course be returned the £4000 I deposited. I would even be happy if the entire balance still outstanding to me of £41455.29 were paid to him but it is absolutely not fair that you attempt to withhold these funds.

@Casinomeister @maxd I understand that I shouldn't have used the third party payment method, which I wasn't aware of at the point in time I opened the account (like an idiot not reading the T&C's). But I've provided everything they have asked for, and they were unwilling to allow me to withdraw the initial £2000 simply because I hadn't played it, which was them forcing me to break the T&C's and tacitly confirming they were okay with it considering that they had a signed letter of consent from my son that I was authorised to use his account. Am I able to raise a PAB for this?
 

hogexd

Full Member
Joined
Aug 29, 2022
Location
Cash Cow HQ
didn’t expect such a veteran accredited casino to behave like this. As far as I understand, @Team.Videoslots clearly stated that in your case, it was OKAY to use your son’s bank account, provided that a proof of consent was given to the Casino, which it was.

But all of a sudden it becomes a problem if you happen to win, AND the initial deposits happened to come from another bank account. Funny huh? :laugh:
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
... @Casinomeister @maxd I understand that I shouldn't have used the third party payment method, which I wasn't aware of at the point in time I opened the account (like an idiot not reading the T&C's). But I've provided everything they have asked for, and they were unwilling to allow me to withdraw the initial £2000 simply because I hadn't played it, which was them forcing me to break the T&C's and tacitly confirming they were okay with it considering that they had a signed letter of consent from my son that I was authorised to use his account. Am I able to raise a PAB for this?
Hello,

TBH there isn't much point in a PAB. I say this for two reasons:
  1. Videoslots is obviously already aware of the situation and you'll get your answer from them in due course.
  2. You've openly admitted that for whatever reason you did violate the Terms. Not reading them is no defence, it's your responsibility to do so and you said you had done so when you signed on at the casino.

Generally speaking the purpose of the PAB process is to take an issue to the casino and get them to respond to your case. Also we try to check that the casino's actions are justified. In other words all that is already done so the PAB process would be redundant and unproductive.

It's not totally clear to me but if you have solid proof they said in advance that it was okay to use the 3rd party funding source then that could be useful to you in the following circumstance:

In the case that you don't agree with whatever decision Videoslots comes back to you with my suggestion -- which I'm sure they'll tell you themselves -- is to go back to the Terms and follow the Complaints procedure given there, namely to take your case to their designated ADR. That's pretty much your only option I'm afraid. On the upside if you do have the proof mentioned above you certainly should be able to make a case with the ADR for the return of the deposits.

With another casino we might be able to use some wiggle room to challenge them with your evidence of approval of the 3rd party source, but Videoslots aren't in the habit of reversing themselves once they've made a decision so, as mentioned, the PAB process wouldn't achieve anything and the ADR is your best and only real recourse.
 
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D

Deleted member 62980

Guest
With another casino we might be able to use some wiggle room to challenge them with your evidence of approval of the 3rd party source, but Videoslots aren't in the habit of reversing themselves once they've made a decision so, as mentioned, the PAB process wouldn't achieve anything and the ADR is your best and only real recourse.
They haven't revealed their actual intention to me, I'm simply assuming.

Big shock to me that despite the hypocrisy and lack of ethics behind what they're doing, a casino that no doubt provides RATHER a healthy affiliate fee to this site is portrayed by you as doing nothing wrong.

Will await confirmation on their position and go to the ADR, smearing their image as much as I can along the way.
 

hogexd

Full Member
Joined
Aug 29, 2022
Location
Cash Cow HQ
They haven't revealed their actual intention to me, I'm simply assuming.

Big shock to me that despite the hypocrisy and lack of ethics behind what they're doing, a casino that no doubt provides RATHER a healthy affiliate fee to this site is portrayed by you as doing nothing wrong.

Will await confirmation on their position and go to the ADR, smearing their image as much as I can along the way.
I’d like to think that despite them suddenly having a problem with this 3rd party deposit thing, you keeping yourself cool and professional would be more likely to result in a positive outcome at the end.
 
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interlog

Ueber Meister
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They haven't revealed their actual intention to me, I'm simply assuming.

Big shock to me that despite the hypocrisy and lack of ethics behind what they're doing, a casino that no doubt provides RATHER a healthy affiliate fee to this site is portrayed by you as doing nothing wrong.

Will await confirmation on their position and go to the ADR, smearing their image as much as I can along the way.

I think this is a little harsh as I don't believe Max said that Videoslots didn't do anything wrong?

He was giving you the best advise how to proceed.
 
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D

Deleted member 62980

Guest
I’d like to think that despite them suddenly having a problem with this 3rd party deposit thing, you keeping yourself cool and professional would be more likely to result in a positive outcome at the end.
I’d normally agree, I’m 57 and long gone are the days of me wanting to cause unnecessary aggro.

However when a big dog in an already predatory industry shows signs that indicate they’re happy to take in situation A when it suits but not happy to pay in situation A when it doesn’t suit? That’s got me a little riled., and unless we meet resolution I’ll be sure to make the facts known by all both in legal channels and on sites such as these.
 

hogexd

Full Member
Joined
Aug 29, 2022
Location
Cash Cow HQ
I’d normally agree, I’m 57 and long gone are the days of me wanting to cause unnecessary aggro.

However when a big dog in an already predatory industry shows signs that indicate they’re happy to take in situation A when it suits but not happy to pay in situation A when it doesn’t suit? That’s got me a little riled., and unless we meet resolution I’ll be sure to make the facts known by all both in legal channels and on sites such as these.
Yeah I totally understand the frustration. Hopefully this gets resolved!
 
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D

Deleted member 62980

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Yeah I totally understand the frustration. Hopefully this gets resolved!
I’m in a situation I wouldn’t usually class as fortunate, but being riddled with sarcoma means I have time to spend on this while I’m off sick until I hopefully return to work 😂😂 gives me something to stick my teeth into
 
D

Deleted member 62980

Guest
I think this is a little harsh as I don't believe Max said that Videoslots didn't do anything wrong?

He was giving you the best advise how to proceed.
Understood, the intonation of standing on the side of the casino is there in my eyes though.
 

danofthewibble

Meister Member
Joined
Jan 2, 2018
Location
UK
I don’t think he’s necessarily or implicitly posting on the side of the casino. Simply that there is a clear breach of T&Cs, so you’re going to need to prove they approved this in advance to have a hope of them changing a decision (if they have made a final decision.)

No point giving false hope of him being able to change their decisions - VS are trustworthy, and to them a payout of 45k is small potatoes. There’s lots of reasons why they wouldn’t want to pay out third party winnings to a third party.

Follow their process, and the advice given here, and you may be in luck.
 

Reelsoffun

When it comes to gambling, timing is everything.
Joined
Feb 24, 2018
Location
UK
Seriously when are people going to learn that depositing funds to your own online casino account from another persons bank account never ends well even if the casino has said it is ok! Just don’t do it EVER. There is no justified reason for ever doing it.
 
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goatwack

No deal, tramp
CAG
Joined
Aug 29, 2012
Location
Londonia
I'm just shocked as CM has never seen the likes of these stories before, where people were using other people's funds, accounts and toothbrushes yet somehow seem aghast that this could be deemed as 'slightly suspect'.

Simple fact remains that short of the incredible circumstance in which one finds themselves without so much as a simple bank account of their own, the alpha and omega of the fable is that the red-flagging occurred the moment instalments totalling thousands were paid in using 3rd-parties. At that point it shouldn't even matter if VS said it's 'ok', be it through some tenuous approval email or even a gold-plated certificate of approval.

If there ever was a point to renege on this supposed deposit approval, this'd be it, and they'd be well within their rights to. And if not just simply VS, one'd just as likely see the bank(s) raise a suspicion or two, given all the AML, not to mention RG guidelines they've rammed down people's throats in recent months.

Just the amounts deposited alone doesn't lean heavily towards a happy outcome of any winnings recompense, and their mistake's already been acknowledged. And that, as they say, is that :cool:
 
D

Deleted member 62980

Guest
I'm just shocked as CM has never seen the likes of these stories before, where people were using other people's funds, accounts and toothbrushes yet somehow seem aghast that this could be deemed as 'slightly suspect'.

Simple fact remains that short of the incredible circumstance in which one finds themselves without so much as a simple bank account of their own, the alpha and omega of the fable is that the red-flagging occurred the moment instalments totalling thousands were paid in using 3rd-parties. At that point it shouldn't even matter if VS said it's 'ok', be it through some tenuous approval email or even a gold-plated certificate of approval.

If there ever was a point to renege on this supposed deposit approval, this'd be it, and they'd be well within their rights to. And if not just simply VS, one'd just as likely see the bank(s) raise a suspicion or two, given all the AML, not to mention RG guidelines they've rammed down people's throats in recent months.

Just the amounts deposited alone doesn't lean heavily towards a happy outcome of any winnings recompense, and their mistake's already been acknowledged. And that, as they say, is that :cool:
‘Slightly suspect’ when the person whose account was used for the deposit is someone with whom I share an address, joint account so am financially associated, and have a signed letter of consent incl. selfie with said letter. As to any concerns re money laundering, these could be put to rest.

Having fully read the T&C's which I did have a browse of upon signing up, and figured I must have missed something - I can't see anything that precludes the use of a third party bank account, unless I'm mistaken? Please could somebody show me what I'm missing if I in fact am.

I'm governed by UKGC terms and conditions,(Terms & Conditions for players registered in the UK).

The only terms I can find that would potentially apply are below - my comments in bold

1.12.6. depositing funds using a card which the account holder is not authorised to use.

Deposited funds were made payable by bank transfer via trustly not by card, and I did have the account holders consent so they were authorised as proven by the signed letter of consent with selfie

2.7. Withdrawals from a Player Account are made through payments addressed to the Player or transferred to a bank account held in the name of the Player, as advised to Videoslots by the Player. Videoslots reserves the right to perform enhanced due diligence where a change is requested.

The withdrawals I processed were to a bank account in my name, IE the name of the player

3.5. Videoslots may request documents to verify the identity and/or authorisation to use a specific card and/or other facts provided by the Player before expediting deposits and/or withdrawals. This may cause slight delays.

Again, deposited funds were made payable by bank transfer via trustly not by card, and I did have the account holders consent so they were authorised as proven by the signed letter of consent with selfie

I'm at a loss as to the animosity shown here, given that
a) The casino confirmed in chat that upon receipt of an approved by their verification team letter of consent signed by my son, my account would be unblocked.
b) I believe, though can't say for certainty that I expressed at this point in proceedings that I was happy for my account to be closed and the deposit simply refunded, which was refused
c) Once my account was unblocked, I attempted to withdraw the initial deposit, and this was refused due to the fact I hadn't wagered enough. IE they were happy for me to play with the funds that I had deposited via my sons bank account

I've requested subject access in order that I have the full history in terms of live chat, and system notes available throughout. I am fortunate to have both the time and resource to pursue this and fully intend to do so.

@Team.Videoslots I'm hoping you can help in advising which term(s) if any I am purported to have violated. I know I'm making assumptions here as to the cause of delay in withdrawal, and account closure, but your support staff are not exactly being transparent with me here.
 
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