ATTN: Casino Rep Videoslots / Gamstop - False Promises and Deposits Witheld

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
Hi guys,

Unfortunately, I don't have any further information about this. OP self-excluded with GameStop, he needs to speak to them why they gave him wrong information about which operators supported their services at the time. They do have live chat and e-mail support 7 days a week.

@beb067 this case is from before we supported GameStop.

Br,
Daniel.

So did your customer service surely? Why didn't they tell him (or Richy) you weren't working with Gamstop, rather than telling him you would refund his deposits?

I still don't understand why you discussed this case with Gamstop if you had no working relationship with them at the time, nor how it isn't a breach of the DPA to do so?

Also, if Gamstop weren't in any agreement or relationship with you at that point in time, why exactly are they allowed to tell you not to refund after your decision had already been made? That makes no sense at all to me.
 

bebo67

Ueber Meister
PABnonaccred
MM
Joined
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Location
Ontario Canada
Hi guys,

Unfortunately, I don't have any further information about this. OP self-excluded with GameStop, he needs to speak to them why they gave him wrong information about which operators supported their services at the time. They do have live chat and e-mail support 7 days a week.

@beb067 this case is from before we supported GameStop.

Br,
Daniel.
Ok. His first post said 4 weeks and received an e-mail June 3rd. I guess only he can prove his deposit dates, outside you guys. Thanks for clarifying.
 

bebo67

Ueber Meister
PABnonaccred
MM
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Ontario Canada
The date itself is adding up. OP SE via Gamstop on April when VS didn't have any relationship with Gamstop which means it is Gamstop's fault that to notify OP that SE was successful.

I think the issue is why OP got the letter to say the deposit will be refunded, normally that kind of letter is sent after the final decision is made? I would be absolutely on VS side if VS rejected the refund first place, but saying "We will refund you" and change the word is not good.
VS should take responsibility for their letter to promise to refund the deposit.
I think management had to do the final okay, and they were ultimately the final decision makers. Its too bad.
 

bebo67

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MM
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The date itself is adding up. OP SE via Gamstop on April when VS didn't have any relationship with Gamstop which means it is Gamstop's fault to notify OP that SE was successful.

I think the issue is why OP got the letter to say the deposit will be refunded, normally that kind of letter is sent after the final decision is made? I would be absolutely on VS side if VS rejected the refund first place, but saying "We will refund you" and change the word is not good.
VS should take responsibility for their letter to promise to refund the deposit.
Omg. I must be going blind. Where does it say April?
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
I think management had to do the final okay, and they were ultimately the final decision makers. Its too bad.

Not according to Dan, he stated GamStop refused the refund. A company they had no relationship with at the time. Wonder if I tell them they have to refund all my deposits they will do as I say, as I am someone who has no legal relationship with them that would allow me to do that either.

I bet I would win this in a court. Customer service clearly stated a refund would be made, not subject to final approval or anything. The refund should have been done as promised.
 

dkh09

Dormant Account
PABaccred
Joined
Mar 3, 2017
Location
UK
Thanks all for your input on this.

I have a few questions:

1. You keep mentioning that you had no relationship with Gamstop in April (my case was 30 April - apparently you’re about to go live with them) - why wasn’t this mentioned in Richie’s thread then?

2. For the avoidance of doubt here is my very clear message to Support on 30/04/2018 14:19

Title: Self exclusion - urgent

“I have self excluded via Gamstop but I have been able to make lots and lots
of transactions to you since this morning. I have not been able to do this
anywhere but VS. Obviously, the nature of the SE is because it is having a
serious effect on my life and as such, I have put all of my funds into your
casino again and I now cannot live.



Instead of going to my bank or GC with this self exclusion story can I ask
for you to please return the funds that I have deposited since being SE
from your website this morning?”

Response from Videoslots Support 30/04/2018 16:03

“thank you for contacting our support.

I have now sent this further to the relevant department.
They will contact you again via email.

If you would have anything else that you are wondering about, just contact us again. We are available 24/7 for your convenience.
Have a great day.”

3. Why did you have to complete ‘an internal investigation’ (that took one month?) to identify that I SE via Gamstop - you knew this from the initial email (above)?

4. Why was I told that I would be refunded?

5. Do you really think this is the right thing to do in this scenario?

I’m the first person to rate VS - it was my favourite Casino bar none. But it’s not all about fast withdrawals and game choice (well, not completely) - it’s also about how you deal with sensitive situations like this especially when you’re in the public domain.

Do you right thing - you’re still in a good position from my deposits/withdrawals
 

dkh09

Dormant Account
PABaccred
Joined
Mar 3, 2017
Location
UK
Also - the email I got back on 30/04 was the only contact from Videoslots until over 2 weeks later on 10/05 when I chased them for a response:


thank you for your email.

I apologize for the waiting time, the matter is still being investigated and until now I do not have any updates for you in this case.

As soon as there are any news, we will contact you immediately via email”
 

bebo67

Ueber Meister
PABnonaccred
MM
Joined
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Location
Ontario Canada
Not according to Dan, he stated GamStop refused the refund. A company they had no relationship with at the time. Wonder if I tell them they have to refund all my deposits they will do as I say, as I am someone who has no legal relationship with them that would allow me to do that either.

I bet I would win this in a court. Customer service clearly stated a refund would be made, not subject to final approval or anything. The refund should have been done as promised.
I have to stop multi-tasking. I miss key points! And I took speed reading in College with a 95% comprehension :rolleyes:
 

nikantw

Banned User
Joined
Jan 28, 2011
Location
EU
After all this info and some more, it doesn't look good for anybody (OP, VS, gamstop).

OP: SE on gamsstop right after launch and immediately tried to deposit at every casino. And the email sent to VS is .....
VS: A month to say they will refund?! Then blame gamstop and no refund? They can do better than this. I suspect they got "attacked" by a lot of freeloaders but they should have seen that coming.
Gamstop: Useless product full of loopholes and ridiculous terms.
 

bebo67

Ueber Meister
PABnonaccred
MM
Joined
Jun 22, 2013
Location
Ontario Canada
Thanks all for your input on this.

I have a few questions:

1. You keep mentioning that you had no relationship with Gamstop in April (my case was 30 April - apparently you’re about to go live with them) - why wasn’t this mentioned in Richie’s thread then?

2. For the avoidance of doubt here is my very clear message to Support on 30/04/2018 14:19

Title: Self exclusion - urgent

“I have self excluded via Gamstop but I have been able to make lots and lots
of transactions to you since this morning. I have not been able to do this
anywhere but VS. Obviously, the nature of the SE is because it is having a
serious effect on my life and as such, I have put all of my funds into your
casino again and I now cannot live.



Instead of going to my bank or GC with this self exclusion story can I ask
for you to please return the funds that I have deposited since being SE
from your website this morning?”

Response from Videoslots Support 30/04/2018 16:03

“thank you for contacting our support.

I have now sent this further to the relevant department.
They will contact you again via email.

If you would have anything else that you are wondering about, just contact us again. We are available 24/7 for your convenience.
Have a great day.”

3. Why did you have to complete ‘an internal investigation’ (that took one month?) to identify that I SE via Gamstop - you knew this from the initial email (above)?

4. Why was I told that I would be refunded?

5. Do you really think this is the right thing to do in this scenario?

I’m the first person to rate VS - it was my favourite Casino bar none. But it’s not all about fast withdrawals and game choice (well, not completely) - it’s also about how you deal with sensitive situations like this especially when you’re in the public domain.

Do you right thing - you’re still in a good position from my deposits/withdrawals
Hi,

My recommendation to the OP is to do a PAB and we will honor the outcome.

Br,
Daniel.
 

bebo67

Ueber Meister
PABnonaccred
MM
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Jun 22, 2013
Location
Ontario Canada
After all this info and some more, it doesn't look good for anybody (OP, VS, gamstop).

OP: SE on gamsstop right after launch and immediately tried to deposit at every casino. And the email sent to VS is .....
VS: A month to say they will refund?! Then blame gamstop and no refund? They can do better than this. I suspect they got "attacked" by a lot of freeloaders but they should have seen that coming.
Gamstop: Useless product full of loopholes and ridiculous terms.
Im usually the one that gets on peoples butts over not taking responsibility for their actions, But in the case, he was getting e-mails from VS, and thought " hmmmm, I wonder?" And the rest is history.
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
Hi,

My recommendation to the OP is to do a PAB and we will honor the outcome.

Br,
Daniel.

Yet you fail to answer a single question put to you?
Again, why are you sharing customer data with a third party company you apparently had no relationship with, and why can they dictate to you how to handle customer complaints?

OP start a PAB then don't post any more on the matter.
 

Dan.Videoslots

Dormant account
Joined
Apr 15, 2015
Location
Malta
Hi,

We have not shared any personal data with them. We have questioned them about how they can promote us on their website without our knowledge and how they wish to proceed with player complaints.
They have only referred to their terms that its the players responsibility not to gamble on any sites after self-excluding with them and that they don't offer refunds.
Their terms are available on their website if you wish to read them.

Br,
Daniel.
 

nikantw

Banned User
Joined
Jan 28, 2011
Location
EU
Im usually the one that gets on peoples butts over not taking responsibility for their actions, But in the case, he was getting e-mails from VS, and thought " hmmmm, I wonder?" And the rest is history.

The thing that made me say it was this:

"I have self excluded via Gamstop but I have been able to make lots and lots of transactions to you since this morning. I have not been able to do this anywhere but VS"

That means OP tried to deposit at every casino.
And there are some other things....
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
Hi,

We have not shared any personal data with them. We have questioned them about how they can promote us on their website without our knowledge and how they wish to proceed with player complaints.
They have only referred to their terms that its the players responsibility not to gamble on any sites after self-excluding with them and that they don't offer refunds.
Their terms are available on their website if you wish to read them.

Br,
Daniel.

You stated in an email that you would refund the deposits, your reasoning for changing your mind was

This means that they have declined the request for the refund we made.

Why would they refund when it was your decision and they had no agreement with you at that time?

If there was no agreement with you at that point then the decision was solely yours, and the decision was that you would refund.
 

bebo67

Ueber Meister
PABnonaccred
MM
Joined
Jun 22, 2013
Location
Ontario Canada
Yet you fail to answer a single question put to you?
Again, why are you sharing customer data with a third party company you apparently had no relationship with, and why can they dictate to you how to handle customer complaints?

OP start a PAB then don't post any more on the matter.
Because he has no authority on it. He is just the messanger.
You stated in an email that you would refund the deposits, your reasoning for changing your mind was

This means that they have declined the request for the refund we made.

Why would they refund when it was your decision and they had no agreement with you at that time?

If there was no agreement with you at that point then the decision was solely yours, and the decision was that you would refund.
In all fairness to Dan. It wasn't Dan that made the decision and going after him isn't productive. I think the OP doing a PAB is a wise choice. Not because no more will be said about it, but because he has a good chance of getting his money back.
 

JGslots

Ueber Meister
webmeister
PABinit
Joined
Feb 12, 2013
Location
Wales
Its an unfortunate situation. Dan has done the right thing, I think that should be the end of the matter now and everyone can get back to chilling.

SE is an absolute minefield. I hate it when threads on here turn into flaming matches with reps, seems to happen a lot these days on here :(


Rob
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
Because he has no authority on it. He is just the messanger.

In all fairness to Dan. It wasn't Dan that made the decision and going after him isn't productive. I think the OP doing a PAB is a wise choice. Not because no more will be said about it, but because he has a good chance of getting his money back.

'You' as in Videoslots not Dan personally ;)
 

RichyJ75

Has been a very naughty boy ...
PABnonaccred
Joined
Apr 3, 2015
Location
Kent
Hello everyone,

I would like to start with an apology for the way this situation was handled.

The issue here comes from Gamstop going out with information that their system was enabled and working at Videoslots, something that we were not informed about nor was technically ready for. Currently, a request to self-exclude on GAMSTOP will not automatically remove you from receiving gambling marketing material, so the e-mails you received might have gone out even if the Gamstop exclusion had been successfully executed, but we never received the information that the account was blocked so the deposits could be done.
During our investigation of this case, we were in discussions with Gamstop but their terms and conditions state that it is a breach to try to log in to an account they should have blocked. This means that they have declined the request for the refund we made.
We are working on improvements to make sure this issue will not reoccur and I hope that there will not be any further problems between Gamstop and us in the future. The best way to handle this now is for you to contact Gamstop direct and talk to them.

Br,
Daniel.

Cheers for the input, Dan, I can imagine this has been a bit a of a nightmare for you guys. I have questions though!

At present it is not compulsory for all sites to be registered to GamStop, so are they liable for false representation if VS were not ready to be included and as you said, 'GameStop published the incorrect information about us supporting GameStop'? I wasn't aware that VS were listed as a participating casino until 4th May (I registered at GamStop on 26th April) and after I received promo e-mails and after I had deposited and played at VS. I only contacted you guys to see if my account was ok to remain open as I was due casino race winnings, weekend booster and the freeroll battles. It was VS who blocked my account at this point (therefore stopping the bonuses I had bought into) after I made you guys aware I had registered at GamStop.

When should VS have initiated a block on my account if you were a participating casino?

However, if it appears you were not participating and should not have been on the participating list at GamStop, could my account have remained open so I could have received the accrued bonuses from the £500+ of deposits/wagering? I was not looking to get deposits refunded, I was more interested in the accrued bonuses I had bought into for a bit of spare time play.

It all seems a bit puzzling, especially in light of the OP's situation.
 

nikantw

Banned User
Joined
Jan 28, 2011
Location
EU
Cheers for the input, Dan, I can imagine this has been a bit a of a nightmare for you guys. I have questions though!

At present it is not compulsory for all sites to be registered to GamStop, so are they liable for false representation if VS were not ready to be included and as you said, 'GameStop published the incorrect information about us supporting GameStop'? I wasn't aware that VS were listed as a participating casino until 4th May (I registered at GamStop on 26th April) and after I received promo e-mails and after I had deposited and played at VS. I only contacted you guys to see if my account was ok to remain open as I was due casino race winnings, weekend booster and the freeroll battles. It was VS who blocked my account at this point (therefore stopping the bonuses I had bought into) after I made you guys aware I had registered at GamStop.

When should VS have initiated a block on my account if you were a participating casino?

However, if it appears you were not participating and should not have been on the participating list at GamStop, could my account have remained open so I could have received the accrued bonuses from the £500+ of deposits/wagering? I was not looking to get deposits refunded, I was more interested in the accrued bonuses I had bought into for a bit of spare time play.

It all seems a bit puzzling, especially in light of the OP's situation.
I am confused.

Is or isn't Videoslots participating in Ganstop?

It is simple. Relationship since 25th of April, marriage since 4th May. That means they close acc. and cancel winnings and refund deposits if you win, from 25th of April. But if you don't win (or if you don't tell them) they wont know (before marriage), so there is no refund on deposits before marriage (unless you win). :p
 
Last edited:

AndyP24

Dormant Account
Joined
Mar 23, 2018
Location
England
Would he have been paid if he'd hit big and requested a withdrawal? I think not, it doesn't sit right with me that an accredited casino handle themselves in this way, no flaming the rep as he's the messenger here.

So back to the main question, had he requested a withdrawal, would it have been paid out? Realistically.
 

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