Videoslots locked account

[SpinUk]

Yes they can - a CDD (customer due diligence) or EDD (enhanced) trigger can occur on a sufficiently large withdrawal. The UKGC rules say that "players must not be asked for information at the point they request a withdrawal from their account if the operator could reasonably have asked for this information at an earlier time."

So delaying a CDD request until the withdrawal (as some operators appear to be doing, but UKGC sleepy) isn't allowed. But it is possible that the CDD is triggered by the withdrawal - where the rules are slightly different.

On the second part, yes - once the CDD request is active then the balance is ringfenced, subsequent deposits are added to it but importantly subsequent winnings are isolated. So if the CDD is completed then the balance + subsequent deposits + subsequent winnings are returned to the player, if the CDD is refused or otherwise cannot be completed then only balance + subsequent deposits may be returned and subsequent winnings may be lost - which is why operators delaying the CDD request is problematic because it gives them a freeroll against the player.

So in this case, if the withdrawal is the CDD trigger, then the balance should include all of the winnings to date.


VS have done things over the years we may not agree with, but this one comes from the UKGC and AML regulations...

Where specifically does it say a withdrawal would trigger a CDD or EDD. I’m trying to get my head around logically where that risk would be and how that would work rather than doing these on threshold deposits. It doesn’t ring true with my research.

 

[pekka55]

We all know why they do this at withdrawal. It's all about the bottom line.

 

[maxd]

... @maxd have you any advice on this?

It seems that things are proceeding as desired. Feel free to let me know if that proves NOT to be the case.

- Max

 

[jasonuk]

Where specifically does it say a withdrawal would trigger a CDD or EDD. I’m trying to get my head around logically where that risk would be and how that would work rather than doing these on threshold deposits. It doesn’t ring true with my research.

From the

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by the UKGC - CDD measures must be applied on any transaction (in either direction) of €2000 or more - and may apply on lower amounts depending on the type of transaction and whether it's considered linked.

So in some cases, where an operator hasn't previously done sufficient CDD and a player wins big and withdraws - that can be the trigger condition.

However, plenty of operators seem to defer their other checks to the point of withdrawal which causes an unnecessary pressure point and raises all kinds of questions and headaches - and that is the kind of thing the UKGC should be clamping down on because it should be considered an "unreasonable restriction or delay" to quote the earlier video.

 

[chappell7878]

72 hours and still no update from them regarding the further documents I sent them @Team.Videoslots

 

[chappell7878]

4 days later and they tell me they need documents from my 3rd bank account as there have been transactions between my different accounts. It appears I’m not allowed to move money between my personal bank accounts in my name without them wanting to see statements for them. Utterly ridiculous, can you explain to me why this is necessary? @Team.Videoslots

 

[satchnz]

This is a great advertisement for Videoslots and really makes me want to play there.

 

[Team.Videoslots]

Hello chappell7878,

In order to properly understand your source of wealth, as is required by regulations and the licenses we hold, we may ask you to provide documentation or explanation of a bank account, which sends money to a bank account we see used to make deposit with our casino.

Kind regards.
Team Videoslots.

 

[chappell7878]

I don’t have an issue with you asking for it, what I have an issue with is being told unless I provide documentation that I won’t be able to withdraw my money. Being held at ransom unless I provide documents for my 3 personal bank accounts which you can clearly see are in my name seems a bit of a stretch to me and as I said unnecessary. Just because you can ask for something doesn’t mean you have to, I provided you with both things you initially asked me for which was my tax return and the statements of the account my income is paid into. All I did was open a can of worms which has dragged on for weeks now.

 

[Team.Videoslots]

Hello Chappell7878,

I'm sorry if this process can be a bit of a hassle to complete.

We're not asking for this to antagonize or otherwise inconvenience you, but rather to comply with the requirements we are subject to.
Transactions coming from another bank accounts, which either fully or partially are funding the bank account we see used to make deposit with our casino, may be of interest, as this would help us with understanding and verifying your source of wealth.

Kind regards.
Team Videoslots.

 

[chappell7878]

Bank accounts in the name of myself may be of interest how? You asked for my tax return and the account my income is paid into. I provided these, if you wanted every account I have in my name why not just state this in the first instance? You don’t need to understand my source of wealth when I’ve provided you with the first 2 documents you requested which show it directly. I have provided everything you have requested but shall not be providing anything else if you were to request it. My account is closed and I expect my balance to be paid back to my bank account linked with your casino. Any other requests will be ignored and I will just encourage you to report me to the relevant authorities as I feel I’m being subject to AML checks with looking into multiple accounts and questioning transactions going to my partner and mother of my child.

 

[Team.Videoslots]

Hello chappell7878.

As mentioned, we are required to properly understand your source of wealth, as is required by regulations and the licenses we hold. Any bank accounts you have, or other assets you have, which together consolidate your wealth, and the sources of such wealth, may be of interest to us in such verification.
The bank accounts we're requested documentation of are of interest, so we may properly verify your source of wealth and comply with these regulatory requirements.

I'm sorry if this process is inconvenient. We have to be rigorous and diligent in any form of verification, so we may fulfil the requirements we're subject to, and while I understand that it has brought you inconvenience, I hope you can understand causing you inconvenience is not our intention with preforming this verification.

Kind regards.
Team Videoslots.

 

[chappell7878]

Ok so do you have an estimated time for how long this will take now you have everything you have requested?

 

[Team.Videoslots]

Hello chappell7878,

While we strive to have any documents received checked and reviewed within 24-hours, the complexity of source of wealth verification unfortunately may result in the waiting time being a bit longer. I cannot predict an estimated time for when the verification is completed, but it should hopefully not take too long.

Your patience in the meanwhile is greatly valued and appreciated.

Kind regards.
Team Videoslots.

 

[pekka55]

Funny how you can deposit and lose and absolutely no casino ever asks for any docs, but as soon as you withdraw then they care about where the money comes from.

This is why I've not deposited anywhere but on casinos where they verify my details through my bank account. No need for a dozen different documents and the withdrawals are within minutes.

I will never again deposit at any casino that will sow people. I mean a sow can take weeks, why would I want to go through that every couple years?

 

[chappell7878]

Funny how you can deposit and lose and absolutely no casino ever asks for any docs, but as soon as you withdraw then they care about where the money comes from.

This is why I've not deposited anywhere but on casinos where they verify my details through my bank account. No need for a dozen different documents and the withdrawals are within minutes.

I will never again deposit at any casino that will sow people. I mean a sow can take weeks, why would I want to go through that every couple years?

Yeah I’m finished with videoslots, from fully verified to absolute circus because I managed to turn my prize booster into a significant profit

 

[pekka55]

Yeah I’m finished with videoslots, from fully verified to absolute circus because I managed to turn my prize booster into a significant profit

You should ask them for documents, because they gave you the booster. Ask them where they got the money and if they can afford it.

 

[SpinUk]

Requirements for remote casinos​

Where remote casino operators are unable to complete or apply the required CDD measures

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in relation to a particular customer at the point the CDD threshold for transactions

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is reached, and are accordingly required to cease transactions or terminate the business relationship with the customer,

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they should adopt the following procedure:

• If CDD cannot be completed, then the operator must proceed in line with regulation 31(1)(c) and terminate the existing business relationship with the customer
• if the funds are to be repaid, then the amount repaid should consist of all funds owed to the customer at the point that the threshold was reached, plus all deposits made at that point and thereafter

Seems pretty clear on the repayment of funds there @Team.Videoslots, specifically in the circumstances a client cannot or will not complete CDD. Are you saying that Videoslots won’t pay a withdrawal in these circumstances, or Videoslots refusing to pay?

That clearly says once the £2000 hardstop is reached any funds owed to the client (owed means winnings in this context) must be paid if CDD cannot be completed.

 

[chappell7878]

All these transactions totalling £45k in the space of 2 weeks yet now I’m subject to sow

 

[nfehily]

Hello chappell7878,

In order to properly understand your source of wealth, as is required by regulations and the licenses we hold, we may ask you to provide documentation or explanation of a bank account, which sends money to a bank account we see used to make deposit with our casino.

Kind regards.
Team Videoslots.

Disgusting

 

[chappell7878]

So at what point was the threshold reached? Can you give me a date for this? Given I’ve deposited and withdrawn £45k in the space of a couple of weeks? @Team.Videoslots

 

[Team.Videoslots]

Hello chappell7878,

A public forum is not the appropriate place for such a request.

Please feel welcome to reach out to our DPO via dpo@videoslots.com if you wish to make a formal request to receive a copy of any personal data we hold you.

Kind regards.
Team Videoslots.

 

[chappell7878]

Nobody seems to respond to my emails lately at videoslots. Could you arrange this for me please? I’m not sure why it has to be a secret, I’m asking a simple question for some information on when the threshold was reached.

 

[Team.Videoslots]

Hello chappell7878,

I'm sorry that you've not received response to your latest e-mails. We endeavour to respond to any e-mails received within 24-hours, but depending on the current workload of the relevant team, it may take a bit longer. Your patience in the meanwhile is greatly appreciated.

I cannot raise a formal data request on your behalf in this manner, and must ask that you reach out either to the DPO e-mail address or the customer support to make such a request.

Kind regards.
Team Videoslots.

 

[pekka55]

So if I understand it right, this has been going on for over 2 weeks now?

Not good enough. I once had a sow that took 3 weeks. After that I closed my account with said casino and never looked back.

I get why sow is sometimes necessary, but it shouldn't be done by having a withdrawal hostage, and it should be done quickly.

I had a sow about 3 months ago, which I totally get why it had to be done. I sold a property I owned and after that my deposits at my regular casino skyrocketed for a while. However, the whole ordeal took under 12 hours. As soon as I gave them documents about the sale, it took a few hours and everything was ok.

If a casino really values their customers, then they will not drag this out for weeks. Just my 2 cents.