Videoslots - Newly Accredited

[helenakp]

@Team.Videoslots are you serious with your response?
Did my bank took those fees which you have stated??

the transfer was made with "several banks" and now i should pay for that,dont know what to say, iam speechleess

 

[helenakp]

i did use alternative method VISA but you declined all my withdrawls

 

[greylady]

So VS are absolving themselves of any responsibility but at the same time failed to make you aware of the extortionate processing fees - shocking!

 

[Supababe]

@Team.Videoslots are you serious with your response?
Did my bank took those fees which you have stated??

the transfer was made with "several banks" and now i should pay for that,dont know what to say, iam speechleess

Did VS advise you of the withdrawal fee in the cashier screen at the time?

Surely, any costs should be made clear at that point?

Or where are they in the T&C’s?

 

[geordiecolin]

@Team.Videoslots are you serious with your response?
Did my bank took those fees which you have stated??

the transfer was made with "several banks" and now i should pay for that,dont know what to say, iam speechleess

Are you able to show us a copy of the Videoslots message stating this please as the wording may be important?

And I completely agree with what Greylady and Supa have just said.

After Helena's first time of raising the issue with teamvideoslots over a month ago they should have at the very least of advised Helena to not use the same service again until they made a full investigation into these extortionate fees. Not only for the benefit of Helena but for their other customers and for the integrity of their own casino.
This stinks

 

[helenakp]

Sure

 

[geordiecolin]

Surely it is within your customers best interests as well as videoslots best interests before allowing a new method of transfering funds back to a customer that there are no intermediary bank fee charges. Then if and when such charges do come to light you suspend or cancel any such facility being available to your customers?

There is no transparency at all here or any due diligence towards customer care
These seem like rough casino practices

 

[ZoeP]

Sure
View attachment 140492

Did a 5 year old write this?

Utterly disgraceful.

 

[cncas2123]

Surely you arent responsible for any fees related to your withdrawal? I would have thought that if there was an option to withdraw on VS and you used this option it would be up to VS to make sure they or their agents make sure the money gets to you, and therefore they must be responsible for any fees incurred?

 

[geordiecolin]

Sure
View attachment 140492

Was there a name to the person who has been investigating your issue?

 

[helenakp]

To use alternative method for withdraw was VISA option but all my VISA withdraw were decliend and they didnt know why and again the fault was on my bank,my bank just laughed at their response

 

[helenakp]

Was there a name to the person who has been investigating your issue?

yes some Linus and would like some manager to step out!

 

[cncas2123]

To use alternative method for withdraw was VISA option but all my VISA withdraw were decliend and they didnt know why and again the fault was on my bank,my bank must laughed at their response

And this is what i dont understand. You requested a withdrawal, VS accepted the withdrawal (eventually) so surely once they have accepted that they need to make this payment to you they are responsible for making sure that it reaches your bank? If they have accepted the withdrawal, they must also be responsible for any charges that are involved in getting the money to its final destination.
Glad I dont play at VS...

 

[helenakp]

And this is what i dont understand. You requested a withdrawal, VS accepted the withdrawal (eventually) so surely once they have accepted that they need to make this payment to you they are responsible for makaing sure that it reaches your bank? If they have accepted the withdrawal, they must also be responsible for any charges that are involved in getting the money to its final destination.
Glad I dont play at VS...

All my VISA withdraw were denied !!!

and they are telling me to use alternative option??

alternative option was bank transfers with this fees!
and nooo they are not responsible for their paying provider fees i just wonder then who is responsible?my bank again??

 

[geordiecolin]

yes some Linus and would like some manager to step out!

So not the tea boy because I am sure that he has been at VS for quite some time.

Why did he not advise you a month ago or investigate why you could not withdraw via your visa?

Why did he not action safeguards a month ago to prevent other Videoslots customers from also being subjected to such charges?

How many other customers have so far been effected by the same charges?

Will any action be taken now to prevent such charges being taken from customers/players in future?

Will Videoslots review the decision not to compensate Helena?

Will @teamvideoslots care to comment given that this is more than an individuals concern?

 

[sapit222]

Videoslots have to pay back the missing (hidden fees or whatever) money of course.

 

[helenakp]

This is the fees i used to pay and what iam paying

If i knew or be informed that the fees from 4,61 €will increase to 42€ i would think twice!

 

[Dinahnana]

@Team.Videoslots It's been 4 days since I made my Neteller deposit to Videoslots and still no sign of it being credited to my account. Any idea of when the Neteller issue will be resolved and accounts credited with the money that was deposited??

 

[colinsunderland]

Hi @helenakp,

Thanks for reaching out.

Yes, we will get back to you via email today.

Best regards,
Team Videoslots

That is an absolute disgrace.
You told her originally HER bank took the fees. Now you are telling her its not her bank, but one YOU choose to use, by way of your payment provider, yet she is expected to cover those fees?

Presumably you informed her of the fees YOUR chosen payment provider were going to charge? She obviously couldn't be expected to know this as she doesn't know who your payment provider is, nor has any contract with them, so chances are they wouldn't tell her anyway, as that would be commercially sensitive information.

Even if this was acceptable, which it isn't, why exactly didn't you tell her this a month ago when she first complained, instead of allowing her to incur more fees? You instead decided to lie to her and say her bank charged her, when they didn't, and that was clear from the transaction code.

@Casinomeister is this really acceptable from a casino, phantom charges that the casino then lie about and take over a month to come up with a new excuse, but still expect the customer to pay, despite not mentioning any charges might be payable?

 

[colinsunderland]

2.8. Minimum withdrawal amount is €/£ 20.00 for all payment methods including bank transfers. Please contact customer support on support@videoslots.com if You wish to withdraw less than the stated amounts a processing fee of 3.95% shall apply.

All withdrawals with normal bank wire are free of charge regardless of how many times you wish to withdraw per day.

2.9. A Player may withdrawal as many times as he wishes as long as the threshold as set out in clause 2.3. above is always exceeded. If a player withdraws more than once in a 1-day period a processing fee of €/£ 2.50 shall apply. All withdrawals with normal bank wire are free of charge regardless of how many times he wishes to withdraw per day.

Videoslots will not charge you any fee on bank wire withdrawals. However, you are advised to check with your bank as to whether they will impose any such charges. Videoslots will not be responsible for any commissions applied to you as this is beyond our control.

Her bank didn't make any charges, she checked with her bank, and that was obvious from the transaction code (BEN).

Where do you warn players of intermediate fees that might be incurred by a third party bank, she didn't know about, she doesn't know the name of, and could not reasonably be expected to even know exists?

Anyone, correct me if I'm wrong, but if you are told there are no bank fees from the senders end, and no bank fees from the receivers end, then is it not reasonable to expect there to be no fees?

@Team.Videoslots ?

 

[Playford7]

Any sign of team videoslots as yet? pretty big issue this that I’m sure not just the lady that’s mentioned her problem are keen to hear the outcome or answer from @Team.Videoslots

 

[Dinahnana]

@Team.Videoslots any update when you will be finishing crediting the Videslots accounts with deposits made via Neteller that weren't' allocated to players accounts?
I see two big issues and both are with payments. One where excessive fees were deducted from withdrawal and in my case money I deposited into Videoslots is lost in the ether. It's been 4 days for me and I would like an actual timeline, not vague days from now to answer.

I have been patient but that is now wearing thin. Trust in a casino is the number 1 reason why I play and if I can't even trust a casino to handle my deposit then that trust is gone. Again more adequate communication would allay a lot of concerns and of course fixing the problem.

 

[Supababe]

@Team.Videoslots any update when you will be finishing crediting the Videslots accounts with deposits made via Neteller that weren't' allocated to players accounts?
I see two big issues and both are with payments. One where excessive fees were deducted from withdrawal and in my case money I deposited into Videoslots is lost in the ether. It's been 4 days for me and I would like an actual timeline, not vague days from now to answer.

I have been patient but that is now wearing thin. Trust in a casino is the number 1 reason why I play and if I can't even trust a casino to handle my deposit then that trust is gone. Again more adequate communication would allay a lot of concerns and of course fixing the problem.

It’s not right that you’ve had your deposit vanish, regardless of the reason, a trusted casino like VS should be all over issues like this and Helena’s one.
I would be mighty fed up that I couldn’t play for so long after depositing.... there needs to be some kind of recompense for it surely?

 

[Dinahnana]

It’s not right that you’ve had your deposit vanish, regardless of the reason, a trusted casino like VS should be all over issues like this and Helena’s one.
I would be mighty fed up that I couldn’t play for so long after depositing.... there needs to be some kind of recompense for it surely?

I am pissed off but I would settle for the deposits put into my account. I gave them the transaction ids from Netteller which ought to be sufficient. Very frustrating situation.

 

[goatwack]

I'm almost certain this will be VS' final take on the matter as to them they've 'done their part' in answering Helena's query.

Nor can I envisage them acknowledging that this is of their doing, and when that happens it's the customer who's at fault, by default (in their eyes)

And as we're more likely to see Elvis make another comeback before them reimbursing a penny, VS will likely feel justified in their response, as to them, Helena's made several more withdrawals incurring 42 Euros a pop, so must be 'ok with it' < couldn't find the big sarcy emoji, that'll have to do ( )

And by admitting the problem stems by their own design, they'd be liable to reimburse, I'd imagine, hundreds of players with the same issue. Also: not gonna happen.

So really all this leaves is a bad taste in everyone's mouths and a bit of a reputation hit for VS. It also serves to remind players who've had this 'payment processor' foisted upon them to never, ever make withdrawals of 43 Euros, as, you know, you'll be left with a solitary Euro to show for it