Videoslots - Newly Accredited

[colinsunderland]

so I got an email on Jan 26 telling me requesting a SOW. The email landed in my junk mail. Lucky me.
I have been depositing at videoslots since then.

I finally had a withdrawal of $350 yesterday. It has been pending since. I found this strange since VS has lightening fast withdrawals. I went on chat to see if there was a hold up. And I was told that I was emailed SOW and I need to comply. I directly asked CS if my withdrawal was being held up because I need to provide the details for SOW and they said yes. I have the chat log.

Here's the thing Videoslots. Until I had a withdrawal you had no problem taking my money. No problem whatsoever.
If you were willing to take my money as of Jan 26, 2021 then you need to be willing to pay me my withdrawal.
Why weren't my deposits stopped until I complied with your request?

Therefore, I would like all my deposits be returned from the date you sent me that letter and did not put a stop on my deposits.

I don't know what the rules are on where you are, but MrWild indicated on another thread that they would pay if you didn't complete the SoW, that's according to UKGC rules though which you don't fall under, so not sure if it's different.

 

[Steviedoo]

I don't know what the rules are on where you are, but MrWild indicated on another thread that they would pay if you didn't complete the SoW, that's according to UKGC rules though which you don't fall under, so not sure if it's different.

I know you are a big advocate for fairness and responsibility from the casinos on this forum, so thank you for responding.

I live in Canada. What rules apply to us? I don’t know.

However, I don’t want to comply with their request. I am so mad. And maybe had they restricted my deposits too instead of just my withdrawal I would be inclined to consider it. But now I don’t want my withdrawal I want all of my deposits made since that email was sent. This is blackmail. You don’t comply, we don’t give you your winnings.

what if I had won a bigger amount then $350. I would be sick to my stomach right now cuz I do not feel comfortable sending my info to them.

 

[Mr Wild]

I don't know what the rules are on where you are, but MrWild indicated on another thread that they would pay if you didn't complete the SoW, that's according to UKGC rules though which you don't fall under, so not sure if it's different.

Its basically the same situation. However in those cases FIAU takes decisions. The process takes a few weeks.

 

[Steviedoo]

Its basically the same situation. However in those cases FIAU takes decisions. The process takes a few weeks.

I heard back from VS customer service.
They are insisting that they need to see my documents before my withdrawal can be processed.

 

[Mr Wild]

I heard back from VS customer service.
They are insisting that they need to see my documents before my withdrawal can be processed.

You would need to inform that you refuse to comply after that there is a process in place.

But it will of course in most cases lead to termination of the account. Plus it will take a few weeks before FIAU responds and takes decision. In the END no operators under any EU regulation can take player funds based on AML. Only the regulators could do such action. Please note that in some cases FIAU would forbid operator to payout without getting SOW. The operator is never allowed to inform you about this or anyone else. However they would be protected by law to hold your funds and in the end it would be transferred to a government entity like MGA or FIAU.

Only time an operator could do it is if a technical error would happen were you would have been credited incorrect funds.

 

[rshkrn]

Agree with the above and they may be acting as per regulations but on the other hand, tbh in my case the way some of this has played out has been totally strange, am just going to wait some more before disclosing some of the nonsense that went on....

In general I stand by the fact that VS is a really great site who offer a great selection and player experience, just wonder if they have new owners or something else going on that we don't know....

 

[Mr Wild]

Agree with the above and they may be acting as per regulations but on the other hand, tbh in my case the way some of this has played out has been totally strange, am just going to wait some more before disclosing some of the nonsense that went on....

In general I stand by the fact that VS is a really great site who offer a great selection and player experience, just wonder if they have new owners or something else going on that we don't know....

Malta is under a lot of pressure by EU via Moneyval. At the moment Malta is at risk to get grey listed due to failure in AML compliance as a country. Due to this, FIAU in Malta is on every single company to get in shape to avoid Malta getting grey listed. FIAU is going after every single gaming company to make sure they have their business in order.

Here is some info after a quick google search. There is more to read for anyone interested.

You do not have permission to view link Log in or register now.

 

[Playford7]

so I got an email on Jan 26 telling me requesting a SOW. The email landed in my junk mail. Lucky me.
I have been depositing at videoslots since then.

I finally had a withdrawal of $350 yesterday. It has been pending since. I found this strange since VS has lightening fast withdrawals. I went on chat to see if there was a hold up. And I was told that I was emailed SOW and I need to comply. I directly asked CS if my withdrawal was being held up because I need to provide the details for SOW and they said yes. I have the chat log.

Here's the thing Videoslots. Until I had a withdrawal you had no problem taking my money. No problem whatsoever.
If you were willing to take my money as of Jan 26, 2021 then you need to be willing to pay me my withdrawal.
Why weren't my deposits stopped until I complied with your request?

Therefore, I would like all my deposits be returned from the date you sent me that letter and did not put a stop on my deposits.

Totally agree, can’t have it all ways..

but we all know why they do sadly.

 

[Steviedoo]

You would need to inform that you refuse to comply after that there is a process in place.

But it will of course in most cases lead to termination of the account. Plus it will take a few weeks before FIAU responds and takes decision. In the END no operators under any EU regulation can take player funds based on AML. Only the regulators could do such action. Please note that in some cases FIAU would forbid operator to payout without getting SOW. The operator is never allowed to inform you about this or anyone else. However they would be protected by law to hold your funds and in the end it would be transferred to a government entity like MGA or FIAU.

Only time an operator could do it is if a technical error would happen were you would have been credited incorrect funds.

customer service has referred my case to the appropriate dept...

they need to return all the money I deposited after they sent that email....

 

[Lemon]

So when you get sent an SOW you're not supposed to be able to deposit from that date until you provide the details?

 

[Steviedoo]

So when you get sent an SOW you're not supposed to be able to deposit from that date until you provide the details?

I’m not sure but how is it fair...
....if they’re going to keep my withdrawal until I produce the sow documents why did they let me keep depositing....they Should have restricted my account straight up from the moment I got a sow request ...and they Could have easily said...you can’t play here until we get these docs....

 

[bowki]

They blocked my account the day my passport had expired so they should be able to block your account the moment SOW is requested.

 

[Lemon]

I’m not sure but how is it fair...
....if they’re going to keep my withdrawal until I produce the sow documents why did they let me keep depositing....they Should have restricted my account straight up from the moment I got a sow request ...and they Could have easily said...you can’t play here until we get these docs....

They could have said that, but do any other sites exclude deposits until you've provided SOW? I'd guess no, because they probably don't have to. So any site that blocks deposits before SOW is putting themselves at a huge disadvantage to everyone else. I mean, it would be very noble of VS to be the first ones to do this, but why should they over their competitors? They're simply following the guidelines like everyone else.

If the above is the case, you've got no right asking for your deposits back really, have you? My advice would just be to provide the docs they need so you can withdraw your winnings, and save yourself a load of hassle. Otherwise you'll probably end up waiting for months and end up with fuck all. I'm assuming you've deposited more than you're trying to withdraw, hence trying to get the deposits back is a much better outcome, but I doubt you will. Why don't you want to provide SOW? Everyone else is going to be in the same boat eventually...

 

[Lemon]

They blocked my account the day my passport had expired so they should be able to block your account the moment SOW is requested.

Probably because they're required to do so. They probably don't have to block accounts at the point of sending out SOW requests, so they don't.

I might be wrong though...

 

[bowki]

That's my personal decision but I will never provide SOW to any casino. The moment they ask for it is the moment I leave them. I never felt comfortable sending my ID, proof of address, ... to a casino and I surely will never send them personal information about my work, wage, savings, ...

I receive so much spam on a phone number I only ever used on casinos I don't even want to know where my passport etc. is already misused.

So I can perfectly understand why steviedoo is not happy about it at all.

 

[Steviedoo]

They could have said that, but do any other sites exclude deposits until you've provided SOW? I'd guess no, because they probably don't have to. So any site that blocks deposits before SOW is putting themselves at a huge disadvantage to everyone else. I mean, it would be very noble of VS to be the first ones to do this, but why should they over their competitors? They're simply following the guidelines like everyone else.

If the above is the case, you've got no right asking for your deposits back really, have you? My advice would just be to provide the docs they need so you can withdraw your winnings, and save yourself a load of hassle. Otherwise you'll probably end up waiting for months and end up with fuck all. I'm assuming you've deposited more than you're trying to withdraw, hence trying to get the deposits back is a much better outcome, but I doubt you will. Why don't you want to provide SOW? Everyone else is going to be in the same boat eventually...

1. Just cuz other casinos are doing it doesn’t make it right
2. so based on the presumption that everyone does it this way I have no rights?
3. your advice is appreciated and...if you’re right I will end up with nothing like I have right now.
4. you‘re assuming too much ...
5. I don’t have to justify my reasoning for not wanting to give what I consider very highly personal and confidential docs to a company i barely know half way across the world...
6. If this will be boat we all end up in...then it will mean the end of my slotting days online....and i can live with that.

 

[sapit222]

Its ok to send ID and proof of address, but thats it.
I would never send bank records or whatever.
Just close the account and move on to the next1.

 

[Lemon]

I appreciate that lots of people won't relish providing SOW; you're right, it is a lot of personal and confidential info. But in the name of responsible gambling that's what we're all going to be doing eventually and yes, lots of people like you will just stop playing. I would assume (again I don't know for definite and I can't be bothered to find out because I'm lazy) that this SOW info would need to be securely kept and if any of it were to leak out then fines would ensue...
But yeah, in this day and age it's perfectly understandable that you don't want to hand that info over. But asking for your deposits back, money you've willingly spent and derived entertainment from, is a bit of a reach, no?

Your beef is with those who make the regs that VS are trying to adhere to, not VS in my opinion.

You're in a bit of a catch-22 situation here, but I wish you the best of luck either way - hopefully some good will come out of the situation for you and others

 

[colinsunderland]

I appreciate that lots of people won't relish providing SOW; you're right, it is a lot of personal and confidential info. But in the name of responsible gambling that's what we're all going to be doing eventually and yes, lots of people like you will just stop playing. I would assume (again I don't know for definite and I can't be bothered to find out because I'm lazy) that this SOW info would need to be securely kept and if any of it were to leak out then fines would ensue...
But yeah, in this day and age it's perfectly understandable that you don't want to hand that info over. But asking for your deposits back, money you've willingly spent and derived entertainment from, is a bit of a reach, no?

Your beef is with those who make the regs that VS are trying to adhere to, not VS in my opinion.

You're in a bit of a catch-22 situation here, but I wish you the best of luck either way - hopefully some good will come out of the situation for you and others

In theory you're right, but try finding out where your information has came from. It took me 6 months and quite a lot of digging to find out where some of my email addresses had leaked from, and if it wasn't for a couple of bits of luck, and a couple of casino staff pointing me in the right direction on a couple of things, I probably wouldn't have found out for sure.

Most identity theft (and related crimes) isn't done straight away for that exact reason, so you don't know where the information came from. If you supply your ID, payslips and bank statements to 5 casinos, and you find it online 6 months later, how do you know where it's came from? Just because you think a company is legitimate, doesn't mean they are, or the staff are. My Slotty Vegas details were sold to an affiliate, not just email address, but a screenshot of the casino backend with all my details on. GIG (guts) supplied my details to a mailing list provider who then had a data breach, and GIG lied through their teeth about. The founder of BGO has an affiliate company that spammed me over 500 times in a few weeks, on email addresses that were stolen from a marketing company. I can prove all of those things, and suspect quite a few more. If they are the things accredited casinos do, then there's no reason they will keep other data secure.

 

[Mr_Slot5]

In theory you're right, but try finding out where your information has came from. It took me 6 months and quite a lot of digging to find out where some of my email addresses had leaked from, and if it wasn't for a couple of bits of luck, and a couple of casino staff pointing me in the right direction on a couple of things, I probably wouldn't have found out for sure.

Most identity theft (and related crimes) isn't done straight away for that exact reason, so you don't know where the information came from. If you supply your ID, payslips and bank statements to 5 casinos, and you find it online 6 months later, how do you know where it's came from? Just because you think a company is legitimate, doesn't mean they are, or the staff are. My Slotty Vegas details were sold to an affiliate, not just email address, but a screenshot of the casino backend with all my details on. GIG (guts) supplied my details to a mailing list provider who then had a data breach, and GIG lied through their teeth about. The founder of BGO has an affiliate company that spammed me over 500 times in a few weeks, on email addresses that were stolen from a marketing company. I can prove all of those things, and suspect quite a few more. If they are the things accredited casinos do, then there's no reason they will keep other data secure.

Quite right Colin, it's big data and worth an absolute fortune. People need to realise this.

 

[Steviedoo]

This was the VS response to my request: I am writing this to inform you that we could not proceed with your withdrawal without the proper documents, unfortunately. We have contacted the relevant department and the reason why we could not make any actions is that Videoslots is not supposed to be considered as a financial institution such as banks, and hence, we need all users to provide us with valid documents when they reach at certain points as this is required by the casino regulations. I totally understand how you would feel, however kindly ask you to provide us with the documents to verify the source of your wealth. Kindly note that the documents should be submitted within the designated 30days.

 

[colinsunderland]

This was the VS response to my request: I am writing this to inform you that we could not proceed with your withdrawal without the proper documents, unfortunately. We have contacted the relevant department and the reason why we could not make any actions is that Videoslots is not supposed to be considered as a financial institution such as banks, and hence, we need all users to provide us with valid documents when they reach at certain points as this is required by the casino regulations. I totally understand how you would feel, however kindly ask you to provide us with the documents to verify the source of your wealth. Kindly note that the documents should be submitted within the designated 30days.

Have you told them you refuse to supply the documentation?

 

[Steviedoo]

Have you told them you refuse to supply the documentation?

If I wasn’t clear in my earlier emails, I made it abundantly clear in my response to this one.

 

[Steviedoo]

are they going to just email me into submission. Another email once I said I was not going to submit the documents. So reiterated my position again in response.


We have contacted the relevant department and we still need what was requested in order to proceed with your case, and hence. We need all users to provide us with valid documents when they reach at certain points as this is required by the casino regulations.

I totally understand how you would feel, however kindly ask you to provide us with the documents to verify the source of your wealth.
Kindly note that the documents should be submitted within the designated 30days

 

[Team.Videoslots]

Hi @Steviedoo,

Thanks, I will deal with it. As you saw from the replies below, it will not be up to us to conclude the final resolution now, but you won't get any further requests. We are sorry for the inconvenience.

Have a nice week, all.

Kind regards,
Team Videoslots