Videoslots - Newly Accredited

Award winning Videoslots is reviewed by Casinomeister
Hi @colinsunderland,

These fees are not taken by Inpay either, but by intermediary banks that may be involved in non-SEPA bank transfers. These fees are beyond our control and mentioned in clause 2.9. Intermediate bank fees are standard practise on international bank transfers.

I do, of course, understand the disappointment if such fees are taken from your withdrawal.

Best regards,
Team Videoslots
 
Hi @colinsunderland,

These fees are not taken by Inpay either, but by intermediary banks that may be involved in non-SEPA bank transfers. These fees are beyond our control and mentioned in clause 2.9. Intermediate bank fees are standard practise on international bank transfers.

I do, of course, understand the disappointment if such fees are taken from your withdrawal.

Best regards,
Team Videoslots

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.

Where does that say what you are saying?
The charges are not beyond your control either, you (or more likely InPay) can set the form to state 'OUR' and the fees are charged to you. You have it set to BEN to charge the customer.

You are missing the main point though. Previously she was charged 4.61 euro. This is roughly a 900% increase. Therefore something changed. You should have informed customers of a 900% increase in charges, and if you say you didn't know, then you should have.

Regardless of that, when she first complained about this, you told her it was her bank who charged her, now you have changed your story. Had you told her the truth first time, rather than stringing her along, then chances are she wouldn't have used that withdrawal method again, or at least could have no complaints if she knew of the fees and continued to use that method.

Regardless of where the charges come from, how much, who gets them, it wouldn't be an issue if you had replied to her first complaint correctly, as she wouldn't have used that method again.

Do you not think it might be a good idea, even as a gesture of goodwill, to refund her at least the 2nd and 3rd charges, as they were caused by the misinformation you gave her?
 
Am I missing something? It isnt @helenakp's bank that is making the charge, its the banks used by VS and their processor, but VS still expect her to pay for it?
That is crazy, especially if they havent told her up front.
Again, I am glad I dont play at VS and nothing I have read here would make me start playing there.
 
Am I missing something? It isnt @helenakp's bank that is making the charge, its the banks used by VS and their processor, but VS still expect her to pay for it?
That is crazy, especially if they havent told her up front.
Again, I am glad I dont play at VS and nothing I have read here would make me start playing there.
You aren't missing anything, that is exactly it.
 
Hi @colinsunderland,

Yes, these fees are beyond our control and are mentioned in clause 2.9. Regarding questions concerning communication between us and any customer, I hope that you understand that we cannot comment on that here.

On your other note, it should be handled shortly. We are sorry for any delayed response.

Best regards,
Team Videoslots
 
Hi @colinsunderland,

Yes, these fees are beyond our control and are mentioned in clause 2.9. Regarding questions concerning communication between us and any customer, I hope that you understand that we cannot comment on that here.

On your other note, it should be handled shortly. We are sorry for any delayed response.

Best regards,
Team Videoslots

Can you specify which part of 2.9 relates to the fees please?
 
Hi @colinsunderland,

Yes, these fees are beyond our control and are mentioned in clause 2.9. Regarding questions concerning communication between us and any customer, I hope that you understand that we cannot comment on that here.
This is what I don't understand - they may not be in your control but they are your responsibility as you choose the payment provider and they, as your agent, determined the route the payment should go. Or am I completely wrong about that?
 
Hello @colinsunderland,

I'm afraid that I cannot assist you with any affiliate related issues, unfortunately. We, as reps, are not handling those matters.

Please reach out to them and I am sure that they can help you out.

Best regards,
Team Videoslots

I know, just popping it in here for the record, I have reached out, waiting for them to say no again before I start a PAB
 
Thats good news, and the right thing to do, even if you had to fight to get it.

If people know in advance of fees then there can be no complaints, but to go from 4 euro to 42 euro without any warning is not right.

Yes Colin now knowing this for a fact its up to me should i make withdrawls to my bank account or not,although there should be some warnings or something
 
Award winning Videoslots is reviewed by Casinomeister

Users who are viewing this thread

Meister Ratings

Back
Top