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Is there any compassion with Videoslots or even humans that work for them grrrrr

I had a chargeback that got corrected last week's payment was through Instadebit. Several payments went through successfully, so not sure why they got returned still looking into it. It was over a $20 deposit. The account was reactivated after they got the funds however I did notice that there was another payment for some reason on my bank account that came back it was only $16. I sent VS an email thanking them for reopening my account but told them there was another BC and I left money in the account in case they want to take it off my balance. I was upfront told them ahead of time sent the email on Friday but they really didn't acknowledge it and you can tell they do not thoroughly read emails that are sent to them, that is very noticeable and has been last few years. Here we go again account blocked today twice since Thursday over a $16 deposit however a handful of deposits went through successfully that was deposited after the $16 BC before they blocked for 2nd time.

This has happened to me from a handful of casinos and my account never got blocked. I've been a loyal customer since 2016 however because of several changes they have done like RTP reduction etc didn't sit right with me and made nearly no deposits in 2019 into 2020 but been a regular of lately. They know my pattern and habits but they treat you like your a nobody you always have to go chasing them, and it's the same story it's regulations it's the law blahh blahh even so they can be a little more compassionate if they even know what that's is. It's not like I BC thousands and ran away.

I've had BC with other casinos and the account never got closed just that I could not withdrawal till the problem was corrected. I think sometimes they forget that a BC doesn't mean the customer did it purposely, it can be several other factors but the feeling is they treat you like a criminal first before looking into it.

Just venting!!!
 
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Hi @Steviedoo,

Kindly note that as a Maltese company licensed by the Malta Gaming Authority (‘MGA’) under Maltese law, we are subject to both Maltese laws and EU laws, including but not limited to EU 5th AML Directive. That said, our obligation to withhold withdrawals is prescribed by law. Further information can be found in our T&Cs available on our website.

Have a nice afternoon.

Kind regards,
Team Videoslots
 
Hi @Steviedoo,

Kindly note that as a Maltese company licensed by the Malta Gaming Authority (‘MGA’) under Maltese law, we are subject to both Maltese laws and EU laws, including but not limited to EU 5th AML Directive. That said, our obligation to withhold withdrawals is prescribed by law. Further information can be found in our T&Cs available on our website.

Have a nice afternoon.

Kind regards,
Team Videoslots
Which law exactly? Can you please quote the Maltese and eu law that states you can withhold a withdrawal because of a sow request but simultaneously take in deposits. How come you didn’t stop those?

I’d like to see the law. Please quote it.

shameful behaviour from what I thought was a great casino. This is how you treat your best customers.
 
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Hi @Steviedoo,

Kindly note that as a Maltese company licensed by the Malta Gaming Authority (‘MGA’) under Maltese law, we are subject to both Maltese laws and EU laws, including but not limited to EU 5th AML Directive. That said, our obligation to withhold withdrawals is prescribed by law. Further information can be found in our T&Cs available on our website.

Have a nice afternoon.

Kind regards,
Team Videoslots
I've had a look through and can't find the term you are meaning, which one exactly is it please?
Where does it state what happens if a customer can't or won't provide SoW documentation and the procedure for getting their funds returned?
 
Also, if he's a UK player (I'm not sure he is), surely he's playing subject to the UKGC terms, which expressly allow withdrawals to be processed?
 
Further re my account being blocked now they say they have discovered $150+ in BC from last year but didn't give me the dates or how many transactions. I'm going to have fun with this as I know there is none. If any ones uses Instadebit you know how strict they are if a BC comes back to them they close your account and takes on average 2 weeks to re open and they have to recieve all funds before opening account. The BC has to go to Instadebit first then they resend to Videoslots. I'm sure mistake is 100% of Videoslots. I'm so close to closing account once I can show it was there fault I'll be posting it every where as the mess there making out of my account they should not be running a buisness period. Makes me wonder how safe my info is with Videoslots. I'll let you know what type of excuse they make when they relize they made the mistake and even if they would acknowledge they made the mistake.
 
So Steviedooooo, what did you do? :p


I've spent the morning and afternoon researching the Malta Gaming Authority (‘MGA’) under Maltese law, Maltese laws and EU laws, and the EU 5th AML Directive and I have yet to find anything that says they can withhold a withdrawal until I give them the SOW docs ...

Maybe team Videoslots would like to step in and post that law that they are so liberally quoting.
 
I've spent the morning and afternoon researching the Malta Gaming Authority (‘MGA’) under Maltese law, Maltese laws and EU laws, and the EU 5th AML Directive and I have yet to find anything that says they can withhold a withdrawal until I give them the SOW docs ...

Maybe team Videoslots would like to step in and post that law that they are so liberally quoting.
Move over @colinsunderland and @ternur. :p

Trust me you can quote the law and still nothing will get done it is pretty sad as I am going through a legal issue myself.
 
Please correct me if I'm wrong I know it's only 12hrs since they sent me this email re bc. and has deactivated my account on and off 3 times since the last Fri. Trust me if I had a bc my account it would have been blocked a long time ago and Instadebit account would of been blocked as well. My beef is out of the blue they say I owe them $150.00 from last year yet they don't give me the transaction number/s date and time. What? any casino can tell you that you owe money to them without any proof? how unprofessional. Is it from Jan, July maybe Dec 2020 how I'm to know? I've asked 2 times to send me proof of the bc transactions and no reply but they were quick with all other emails. I've deposited $200000 plus since 2016, if I was going to screw them out of $150 from a year ago why would I continue to deposit thousands since. Utterly unprofessional on their behalf. Seriously you send me an email about money owed from a year ago???
without telling me when these transactions apparently took place how I'm I to cross-reference with my Instadebit and bank account and why replies stop when I asked for proof of the transactions. If they can tell me I owe them exactly $150.75 where did that figure come from. Videoslots you need to send me the when exactly the transactions took place period!!!!!




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Btw are they trying to chase their Canadian players away? If so I don't care, plenty of fish in the sea. They don't stand out like they usta anyways.
Similar situation, said I owed them from double payment through gigadat, never let it go and I also was a everyday high depositing player since day one. I finally had enough of the emails and demands without proof so just closed my account. Good luck though.
 
Please correct me if I'm wrong I know it's only 12hrs since they sent me this email re bc. and has deactivated my account on and off 3 times since the last Fri. Trust me if I had a bc my account it would have been blocked a long time ago and Instadebit account would of been blocked as well. My beef is out of the blue they say I owe them $150.00 from last year yet they don't give me the transaction number/s date and time. What? any casino can tell you that you owe money to them without any proof? how unprofessional. Is it from Jan, July maybe Dec 2020 how I'm to know? I've asked 2 times to send me proof of the bc transactions and no reply but they were quick with all other emails. I've deposited $200000 plus since 2016, if I was going to screw them out of $150 from a year ago why would I continue to deposit thousands since. Utterly unprofessional on their behalf. Seriously you send me an email about money owed from a year ago???
without telling me when these transactions apparently took place how I'm I to cross-reference with my Instadebit and bank account and why replies stop when I asked for proof of the transactions. If they can tell me I owe them exactly $150.75 where did that figure come from. Videoslots you need to send me the when exactly the transactions took place period!!!!!




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So because the payment system they use is clearly not fit for purpose, they expect you to pay $150 but haven't actually shown you any proof that you owe it? Surely that is the first thing you would include in an email to someone chasing money up, especially if they don't know anything about it?
 
Hi all,

@deepsky2 -- It appears that we made mistakes on our end. I have corrected these, and I apologize for the inconvenience. Let me know if I can assist further.

@Steviedoo -- The legislative document in question is the Implementing Procedures ('IP'), issued in terms of the Prevention of Money Laundering and Funding of Terrorism Regulations by the Maltese Financial Intelligence Analysis Unit in conjunction with the Malta Gaming Authority. This document can be found
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. Should you require assistance with the interpretation of the IP's provisions, you can send us I PM, but I recommend that you seek advice from a legal professional.

Have a nice day, everyone.

Kind regards,
Team Videoslots
 
Thanks, Team Videoslots, however, like to point out I wasn't disputing the $16 it was the 150$ also I did get an email from cs that you are giving the disputed $ 16 as I one-time gesture thanks but you took the $16 out of my account a few days ago. But no worries you can keep the $16 that was a legit BC.
 
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