Videoslots - Newly Accredited

[colinsunderland]

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

can you answer my question as to which one of your terms has the further information on your obligation to withhold withdrawals please?

 

[Team.Videoslots]

Hi @colinsunderland,

Sorry I missed your question. Please see clause 2.10. and 2.11. of our general

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Let me know if I can help with anything else.

Kind regards,
Team Videoslots

 

[colinsunderland]

2.10. Videoslots is required to verify the Player's identity. This is done through third party electronic verification where possible. When electronic verification is not possible You will be requested to provide Videoslots with identity documents such as a copy of Your passport, driving licence or other documentation to enable Videoslots to fully verify Your age and identity. Videoslots may ask You to update Your documents previously supplied to it if You have a change of circumstances such as You change Your residential address, or Your identity documents already provided expire. Other than at the point of registration for a Player Account, Videoslots may ask for identity documents at various other points as it may be required to do at law and/or regulation. In addition to identity documents, Videoslots may also ask You to provide source of funds and/or source of wealth documents such as bank statements, employment information, tax declarations and any other information relevant to Your financial status. Whenever the accumulated transactions made by a Player on the Website exceeds € 2,000.00 (or equivalent in £), Videoslots may also carry out additional due diligence checks in relation thereto, and at that point Videoslots may also request further due diligence documentation from You.

Videoslots will contact the Player to provide due diligence documentation and will always blank out sensitive and confidential information. Videoslots will process the withdrawal once satisfactory proof has been received.

2.11. Once all satisfactory due diligence documentation has been received Videoslots ensures to process all withdrawals within 48 hours, without making any guarantee thereof. There may be instances when a Player’s gaming patters need to be investigated prior to authorising a withdrawal and in such cases the Player acknowledges that delays in processing withdrawals can be expected in certain instances, and for such reasons Videoslots may not be in a position to provide an explanation as to why a withdrawal is not yet processed.

I don't see anything in there that has any further information on any obligations you might have, just that you might hold withdrawals. It also doesn't state what will happen if a customer cannot or will not provide the documents you require.

The AML laws are pretty clear that if it becomes clear a customer won't supply the information that the account should be closed immediately though, then your obligations are clear once thats done. From what @Steviedoo has said you haven't done that though. Maybe @Steviedoo can confirm her account is now closed then she will obviously be able to work out a timeline for you to pay her, in line with the regulations you are following?

 

[Steviedoo]

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

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

. 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

Thank you
I will have a look at these.

 

[Steviedoo]

2.10. Videoslots is required to verify the Player's identity. This is done through third party electronic verification where possible. When electronic verification is not possible You will be requested to provide Videoslots with identity documents such as a copy of Your passport, driving licence or other documentation to enable Videoslots to fully verify Your age and identity. Videoslots may ask You to update Your documents previously supplied to it if You have a change of circumstances such as You change Your residential address, or Your identity documents already provided expire. Other than at the point of registration for a Player Account, Videoslots may ask for identity documents at various other points as it may be required to do at law and/or regulation. In addition to identity documents, Videoslots may also ask You to provide source of funds and/or source of wealth documents such as bank statements, employment information, tax declarations and any other information relevant to Your financial status. Whenever the accumulated transactions made by a Player on the Website exceeds € 2,000.00 (or equivalent in £), Videoslots may also carry out additional due diligence checks in relation thereto, and at that point Videoslots may also request further due diligence documentation from You.

Videoslots will contact the Player to provide due diligence documentation and will always blank out sensitive and confidential information. Videoslots will process the withdrawal once satisfactory proof has been received.

2.11. Once all satisfactory due diligence documentation has been received Videoslots ensures to process all withdrawals within 48 hours, without making any guarantee thereof. There may be instances when a Player’s gaming patters need to be investigated prior to authorising a withdrawal and in such cases the Player acknowledges that delays in processing withdrawals can be expected in certain instances, and for such reasons Videoslots may not be in a position to provide an explanation as to why a withdrawal is not yet processed.

I don't see anything in there that has any further information on any obligations you might have, just that you might hold withdrawals. It also doesn't state what will happen if a customer cannot or will not provide the documents you require.

The AML laws are pretty clear that if it becomes clear a customer won't supply the information that the account should be closed immediately though, then your obligations are clear once thats done. From what @Steviedoo has said you haven't done that though. Maybe @Steviedoo can confirm her account is now closed then she will obviously be able to work out a timeline for you to pay her, in line with the regulations you are following?

so just checked my account....it's not closed yet but I imagine it will be soon....

however they paid out my withdrawal of $350 yesterday.

thank you videoslots for coming to your senses.

thank you colin for being an advocate for all players on this forum.

 

[Jono777]

@Team.Videoslots

Quick query please.....

Is Dead or Alive video slot down for maintenance, won't load with the constant "Technical Error" message, yet other Netent games work fine??

Thanks in advance

 

[slotmaster]

Gotta put back the lower RTP version as you know we were all hitting free spins too much. *Rolls eyes*

 

[Team.Videoslots]

HI @Jono777,

Thank you for bringing this to our attention. We have reached out to Netent and will update as soon as we know more.

Have a nice afternoon.

Kind regards,
Team Videoslots

 

[Kroffe]

HI @Jono777,

Thank you for bringing this to our attention. We have reached out to Netent and will update as soon as we know more.

Have a nice afternoon.

Kind regards,
Team Videoslots

If you cant fix it in time for the battleweekend, i have noticed Reel rush has been working perfectly in the battles it has been used.
So if you need a replacement for doa....

On a more serious note, if its not fixed before battleweekend starts, you could swap it for Whos the bride.
Its a clone of Doa made for the asian market, so same provider, same betsize etc.

 

[thr0b]

Had issues loading DOA on Sky last night. I've seen notices on a few sites that NetEnt is down for maintenance, so presumably lower RTP versions are going up in lots of places.

 

[irish-ranger]

Had issues loading DOA on Sky last night. I've seen notices on a few sites that NetEnt is down for maintenance, so presumably lower RTP versions are going up in lots of places.

Hmmmm hope not as its currently down on jonny jackpot which would mean WHG are also going down this route..

 

[thr0b]

Hmmmm hope not as its currently down on jonny jackpot which would mean WHG are also going down this route..

They are - discussed on another thread, that one. Edit: unless you mean White Hat.

 

[irish-ranger]

They are - discussed on another thread, that one. Edit: unless you mean White Hat.

Yea sorry mate I ment white hat..

 

[Team.Videoslots]

Hi @Jono777,

Dead or Alive is up and running again.

Have a nice weekend, everyone!

Kind regards,
Team Videoslots

 

[DreamRJ]

Hi @Jono777,

Dead or Alive is up and running again.

Have a nice weekend, everyone!

Kind regards,
Team Videoslots

I wished it was still down and you replaced it with another preferably with a 0.20p slot OR how about Reel Rush OR Jack Hammer 2 hahahahahaha. Obviously I am dreaming again......

 

[Jono777]

Hi @Jono777,

Dead or Alive is up and running again.

Have a nice weekend, everyone!

Kind regards,
Team Videoslots

Thank you!

Just an FYI, the game is working fine, however you guys need to take the maintenance tag off the games thumb nail

A good weekend to you also.

 

[Playford7]

so just checked my account....it's not closed yet but I imagine it will be soon....

however they paid out my withdrawal of $350 yesterday.

thank you videoslots for coming to your senses.

thank you colin for being an advocate for all players on this forum.

Result, glad you got your money mate

 

[DreamRJ]

@Team.Videoslots - Is it your plan to have a special promotion for each day of the week? We now have the Frenzy Monday's, Tuesday Madness, Thursday Frenzy's, Mystery Fridays.......... So that leads me to a hole in Wednesday is missing? Do you have something planned for Wednesdays in the works too?

Just curious.

I could suggest one for you, How about a Freeroll battle that is free to enter but it has a €5000 or €10000 euro prize pool? Similar to the €500 free roll battles you do twice a day? Just a suggestion anyway

 

[Playford7]

@Team.Videoslots - Is it your plan to have a special promotion for each day of the week? We now have the Frenzy Monday's, Tuesday Madness, Thursday Frenzy's, Mystery Fridays.......... So that leads me to a hole in Wednesday is missing? Do you have something planned for Wednesdays in the works too?

Just curious.

I could suggest one for you, How about a Freeroll battle that is free to enter but it has a €5000 or €10000 euro prize pool? Similar to the €500 free roll battles you do twice a day? Just a suggestion anyway

@DreamRJ the proverbial thorn of videoslots side for many a year haha!

just kidding mate, like speak as you feel pal!

 

[Mr_Slot5]

@DreamRJ the proverbial thorn of videoslots side for many a year haha!

just kidding mate, like speak as you feel pal!

The guy would have them go bankrupt if they followed all of his suggestions

 

[DreamRJ]

The guy would have them go bankrupt if they followed all of his suggestions

I would never suggest that VS should just do a 10 million euro freeroll. I know the limits haha. Why would I want VS to go bankrupt?

 

[Mr_Slot5]

I would never suggest that VS should just do a 10 million euro freeroll. I know the limits haha. Why would I want VS to go bankrupt?

10 million Euro free roll, now that would be a spectacle

 

[Pixie]

@Team.Videoslots something is wrong..... can´t log in !!!
Fixed...!

 

[Team.Videoslots]

HI @Pixie,

Spelpaus was down for a bit. It was a general issue affecting all casinos. Sorry for the inconvenience.

@DreamRJ -- Thank you for your feedback. We may add a promo for Wednesday in the future, but no plans to share in that regard right now.

Have a great day ahead.

Kind regards,
Team Videoslots

 

[DreamRJ]

@Team.Videoslots - Bar Bar Black Sheep Remastered slot from MG? We used to be able to play this slot, Why have you restricted it for UK players?

 

[Team.Videoslots]

Hi @DreamRJ,

It's back up again.

Kind regards,
Team Videoslots

 

[sueyh]

@Team.Videoslots

Hello, team VS. I have sent you an email regarding to the issue I'm having. Thank you for your help.

 

[Team.Videoslots]

Hi @sueyh,

Thanks - I will have a look and reply to you asap. Hope we can sort it out soon.

Best regards,
Team Videoslots

 

[Kroffe]

Hi @Kroffe

It was some temporary issues, as you noticed, all sorted! We are looking into Book of Ra Classic, updating asap.

Have a nice day.

Best regards,
Team Videoslots

Then:

Now:

To be fair i kind of forgot about it aswell.
Any update on Book of ra classic and why its on 92% instead of 95% for the Swedish market?

 

[Team.Videoslots]

Hi and sorry @Kroffe,

We are looking into it and will get back to you asap.

Kind regards,
Team Videoslots

 

[Kroffe]

Hi and sorry @Kroffe,

We are looking into it and will get back to you asap.

Kind regards,
Team Videoslots

Ill come back with another post in May if i have to, dont think ill forget about it.

 

[DreamRJ]

Hi @sueyh,

Thanks - I will have a look and reply to you asap. Hope we can sort it out soon.

Best regards,
Team Videoslots

Thanks, I see you fixed it and now made it available for UK players

Appreciate it, I used to play this slot a lot in the past.

 

[sueyh]

@Team.Videoslots

Hello team VS. I'm just wondering if you got my email yesterday since I didn't get a reply from you. If you have, is there any update please?

 

[Team.Videoslots]

Hi @sueyh,

No, I haven't seen anything. Send us an email at [email protected], and I will do my best to help you.

Kind regards,
Team Videoslots

 

[sueyh]

@Team.Videoslots

The email sent. Hopefully you will get it this time. Thank you for your help.

 

[irish-ranger]

@Videoslots why wasn't I requested this before making a deposit like ie on log in instead of after depositing more which would be the moral thing to do..

 

[colinsunderland]

@Videoslots why wasn't I requested this before making a deposit like ie on log in instead of after depositing more which would be the moral thing to do..

It's ok, they just lost your data, but didn't tell you.
Nice security there, supposed to keep stuff like this safe and secure.

 

[DreamRJ]

But like WTF is VS upto now with all these database issues? Not cool. This is peoples private documents. How do we know they have not been compromised? Or even worse?

I mean I love VS but I have noticed this has happened to a lot of players the last month. I too had to re-verify my paypal with them as they lost that too. I did not get compensated any spins for it either, I got nothing lol.

 

[Mr_Slot5]

But like WTF is VS upto now with all these database issues? Not cool. This is peoples private documents. How do we know they have not been compromised? Or even worse?

I mean I love VS but I have noticed this has happened to a lot of players the last month. I too had to re-verify my paypal with them as they lost that too. I did not get compensated any spins for it either, I got nothing lol.

Really? Was automatic for me, as soon as the document was uploaded the reward was added.

 

[DreamRJ]

Really? Was automatic for me, as soon as the document was uploaded the reward was added.

Yep really, I got nothing

 

[Lincolnuk]

Data Base issue's. Losing Data???? I wondered why i had purchased them 26 Apple ipads amazon Keep ringing me about.

 

[Team.Videoslots]

Hi @irish-ranger,

I will look into when the pop-up is triggered to see if it's anything we can improve. Thank you for the feedback, and we are sorry for the inconvenience.

Have a nice week ahead, everyone.

Kind regards,
Team Videoslots

 

[colinsunderland]

Hi @irish-ranger,

I will look into when the pop-up is triggered to see if it's anything we can improve. Thank you for the feedback, and we are sorry for the inconvenience.

Have a nice week ahead, everyone.

Kind regards,
Team Videoslots

So what is the technical error causing customers to have to resend documents you already have? You already have them so why not just use what you have rather than asking customers to send the same things again?

 

[sueyh]

@Team.Videoslots

Hello, is there any update with the withdrawal issue I have? Thank you.

 

[sueyh]

I just got an quite interesting email from Team VS. The withdrawal I made on 25th Feb by Visa Debit didn't hit the bank so I contacted team VS and I was told by the payment department following,

My bank doesn't accept money from gambling website, I have to raise the issue with my bank to make the fund to return.

2 things quite strange with the above statement.
Online gambling is legal in NZ as long as the website is based on overseas, so there is no reason for my bank to reject the money from gambling website, but the bigger issue is VS saying my bank is holding the money without notifying me. As far as I know the bank is not allowed to do that as long as that money is legit, and again, online gambling based on overseas is absolutely legal here.

Anyway, it is out of business hour here in NZ, so I'm going to go to the bank in person to check what is going on tomorrow. If any members here from NZ might be interested in this.

Anyway thank you for the help @Team.Videoslots , but I have feeling that there are more emails will be exchanged on following days and I will appreciate with your ongoing support.

 

[Team.Videoslots]

Hi,

No problem, Sueyh. I hope the issue is resolved shortly. I hope it won't be necessary, but if needed, we are happy to assist you further.

Have a nice day.

Kind regards,
Team Videoslots

 

[colinsunderland]

Hi,

No problem, Sueyh. I hope the issue is resolved shortly. I hope it won't be necessary, but if needed, we are happy to assist you further.

Have a nice day.

Kind regards,
Team Videoslots

Did you miss my question again?

 

[Team.Videoslots]

Hi @colinsunderland,

A technical error in firmware during a recommended upgrade affected two hard disks with documents uploaded by part of our customers during a certain time period. The upgrade was done to ensure high-level security and no unauthorized third-party access occurred. While the hard disks are being recovered, this incident has been reported. In the meantime, customers are being requested to upload the affected documents again to ensure KYC documents are in order. Requests are spread out over time to balance the workload and review documents as fast as possible.

Have a good afternoon.

Kind regards,
Team Videoslots

 

[sueyh]

@Team.Videoslots

Hello, team VS, I'm just letting you know that I have sent you an email, I remember last week for some reason you didn't get the email I sent to you, so I just want to make sure you get my email this time. Please let me know if you don't get my email. Thank you.

 

[JGslots]

@Team.Videoslots Is there any chance you could look into increasing the maximum file size for uploading docs from 3mb to like 8mb or something?

I have had problems with my emails being sent and my phone seems to be taking pictures that are like 5mb in size.

Rob