Videoslots ongoing account issue

steveh35

Paleo Meister (means really, really old)
Joined
Aug 25, 2010
Location
doncaster
Hi

On the 1 May 2024 I committed a heinous crime, a crime so bad my accounts at Videoslots and Mr Vegas were immediately locked, what was this crime, that was so bad no one at the casinos knows how to reopen my accounts? The crime was.... I dared to move house. In committing this mortal sin and updating my new address my accounts were immediately made inactive.

After sending my proof of address to both sites the same afternoon they still could not reactivate my account, after spending days communicating with live chat and constantly receiving generated emails saying your account is now working and then being told it's your cookies delete your cookies etc, still no joy, it cannot be a cookies issue when the account is inactive on mobile and pc and any browser. I have £9.92 in the account I was also given the ridculous advice by one live chat operative to deposit some money to be able to withdraw it, when I clearly cannot deposit or withdraw.

I decided to try the Videoslots rep on here, again after weeks of nothing happening except the generated emails and just being told it was being looked into, I asked them to refer it to someone who might know how to fix it and was told it would be passed to their developers but this is a long process.

On 30 May I asked the Videoslots rep if there was any update and received the following response:

After further review of this issue, it was noticed that there is a technical issue which we have forwarded to our Developers as they identified it. They have implemented a fix for this ever since, however, they will need to rectify the issue for the users which have already been affected manually.

As of now, we haven't received any further updates yet, but rest assured your account was added to the list to fix, and we'll make sure to let you know as soon as the team in charge confirms that the issue has been fixed for your account.


It is now 19 June and still my Videoslots account is inactive and it has £9.94 sat in it staring at me for the last 7 weeks, I am unable to deposit or withdraw, play any battles or any games but they handily keep sending me emails offering me fantastic deposit bonuses and free spins to add salt to the wounds.

All this because I moved house, no other casino I changed my address with has had any such issue and Videoslots tell me there is no reason my account should be inactive as I am fully verified so it's anyone's guess how long this situation will continue.

Maybe @Mr Wild has some idea how to resolve this issue or knows how long the waiting time is .

videoslotsinactiveimage.webp


I
 
Award winning Videoslots is reviewed by Casinomeister
Hi

On the 1 May 2024 I committed a heinous crime, a crime so bad my accounts at Videoslots and Mr Vegas were immediately locked, what was this crime, that was so bad no one at the casinos knows how to reopen my accounts? The crime was.... I dared to move house. In committing this mortal sin and updating my new address my accounts were immediately made inactive.

After sending my proof of address to both sites the same afternoon they still could not reactivate my account, after spending days communicating with live chat and constantly receiving generated emails saying your account is now working and then being told it's your cookies delete your cookies etc, still no joy, it cannot be a cookies issue when the account is inactive on mobile and pc and any browser. I have £9.92 in the account I was also given the ridculous advice by one live chat operative to deposit some money to be able to withdraw it, when I clearly cannot deposit or withdraw.

I decided to try the Videoslots rep on here, again after weeks of nothing happening except the generated emails and just being told it was being looked into, I asked them to refer it to someone who might know how to fix it and was told it would be passed to their developers but this is a long process.

On 30 May I asked the Videoslots rep if there was any update and received the following response:

After further review of this issue, it was noticed that there is a technical issue which we have forwarded to our Developers as they identified it. They have implemented a fix for this ever since, however, they will need to rectify the issue for the users which have already been affected manually.

As of now, we haven't received any further updates yet, but rest assured your account was added to the list to fix, and we'll make sure to let you know as soon as the team in charge confirms that the issue has been fixed for your account.


It is now 19 June and still my Videoslots account is inactive and it has £9.94 sat in it staring at me for the last 7 weeks, I am unable to deposit or withdraw, play any battles or any games but they handily keep sending me emails offering me fantastic deposit bonuses and free spins to add salt to the wounds.

All this because I moved house, no other casino I changed my address with has had any such issue and Videoslots tell me there is no reason my account should be inactive as I am fully verified so it's anyone's guess how long this situation will continue.

Maybe @Mr Wild has some idea how to resolve this issue or knows how long the waiting time is .

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I
They are working on a fix for this. It wasnt something simple to solve strangely enough... They believe fix should be done by monday.
 
@Mr Wild not sure what happen to MR Vegas they block my account also,
View attachment 198283
This seem to be something with your IP?
Can you check what IP check up services are registering your IP from and where are you playing from?
We block IP from many countries we dont have a license from, sometimes the IP address you use might not be up to date in the internet service providers of IP look up. Then this message might occur.
 
They are working on a fix for this. It wasnt something simple to solve strangely enough... They believe fix should be done by monday.
Well we are now into month 3 since this started, Monday has been and gone and still no resolution, how on earth can "the casino of the year" get themselves into such a predicament that they have allowed people's accounts to be blocked with no way of unblocking without having to resort to months of looking for a fix.

It really is unbelievable that you have got yourselves into such a position.
 
Well we are now into month 3 since this started, Monday has been and gone and still no resolution, how on earth can "the casino of the year" get themselves into such a predicament that they have allowed people's accounts to be blocked with no way of unblocking without having to resort to months of looking for a fix.

It really is unbelievable that you have got yourselves into such a position.

I'm no casino operator and there is possibly a lot more to this, however this being said, I feel the simplest and most straightforward solution would be to allow the creation of a new account and a note being put on by VS management, explaining why a 2nd account was created (and allowed)

Some may not want to do this due to XP level etc but with the wheels for upgrading levels now removed in most jurisdictions I cannot see this being a reason not to use this as a solution.
 
I'm no casino operator and there is possibly a lot more to this, however this being said, I feel the simplest and most straightforward solution would be to allow the creation of a new account and a note being put on by VS management, explaining why a 2nd account was created (and allowed)

Some may not want to do this due to XP level etc but with the wheels for upgrading levels now removed in most jurisdictions I cannot see this being a reason not to use this as a solution.
My goodness you simply cannot be asking for such a common sense approach here by setting up a 2nd account and closing the original one.

As per the T&C's section 14.5 states "Under no circumstances would we allow anybody under ANY circumstances to create a second account, anyone found doing this or even suggesting it will result in full prosecution which may result in a lifetime prison sentence".
 
My goodness you simply cannot be asking for such a common sense approach here by setting up a 2nd account and closing the original one.

As per the T&C's section 14.5 states "Under no circumstances would we allow anybody under ANY circumstances to create a second account, anyone found doing this or even suggesting it will result in full prosecution which may result in a lifetime prison sentence".


Ha! That term is laughable.

Well, the first bit is fine. The last bit? Neeeeeever gonna happen.
 
Casinomeister still give Videoslots a rating of 9.1. Customer experiences seem to suggest this is unwarranted and perhaps it is time for Casinomeister to downgrade them.
 
Casinomeister still give Videoslots a rating of 9.1. Customer experiences seem to suggest this is unwarranted and perhaps it is time for Casinomeister to downgrade them.
The way things are with Videoslots it's not a downgrade they need it's complete removal.

Management are in complete denial at the severity of things, the lack of understanding of their actions and the mind games they play.

I personally know two players, one who simply changed her address and another who took a short self-exclusion to save up for a car and once they returned to the site made a deposit and was about to play the account was logged out, deposits held then spent many hours waiting in long chat queues & given the general run-around. It took one 3 weeks for the deposit to be returned to her and another 7 weeks for the other. All emails ignored.

One of them ended up having a nervous breakdown due to it & ended up on medication because she thought she had been scammed, Videoslots took every ounce of energy from her.
 
Today is exactly 4 months since my Videoslots and Mr Vegas accounts were made inactive and still there is no sign of this being resolved and Casinomeister still rates Videoslots as 9.1 out of 10.
 
I have now received the following message from Videslots:

Hi @steveh35

We have deployed a fix for the issue you were facing.

You should be able to deposit, withdraw and wager just as normal now.

Please keep us posted if any issues arise so that we can investigate it for you.


Sigh no I cannot do any of those things but you keep telling me you have fixed it, it is the same as it has been now for 4 months. I cannot open any game, deposit, withdraw, play any battles.

So I have now given up I had a feeling this would never get sorted and goodness knows how many other people are in the same boat, no wonder they are worried about profit margins if they are blocking people unwillingly and don't know how to unblock them.
 
There new site aint much better i signed up the other day and like you i cant do anything. Tells me i need to deposit to activate my account but when i try to deposit it tells me im blocked from depositing lol and like you there was a fix for this but it still doesnt work.
 
There new site aint much better i signed up the other day and like you i cant do anything. Tells me i need to deposit to activate my account but when i try to deposit it tells me im blocked from depositing lol and like you there was a fix for this but it still doesnt work.
As we have said before they open a new site without fixing the old one, Mr Wild says they will build a newer version let's hope for the people who play on it they think about it and get it right rather than rush it for extra profit. I started using Paddy Power promotions they are quite good and yesterday got some free spins on play n go new game on unibet and won over £150 after getting bonus retrigger four times at 10p a spin. So to be honest I don't miss Videoslots apart from the battles which we fun but they have dug their own grave with the bugged system and a site that cannot cope with battle nights.
 
I am please to report that Videoslots have finally sorted the issue and I have access back to my Videoslots and Mr Vegas accounts. So this thread can now be closed as resolved.
 
Took a long time and persistence, who knows what the problem was but let's hope that it's sorted for everyone and Videoslots learn from this for the future and make their systems less buggy and more resistent.
that would be the best outcome but failing that i guess the answer is dont move house lol
 
Took a long time and persistence, who knows what the problem was but let's hope that it's sorted for everyone and Videoslots learn from this for the future and make their systems less buggy and more resistent.
The problem has been our cross check accounts between brands and it has locked down a few of our customers. We have had trouble fixing it. There are still some locked and we are working on it. Issue is not VS only, but accross brands.
 
The problem has been our cross check accounts between brands and it has locked down a few of our customers. We have had trouble fixing it. There are still some locked and we are working on it. Issue is not VS only, but accross brands.
So if I understand this correctly when both my accounts were blocked, as I only contacted Videoslots customer service and on here not Mr Vegas , that the issue was with Mr Vegas accounts not being checked against Videoslots ones? Because I got an email yesterday saying my Mr Vegas account had been verified.

So the whole time all that actually needed to be done was for Mr Vegas and Videoslots to talk to each other and verify both accounts and it would have been sorted?

A lot of wasted time and effort over months and months for maybe something that should have been spotted sooner, I assume like myself I mentioned both casinos constantly in my corrrespondence and maybe a connection that it happened on both casinos at same time should have been a clue to your partners?

So could people being unable to deposit on the new casino also be a cross platform identity issue?
 
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So if I understand this correctly when both my accounts were blocked, as I only contacted Videoslots customer service and on here not Mr Vegas , that the issue was with Mr Vegas accounts not being checked against Videoslots ones? Because I got an email yesterday saying my Mr Vegas account had been verified.

So the whole time all that actually needed to be done was for Mr Vegas and Videoslots to talk to each other and verify both accounts and it would have been sorted?

A lot of wasted time and effort over months and months for maybe something that should have been spotted sooner, I assume like myself I mentioned both casinos constantly in my corrrespondence and maybe a connection that it happened on both casinos at same time should have been a clue to your partners?

So could people being unable to deposit on the new casino also be a cross platform identity issue?
No, its a technical issue. But most of the issues has been resolved.
 
I join today new Sister casino of @Team.Videoslots and @Mr Wild Mega Riches looks ok, not sure what happen to merkur slots they not there, will be nice if you guys add some new providers like BGaming,Gamomat,Amatic etc
lets hope we get lots off bonus offers 😂
 
So here we go again I can deposit , play games, play battles but guess what I cannot do at Videoslots? Withdraw yes folks WITHDRAW IS DISABLED ON MY ACCOUNT. They take your money, they take your time and when you win something you cannot claim it. Live chat handily offered to disable my account again so I don't spend my winnings while they investigate. After all the fuss I had over the 4 months I told them what to do with that idea. Can this site ever get anything right:mad: :mad::mad: @Team.Videoslots.
 
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