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.JPG

I
 
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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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.
 

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