Casino Complaint Videoslots "Random Security Check"

chaydney

Banned User
PABinit
Joined
Sep 24, 2019
Location
West Sussex
My account is fully verified - I noticed my withdrawal facility wasn't working even thought there was no ID requested under documents. I was able to make deposits before I noticing. I have over £10000 from winning (finally) and they won't do anything to help in support and just keep saying they will email me.
There's many similar cases about them when winnings are high (example):
https://thegamblingcommunity.com/forum/index.php?/topic/4044-big-videoslots-complaint/
Mid game they have deactivated my account - I want my money withdrawing. Please can somebody help?!
 

chaydney

Banned User
PABinit
Joined
Sep 24, 2019
Location
West Sussex
My account is fully verified - I noticed my withdrawal facility wasn't working even thought there was no ID requested under documents. I was able to make deposits before I noticing. I have over £10000 from winning (finally) and they won't do anything to help in support and just keep saying they will email me.
There's many similar cases about them when winnings are high (example):
https://thegamblingcommunity.com/forum/index.php?/topic/4044-big-videoslots-complaint/
Mid game they have deactivated my account - I want my money withdrawing. Please can somebody help?!

@Team.Videoslots



@Team.Videoslots[/
 

chaydney

Banned User
PABinit
Joined
Sep 24, 2019
Location
West Sussex
still no response and my account still "deactivated". support just keep saying be patient whilst the relevant team deal with my "case" and they will email me when completed. No reason, explanation, notice before deposits/deactivation, timeframes....nothing. I have £10700 in my account and want to withdraw it as i attempted many times over a week ago when i realised my withdrawal facility was not functional. All my documents were approved and verified. Random security check???
 

chaydney

Banned User
PABinit
Joined
Sep 24, 2019
Location
West Sussex
What is the status? I tried to make videoslots aware of the topic but they missed it...

I'm so frustrated right now as I received the following email yesterday with no reason atall. The same day they deactivated my account they emailed to confirm ID all verified!! They allowed thousands to be deposited yet only deactivated in a big win where I had a balance over £10K. Seems so unfair and they have no courtesy beforehand to notify me (they suspended withdrawals before deactivating my account BUT still let me make many deposits!!!!!

"
Hello Christina,

I'm contacting you to inform that your account has been closed due to breaching our T&C. Please refer to 1.4

1.4 Videoslots reserves the right, at its own discretion, to:
  • refuse the opening of a Videoslots Account or to close an existing account;
  • refuse deposits without any explanation, provided that any wagers or if winnings already made will be honoured by the Company as long as these were not acquired by fraud or other illegal or illicit means;
  • suspend or cancel the Account at our own discretion from promotional activities, competitions or other services.

Should you have any questions, please do not hesitate to contact us again"

Please help me get my money!!!
 

Nordog

Experienced Member
Joined
Nov 15, 2018
Location
Norge
Maybe they closed your account, but it sais

  • refuse deposits without any explanation, provided that any wagers or if winnings already made will be honoured by the Company as long as these were not acquired by fraud or other illegal or illicit means
So unless you did commit fraud, or did anything else illegal etc you should get your money.
 

nikantw

Banned User
Joined
Jan 28, 2011
Location
EU
I'm so frustrated right now as I received the following email yesterday with no reason atall. The same day they deactivated my account they emailed to confirm ID all verified!! They allowed thousands to be deposited yet only deactivated in a big win where I had a balance over £10K. Seems so unfair and they have no courtesy beforehand to notify me (they suspended withdrawals before deactivating my account BUT still let me make many deposits!!!!!

"
Hello Christina,

I'm contacting you to inform that your account has been closed due to breaching our T&C. Please refer to 1.4

1.4 Videoslots reserves the right, at its own discretion, to:
  • refuse the opening of a Videoslots Account or to close an existing account;
  • refuse deposits without any explanation, provided that any wagers or if winnings already made will be honoured by the Company as long as these were not acquired by fraud or other illegal or illicit means;
  • suspend or cancel the Account at our own discretion from promotional activities, competitions or other services.

Should you have any questions, please do not hesitate to contact us again"

Please help me get my money!!!

As even VS suggested your best option is to do a PAB
Please read the terms carefully.
 

chaydney

Banned User
PABinit
Joined
Sep 24, 2019
Location
West Sussex
Maybe they closed your account, but it sais

  • refuse deposits without any explanation, provided that any wagers or if winnings already made will be honoured by the Company as long as these were not acquired by fraud or other illegal or illicit means
So unless you did commit fraud, or did anything else illegal etc you should get your money.
Thank you for your reply. Definitely not illegal/fraud - used my money and card and all was verified. I was playing a couple of slots on my laptop at the time so unless multiple games not allowed but I always do that??

@Team.Videoslots please explain
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
So they have claimed you have broken terms and conditions, but not told you which one? I would be asking for my funds to be sent to me and if I didn't get them I would be submitting a SAR to Videoslots, specifically asking for

1. Full account history, including bets, deposits and withdrawals
2. Any notes made on the account by Videoslots
3. Details of any automated or manual decision making made on the account
4. Anything further leading to the account closure

Then take it from there. You can also submit a PAB or use an ADR, but if you submit a PAB then you can't post about it anymore until Max closes the PAB.
 

chaydney

Banned User
PABinit
Joined
Sep 24, 2019
Location
West Sussex
Thank you for your advice.

I literally have had no reason given atall.

I was able to withdraw on my account prior to this to my card I've always used. I verified my bank account also and received an approved email and how is passed the security checks. I carried on using my account and depositing. I attempted a withdrawal after a lucky win and that's when I realised I couldn't withdraw. I assumed they hadn't updated the system upon verifying the bank document- went onto chat and was advised the team who would do this would be in in a few hours.
I managed to get my balance over £10k and still it wouldn't allow a withdrawal. Mid game play at avout 7am my account was deactivated. To this day I haven't had a reason other than random security check.

Obviously now it's clear that a block on my withdrawals had been activated and was nothing to do with my bank doc. Surely I should have been advised of any change on my account - yet they keep the deposit facility available!!!!

I cannot believe the service and how my account has been handled.

@Team.Videoslots - why no response/help please????
 

chaydney

Banned User
PABinit
Joined
Sep 24, 2019
Location
West Sussex
@chaydney , once again, Team Videoslots said you should do a PAB: Videoslots - Newly Accredited

"We will not comment any further on that case but we suggest the player to do a PAB."

Quoting them again and again is pointless. You asked for help, please accept it. Do a PAB or do what Colin said first.
Sorry
I'm new on here as not needed to get help before so missed half the threads!! Just been looking through them now so I have seen about doing a PAB

Thanks all
 
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