Videoslots refusing payment

RamonaMc

Newbie member
Joined
Nov 28, 2020
Location
Essex
This is a bit long winded so I'll shorten it as much as possible.
On the 30/31st October videoslots claim they emailed me asking for Source of wealth.(I've always had all my cards and bank accounts ect up to date and approved on the videoslots Dashboard). I didn't receive an email from them. During the month of November I deposited around £5.5k (No reminders about the source of wealth checks needed)
On 27th Novemeber I changed my bank card with them for deposits and withdrawals, they done this in about half an hour with no issues and yet again no mention of source of wealth needing to be done. That same night I deposited £700, a few hours later I clicked to make a withdrawal of £1500 and they didn't approve it.
I chased them the next day and they said they will not pay it until I complete source of wealth.
So later that day I made a deposit to see if they were blocking me from depositing due to lack of source of wealth and would you believe I was allowed to make a deposit!

This doesn't sit right with me in any way, I mean if they wont pay me out they shouldn't be allowing me to make a deposit either surely?? They still wont pay me out and have now blocked my account so I'm unable to log in

I've been in contact with them on here privately and they've not responded since last Friday so I'm not really sure where to go from here? Anyone had a similar issue or know the best route to go down?

Regards,
Mona
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
I never even knew VS was doing what Casumo was doing.. So now VS is denying withdraws until you complete SoW? This is not allowed and casinos should not be allowed to hold funds or deny a withdraw for SoW reasons alone.

@Team.Videoslots - I really hope you do not go down the route of Casumo, they are now to me and a lot of others classed as a rogue casino group. So please do not follow suit please!?

@RamonaMc - I hope they sort this out for you and you get your withdraw. This is out of line to be honest...... Please keep us updated in this thread please and thanks :) and good luck :)
 

RamonaMc

Newbie member
Joined
Nov 28, 2020
Location
Essex
@RamonaMc - I hope they sort this out for you and you get your withdraw. This is out of line to be honest...... Please keep us updated in this thread please and thanks :) and good luck :)
[/QUOTE]

Thank you, I will of course keep this thread updated, although at the speed Videoslots seem to work it may take a while.
 

RamonaMc

Newbie member
Joined
Nov 28, 2020
Location
Essex
Hi Mona,

I'm following up internally and will get back to you via email as soon as possible.

Have a nice day ahead.

Best regards,
Team Videoslots


That's great, hopefully it will be soon, in the meantime can you explain why my account has been Deactivated please? I mean I'm not about to deposit but surely I should be able to log onto my account to access information and make contact with yourselves if I want to?

Thanks,

Mona.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Just a reminder for @Team.Videoslots regarding what the UKGC said to me when Casumo were delaying withdrawals while still allowing deposits.

If they are still allowing you to make further deposits and gamble in the meantime however, then there should be no reason for them to delay your withdrawal. This is because if they are happy to continue taking money from you and letting you gamble, despite asking for documents, then they cannot also say they are concerned about your name, address, date of birth, affordability or source of funds.
 

RamonaMc

Newbie member
Joined
Nov 28, 2020
Location
Essex
Just a reminder for @Team.Videoslots regarding what the UKGC said to me when Casumo were delaying withdrawals while still allowing deposits.

That's exactly my point.
How was I allowed to make deposits totalling around £6.3k in the month after they claim to of asked for SOW and then the second I pressed withdraw they decided I need to prove everything to them and have now blocked my account and wont pay.
The UKGC will be my next port of call of this doesn't get me anywhere with them, one thing I know for sure is I wont be playing at Videoslots again.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Any casino who refuse to pay a withdrawal as they want a SoW completing after allowing deposits and play while waiting for it don't deserve to be accredited. There is absolutely no excuse for it. In fact, they should be rogue.

If they are so concerned about the legitimacy of the funds or that the customer has a gambling problem, so much so that they refuse to payout a withdrawal, then play and deposits should be blocked immediately. It is as simple as that.

If they don't block play/deposits, then clearly they are happy to take money from either a suspected problem gambler or someone who is suspected of using illegitimate funds.
 

RamonaMc

Newbie member
Joined
Nov 28, 2020
Location
Essex
Hi Mona,

I'm following up internally and will get back to you via email as soon as possible.

Have a nice day ahead.

Best regards,
Team Videoslots

Good morning,

Do you have any update? It's been nearly 2 weeks since I first messaged you directly on here yet you've not actually come back to me with any kind of update or resolution, I'm still locked out of my account and you still haven't paid me.
This kind of delayed response just isnt good enough in my opinion and I'm pretty sure I'm not going to be the only person thinking this.

Regards,
Mona.
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
Good morning @RamonaMc,

I shall update you via email later today. Due to the GDPR, I cannot comment on anyone's specific issues here. I hope we find a solution to your problem shortly.

Kind regards,
Team Videoslots

I think we should at least get an idea of what resolution you have came to with @RamonaMc Or maybe he can update this thread with the outcome once it has been done?

But honestly VS this is seriously not good. Please do not turn into casumo.....
 

Team.Videoslots

Award Winning Casino rep
Joined
Jul 23, 2018
Location
Malta
Hi @DreamRJ,

RemonaMc is, of course, welcomed to post any progress on the problems she has raised here. However, we won't comment directly on an individual problem, unfortunately.

What I can say is that we never request documentation if it's not a necessary part of our KYC obligations and would never withhold payments unless we don't have a choice. As most of you probably know, these types of checks are part of a regulatory framework we must follow.

We are listening to your feedback and are happy to review any procedures that can be improved.

Have a nice day ahead.

Best regards,
Team Videoslots
 

curremon

Senior Member
PABnononaccred
MM
Joined
Jan 26, 2013
Location
finland
But honestly aint this SOW shit protecting player ? If it is why it takes affect always when withdrawal is pending ? It should affect only deposits in future... This is just one way to casino start stalling players money...
 
  • Like
Reactions: JkG

Team.Videoslots

Award Winning Casino rep
Joined
Jul 23, 2018
Location
Malta
Hi curremon,

Depending on the situation, it can be requested to ensure that a player's activity is sustainable and not an affordability issue. In other cases, it might be a necessity as part of our KYC duties - sometimes both. Regardless of which, it's requested when we need that documentation and not to cause unnecessary inconveniences for anyone.

Best regards,
Team Videoslots
 

RamonaMc

Newbie member
Joined
Nov 28, 2020
Location
Essex
I think we should at least get an idea of what resolution you have came to with @RamonaMc Or maybe he can update this thread with the outcome once it has been done?

But honestly VS this is seriously not good. Please do not turn into casumo.....

I'll be updating this thread with anything that's said by Videoslots. I want everyone to see exactly what's going on and what's been said to me, I have nothing to hide and am being totally transparent with everything.

Regards,

Mona.
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
I'll be updating this thread with anything that's said by Videoslots. I want everyone to see exactly what's going on and what's been said to me, I have nothing to hide and am being totally transparent with everything.

Regards,

Mona.

Thanks appreciate it Mona and I wish you good luck. I am sure though VS will do the right thing and sort your withdraw out soon. They are a top notch casino. They also won casino off the year too on CM.

Take care :)
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
Why is it always at withdrawal time ( i know casinos must miss the reverse function). I have never been asking to provide additional docs at deposit
time,allowing a deposit should form a contractual obligation stating all wins and withdrawals from that deposit be honoured.The checks could and
should be carried out prior to the player being allowed to play.If its at withdrawal time the casino is either hoping the player will lose the funds or
holding the funds to ransom to force the player to submit any docs the casino deciedes it wants.
 

Mr Wild

Senior Member
Joined
Mar 10, 2015
Location
Malta
These are the UKGC regulation on AML. Before withdrawals can be done, either NCA (If not SOW can be established in cases of suspicion of money laundering) need to approve or CDD need to be obtained. Deposits and play can continue until company decides to terminate account.

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


1607943474384.png
 
Last edited:

RamonaMc

Newbie member
Joined
Nov 28, 2020
Location
Essex
These are the UKGC regulation on AML. Before withdrawals can be done, either NCA (If not SOW can be established in cases of suspicion of money laundering) need to approve or CDD need to be obtained. Deposits and play can continue until company decides to terminate account.

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


View attachment 146953

Any chance of telling me what these Acronyms mean? I've never been asked for anything from videoslots and everything was up to date on my Dashboard, if you read the original post you'll see they said they are holding the withdrawal due to SOW not for any other reason.

Regards

Mona
 

Team.Videoslots

Award Winning Casino rep
Joined
Jul 23, 2018
Location
Malta
Hi RamonaMc,

CDD = Customer Due Diligence (I have referred to it as KYC-check(s). SOW documents are part of the regulated CDD, as shown above.

Let me know if I can clarify anything else.

Best regards,
Team Videoslots
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
Ok i accept that the procedures are very specific ( love the anti terrorism bit in the link title), seems to be lack of foresight on the part
of the UKGC allowing further deposits and play being allowed after thresholds have been reached or problems flagged,if a problem
exists it is not logical to allow further deposits when there may be an affordability or other problem.
Surely the correct way to proceed is that the player is warned either before or after the deposit is made that may flag the alert,that
no withdrawals can be processed at that stage and the account is locked for any further transactions or play.
 

Mr Wild

Senior Member
Joined
Mar 10, 2015
Location
Malta
Ok i accept that the procedures are very specific ( love the anti terrorism bit in the link title), seems to be lack of foresight on the part
of the UKGC allowing further deposits and play being allowed after thresholds have been reached or problems flagged,if a problem
exists it is not logical to allow further deposits when there may be an affordability or other problem.
Surely the correct way to proceed is that the player is warned either before or after the deposit is made that may flag the alert,that
no withdrawals can be processed at that stage and the account is locked for any further transactions or play.

The correct way is to follow the regulation. One should also be aware that if CDD is not established within 30 days from when being requested, account should be terminated. Then follow the next steps accordingly either refund balance or report to NCA for further instructions on how to proceed.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
AML regulations (in that UKGC guideline linked last page, it's made quiet simple, even though it's still bit over 100 pages but casino operators have quite clear guidelines compare to some years ago, recommend to read it, shouldn't take many evenings even with few chapters a day speed) nature is that these are not made customer friendly and good UX first but find these suspicious transactions and therefore these should come without any pre warnings, you are quite near of violating them if you message your customer "This withdrawal we pay out but before you make your next deposit/withdrawal, we do carry CDD/EDD verification", would assume many would stop transacting in that moment, especially if you happen to have some money you have forgot to pay taxes or whatever bit grey in your accounts.

If these warnings would exist and checks wouldn't be something everyone could face at any stage, it would create easy loophole to use. These are much more to prevent these activities than find some, if that risk to get SOW checked is big enough, it keeps loads of dirty money away.

It's nothing near customer friendly and it's not meant to be. I'm sure most of casinos would be happy if they could just get rid of their compliance department and travel back in time 10-15 years and just happily make money but now this has became part of the game, it's not asked if casinos like or not but all are forced to have practices in place. It's really small amount of SAR/STR:s which get any attention after these are reported, from tens thousands under 100 (if remember right) get some further actions from authorities. Still casinos when they terminate customer relationship after that 30 days, have to discard their concerns of possible suspicious activity and why it's done or file that SAR.
 

RamonaMc

Newbie member
Joined
Nov 28, 2020
Location
Essex
Ok so just got an email from Videoslots,
They've just repeated asking for SOW which as I said previously they claim to of asked for on the 30th October, yet despite not receiving it they allowed my deposits of £6.3k between then and the end of November until of course I tried to make this £1500 withdrawal.

So the videoslots team on here have just spent 2 weeks doing nothing and then just repeated what was said 2 weeks ago.

And as I've said previously "I "WILL NOT PROVIDE SOURCE OF WEALTH"
Purely on principle.

I'll be off to the Gambling Commission next I guess unless anyone knows any other route I can take?

Regards

Mona
 
Top