Videoslots ridiculous behaviour

[xxshepxx]

Need some help with Videoslots here.

Been playing there for probably 6 years, I'm a casual player, don't deposit a great deal and usually just for entertainment purposes,

Now in these 6 years I've never made a withdrawal, but I am fully verified.

I recently made the switch to depositing with PayPal due to a lot of casinos not being able to tell the difference between mastercard debit/credit.

I checked on live chat that this was okay, and they said yes, and I could withdraw to any method that I had used to deposit with.

So crack on 2 months and I got a small balance of £300 that I'd like to withdraw. Now it says I must verify paypal, this wasn't an easy task as they wanted my name, seller code and email in the same screenshot (screenshots on paypal are also blocked)

Anyway I found a way around it and got the info, they rejected it as the email addresses are different, so I explained that I don't use my main email (which paypal uses) for casinos as they usually spam people (which I find VS are bad for)

So they accepted that after I verified my other email address, Great I thought now I can go and withdraw my money, NO..!

They have now blocked my account for address verification, which I just carried out 6-8 weeks ago.

So now I can't do anything with the account apart from log in and get a please verify your account page.

I've now sent an email to support asking what it is that they want, hopefully I'll get a speedy response , and I've also told them that once my withdrawal has been processed I will be closing my account....so they've how blocked my account ‍

Now I joined VS from Cm years ago, and they were a great outfit. But this feel very rogue(ish) and like stalling tactics, surely after 6 years the least I could ask for was one smooth withdrawal.

Is this what VS has turned into now? I doubt I'll darken their door again once this ridiculous situation is over.

Brians full writeup on Videoslots here

 

[Gaz237]

@Team.Videoslots

 

[Eliot85]

Comeon mate... Stalling a 300quid cashout pleas... Videoslots allways pays just send them what they need and u will get your money

 

[sueyh]

Regarding to Paypal verification, I think VS did what they should do.

But I agree it is not good that they asked the address verification again especially if you have done it 8 weeks ago, though one thing that is not clear on your post is, if you uploaded the document for the address verification after they blocked the account.
It is not nice that they asked the verification again, but as Eliot said above, if you upload the document, they will send your money.

One more thing, is there any chance the address on your Paypal account is different from your address VS has? If that is the case, VS is doing a right thing, if that is not the case, yes you have every right to feel frustrated.

 

[colinsunderland]

Comeon mate... Stalling a 300quid cashout pleas... Videoslots allways pays just send them what they need and u will get your money

Well they are stalling if they are requesting documentation they had less than 2 months ago, and didn't ask for it when they asked for the paypal verification, if it was needed.

 

[Eliot85]

Well they are stalling if they are requesting documentation they had less than 2 months ago, and didn't ask for it when they asked for the paypal verification, if it was needed.

remeber... They are doin it for his ”saftey”

 

[xxshepxx]

Comeon mate... Stalling a 300quid cashout pleas... Videoslots allways pays just send them what they need and u will get your money

Not sure which part you didn't read....

They asked for paypal verification which I gave them, then they asked for address verification and blocked the account

I can't upload anything.

 

[xxshepxx]

Regarding to Paypal verification, I think VS did what they should do.

But I agree it is not good that they asked the address verification again especially if you have done it 8 weeks ago, though one thing that is not clear on your post is, if you uploaded the document for the address verification after they blocked the account.
It is not nice that they asked the verification again, but as Eliot said above, if you upload the document, they will send your money.

One more thing, is there any chance the address on your Paypal account is different from your address VS has? If that is the case, VS is doing a right thing, if that is not the case, yes you have every right to feel frustrated.

Nope. The addresses are the same. I only use different email addresses for casinos as I don't want my main email address full of casino spam.

 

[sufferinsilence]

It shouldn't matter that the email address you use for their communication is different from your Paypal address. You should only be able to request a withdrawal to the same Paypal you used to deposit anyway.

 

[CasinoNinja]

Not sure what you mean by Paypal "blocking screenshots", you can just login on your pc and screenshot right? snipping tool or similar?

 

[xxshepxx]

Not sure what you mean by Paypal "blocking screenshots", you can just login on your pc and screenshot right? snipping tool or similar?

Yeah, not so easy when your mobile only, which was my problem, logging into the site or using the app, screenshots are blocked. Same as a banking app.

 

[xxshepxx]

Not sure what you mean by Paypal "blocking screenshots", you can just login on your pc and screenshot right? snipping tool or similar?

Yeah, not so easy when your mobile only, which was my problem, logging into the site or using the app, screenshots are blocked. Same as a banking app.

 

[anddi32]

Yeah, not so easy when your mobile only, which was my problem, logging into the site or using the app, screenshots are blocked. Same as a banking app.

Wow never heard service producer can block screen shots from the site you visit if you use some basic browser.
Well if so then maybe only way is to find desktop somewhere. But sounds totally strange in my head that some website can block screen shots when using web browser. Even if you use mobile device.

I use desktop (macbook pro) and i can take screen shots from anywhere i see in my display. Even video clips when i use my internet bank and share my all details to the world if i want. No restrictions

 

[colinsunderland]

Wow never heard service producer can block screen shots from the site you visit if you use some basic browser.
Well if so then maybe only way is to find desktop somewhere. But sounds totally strange in my head that some website can block screen shots when using web browser. Even if you use mobile device.

I use desktop (macbook pro) and i can take screen shots from anywhere i see in my display. Even video clips when i use my internet bank and share my all details to the world if i want. No restrictions

Some banking apps do it completely, some at certain parts. One of mine (either Monzo or Revolut, can't remember which) allow you to screenshot statements and recent transactions, but don't allow them for personal details, or cards..
Casinos can be a nightmare. I use virtual cards sometimes, and would take a photo with another phone. A few casinos reject it saying has to be a screenshot. Send photo again, but this time as I try to take a screenshot but with 'Screenshot not possible due to security settings' in big letters across the bottom of the screen, to show it's not possible. Reply.....please send screenshot, we cannot accept photos. Had more than one casino do that. Both these banks do not show cards on the website so cannot do it that way.

 

[colinsunderland]

Theres one I used before, sent first with card number showing, rejected as don't accept photos (they do of physical cards, so why not like that). Resent with the message on screen, explaining I can't send a screenshot, see photo for details. Response, please send screenshot, we can't accept photos. Resent saying look at the bit I've sent with a big red circle round it, then provide instructions on how to send a screenshot. Finally someone with an ounce of sense accepted it.

 

[xxshepxx]

I sorted the paypal issue guys.
As stated in the first post I found a way to sort the paypal issue and got it verified.

The problem is that paypal was the ONLY thing awaiting verification. Once this was done they then removed all my previous verification for address (which matches paypal) and blocked my account.

So I now cannot upload any proof of address, but I'm unsure what they want.

Every email they have sent me references verifying paypal, but that's already done. So I'm fairly certain they have f*@ked up. Or they just want to cause me maximum hassle.

Either way its sh!t treatment, and not something I'll experience again, as I won't be playing there, sorted or not

 

[xxshepxx]

Wow never heard service producer can block screen shots from the site you visit if you use some basic browser.
Well if so then maybe only way is to find desktop somewhere. But sounds totally strange in my head that some website can block screen shots when using web browser. Even if you use mobile device.

I use desktop (macbook pro) and i can take screen shots from anywhere i see in my display. Even video clips when i use my internet bank and share my all details to the world if i want. No restrictions

It's designed to stop people accidentally sharing sensitive info,

But casinos now ask for this sensitive info on the regular. But what they don't realise is, for mobile players it's increasingly difficult to supply.

But I did supply it, I had to just find a way around it.

 

[xxshepxx]

I think the response time is pretty poor too.

Seem to get an email response once in 24hrs

 

[sapit222]

@Team.Videoslots

 

[xxshepxx]

@Team.Videoslots

They've been on and seen it. And not commented .

I guess Videoslots just isn't the same as I remember it.

 

[sapit222]

They are usually quick to respond in here.

 

[colinsunderland]

They've been on and seen it. And not commented .

I guess Videoslots just isn't the same as I remember it.

Why do you think they have seen it, they haven't read the thread?

 

[xxshepxx]

Why do you think they have seen it, they haven't read the thread?

My mistake

I saw them tagged and thought they had read it.

 

[xxshepxx]

A little more light on the situation.

I requested the processed with withdrawal and I'd then close my account.

They've closed the account anyway, and not processed the withdrawal. So that's why it's blocked and I can't get in. Or do anything.

So seems they can follow instructions, but pick and choose which ones

 

[colinsunderland]

A little more light on the situation.

I requested the processed with withdrawal and I'd then close my account.

They've closed the account anyway, and not processed the withdrawal. So that's why it's blocked and I can't get in. Or do anything.

So seems they can follow instructions, but pick and choose which ones

Have they said why it hasn't been processed?
They cannot hold it because of your address proof, it's a breach of their LCCP.

 

[Team.Videoslots]

Hi @xxshepxx.

I am sorry for the late reply. Please send us a short email to [email protected], and I hope I can sort this out for you. We are sorry for the inconvenience.

Kind regards,
Team Videoslots

 

[xxshepxx]

Hi @xxshepxx.

I am sorry for the late reply. Please send us a short email [email protected], and I hope I can sort this out for you. We are sorry for the inconvenience.

Kind regards,
Team Videoslots

I will forward you my latest e-mail and chat transcript shortly.

 

[thr0b]

Get rid of the "to" at the start of the email address if you want it to be received

 

[EngrishJonny]

.

 

[Borgie]

My eyes my eyes

 

[irish-ranger]

20/50/100 dollar spins and your throwing your Teddy out of the pram over $275 or we'll $175 or $75 depending on how u look at it
I sorrta suspect if you hadn't been such a welt they would have sorted your issue out a lot sooner I know if I was a Cs agent and u said I had special needs I'd fuck u about to the point were you'd be throwing your device out the windy.

 

[EngrishJonny]

20/50/100 dollar spins and your throwing your Teddy out of the pram over $275 or we'll $175 or $75 depending on how u look at it
I sorrta suspect if you hadn't been such a welt they would have sorted your issue out a lot sooner I know if I was a Cs agent and u said I had special needs I'd fuck u about to the point were you'd be throwing your device out the windy.

Not welt at all. It just pissed me off that some of the spins fucked up. Considering the amount playing a matter of slight concern and more enjoyment. And I wagered a lot over the playing period, just wanted to work out what went sideways for the few spins (only became a bigger deal when they made it that way..... )

As for special needs if you don’t get waiting for two months that I was told would take 24/48 (the first time) maybe you ride the same short bus as them...

 

[xxshepxx]

Kudos to the rep.

No sooner had they contacted me and I forwarded my chat transcript and the withdrawal had been processed.

 

[icecream6984]

Kudos to the rep.

No sooner had they contacted me and I forwarded my chat transcript and the withdrawal had been processed.

Consider yourself lucky, i have had a withdrawal pending since 10th March for source of wealth and i am still waiting for it to be processed. The response time is really slow and i am still getting the usual "we will be in touch shortly" response.

 

[Gaz237]

Consider yourself lucky, i have had a withdrawal pending since 10th March for source of wealth and i am still waiting for it to be processed. The response time is really slow and i am still getting the usual "we will be in touch shortly" response.

Have you tried tagging the Rep?.

It's ok seen your post on the other thread.

 

[icecream6984]

Have you tried tagging the Rep?.

yeh, and he has today said he will come back to me "shortly". Same old. Its taking 2 days minimum for a response, on here and via email.

 

[colinsunderland]

Kudos to the rep.

No sooner had they contacted me and I forwarded my chat transcript and the withdrawal had been processed.

Shouldn't really have to chase a rep to get paid from an accredited casino though, especially when their license specifically states they cannnot delay a withdrawal for KYC when it could have been requested earlier.

 

[xxshepxx]

Shouldn't really have to chase a rep to get paid from an accredited casino though, especially when their license specifically states they cannnot delay a withdrawal for KYC when it could have been requested earlier.

Indeed

But to be fair to the rep he threw his hands up, there was miscommunication between some VS departments, and it caused a fair old mess.

 

[Bazjones]

Hi @xxshepxx.

I am sorry for the late reply. Please send us a short email to [email protected], and I hope I can sort this out for you. We are sorry for the inconvenience.

Kind regards,
Team Videoslots

I have sent you guys over 60 emails! And now 4 days and still haven't verified my ID & Selfie

 

[Team.Videoslots]

Hi Bazjones,

I ask for an email due to the GDPR, which doesn't allow me to assist you with account-specific issues here, unfortunately. Moreover, your PM didn't include any information that allows me to find your account. I hope you understand and that we can resolve your issue soon.

Have a nice afternoon.

Kind regards,
Team Videoslots

 

[Bazjones]

Removed

 

[Bazjones]

Removed

 

[Gaz237]

You guys are avoiding me completely

They said you never sent them any information in the PM to locate your account.

Instead of sending 60 emails, calm down a bit and PM the Rep with the details they need to find your account.

 

[steinhaug]

Wow never heard service producer can block screen shots from the site you visit if you use some basic browser.
Well if so then maybe only way is to find desktop somewhere. But sounds totally strange in my head that some website can block screen shots when using web browser. Even if you use mobile device.

I use desktop (macbook pro) and i can take screen shots from anywhere i see in my display. Even video clips when i use my internet bank and share my all details to the world if i want. No restrictions

Lets not forget that quite a few players are normal people not working in IT department, like I do, so you should expect a lot of people not knowing all theese quirks and workarounds that are possible.

Possible the easiest way would be using 2 phones, take a picture of the screen and while your at it hold it up against your face aswell for a second photo and send them.

 

[Jono777]

I hope after 6 month's or so, they have things settled and sorted