Videoslots Source of Wealth - how long?

[icecream6984]

Hi All,

I have been playing at Videoslots, for quite some time. I have provided all the usual ID verification documents along with cards and payment methods. On the 10th March 2021 I requested a withdrawal of £500. This was left pending and i received an email requesting source of wealth information. I provided 3 payslips and a letter from my employer confirming my employment and salary. After chasing for a response, i received another email requesting payslips from Nov 2020- Mar 2021 and bank statements for the same. I once again have provided this. My withdrawal is still pending and anytime i ask for an update i get the usual "we will be in touch shortly" response.

Does anyone know how long this process takes and if i should expect further issues? I feel i have provided more than enough information and proof of where my money comes from.

I like videoslots, the site is easy to use and the withdrawals are fast. Customer service is normally pretty good too. So i am now concerned about how long this is taking.

Any help is appreciated.

Thanks in advance

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[pinnit2014]

Dunno if it'll help but maybe @Team.Videoslots can assist - though that practice, of asking for it post w/d request, in the uk in a bit of a no-no i think.

You may find them quite dogmatic in their stance tho ;-)

GL.

.

 

[icecream6984]

Dunno if it'll help but maybe @Team.Videoslots can assist - though that practice, of asking for it post w/d request, in the uk in a bit of a no-no i think.

You may find them quite dogmatic in their stance tho ;-)

GL.

.

Thank you for your reply.
I have sent a pm to videoslots on here but no response yet.

What's the deal with withholding a withdrawal whilst looking at source of wealth? I can still deposit and play at videoslots. So they are happy to take further funds whilst they investigate my source of wealth but not willing to part with the funds I have won. Confused!

 

[pinnit2014]

Thank you for your reply.
I have sent a pm to videoslots on here but no response yet.

What's the deal with withholding a withdrawal whilst looking at source of wealth? I can still deposit and play at videoslots. So they are happy to take further funds whilst they investigate my source of wealth but not willing to part with the funds I have won. Confused!

Sounds exactly like the issue a member had on here; Steviedoo; wouldn’t withdraw but could continue to deposit. Others know more than me but if they are allowing you to continue to deposit them they shouldn’t, per the licence conditions, stop you from being able to withdraw.

Sounds shoddy IMO

 

[Steviedoo]

I had to continuously remind them that what they were doing was not quite according to the rules they were citing.

 

[icecream6984]

Sounds exactly like the issue a member had on here; Steviedoo; wouldn’t withdraw but could continue to deposit. Others know more than me but if they are allowing you to continue to deposit them they shouldn’t, per the licence conditions, stop you from being able to withdraw.

Sounds shoddy IMO

Could you please send me a link to the licence conditions by any chance? I would like to quote this to them.

 

[icecream6984]

I had to continuously remind them that what they were doing was not quite according to the rules they were citing.

Did they respond? I am getting fobbed off continuously by them when I ask for updates. Would be nice to have something official to refer them to and get this sped up.

 

[icecream6984]

@Team.Videoslots any chance you could reply to my private message or this post to let me know what is happening please?

 

[Steviedoo]

Did they respond? I am getting fobbed off continuously by them when I ask for updates. Would be nice to have something official to refer them to and get this sped up.

They responded. And they paid me. But I really had to harangue them for it.

 

[icecream6984]

They responded. And they paid me. But I really had to harangue them for it.

I know the feeling, i have sent emails, had quite a few live chats and sent msgs to @Team.Videoslots on here but nothing, no one can tell me anything or give me a timeframe of when this will be sorted. Its getting beyond ridiculous. Yet i can still deposit at Videoslots, i havent done in the last few days but i have the option to if i wanted to. Its a joke and i am starting to lose my patience.

 

[colinsunderland]

@LadyJelena could you poke the unresponsive rep please

 

[Team.Videoslots]

Hi there,

We apology for the late answer.

Could you please email us directly to videoslotsteam@videoslots.com and we'll take a look at the issue.

Thanks in advance.

Best regards,
Team Videoslots

 

[icecream6984]

Hi there,

We apology for the late answer.

Could you please email us directly to videoslotsteam@videoslots.com and we'll take a look at the issue.

Thanks in advance.

Best regards,
Team Videoslots

I have done this. I would appreciate it if this could be looked into as soon as possible please

 

[icecream6984]

I had a response and in Nov and Dec 2020 on my bank statements it shows my mum sending me a money gift. Videoslots have asked to provide bank statements from my mother. I have refused to provide these. What normal person would ask their parent for their bank statement after getting a gift from them. That's unreasonable.
I don't understand what I am supposed to do, I have an account with videoslots not my mother!
Videoslots have my payslips, bank statements and even a letter from my employer confirming what I earn. How hard can it be to match the payslips to my bank statements ?

Anyone got any idea what next? Am I going to be asked to get bank statements from McDonald's because they refunded a payment in the last 6 months??
This is ridiculous @Team.Videoslots I'm not a criminal. I gamble. For fun.

 

[Steviedoo]

Ok. Completely ridiculous.

Somebody needs to stop the insanity.

 

[colinsunderland]

I had a response and in Nov and Dec 2020 on my bank statements it shows my mum sending me a money gift. Videoslots have asked to provide bank statements from my mother. I have refused to provide these. What normal person would ask their parent for their bank statement after getting a gift from them. That's unreasonable.
I don't understand what I am supposed to do, I have an account with videoslots not my mother!
Videoslots have my payslips, bank statements and even a letter from my employer confirming what I earn. How hard can it be to match the payslips to my bank statements ?

Anyone got any idea what next? Am I going to be asked to get bank statements from McDonald's because they refunded a payment in the last 6 months??
This is ridiculous @Team.Videoslots I'm not a criminal. I gamble. For fun.

They have no right to demand a third party bank statement. If they believe the funds are proceeds of crime, tell them to report it to the relevant authorities and get permission to release your funds, or pay you.
Also tell them in no uncertain terms you are refusing to supply any further documentation and to close your account in line with their legal obligations once they are aware you will not supply any further documentation.

They will most likely lie to you and say they still can't pay you. They can.

 

[icecream6984]

They have no right to demand a third party bank statement. If they believe the funds are proceeds of crime, tell them to report it to the relevant authorities and get permission to release your funds, or pay you.
Also tell them in no uncertain terms you are refusing to supply any further documentation and to close your account in line with their legal obligations once they are aware you will not supply any further documentation.

They will most likely lie to you and say they still can't pay you. They can.

I am still waiting for a response and update. The rep here sent me a message saying he is looking into and hopes to come back to me "shortly" with hopefully a positive response. Im hoping thats not a lie. But it has been 12 days and this is out of order. I have no choice but to wait. The email address videoslotsteam doesnt speed anything up at all.

 

[colinsunderland]

I am still waiting for a response and update. The rep here sent me a message saying he is looking into and hopes to come back to me "shortly" with hopefully a positive response. Im hoping thats not a lie. But it has been 12 days and this is out of order. I have no choice but to wait. The email address videoslotsteam doesnt speed anything up at all.

How long ago did they send the message?

 

[icecream6984]

How long ago did they send the message?

I last sent a message on Saturday and videoslots replied today at 11.56

 

[colinsunderland]

I last sent a message on Saturday and videoslots replied today at 11.56

I would give them a couple of days then do what I suggested earlier. Well I would do it now if it were me, but you have waited so long you may as well give them another couple of days Previous history with this type of thing suggests you won't get anywhere though without pushing them.

 

[icecream6984]

I would give them a couple of days then do what I suggested earlier. Well I would do it now if it were me, but you have waited so long you may as well give them another couple of days Previous history with this type of thing suggests you won't get anywhere though without pushing them.

will do just that. I only play at 3 different casino brands, Coral, Videoslots and some white hat gaming sites, but this is the only casino that has caused me such hassle when it comes to source of wealth. White hat asked me for my source of wealth and within 48 days it was sorted and i didnt have any issues. Videoslots are now taking the mick. I dont understand what is taking so long and why my personal transactions are being queried. The rep in his last message to me said what they were doing was perfectly legal. I have no idea but i cant see why my withdrawal should be held to ransom for something that shouldnt even be an issue.

 

[colinsunderland]

I would give them a couple of days then do what I suggested earlier. Well I would do it now if it were me, but you have waited so long you may as well give them another couple of days Previous history with this type of thing suggests you won't get anywhere though without pushing them.

It's legal for them to ask, it's not legal to demand.
Your mother hasn't given consent for them to process her information, and thats that.
I am quite sure the only way you will get anywhere is to do what I said above.

 

[icecream6984]

I feel its important i update this thread with what has or hasnt been done by Videoslots, so anyone else who goes through the same process knows what to expect.

Its now day 13 since my source of wealth documents were requested and provided. Videoslots have dragged their feet, no one can tell me when this will be sorted or why it is taking so long. My withdrawal is still pending. Not even the rep here has been able to sort this out for me.

After chasing everyday, i got an email from Linus today saying

Linus (Videoslots) Mar 23, 2021, 14:58 GMT+1 Hi Sorry for the late reply. I should have a final update for you later today. Have a nice afternoon. Kind regards, Team Videoslots

To which i replied @ 15.52
"Thank you. I hope that will be my account fully verified and my withdrawal processed.

I look forward to hearing from you before the end of the day.

Thanks"

I now received an email saying

Team Videoslots (Videoslots) Mar 23, 2021, 18:02 GMT+1 Hi, I didn't get the update I was expected today, unfortunately. I will follow up again tomorrow. I apologize for the inconvenience. Kind regards, Team Videoslots

I have replied with the following
"How long is this going to go on for? Every response I get from videoslots is the same. Never an actual timeframe of when this will be done and there are always delays in getting an actual answer. How difficult can it be to look at my income and match it to my statements and process my withdrawal. This is getting ridiculous now. I would like to make a complaint and I would like a manager to contact me as soon as possible. I am sick of being told that I will get an answer shortly. There is no justifiable reason for this delay. It's out of order. Nobody at videoslots is capable of actually being helpful and sorting this out.
Tomorrow is 14 days since this process started. Which is more than enough time to sort this out. How is it that White Hat Gaming were able to verify my source of wealth within 48 hours and yet videoslots are still dragging their feet at 14 days??
Im not happy about this. I would like a response within 24 hours. "

So anyone who plays on Videoslots and has their withdrawal held to ransom whilst they carry out a source of wealth verification....expect to be waiting a long time. Better yet just dont play at videoslots. They clearly dont care about their players or even have the decency to provide any sort of explanation of why it is taking 2 weeks to complete the source of wealth verification. Its a joke. I genuinely enjoyed playing at videoslots but this has left a very sour taste and i am not sure if i will be playing there again.
Of course if this actually resolved tomorrow (unlikely) then i will update here but other than that i am very disappointed with Videoslots. Unprofessional and Unhepful.

 

[Carl8/11]

I feel its important i update this thread with what has or hasnt been done by Videoslots, so anyone else who goes through the same process knows what to expect.

Its now day 13 since my source of wealth documents were requested and provided. Videoslots have dragged their feet, no one can tell me when this will be sorted or why it is taking so long. My withdrawal is still pending. Not even the rep here has been able to sort this out for me.

After chasing everyday, i got an email from Linus today saying

Linus (Videoslots) Mar 23, 2021, 14:58 GMT+1 Hi Sorry for the late reply. I should have a final update for you later today. Have a nice afternoon. Kind regards, Team Videoslots

To which i replied @ 15.52
"Thank you. I hope that will be my account fully verified and my withdrawal processed.

I look forward to hearing from you before the end of the day.

Thanks"

I now received an email saying

Team Videoslots (Videoslots) Mar 23, 2021, 18:02 GMT+1 Hi, I didn't get the update I was expected today, unfortunately. I will follow up again tomorrow. I apologize for the inconvenience. Kind regards, Team Videoslots

I have replied with the following
"How long is this going to go on for? Every response I get from videoslots is the same. Never an actual timeframe of when this will be done and there are always delays in getting an actual answer. How difficult can it be to look at my income and match it to my statements and process my withdrawal. This is getting ridiculous now. I would like to make a complaint and I would like a manager to contact me as soon as possible. I am sick of being told that I will get an answer shortly. There is no justifiable reason for this delay. It's out of order. Nobody at videoslots is capable of actually being helpful and sorting this out.
Tomorrow is 14 days since this process started. Which is more than enough time to sort this out. How is it that White Hat Gaming were able to verify my source of wealth within 48 hours and yet videoslots are still dragging their feet at 14 days??
Im not happy about this. I would like a response within 24 hours. "

So anyone who plays on Videoslots and has their withdrawal held to ransom whilst they carry out a source of wealth verification....expect to be waiting a long time. Better yet just dont play at videoslots. They clearly dont care about their players or even have the decency to provide any sort of explanation of why it is taking 2 weeks to complete the source of wealth verification. Its a joke. I genuinely enjoyed playing at videoslots but this has left a very sour taste and i am not sure if i will be playing there again.
Of course if this actually resolved tomorrow (unlikely) then i will update here but other than that i am very disappointed with Videoslots. Unprofessional and Unhepful.

I had something similar last year at videoslots, wouldn't pay me out a withdrawal until I'd jumped through all of their SOW hoops. Got to the point I'd had enough so I requested they close my account. Money was in my bank within a week.

I've got something similar going on with All British at the moment and I asked them if I dont provide the requested documents and I close my account will they pay me, theyve confirmed via email that they will not pay me as they aren't allowed to without the documents provided to them (its only SOW. I'm fully verified)
To me this is the opposite of what happened at videoslots so maybe theres some new rule that they get to hold onto my withdrawal even if I close my account. I'm sure there are plenty of people on here that would know more than me on this subject.

 

[colinsunderland]

I had something similar last year at videoslots, wouldn't pay me out a withdrawal until I'd jumped through all of their SOW hoops. Got to the point I'd had enough so I requested they close my account. Money was in my bank within a week.

I've got something similar going on with All British at the moment and I asked them if I dont provide the requested documents and I close my account will they pay me, theyve confirmed via email that they will not pay me as they aren't allowed to without the documents provided to them (its only SOW. I'm fully verified)
To me this is the opposite of what happened at videoslots so maybe theres some new rule that they get to hold onto my withdrawal even if I close my account. I'm sure there are plenty of people on here that would know more than me on this subject.

No casino can just keep your money like that. There is a process to go through and it isn't overnight but they have to pay you.