Videoslots Source of Wealth - how long?

icecream6984

Newbie member
Joined
Jun 13, 2015
Location
London
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.
 
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colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
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

Newbie member
Joined
Jun 13, 2015
Location
London
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

Newbie member
Joined
Mar 22, 2021
Location
Essex
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

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
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.
 

icecream6984

Newbie member
Joined
Jun 13, 2015
Location
London
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.
I was hoping to avoid closing my account with videoslots as its one of my favourite sites to play at, but i think its inevitable now.

I dont think any site has the right to keep your money, as Colin said above. Its very frustrating and it ruins the player experience. I hope you get it sorted with AllBritish
 

Carl8/11

Newbie member
Joined
Mar 22, 2021
Location
Essex
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.
That's what I thought, but I've got emails saying they will not release the funds.
I purposely questioned it saying specifically if I close my account and dont provide the documents required you will have to pay me the money right? Theyve replied saying they wont be releasing the money unless I provide the documents, and then they asked if I wish to close my account. As I said I'm not up to speed with this but with videoslots last year they paid me within a week of closing my account.
I'm taking to the rep on here at the moment and hes a great guy to deal with so hopefully something will get sorted.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
That's what I thought, but I've got emails saying they will not release the funds.
I purposely questioned it saying specifically if I close my account and dont provide the documents required you will have to pay me the money right? Theyve replied saying they wont be releasing the money unless I provide the documents, and then they asked if I wish to close my account. As I said I'm not up to speed with this but with videoslots last year they paid me within a week of closing my account.
I'm taking to the rep on here at the moment and hes a great guy to deal with so hopefully something will get sorted.
They cannot legally not pay you I believe. I though AllBritish was meant to be one of the good guys?

My best guess would be it’s a tactic to make you give the documents so you don’t close your account. This type of stuff needs clamping down on hard. It may result in a few pulling out of the UK market (as it’s not worth the hassle) but it is what it is.

I think the rep is Jan, and yes he is a top bloke from what I’ve seen.
 
Last edited:

Carl8/11

Newbie member
Joined
Mar 22, 2021
Location
Essex
They cannot legally not pay you I believe. I though AllBritish was meant to be one of the good guys?

My best guess would be it’s a tactic to make you give the documents so you don’t close your account. This type of stuff needs clamping down on hard. It may result in a few pulling out of the UK market (as it’s not worth the hassle) but it is what it is.

I think the rep is Jan, and yes he is a top bloke from what I’ve seen.

Yes its Jan, and hes been spot on so far, and is a really nice guy.

Im not about to say anything bad about All British as it's still ongoing and I'm sure with Jan involved things will be resolved quickly and to everyone's satisfaction.
 

helenakp

Ueber Meister
PABaccred
Joined
Sep 24, 2013
Location
MK
Yes its Jan, and hes been spot on so far, and is a really nice guy.

Im not about to say anything bad about All British as it's still ongoing and I'm sure with Jan involved things will be resolved quickly and to everyone's satisfaction.

Iam sure if everything is ok by your side for Allbritish casino if Jan is included he will fix it,hes the best casino rep that CM ever had and thats not my opinion only but many members can confirm that.

As for VS when i read you are in ongoing emails with Linus :rolleyes: well good luck with that,just hope they will prove me wrong.
 

Carl8/11

Newbie member
Joined
Mar 22, 2021
Location
Essex
Iam sure if everything is ok by your side for Allbritish casino if Jan is included he will fix it,hes the best casino rep that CM ever had and thats not my opinion only but many members can confirm that.

As for VS when i read you are in ongoing emails with Linus :rolleyes: well good luck with that,just hope they will prove me wrong.

No ongoing emails with Videoslots, that ship sailed a long time ago. They were far to intrusive with what they wanted as SOW.

Ongoing messages with Jan though, and as I said hes seems to be a great guy and very helpful. I just hope All British have a better use of common sense than videoslots did when it comes to SOW and withholding Withdrawals.
 

icecream6984

Newbie member
Joined
Jun 13, 2015
Location
London
I decided last night to put in a complaint about the time it was taking to get this sorted. They said someone from the "higher up" will contact me if i give them a time and date, i replied with today at 1230. I got an email saying there are no updates and therefore no reason to call me. I am finding this absolutely ridiculous. The rep on here hasnt helped and instead i have received an email asking to send further statements of my 2nd bank account. I have done this, reluctantly but this will be the last bit of information i will send them. This has gone beyond reasonable for requests of information. I will be waiting until the end of the week. If it hasnt been solved by then i will be closing my account and moving on.

@Team.Videoslots I am very disappointed in your lack of help and input in this case of mine. Videoslots clearly dont care about their players and once again you have gone silent with no help being offered. I was told i would get a "final update" yesterday and yet nothing. Just another delaying tactic. Shocking customer service. I would not recommend Videoslots to anyone. They are an absolute disgrace when it comes to customer service and dealing with issues.
 

Steviedoo

Meister Member
MM
Joined
Oct 30, 2015
Location
South
I decided last night to put in a complaint about the time it was taking to get this sorted. They said someone from the "higher up" will contact me if i give them a time and date, i replied with today at 1230. I got an email saying there are no updates and therefore no reason to call me. I am finding this absolutely ridiculous. The rep on here hasnt helped and instead i have received an email asking to send further statements of my 2nd bank account. I have done this, reluctantly but this will be the last bit of information i will send them. This has gone beyond reasonable for requests of information. I will be waiting until the end of the week. If it hasnt been solved by then i will be closing my account and moving on.

@Team.Videoslots I am very disappointed in your lack of help and input in this case of mine. Videoslots clearly dont care about their players and once again you have gone silent with no help being offered. I was told i would get a "final update" yesterday and yet nothing. Just another delaying tactic. Shocking customer service. I would not recommend Videoslots to anyone. They are an absolute disgrace when it comes to customer service and dealing with issues.
I was in the same boat as you just a few weeks ago. Except I outright refused to give them any sow documents.

They asked for docs in an email that landed in junk. I was allowed to deposit even though they had asked for the docs. and then I had a withdrawal and that’s when they balked at paying me until I gave them the sow docs.

I complained on their newly accredited VS thread almost daily with the help of Colin.

one day the withdrawal funds magically appeared in my ecopayz account.

no email. No letter. Just processed the withdrawal without saying anything. I have not closed my account. And they have not closed my account like they said they would if I didn’t give them the sow docs.

I have not deposited there since then. Nor do I plan to.

there is no law or rule that says they can withhold your withdrawal until you give them the sow docs.

I repeatedly asked to see that law where it states this.

They will end up paying you. Don’t give up. It took almost a month.
 

Carl8/11

Newbie member
Joined
Mar 22, 2021
Location
Essex
If they are ignoring you I guess the only option
I was in the same boat as you just a few weeks ago. Except I outright refused to give them any sow documents.

They asked for docs in an email that landed in junk. I was allowed to deposit even though they had asked for the docs. and then I had a withdrawal and that’s when they balked at paying me until I gave them the sow docs.

I complained on their newly accredited VS thread almost daily with the help of Colin.

one day the withdrawal funds magically appeared in my ecopayz account.

no email. No letter. Just processed the withdrawal without saying anything. I have not closed my account. And they have not closed my account like they said they would if I didn’t give them the sow docs.

I have not deposited there since then. Nor do I plan to.

there is no law or rule that says they can withhold your withdrawal until you give them the sow docs.

I repeatedly asked to see that law where it states this.

They will end up paying you. Don’t give up. It took almost a month.

This is pretty much how my dealings with them went, they had sent me an email requesting SOW but I had never received it. I was allowed to deposit about £6k over 10 weeks after their request without an issue. The day I tried to withdraw £5k they blocked my account and told me they must have SOW. I point blank refused and asked to close my account and have my withdrawal paid, Money was in my bank a week later.
They have some interesting ways of operating and in my opinion it's very underhand.
 

icecream6984

Newbie member
Joined
Jun 13, 2015
Location
London
I was in the same boat as you just a few weeks ago. Except I outright refused to give them any sow documents.

They asked for docs in an email that landed in junk. I was allowed to deposit even though they had asked for the docs. and then I had a withdrawal and that’s when they balked at paying me until I gave them the sow docs.

I complained on their newly accredited VS thread almost daily with the help of Colin.

one day the withdrawal funds magically appeared in my ecopayz account.

no email. No letter. Just processed the withdrawal without saying anything. I have not closed my account. And they have not closed my account like they said they would if I didn’t give them the sow docs.

I have not deposited there since then. Nor do I plan to.

there is no law or rule that says they can withhold your withdrawal until you give them the sow docs.

I repeatedly asked to see that law where it states this.

They will end up paying you. Don’t give up. It took almost a month.
Its outrageous how they can get away with this so many times. Surely by now you would think that witholding a withdrawal doesnt benefit anyone. I can still deposit if i wanted to but i am keeping well away. Again surely if they have some sort of problem with my source of funds then they shouldnt be letting me deposit, but they are quite happy to take my money in the form of a deposit but not willing to process my withdrawal, makes no sense, they want to know where my money comes from and instead of blocking that aspect they decide instead to withold my withdrawal. Seems unjustifiable.

I cant be bothered arguing with them anymore but i will be closing my account if this hasnt been sorted by the end of the week.

Im more disappointed that the rep here @Team.Videoslots hasnt made any effort to sort this either. I see other reps on here like Jan getting properly involved and sorting players issues out yet Videoslots dont seem to care. Shows what they think about their players
 
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