Videoslots Source of Wealth - how long?

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
 
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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.
 
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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
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
@icecream6984 @Bazjones - I am sorry you have been having this bad time at VS. But honestly VS is a great casino. I have never had any issue with them. When I upload documents they always get done within minutes. SoW I still have not been asked yet and I played here now for nearly 5 years.

I am also level 102 and I have deposited £154,731.60 and withdrew about £133,758.98 in those 5 years...... I mean I do not know if they will take this long for me when they do finally send me a SoW request. I do dread it though. But maybe because of my loyalty and my Old VIP status my account used to have that might mean my account has priority and gets things verified much faster than it would for everyone else. But I am not even sure, just a guess on my part.

The rep is usually very good and very fast most of the time at responding but the last months they have basically stepped right back from being active on CM and now seem to only show up a few times a day. Which is a shame. They used to be active for hours and hours each day and also at weekends in the past. But now they are not even around at weekends. No idea why they have chosen this. Such a shame.

I really hope they sort this for you both though and you get your withdraws soon. I mean they will pay you anyway. All you can do I suppose is just wait. I know it is not ideal. Also if they still come back and say they still want your mums bank statement then I suppose you will have no choice but to just tell them, My mum said no and I have no choice but to close my account then. In which case they will then pay you once it is closed, it might just take them another week or 2 after it is closed.

Keep us all updated though.

Good Luck :)
 

icecream6984

Newbie member
Joined
Jun 13, 2015
Location
London
@icecream6984 @Bazjones - I am sorry you have been having this bad time at VS. But honestly VS is a great casino. I have never had any issue with them. When I upload documents they always get done within minutes. SoW I still have not been asked yet and I played here now for nearly 5 years.

I am also level 102 and I have deposited £154,731.60 and withdrew about £133,758.98 in those 5 years...... I mean I do not know if they will take this long for me when they do finally send me a SoW request. I do dread it though. But maybe because of my loyalty and my Old VIP status my account used to have that might mean my account has priority and gets things verified much faster than it would for everyone else. But I am not even sure, just a guess on my part.

The rep is usually very good and very fast most of the time at responding but the last months they have basically stepped right back from being active on CM and now seem to only show up a few times a day. Which is a shame. They used to be active for hours and hours each day and also at weekends in the past. But now they are not even around at weekends. No idea why they have chosen this. Such a shame.

I really hope they sort this for you both though and you get your withdraws soon. I mean they will pay you anyway. All you can do I suppose is just wait. I know it is not ideal. Also if they still come back and say they still want your mums bank statement then I suppose you will have no choice but to just tell them, My mum said no and I have no choice but to close my account then. In which case they will then pay you once it is closed, it might just take them another week or 2 after it is closed.

Keep us all updated though.

Good Luck :)
Hey, thank you for your reply, I was hoping that the same would be done for me. I am level 216 and have been with them since 2016. I have never had any problems with them before, a few withdrawals delayed but that was due to a new payment system they were using. I enjoy using the site and have never really had anything bad to say about them. I have to say this time though has been an eye opener to how casino sites can be awful with their customer service. I have deposited over £200k with them in the 7 years i have been with them and withdrawn £168k approx.
Its very disappointing that a casino does not value loyalty and their long term players. Its a shame but i now realise that loyalty and long term players mean nothing to videoslots. I do hope this gets sorted soon but as you say if it comes down to it i will just have to close my account and continue playing at the other sites. Either way they will have to process my withdrawal.

Anyways, will keep the thread updated as and when anything happens (or doesnt happen in this case)

Thank you again, hopefully i will have better news to report soon. :)
 

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DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
Hey, thank you for your reply, I was hoping that the same would be done for me. I am level 216 and have been with them since 2016. I have never had any problems with them before, a few withdrawals delayed but that was due to a new payment system they were using. I enjoy using the site and have never really had anything bad to say about them. I have to say this time though has been an eye opener to how casino sites can be awful with their customer service. I have deposited over £200k with them in the 7 years i have been with them and withdrawn £168k approx.
Its very disappointing that a casino does not value loyalty and their long term players. Its a shame but i now realise that loyalty and long term players mean nothing to videoslots. I do hope this gets sorted soon but as you say if it comes down to it i will just have to close my account and continue playing at the other sites. Either way they will have to process my withdrawal.

Anyways, will keep the thread updated as and when anything happens (or doesnt happen in this case)

Thank you again, hopefully i will have better news to report soon. :)

Thanks and your welcome. May I ask did you recently do some bigger deposits than you usually do? Like deposit X amount which was 5X or 10X more in one transaction than you usually do? I just wondered what triggered them to request SoW for you? If you somehow triggered one of their thresholds....

The way I deposit at videoslots is I always only do between £10-£50 deposits in one transaction and I never go above that in one single transaction. I did do a few £100 deposits a few years ago but I no longer do bigger deposits. My play style is I like to deposit small and start low rolling to see if I can build from a small deposit and grow it up. 95% fail rate though hahaha but I just like trying lol.
 

icecream6984

Newbie member
Joined
Jun 13, 2015
Location
London
Thanks and your welcome. May I ask did you recently do some bigger deposits than you usually do? Like deposit X amount which was 5X or 10X more in one transaction than you usually do? I just wondered what triggered them to request SoW for you? If you somehow triggered one of their thresholds....

The way I deposit at videoslots is I always only do between £10-£50 deposits in one transaction and I never go above that in one single transaction. I did do a few £100 deposits a few years ago but I no longer do bigger deposits. My play style is I like to deposit small and start low rolling to see if I can build from a small deposit and grow it up. 95% fail rate though hahaha but I just like trying lol.
nothing out of the usual. But last year i won over £40k between videoslots and Coral and in one month i deposited over £10k and i wasnt asked for SoW then so i dont understand why it triggered this month.

Guess i will just have to wait and see...
 

Team.Videoslots

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

@icecream6984 -- I have sent you an update. I really want to apologize for the drawn-out process you experienced, but I appreciate the feedback we have received. We take it seriously and are working hard to improve our routines to avoid similar situations in the future.

Have a nice day ahead.

Kind regards,
Team Videoslots
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
nothing out of the usual. But last year i won over £40k between videoslots and Coral and in one month i deposited over £10k and i wasnt asked for SoW then so i dont understand why it triggered this month.

Guess i will just have to wait and see...

Ok I see.

Let us know what this update was that @Team.Videoslots let you know about please and thanks. :)

I also appreciate the reply @Team.Videoslots - I really hope that is the case :) Keep it up!
 
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