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Videoslots warning for longer term users

Discussion in 'Online Casinos' started by theoldbaker, Jun 29, 2016.

    Jun 29, 2016
  1. theoldbaker

    theoldbaker Newbie member

    Occupation:
    Chef
    Location:
    UK
    Hi everyone,
    Just thought I would share my experiences trying to cashout at Videoslots. When I first joined over a year ago I used my Visa debit card. I have returned after a break and used my new debit card no problems there. Having won a decent amount I now want to withdraw my winnings (a rare experience!) I have given all proofs needed apart from my old debit card which has been cut up as I have a new card. Normal procedure for us Brits.
    Videoslots however want proof that I owned this card! What a ball ache. I now have to contact my bank to get them to write an official letter of proof that I was the owner of the card! Chuffing frustrating and a little rigid on security to be honest. I totally understand proof of ID for anti fraud purposes but it feels like a stalling tactic used by less reputable operators.
    Just like to say that all the ID I did give them was ok'd quite quickly.

    Cheers
     
    1 person likes this.
  2. Jun 29, 2016
  3. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Balls - I just shredded my old debit card because I received a new one that I am planning to use for my next deposit and hopefully withdrawal.

    Hope that I don't experience the same problems as you!!!
     
  4. Jun 29, 2016
  5. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    The next time i will make a template of this post as i feel i am typing it pretty much every week. Last week it was a player at Bet-at, this week at VS. :eek: :rolleyes:

    Rule 1: GET THE KYC DONE BEFORE YOUR FIRST DEPOSIT
    Rule 2: Any changes in payment methods/address etc get the verification done before depositing again.

    These 2 simple rules ensure that you will never have any issues when playing, depositing or withdrawing!

    And please chose a more fitting title for your next thread, it is certainly not worth to issue a WARNING :rolleyes:

    Last but not least there is a clear procedure here on CM on how to handle complaints against CM accredited casinos:

    a. contact the casino rep via PM to try and get a solution to your grievance
    b. if you can't after giving it some considerable time, by all means open a thread in the correct section of this site.

    Don't want to sound patronizing, but day in, day out we see posts like yours which can be handled easily by communicating privately with the casino reps. Instead we have false negative publicity which is not beneficial to us players, CM or the casino.
     
    14 people like this.
  6. Jun 29, 2016
  7. goatwack

    goatwack Calendar Time for Buddy CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    I'd be pretty cut up about the whole thing

    -I'll get my coat :(
     
    3 people like this.
  8. Jun 29, 2016
  9. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    ...and no more cutting remarks :rolleyes: Harry, some may not understand you as the nice guy we know and love :p

    Room in that coat for me Goaty :what:
     
    3 people like this.
  10. Jun 29, 2016
  11. conker

    conker Senior Member CAG MM webmeister

    Occupation:
    Marketer
    Location:
    UK
    I can see why Jon posted this thread, as it is a massive ball ache. As much as Harry_BKK makes valid points about how to avoid any trouble with withdrawals/deposits at casinos, but sometimes it just doesn't come into your mind.

    Since moving house I am still getting post turning up at my old address, 6 months later! I just can't remember every single company that has my old address. This issue with the card is a very similar situation and I appreciate the heads up as its the kind of thing that would definitely happen to me :eek:

    I personally can't understand why VS doesn't understand this situation. Seems to be a bit of a dark ages approach to managing customer transactions.
     
    5 people like this.
  12. Jun 29, 2016
  13. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
    .

    I had exactly the same problem at Videoslots a couple of months back.

    They wanted me to verify an old and expired card.

    They insisted that I had to fill out a form where I confirmed I was the owner of the card, which was impossible for me as I did not have the 16 digits CC number (I shredded the card long time ago right).

    The bank did not want to give me any information about my old card, so it took a while to explain this to VideoSlots.

    I am fully aware of the importance of KYC, but I felt VideoSlots took it a bit far in my case as I had already provided them with a scan of my driver license, bank statement, Neteller account, bank account and my newest credit card.

    Took some days to get my account verified.
     
    3 people like this.
  14. Jun 29, 2016
  15. goatwack

    goatwack Calendar Time for Buddy CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    This is just part 1. Videoslots also make you provide proof of burning a heretic, although often they accept a screenie of a witch being charred.
     
    4 people like this.
  16. Jun 29, 2016
  17. Dan.Videoslots

    Dan.Videoslots Dormant account

    Occupation:
    Games Manager
    Location:
    Malta
    Hi all,

    I have contacted theoldbaker via PM to be able to look closer into the case.

    Br,

    Daniel
     
    4 people like this.
  18. Jun 29, 2016
  19. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    As much as I agree, most punters don't know about KYC and as it isn't exactly in your face on most sites most people don't realise what you have to do.
    I was already verified with videoslots and they asked for a near face id to send to a third party company, which turned out to be them just talking shit, but being verified doesn't always mean you won't have problems.

    Personally I think KYC requirements should be much more clear, including on first deposit have a warning screen or text on the page saying before you can make a wd you may have to supply additional documents, along with a link detailing the policy in detail. You just need to look on some facebook adverts at the comments to see how often people just don't have a clue.
     
    2 people like this.
  20. Jun 29, 2016
  21. theoldbaker

    theoldbaker Newbie member

    Occupation:
    Chef
    Location:
    UK
    I don't think that my title was at all misleading. It is a warning plain and simple.

    I have no problems with security at all and welcome it actually but when it comes to this situation it makes things very difficult and tiresome indeed.

    I, on reflection should have made more about the speed in which the other documents were verified. The chat rep was rather blunt but was reading to script and stating company policy.

    I have no problem with Videoslots at all and think that it is one of the best spots for slots entertainment.
     
    3 people like this.
  22. Jun 29, 2016
  23. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    I had this exact same issue last year. But they did accept a copy of an online bank statement which showed some old transactions using the debit card I no longer had.

    It is a pain though as we are instructed by banks to cut up old debit cards and should do so. This is something as good as they are video slots do have an issue understanding for UK players.
     
    1 person likes this.
  24. Jun 29, 2016
  25. theoldbaker

    theoldbaker Newbie member

    Occupation:
    Chef
    Location:
    UK
    Now that's good to know.
     
    1 person likes this.
  26. Jun 29, 2016
  27. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Yeah took some back and forwarding to support before they really understood the issue.
    As my bank refused to give me any info on my old card. But it did get accepted in the end
    as they could see the last 4 digits on my old card number against the transactions.

    I am never comfortable about showing such personal information to anyone
    so now avoid in every way I can making a depo with card. Preferring ewallets only.

    Mainly skrill and Paypal where its accepted. Good luck im sure they will get this sorted for you as VS a great set up.

    But they need to address this ongoing problem for sure.
     
  28. Jun 29, 2016
  29. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    I made a thread about this months ago so if people searched, they would find it as a warning.

    Its a terrible practice and beyond ridiculous. What did I do about it? Not play there again.
     
    3 people like this.
  30. Jun 29, 2016
  31. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This happens because casinos don't do KYC up front because it costs too much, even though under a very strict interpretation of the rules they should be requesting KYC for a card or other deposit method the first time it is used. This way, they would have KYC for cards long before they expired and the banks issued a new one.

    I don't think this is purely UK players either, this is how banking works, and casinos are making themselves look somewhat dodgy when they give the impression that a player who has been sent a new card by the bank and has followed the banks' instruction to destroy the old one has somehow done something wrong as far as the casino is concerned.

    Banks could help by dropping the instruction to destroy an old card as keeping it would be very useful in this type of situation, and surely modern banking systems would no longer make it possible to misuse an old expired card to raid the cardholder's account anyway.

    Banks (in the UK at least) also need to remember that customers have the RIGHT to a copy of all the personal information they hold on a customer, including at least 6 years worth of statements that they are required to keep under the regulations. Banks who are telling customers they won't give the cardholder the information they need to retrieve a withdrawal from a casino are in the wrong, and the issue can be forced by telling the bank that they will be served with a formal SAR request if they continue to be awkward about it.

    One answer we need from the casino side is how far back might they ask for an old card, do we actually need to keep evidence or the card forever? We also see this problem with gift cards, particularly the non reloadable kind, and vouchers such as the old UKash and current PaySafe. How long should we keep these old gift cards and printed voucher receipts?
     
  32. Jun 29, 2016
  33. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Since Dec 2014 when i registered with CM and stepped into the multi-platform world I opened 21 new casino accounts. Maybe a coincidence but the first 3 of those asked me to verify my Neteller or Ecopayz account straight after the first deposit. So some or most are they doing it pretty quick after the initial registration.

    For the following accounts immediately after the first deposit I would upload/email a screenshot of the used method. Never waited until it was requested.

    DONE. :thumbsup:

    Ever since it never took more than 12hrs for my withdrawals to be processed, even when it was the first one from a new casino account. My average for the payouts since Dec 2014 stands currently at 3hrs 48mins.

    I don't know how you guys & girls keep track of everything but i do have a simple excel sheet with all my casino accounts, docs submitted, used deposits methods, total deposits & withdrawals, payout times, total bonuses & FS. Makes it super easy to never forget one when the need for an update of my KYC docs arises, be it address, payment methods or anything else.

    All of the above might come from my impatience to wait for withdrawals. :rolleyes: :D
     
    3 people like this.
  34. Jun 29, 2016
  35. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I have a small box at the back of my desk draw that holds all my expired cards, just in case;) I have never had to dig one out for a casino, but it would be much simpler than trying to drag a letter out of the bank, as well as much quicker as I could produce the required image right away, assuming it's not a card I have already imaged before and have in my image archive.

    It's mostly a problem for inexperienced players, as an experienced player sees others having these problems, they need to insure themselves against becoming a victim. This would now include keeping gift cards and PaySafe voucher receipts as well as old cards as this is a problem being reported with increasing frequency.

    I may well buy a tripod so that I can get a decent image of me holding my driving licence for my archive on top of everything else held there:D
     
    3 people like this.
  36. Jun 29, 2016
  37. theoldbaker

    theoldbaker Newbie member

    Occupation:
    Chef
    Location:
    UK
    Just had a reply from the bank saying that for fraud purposes they won't give me my old card details! :mad:

    I did however find old statements showing the deposits (and a few huge ones to another site!:eek2:)

    Hopefully they'll work
     
    2 people like this.
  38. Jun 29, 2016
  39. theoldbaker

    theoldbaker Newbie member

    Occupation:
    Chef
    Location:
    UK
    Just like to say that Dan the Rep from Videoslots has been in touch and everything is sorted from me giving an old bank statement.

    Big thumbs up for the swift nature of dealing with all of this. :thumbsup:
     
    5 people like this.

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