Videoslots warning for longer term users

theoldbaker

Newbie member
Joined
Apr 12, 2015
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
 

interlog

Meister Member
webmeister
PABnonaccred
MM
Joined
Mar 29, 2015
Location
London
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

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!!!
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
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.
 

goatwack

I’ll have the cleavage, I mean the special
CAG
Joined
Aug 29, 2012
Location
Londonia
I'd be pretty cut up about the whole thing

-I'll get my coat :(
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
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:
 

conker

Dormant account
Joined
Feb 10, 2012
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.
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
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.
 

goatwack

I’ll have the cleavage, I mean the special
CAG
Joined
Aug 29, 2012
Location
Londonia
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.

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.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
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!

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.
 

theoldbaker

Newbie member
Joined
Apr 12, 2015
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.
 

Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
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.
 

theoldbaker

Newbie member
Joined
Apr 12, 2015
Location
UK
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.

Now that's good to know.
 

Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
Location
The biG Eu
Now that's good to know.

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.
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
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.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
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?
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
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?

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
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
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

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
 

theoldbaker

Newbie member
Joined
Apr 12, 2015
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
 

theoldbaker

Newbie member
Joined
Apr 12, 2015
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:
 

goatwack

I’ll have the cleavage, I mean the special
CAG
Joined
Aug 29, 2012
Location
Londonia
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

What? you......have spreadsheets and tax return forms when gambling?? You're a real passion killer aren't you :p

My method is far more rock and roll. I suppose it's the equivalent of being blindfolded, spinning on the spot for a minute, then trowing money notes into gale-force winds. When it's all over, I see what's left.

That's how you do it!
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
What? you......have spreadsheets and tax return forms when gambling?? You're a real passion killer aren't you :p

My method is far more rock and roll. I suppose it's the equivalent of being blindfolded, spinning on the spot for a minute, then trowing money notes into gale-force winds. When it's all over, I see what's left.

That's how you do it!

LMAO

Oh, that is just as much the same for me or even everybody when gambling. :D

The slots don't seem to care that i keep neat records.:rolleyes:
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
Off topic here.

But i find it amazing that so many people keep so many records of their gambling.

They can tell exactly how many times theyve hit certain features. Exactly how much they have lost or won at a casino over years. Have every detail recorded.

Lol my idea of gambling is spend whatever i can afford thats available. If i win i spend more and rest of winnings goes on whatever.

I couldnt tell anyone what ive won or lost at any casino. Couldnt say how many times a feature has paid x amount.

I know maybe im wrong but i just see gambling as fun and spend whatever i can afford, spin the slots and see what happens. Never bothered me exactly what ive lost as its always affordable.

I know maybe should keep records i just feel that if i was to sit down recording every win etc. it would take the fun out of it for me. I just like to make a deposit , hope for a win and if i lose as always try again whenever.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Off topic here.

But i find it amazing that so many people keep so many records of their gambling.

They can tell exactly how many times theyve hit certain features. Exactly how much they have lost or won at a casino over years. Have every detail recorded.

Lol my idea of gambling is spend whatever i can afford thats available. If i win i spend more and rest of winnings goes on whatever.

I couldnt tell anyone what ive won or lost at any casino. Couldnt say how many times a feature has paid x amount.

I know maybe im wrong but i just see gambling as fun and spend whatever i can afford, spin the slots and see what happens. Never bothered me exactly what ive lost as its always affordable.

I know maybe should keep records i just feel that if i was to sit down recording every win etc. it would take the fun out of it for me. I just like to make a deposit , hope for a win and if i lose as always try again whenever.

The main reason i do the records is to keep my spending in check. I know what i can afford to lose every year without affecting my life style.

Luckily or maybe the opposite depending from which side you are looking at it, i earned well every year in the past 18odd years to fund this damn' habbit :rolleyes: ....but i do have this moments where i go on a high rolling binge and mostly lose thousands in 1 session. The most was 20K at 32RED in 2014, recovered the next day 14K though, but still a big loss.

Without the records i wouldn't know where i stand in regards to losses/profit, hence prior to making them i would lose some years well over my comfort zone. Ever since doing the accounts properly i never lost more than i could easily afford. :)

As for the game records, statistics are my hobby, hence collecting that data is part of the fun. It certainly didn't make me much wiser or better on getting good wins though. :rolleyes:

The casino KYC records are just pure convenience as i don't like any delays with withdrawals and by keeping my records up to date I have avoided them so far.
 
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