Videoslots withdrawal of large win

[colinsunderland]

Big fine for Videoslots & Casumo

there you go

Hello Nikantw,

There is no max withdrawal limit, only limits on what method you can use for it. For your second question, it should be withdrawn via Neteller.

Best regards,
Team Videoslots.

 

[Mark31288]

Big fine for Videoslots & Casumo

there you go

Hello Nikantw,

There is no max withdrawal limit, only limits on what method you can use for it. For your second question, it should be withdrawn via Neteller.

Best regards,
Team Videoslots.

@Team.Videoslots care to shed some light on this please? if this is the case then please PM me to advise on how i withdraw the remaining balance, since i have not yet had a response.

@colinsunderland yes i am in the UK, and appreciate you going to the effort to find this, thank you!

 

[dunover]

Hi

This is the first time I have been told about waiting for the provider.

Since Tuesday I have been told ‘we are looking into it’ time and time again with no real reasons / timeframes being given. This in my eyes, is bad communication because you aren’t telling me anything, I.e not communicating well.

I have been polite and professional until this point so don’t wish to get into tit for tat bickering on a forum about what is deemed ‘bad communication’, not my scene.

If you can kindly provide by PM / email an update in regards to the next steps and what exactly happens I would be greatful, if not only to put my mind at rest.

Myself and one or two others did tell you this was the likely cause of the delay and it could take a few days to a week. Agreed, that fact should have been communicated to you quicker and better. It is however completely normal for all casinos to verify large wins, and that pertains to wins over a certain cash amount as opposed to x stake. All gambling formats do this, whether the lottery, bookies, bingo houses or casinos. Think of it as the slower online equivalent of a 'hand pay' at a land casino.

 

[DreamRJ]

@Team.Videoslots care to shed some light on this please? if this is the case then please PM me to advise on how i withdraw the remaining balance, since i have not yet had a response.

@colinsunderland yes i am in the UK, and appreciate you going to the effort to find this, thank you!

I am sure @Team.Videoslots will sort this out for you soon when they see the posts made in this thread about no max withdrawal limit. I am confused as to why @Team.Videoslots seemed to have totally forgot this was the case with UK customers. Boggles my mind....................

 

[Mark31288]

Myself and one or two others did tell you this was the likely cause of the delay and it could take a few days to a week. Agreed, that fact should have been communicated to you quicker and better. It is however completely normal for all casinos to verify large wins, and that pertains to wins over a certain cash amount as opposed to x stake. All gambling formats do this, whether the lottery, bookies, bingo houses or casinos. Think of it as the slower online equivalent of a 'hand pay' at a land casino.

Thats fair enough, hearing it from you guys is one thing though for advice, hearing it from VS as a fact and a legitimate reason is another story altogether. This was my issue from the start and still is, communication. Granted VS are now at least listening to me but i still may have to wait another 3 and a bit weeks for the remainder of the money, and another 7 and a bit for the rest basing it on 30k pcm.

 

[dunover]

I am sure @Team.Videoslots will sort this out for you soon when they see the posts made in this thread about no max withdrawal limit. I am confused as to why @Team.Videoslots seemed to have totally forgot this was the case with UK customers. Boggles my mind....................

Probably because they deal with many different jurisdictions and not everybody is under UK rules!

 

[Team.Videoslots]

Hi,

@Mark31288 will be able to WD the full amount, and Mark we will reply to you via PM.

Br,
Team Videoslots

 

[dunover]

Thats fair enough, hearing it from you guys is one thing though for advice, hearing it from VS as a fact and a legitimate reason is another story altogether. This was my issue from the start and still is, communication. Granted VS are now at least listening to me but i still may have to wait another 3 and a bit weeks for the remainder of the money, and another 7 and a bit for the rest basing it on 30k pcm.

Nobody has said that - give them a chance to settle up before listening to the pessimism about staggered payments. As it's over 50k it's always likely to be split up, depending on the withdrawal method. Yes, there's no cap for UK players i.e. weekly, monthly etc. but there's nothing to say two or more payments cannot be made close together, but still within the boundaries of the rules. I think you know by now having got the first part that it will all be dealt with to your satisfaction.

I just noticed @Team.Videoslots reply above, so there ya all go!

 

[colinsunderland]

Probably because they deal with many different jurisdictions and not everybody is under UK rules!

But this player is, something they are fully aware of surely?
I mean I could tell he was in the UK by the fact the screenshot was in £'s without having any access to his account.

 

[colinsunderland]

Nobody has said that - give them a chance to settle up before listening to the pessimism about staggered payments.

Videoslots told him that. Why do you think nobody said it?

Apparantly the 30k withdrawal limit applies still but VS investigating if this can be removed due to the poor service received.

 

[Mark31288]

Videoslots told him that. Why do you think nobody said it?

Apparantly the 30k withdrawal limit applies still but VS investigating if this can be removed due to the poor service received.

yes i have this in black and white on an email! There is no denying that.

 

[Mark31288]

Nobody has said that - give them a chance to settle up before listening to the pessimism about staggered payments. As it's over 50k it's always likely to be split up, depending on the withdrawal method. Yes, there's no cap for UK players i.e. weekly, monthly etc. but there's nothing to say two or more payments cannot be made close together, but still within the boundaries of the rules. I think you know by now having got the first part that it will all be dealt with to your satisfaction.

I just noticed @Team.Videoslots reply above, so there ya all go!

As stated earlier its written in their terms under section 2.15. I gave them the chance to settle up and the response i got was that the limit is £30k per month, hence the post.
I am confident it will all be dealt with now yes, just a shame it gets slightly tarnished by all the back and forth and worry about the withdrawal that is seemless on competitors sites according to others (cannot vouch for this myself!)

 

[DreamRJ]

As stated earlier its written in their terms under section 2.15. I gave them the chance to settle up and the response i got was that the limit is £30k per month, hence the post.
I am confident it will all be dealt with now yes, just a shame it gets slightly tarnished by all the back and forth and worry about the withdrawal that is seemless on competitors sites according to others (cannot vouch for this myself!)

VS is the number 1 casino. They are rated number 1 on CM and also won the recent award as well for best casino. They would not win that award and be number 1 if they was not a good trustworthy casino. It is my number 1 casino I play at.

 

[dunover]

As stated earlier its written in their terms under section 2.15. I gave them the chance to settle up and the response i got was that the limit is £30k per month, hence the post.
I am confident it will all be dealt with now yes, just a shame it gets slightly tarnished by all the back and forth and worry about the withdrawal that is seemless on competitors sites according to others (cannot vouch for this myself!)

Yes, I was referring to the posts VS made on page 2, where they were looking into it - they always abide by the rules so would have established between then and my last post that you would be paid in full as the 30k cannot be applied to you. As indeed you are being. Remember the average staff member is likely not availed of all the knowledge many on here have regarding the various permutations of rules and regs so would just stick to the stock terms, until it was passed up the chain. This explains the variation in responses you received.

 

[brianmon]

Yes, I was referring to the posts VS made on page 2, where they were looking into it - they always abide by the rules so would have established between then and my last post that you would be paid in full as the 30k cannot be applied to you. As indeed you are being. Remember the average staff member is likely not availed of all the knowledge many on here have regarding the various permutations of rules and regs so would just stick to the stock terms, until it was passed up the chain. This explains the variation in responses you received.

Why have they not updated their UK T&C to reflect the change in rules by the UKGC?
This clause is still present...

• Account holders may only withdraw the maximum amount of € 30,000 per month, unless a larger amount has been agreed with Videoslots. Then the Account holder is paid an amount of € 30,000 per month until all winnings has been received.

 

[Mark31288]

Yes, I was referring to the posts VS made on page 2, where they were looking into it - they always abide by the rules so would have established between then and my last post that you would be paid in full as the 30k cannot be applied to you. As indeed you are being. Remember the average staff member is likely not availed of all the knowledge many on here have regarding the various permutations of rules and regs so would just stick to the stock terms, until it was passed up the chain. This explains the variation in responses you received.

Fair enough apologies for getting confused there! As stated earlier this is all new to me so i don't know the right from wrong and i naturally put my trust in what support were telling me, and indeed what TeamVideoslots advised me directly also.
Appears it is all getting resolved though and hopefully the remainder of the funds will be in my possession soon too

 

[colinsunderland]

Yes, I was referring to the posts VS made on page 2, where they were looking into it - they always abide by the rules so would have established between then and my last post that you would be paid in full as the 30k cannot be applied to you. As indeed you are being. Remember the average staff member is likely not availed of all the knowledge many on here have regarding the various permutations of rules and regs so would just stick to the stock terms, until it was passed up the chain. This explains the variation in responses you received.

And yet until it was pointed out on here, they were telling him £30k a month, as their (incorrect) terms and conditions state. Wonder how many others are accepting installments after being given wrong advice by poor customer service reps.

 

[dunover]

Videoslots told him that. Why do you think nobody said it?

Apparantly the 30k withdrawal limit applies still but VS investigating if this can be removed due to the poor service received.

If you're going to quote me at least get it right and in context by including the part I was referring to:

"Granted VS are now at least listening to me but i still may have to wait another 3 and a bit weeks for the remainder of the money, and another 7 and a bit for the rest basing it on 30k pcm."

Nobody said that at all, that was the OP's presumption based on the 30k limit he was initially informed would be applied, before @Team.Videoslots appeared on the thread and informed us all that they would look into it having identified the facts, on page 2. Perhaps to avoid future sniping I should over-explain everything.

How about @Team.Videoslots hasn't said that??

 

[dunover]

Fair enough apologies for getting confused there! As stated earlier this is all new to me so i don't know the right from wrong and i naturally put my trust in what support were telling me, and indeed what TeamVideoslots advised me directly also.
Appears it is all getting resolved though and hopefully the remainder of the funds will be in my possession soon too

Make sure you let us know, I can't wait to mark this as 'resolved' for you and let us all move on....

 

[dunover]

Why have they not updated their UK T&C to reflect the change in rules by the UKGC?
This clause is still present...

• Account holders may only withdraw the maximum amount of € 30,000 per month, unless a larger amount has been agreed with Videoslots. Then the Account holder is paid an amount of € 30,000 per month until all winnings has been received.

Ask them. Perhaps they will now as it may have taken this exceptional win for the matter to be brought up with them.

 

[colinsunderland]

If you're going to quote me at least get it right and in context by including the part I was referring to:

"Granted VS are now at least listening to me but i still may have to wait another 3 and a bit weeks for the remainder of the money, and another 7 and a bit for the rest basing it on 30k pcm."

Nobody said that at all, that was the OP's presumption based on the 30k limit he was initially informed would be applied, before @Team.Videoslots appeared on the thread and informed us all that they would look into it having identified the facts, on page 2. Perhaps to avoid future sniping I should over-explain everything.

How about @Team.Videoslots hasn't said that??

So when the OP stated he has an email stating EXACTLY what I quoted, he was lying? This was after Videoslots first posted that they would look into it.
Or did they actually tell him the 30k limit applied?

How about - Videoslots DID say exactly what I said they did??

If this was any other casino stalling like this you would be saying how bad they are. They messed him about for 3 days, not even giving a reason why he wasn't getting paid.
Posted on here in public, they suddenly sorted all the problems and agreed to pay him, but only with a £30k limit per month.
When it was posted in public on here they don't have monthly limits, suddenly they will pay him in full.

 

[Mark31288]

So when the OP stated he has an email stating EXACTLY what I quoted, he was lying? This was after Videoslots first posted that they would look into it.
Or did they actually tell him the 30k limit applied?

How about - Videoslots DID say exactly what I said they did??

If this was any other casino stalling like this you would be saying how bad they are. They messed him about for 3 days, not even giving a reason why he wasn't getting paid.
Posted on here in public, they suddenly sorted all the problems and agreed to pay him, but only with a £30k limit per month.
When it was posted in public on here they don't have monthly limits, suddenly they will pay him in full.

They did say this via email not too many moments ago. After being advised by @Team.Videoslots i could withdraw the funds today, I attempted numerous withdrawals via trustly (max £10k a time) and again via bank transfer (max £2300 a time and a £2.50 fee per transaction) and all got declined. I just want some sort of clarity over what I can or can’t do and when I will or won’t get paid out. If it is next month then sobeit, but I’d rather know that as a fact rather than being told I can withdraw today and still be unable to.

The varying information based on who you speak to is the root of the problems I’ve encountered. They may well be the number one casino, but there are still issues clearly when it comes to communication, which leads me back to my initial query!

 

[DreamRJ]

They did say this via email not too many moments ago. After being advised by @Team.Videoslots i could withdraw the funds today, I attempted numerous withdrawals via trustly (max £10k a time) and again via bank transfer (max £2300 a time and a £2.50 fee per transaction) and all got declined. I just want some sort of clarity over what I can or can’t do and when I will or won’t get paid out. If it is next month then sobeit, but I’d rather know that as a fact rather than being told I can withdraw today and still be unable to.

The varying information based on who you speak to is the root of the problems I’ve encountered. They may well be the number one casino, but there are still issues clearly when it comes to communication, which leads me back to my initial query!

You should have quoted @Team.Videoslots like this with the @ sign in your post, that way they will get a notification to alert them that they got mentioned. I have now done it in this post. So this might alert @Team.Videoslots to come and reply to your post.

I am really confused as to why VS have now declined your recent withdraw requests though. I am sure it will get sorted, and I can assure you it will not be next month. It will be today or tomorrow at the latest. Maybe @Team.Videoslots just needs to alert the payments team to approve them and they are in the UK so there is no monthly cap applied. So yeah it appears it could just be the payments team are not aware of the cap or maybe their automatic system they have in place that also process them automatically might have that cap applied for every account regardless of country, so that means they will need to manually process those other withdraw requests. What I would do if I was you is, goto live chat and ask them to contact the payments team to manually process them and explain that I am in the UK and that 30K monthly limit does not apply to UK customers and the rep on CM told me that I can withdraw the full amount. And see what they say.

Keep us updated

 

[Nate]

I would be just as unhappy/anxious as the OP. Clear communication is essential.

Maybe some of you remember that a CM'er (was it Nate?) won over 50k on Doa @Redbet and it was paid very quickly?

In the rare event players get this lucky it's quite disappointing that normal cashout times are not adhered to. More than 3 days without a proper explanation is imo unacceptable. Having said that, the OP will get his money of course but the way it's being dealt with will understandably create a rather bitter after-taste.

I won over 120k at Rebet. Two hits of 50k plus a day after each other... paid in 10 mins. 40k at Mr. Green paid in 2 hours. 30k at Betsson... paid in an hour.... and many many more.... those were the days.

In any event,

I asked the VS team for clarity on their payout limits but it would seem like pointed out by others, their terms still reflect otherwise. Any clarity @Team.Videoslots ?

It's sad to see that someone senior can't actually take this by the horns and pay the player.

Nate

 

[Mouche12]

Thanks Nate, but that wasn't too long ago, was it? (am a bit lazy here. That would mean that if you'd win those amounts today cashout times are not so favourable any more?