Question When is your monthly limit not your monthly limit? Secret monthly limit from Videoslots?

[pmy2023]

Bit of a strange one this...
I have been with Videoslots for about 6 months now, no real issues - a few delayed withdrawals and a long intrusive SOW, but all went through OK.
When I joined, and after the SOW I set a pretty high monthly deposit limit, mainly because I mostly use their sports betting, but I only bet on really low odds so I generally win month on month - on average about 2% each month so far.
Up until today I have deposited pretty close to my limit each month, without issue but today when I go to deposit I get a standard message telling me I have reached my monthly limit, and to either request a new limit or wait for it to reset at the end of the month. The message also mentions a weekly limit, which I haven't even reached 20% this week going on my account records.
When I check the account records, it shows me I have just under half of my usual limit remaining for the month, which is exactly what it should be.

This is where it gets odd... I contact the live chat and explain, and they tell me that I have reached the "hidden monthly limit "on my account (their words) and I need to request a new limit or wait until the end of the month. I ask why the limit I have on my account does not apply and they just repeat the same.

So I contact TeamVideoslots on here and am told the same thing (although they called it a "secret" limit)

What is going on here? do they not like me actually winning each month?

What is the point of me going through all the SOW and setting limits when they arbitrarily apply a "secret" limit ?

I am loathed to ask for an increased limit as I can see the spectre of SOW appearing all over again - and why should I when I already have a limit which has been perfectly fine for months now? I can hardly be classed as having a gambling problem when I win each month - why not just impose a really low monthly loss limit - I already have a low loss limit, but would happily lower it.

It would be helpful if Teamvideoslots could answer here and explain this "secret limit" nonsense and why it has only just applied - there is no need to be account specific, but some transparency would be useful.




See the full Videoslots review here

 

[sufferinsilence]

What is going on here? do they not like me actually winning each month?

Spot on...

 

[bamberfishcake]

Had a similar experience with LeoVegas. Reached a monthly limit and went to live chat who told me that they are not allowed to disclose my limit.

A better experience would be a warning when you are getting close. I have a Unibet-imposed limit that prevents me from spinning when reached. So, I could deposit, take one spin, and then be locked out of playing until the end of the month.

It's a poor customer experience, but let's face it, players are treated like cattle by casinos.

 

[Team.Videoslots]

Hi @pmy2023 ,

The deposit limit and net deposit limit are 2 different limits, and don't function in the same way, which is why we have 2 different limits.

The deposit limit is quite self-evident. With the deposit limit, every time you deposit the limit decreases until you reach zero, and can no longer deposit for the amount of time the limit is set at.

The Net Deposit limit is a monthly limit that takes into account both deposits and withdrawals, which means that if you withdraw funds before reaching your net deposit limit, this will be taken into account, in case you reach this limit it will reset at the end of the month.

In case the limit is reached, the only way you can request to increase the limit to be increased is via the "request limit increase" function on the site. The request will go to our Responsible Gaming Team, which will then review the request and get in contact with you via email, so that a reasonable and affordable monthly limit can be decided upon.

This limit is not visible from the Responsible Gaming page of your profile and cannot be modified nor disclosed by Customer Service, this is because this limit can only be managed by our Responsible Gaming Team, which is why it may informally be referenced as a "hidden" limit.

As the two limits work in different ways, your normal deposit limits are still a valid way to limit your deposits, the deposits will be blocked depending on which limit is reached first.

I hope this clears up any confusion regarding the difference between the limits.

Kind Regards.
Team Videoslots.

 

[snorky510238]

What is going on here? do they not like me actually winning each month?

Of course they don’t. Keep doing so and I guarantee your account will be closed, no question.

 

[pmy2023]

Hi @pmy2023 ,

The deposit limit and net deposit limit are 2 different limits, and don't function in the same way, which is why we have 2 different limits.

The deposit limit is quite self-evident. With the deposit limit, every time you deposit the limit decreases until you reach zero, and can no longer deposit for the amount of time the limit is set at.

The Net Deposit limit is a monthly limit that takes into account both deposits and withdrawals, which means that if you withdraw funds before reaching your net deposit limit, this will be taken into account, in case you reach this limit it will reset at the end of the month.

In case the limit is reached, the only way you can request to increase the limit to be increased is via the "request limit increase" function on the site. The request will go to our Responsible Gaming Team, which will then review the request and get in contact with you via email, so that a reasonable and affordable monthly limit can be decided upon.

This limit is not visible from the Responsible Gaming page of your profile and cannot be modified nor disclosed by Customer Service, this is because this limit can only be managed by our Responsible Gaming Team, which is why it may informally be referenced as a "hidden" limit.

As the two limits work in different ways, your normal deposit limits are still a valid way to limit your deposits, the deposits will be blocked depending on which limit is reached first.

I hope this clears up any confusion regarding the difference between the limits.

Kind Regards.
Team Videoslots.

So, this leads to more questions:

This action means that I am being punished for withdrawing more than I have deposited (which is what a net deposit limit is)? - am I not allowed to actually win ?

What has this got to do with responsible gaming? How does it benefit me ? Surely if it was a feature designed to help me play more responsibly it wouldn't and shouldn't be a secret?

What is the point of an agreed limit, following a lengthy SOW if you can just set an arbitrary limit at any time?

Why has this only just been enforced? I have deposited an average of 96% of my "known" limit every month so far without issue. Why is this month different - I have actually deposited far less than average as I was away for 5 days last week.

Why is the net deposit limit hidden/secret? I have accounts with other casinos and they all display the net deposit limits quite clearly.

Has anyone else come across this "secret" limit before ?

 

[bamberfishcake]

Hi @pmy2023 ,

The deposit limit and net deposit limit are 2 different limits, and don't function in the same way, which is why we have 2 different limits.

The deposit limit is quite self-evident. With the deposit limit, every time you deposit the limit decreases until you reach zero, and can no longer deposit for the amount of time the limit is set at.

The Net Deposit limit is a monthly limit that takes into account both deposits and withdrawals, which means that if you withdraw funds before reaching your net deposit limit, this will be taken into account, in case you reach this limit it will reset at the end of the month.

In case the limit is reached, the only way you can request to increase the limit to be increased is via the "request limit increase" function on the site. The request will go to our Responsible Gaming Team, which will then review the request and get in contact with you via email, so that a reasonable and affordable monthly limit can be decided upon.

This limit is not visible from the Responsible Gaming page of your profile and cannot be modified nor disclosed by Customer Service, this is because this limit can only be managed by our Responsible Gaming Team, which is why it may informally be referenced as a "hidden" limit.

As the two limits work in different ways, your normal deposit limits are still a valid way to limit your deposits, the deposits will be blocked depending on which limit is reached first.

I hope this clears up any confusion regarding the difference between the limits.

Kind Regards.
Team Videoslots.

I feel a tad more confused @Team.Videoslots

If I have a depo limit, plus a hidden limit that takes into account deposits and withdrawals, one is only ever going to be reached first, isn't it?

I don't understand the purpose or the idea of having two monthly deposit limits, one that counts deposits only and another that factors in withdrawals. Sounds like overkill, why not have just one limit?

It sounds to me like you are imposing your own limit that overrides the deposit limit.

I just cannot fathom this one out. Maybe I need some more coffee but this sounds like a confusing and convoluted way to ensure safer gambling.

 

[ritae]

JackpotJoy, Virgin Games, MegaWays Casino (Gamesys) have the same system in place. For example, if I log into my Virgin account it says I can deposit £3000 more this month, but in the background, there is an internal limit of £1850.

This internal limit was agreed on a responsible gaming call with me last year. It isn't isn't shown anywhere on the site either, so I have to log my deposits.

I deposit £100 every day at Videoslots and never hit any limits myself. I have a rolling £700 weekly limit which I set myself. For the record I am significantly up there, and make frequent withdrawals.

 

[pmy2023]

JackpotJoy, Virgin Games, MegaWays Casino (Gamesys) have the same system in place. For example, if I log into my Virgin account it says I can deposit £3000 more this month, but in the background, there is an internal limit of £1850.

This internal limit was agreed on a responsible gaming call with me last year. It isn't isn't shown anywhere on the site either, so I have to log my deposits.

I deposit £100 every day at Videoslots and never hit any limits myself. I have a rolling £700 weekly limit which I set myself. For the record I am significantly up there, and make frequent withdrawals.

That makes sense, but you agreed to the "internal" limit and are well aware of it. The secret Videoslots limit is NOT agreed to and they won't even tell me what it is !

 

[jasonuk]

If I have a depo limit, plus a hidden limit that takes into account deposits and withdrawals, one is only ever going to be reached first, isn't it?

I was just writing the same thing... it's a bizarre way to do it.

A number of operators will offer both gross deposit limits (ignoring withdrawals) and net deposit limits (including withdrawals). As part of RG they can have shadow limits for one or both as well - which may or may not be disclosed to the player (as an example, I had a notification from an operator last week that their RG tool had set my shadow monthly limit to five times the limit I've set!)

If Gross Deposit Limit <= Net Deposit Limit, the NDL has no meaning because the GDL will always be hit first.
In the other direction, the NDL can exceed the GDL if there are sufficient withdrawals (where the first scenario will apply), but can also be used as an overriding mechanic to the GDL and reduce total deposits.

As VS doesn't appear to offer a Net Deposit Limit setting to the player (according to their RG page at least), it seems odd that they would apply a shadow limit that way - seems less about RG and more about managing winning players!

I don't understand the purpose or the idea of having two monthly deposit limits, one that counts deposits only and another that factors in withdrawals. Sounds like overkill, why not have just one limit?

I'm not the biggest fan of gross deposit limits because it can (wrongly) encourage you to leave balances in the account, net deposit limits gives you more flexibility but requires more discipline because people can plough their winnings straight back in during the rolling time period (e.g. deposit £10, withdraw £100; you then have a +£90 limit for the next 30 days).

I'm surprised it's this way around as it makes less sense - player sets gross/net limit, operator sets shadow gross limit makes much more sense as an AML or RG trigger. Additionally I can understand an operator not disclosing a higher limit (as it sends the wrong signals), but should make players aware of a lower limit as their own limit no longer applies.

 

[pmy2023]

. Additionally I can understand an operator not disclosing a higher limit (as it sends the wrong signals), but should make players aware of a lower limit as their own limit no longer applies.

Exactly this.
My real issue with this action is that it is "secret, hidden" - to use Videoslots own words.
As this is being done under the guise of responsible gaming (they are apparently the only ones with access to this limit) surely the person they are responsible for is ME, so why not tell ME what the limit actually is?

 

[satchnz]

I feel a tad more confused @Team.Videoslots

If I have a depo limit, plus a hidden limit that takes into account deposits and withdrawals, one is only ever going to be reached first, isn't it?

I don't understand the purpose or the idea of having two monthly deposit limits, one that counts deposits only and another that factors in withdrawals. Sounds like overkill, why not have just one limit?

It sounds to me like you are imposing your own limit that overrides the deposit limit.

I just cannot fathom this one out. Maybe I need some more coffee but this sounds like a confusing and convoluted way to ensure safer gambling.

They are doing you a service by adding an extra layer of gambling to your experience. The first layer is the gamble of whether or not you can deposit. Assuming you can, the second layer is your normal gambling session…

 

[bamberfishcake]

They are doing you a service by adding an extra layer of gambling to your experience. The first layer is the gamble of whether or not you can deposit. Assuming you can, the second layer is your normal gambling session…

That's where I am going wrong. I didn't realise it was intended as a bit of fun.

 

[pmy2023]

I agree, this would be comical if it wasn't from a "professional" organisation.
I am basically being punished because I haven't lost enough - I must really be messing with their systems by withdrawing more than I have deposited!

 

[Reelsoffun]

Well until recently I have always been a big fan of VS, and have defended them a lot however I have finally fell foul of what others have done with SOW etc, they are just asking for more and more the more I provide.

My limits have always been high ish, I don’t need a limit to stop me, if I don’t have spare funds I don’t play its not rocket science, as I don’t like being restricted on the weeks I have more to spend. Quite a few months ago I hit my net deposit limit for the month which was unknown to me at the time. So after that I made sure I kept below by keeping track of my net deposits. Then had a few wins to put me back up for the last 15 months, Then came the SOW crap which is still going on weeks later, mostly because my circumstances aren’t a normal occurrence but they seem to take days not hours between each email, but that’s here nor there.

If SOW really was about SOW, why are they hounding players that are actually up? I’m 8k up over the last 15 months, makes no sense my deposits are actually coming from themselves, yet they want 3 months bank statements of all my accounts not just the one I deposit from, it’s all gone mad.

I don’t know why on earth Videoslots have gone totally OTT lately but at this rate they won’t have any uk players left anyway, maybe the rumour that they planning to leave uk market is true, but makes no sense doing all the SOW if they are? either way I can’t see me getting my account back and would expect I won’t be the only one from the uk that will when the SOWs start going full speed.

The other problem now is even if I did get my account back by some miracle, would I trust them after they been holding a withdraw to ransom for a SOW request that they should and could have easily done before, which is a breach of licence condition in itself. How could I be sure they wouldnt just do it again anytime they want?

 

[pmy2023]

Yeah .. funny how the all important SOW documentation requirements are only remembered by them after you start winning.

 

[pinnit2014]

The other problem now is even if I did get my account back by some miracle, would I trust them after they been holding a withdraw to ransom for a SOW request that they should and could have easily done before, which is a breach of licence condition in itself. How could I be sure they wouldnt just do it again anytime they want?

Think Dunover experienced that very thing with Casumo - SOW in Jan, then in May etc etc (IIRC) Once on the radar i would tend to dump the casino because there's probably a good chance it comes a knocking again (plus, they'll know the person has already supplied it and therefore will do so again)

 

[nfehily]

So, this leads to more questions:

This action means that I am being punished for withdrawing more than I have deposited (which is what a net deposit limit is)? - am I not allowed to actually win ?

What has this got to do with responsible gaming? How does it benefit me ? Surely if it was a feature designed to help me play more responsibly it wouldn't and shouldn't be a secret?

What is the point of an agreed limit, following a lengthy SOW if you can just set an arbitrary limit at any time?

Why has this only just been enforced? I have deposited an average of 96% of my "known" limit every month so far without issue. Why is this month different - I have actually deposited far less than average as I was away for 5 days last week.

Why is the net deposit limit hidden/secret? I have accounts with other casinos and they all display the net deposit limits quite clearly.

Has anyone else come across this "secret" limit before ?

Just a filthy way to get you to stop withdrawing so frequently, thus hopefully giving them a chance to win some back when your betting habits change because of the imposed limits. Stand firm and deposit elsewhere until the end of the month.

 

[justdoit]

no idea how it works I play all time with limit, some times I make it £50 limit deposit pm many times I make it £2000 pm, all time you change higher take 7 days for limit to change, If I win I keep some money in account and take cooloff for 3-4 days, next time I dont need to make deposit

 

[Reelsoffun]

Well clearly they not got round to triggering it for you yet lol

I never use cool off, if I have decided to not play for a few days I don’t play, no need for me to use a time out, but whatever works for you. I guess maybe that’s the secret to avoiding the VS Net limit curse lol you have found a way to beat the system

 

[justdoit]

Well clearly they not got round to triggering it for you yet lol

I never use cool off, if I have decided to not play for a few days I don’t play, no need for me to use a time out, but whatever works for you. I guess maybe that’s the secret to avoiding the VS Net limit curse lol you have found a way to beat the system

oh they did ask me but not so much like other casinos

 

[justdoit]

Well clearly they not got round to triggering it for you yet lol

I never use cool off, if I have decided to not play for a few days I don’t play, no need for me to use a time out, but whatever works for you. I guess maybe that’s the secret to avoiding the VS Net limit curse lol you have found a way to beat the system

what is net limit?
I got
wager limit: I just add 99999999
lose limit: I did 99999999
Deposit limit: if I lose I make it back to £50, when I feel like it I make it £2000pm

I play more in Pokerstars they dont ask much, I can get up to £5000pm limit with out doing SOW, they do limit by age

 

[Reelsoffun]

Yeah that’s just the first one, a SOW declaration isn’t the same as a SOW, the next one is the proper SOW, eg bank statements, wage slips etc.

Mine says approved on that one as well.

and all mine are 9999999 as well but the VS internal one overrides any you set, you don’t know it’s there till you trigger it as others have said.

The net loss one is total loss for any given month, regardless of what you have set, I have other friends that spend more than I do and not had to provide anything, so its definitely strange how they decide who to ask, you would think everyone would be asked the same, clearly not.

 

[justdoit]

Yeah that’s just the first one, a SOW declaration isn’t the same as a SOW, the next one is the proper SOW, eg bank statements, wage slips etc.

Mine says approved on that one as well.

and all mine are 9999999 as well but the VS internal one overrides any you set, you don’t know it’s there till you trigger it as others have said.

The net loss one is total loss for any given month, regardless of what you have set, I have other friends that spend more than I do and not had to provide anything, so its definitely strange how they decide who to ask, you would think everyone would be asked the same, clearly not.

is like KYC but UKGC dont care much for SOW not sure way casinos still asking

no I will not share nothing with any casino, I will ask to close my account and pay my money

 

[spurs1882]

Had a similar experience with LeoVegas. Reached a monthly limit and went to live chat who told me that they are not allowed to disclose my limit.

A better experience would be a warning when you are getting close. I have a Unibet-imposed limit that prevents me from spinning when reached. So, I could deposit, take one spin, and then be locked out of playing until the end of the month.

It's a poor customer experience, but let's face it, players are treated like cattle by casinos.

I had the same with LeoVegas. They described it as a "UKGC limit" which they couldn't disclose due to "license requirements". I can see that they did a gambling affordability search with TransUnion but I don't understand why they think the affordability limit is secret.