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newguy

Videoslots casino hold deposits ransom

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Videoslots casino are holding over 10k of my deposits ransom. I sent them all my documents, which are approved. The still limited my account. I requested an withdrawal after loosing a lot of money beforehand, and they just keep saying a department which they can not name is reviewing the account. I thought that customers should have access to their deposits anytime, especially on a verified account. They decline to give me an estimated time for this review and just keep saying that support does know what the other department is doing. This seem to me like a tactic to keep my money to be fair, and seem to be a rogue behaviour.

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Perhaps you are right , but more likely they are applying a SOW process to see you are legitimately depositing .  Give them time to sort it out ... and then update us with any progress . 

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5 minutes ago, Solario333 said:

Perhaps you are right , but more likely they are applying a SOW process to see you are legitimately depositing .  Give them time to sort it out ... and then update us with any progress . 

SoW has been filled in and approved yesterday. I sent them documents related to the source of funds to speed up the process, again this was done yesterday.

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12 minutes ago, newguy said:

SoW has been filled in and approved yesterday. I sent them documents related to the source of funds to speed up the process, again this was done yesterday.

Have you played through all of the deposited funds? It can raise a red flag if you deposite say 10k, lose 2 of it then try to withdraw the remaining balance beforeplaying it through. 

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1 minute ago, andywilliams1187 said:

Have you played through all of the deposited funds? It can raise a red flag if you deposite say 10k, lose 2 of it then try to withdraw the remaining balance beforeplaying it through. 

No I haven't. The reason for this being that they had limited my account and was unable to play any games. I discussed with a team concerned about my deposits over the phone, everything was ok, but they hadn't removed the restrictions on gameplay. So to be fair, who would keep money on an account which they can not use anyway ?

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2 minutes ago, newguy said:

No I haven't. The reason for this being that they had limited my account and was unable to play any games. I discussed with a team concerned about my deposits over the phone, everything was ok, but they hadn't removed the restrictions on gameplay. So to be fair, who would keep money on an account which they can not use anyway ?

I understand what your saying and why you want to withdraw it, but unfortunatley they wont see it that way. 

They will see it as "why deposit 10k and only play X amount of it". 

Videoslots are usually pretty decent so i am sure they will sort it out for you 

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4 minutes ago, ryans_slots said:

you'll be fine with videoslots.. allow them to do their thing.

I need that money after getting some bad news. I am tired of letting them do their thing. I might as well just jump off a bridge and at least bring them some bad publicity.

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16 minutes ago, newguy said:

I need that money after getting some bad news. I am tired of letting them do their thing. I might as well just jump off a bridge and at least bring them some bad publicity.

that isn't going to solve anything, if you have that 'mindset' I think you shouldn't be gambling anyway.. no offence.
Bandit has had to 'verify his same details and SOW 28 times I believe...
I've had to do it 4 times since 2017.
Relax and accept that UKGC licences are strict on AML & KYC, well 99% are.
Just send them what ever they need from you, then I suggest you time out for a while.

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12 minutes ago, ryans_slots said:

that isn't going to solve anything, if you have that 'mindset' I think you shouldn't be gambling anyway.. no offence.
 Bandit has had to 'verify his same details and SOW 28 times I believe...
I've had to do it 4 times since 2017.
Relax and accept that UKGC licences are strict on AML & KYC, well 99% are.
Just send them what ever they need from you, then I suggest you time out for a while.

I don't plan on gambling anymore after I get my money back. I did do the SOW, that's the thing. It is approved by them since yesterday.

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4 minutes ago, newguy said:

I don't plan on gambling anymore after I get my money back. I did do the SOW, that's the thing. It is approved by them since yesterday.

Ok

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So basically I've done everything that was supposed to be done, and now apparently I need to wait for something that nobody seems to know anything about. This doesn't to me as being professional at all and of course triggers alarms in my head.

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27 minutes ago, newguy said:

So basically I've done everything that was supposed to be done, and now apparently I need to wait for something that nobody seems to know anything about. This doesn't to me as being professional at all and of course triggers alarms in my head.

Its normal procedure you just have to wait it out you will get your money since everything is in check like you said. 
And after reading your posts I would agree with you that is not the best for you to gamble ever again for your own sake.

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35 minutes ago, crazyrightmeow said:

Its normal procedure you just have to wait it out you will get your money since everything is in check like you said. 
 And after reading your posts I would agree with you that is not the best for you to gamble ever again for your own sake.

I don't understand where this normal procedure comes from. Everything has been checked as per the account ( they show that the docs have been approved ). After this is done, shouldn't it be like in the case of ID checks, when after the documents are approved the withdrawals move from Pending to Processed or Processing ? They are still pending since yesterday, so its been way over 24h and the status has not changed.

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1 hour ago, newguy said:

I might as well just jump off a bridge and at least bring them some bad publicity.

They wouldn’t care. That would just guarantee non payment. Hope you get it sorted but in my experience if a casino doesn’t want to pay you they won’t. Took me a couple of years and some expensive solicitors. 
 

Wish you the best, keep us updated 

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7 minutes ago, newguy said:

I don't understand where this normal procedure comes from. Everything has been checked as per the account ( they show that the docs have been approved ). After this is done, shouldn't it be like in the case of ID checks, when after the documents are approved the withdrawals move from Pending to Processed or Processing ? They are still pending since yesterday, so its been way over 24h and the status has not changed.

It was always like that it just depends from casino to casino how fast they do it, bigger casinos have more customers so it takes longer. You have to understand that you are doing business with them at their terms since they are a company that provides a service\product. It depends from withdrawal method how long it takes, sometimes it takes few days for a withdrawal to be processed and especially when they do document checks. They have multiple departments one is for documents check ups another for processing transactions etc. so each of them have to do their job to complete the full circle.

Edited by crazyrightmeow

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Just now, crazyrightmeow said:

It was always like that it just depends from casino to casino how fast they do it, bigger casinos have more customers so it takes longer. You have to understand that you are doing business with them at their terms since they are a company that provides a service\product. It depends from withdrawal method how long it takes, sometimes it takes few days for a withdrawal to be processed and especially when they do document checks in most of the cases.

I use an eWallet, so it should be fast. There is nothing in their T&C's regarding timelines for withdrawals in such cases, at least from what I've read.Again I will say this, because I am still confused by your reply, the documents have been verified, they show as approved on my account, so do not understand the case for " they do document checks " as these have been done.

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12 minutes ago, newguy said:

I use an eWallet, so it should be fast. There is nothing in their T&C's regarding timelines for withdrawals in such cases, at least from what I've read.Again I will say this, because I am still confused by your reply, the documents have been verified, they show as approved on my account, so do not understand the case for " they do document checks " as these have been done.

The likeliness is they are scrambling like fuck in the background trying to find something to push back on. If they can’t avoid paying due to a squeaky clean SOW they will be trying to find a way to invoke a breach of third party payments etc or something trivial like that. I’d strap yourself in for a lengthy wait, I don’t know how video slots work but I’d like others they won’t be in a hurry to pay 

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2 minutes ago, Gkell727 said:

The likeliness is they are scrambling like fuck in the background trying to find something to push back on. If they can’t avoid paying due to a squeaky clean SOW they will be trying to find a way to invoke a breach of third party payments etc or something trivial like that. I’d strap yourself in for a lengthy wait, I don’t know how video slots work but I’d like others they won’t be in a hurry to pay 

This is what I was thinking as well. They do seem not to be in a hurry, but either way, this money isn't winnings or anything. Its my deposit so I would expect them to give it back to me. Money came from my paypal account, which was funded from my UK based bank account. It is a very confusing behaviour for a delay, I don't understand and this is driving me crazy. I've never had this happen to me in my life.

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9 minutes ago, newguy said:

This is what I was thinking as well. They do seem not to be in a hurry, but either way, this money isn't winnings or anything. Its my deposit so I would expect them to give it back to me. Money came from my paypal account, which was funded from my UK based bank account. It is a very confusing behaviour for a delay, I don't understand and this is driving me crazy. I've never had this happen to me in my life.

Yeah i had a dispute with casumo for £25K which wasn’t nice. Compiled endless amounts of proof of earnings, house deeds etc only for them to refuse to pay. I got their ADR involved who also refused. Took a lot of time effort and money with solicitors for them to agree to pay. 
 

I had a big blowout when I won the money only to have to fight for years to actually get it 

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34 minutes ago, newguy said:

I use an eWallet, so it should be fast. There is nothing in their T&C's regarding timelines for withdrawals in such cases, at least from what I've read.Again I will say this, because I am still confused by your reply, the documents have been verified, they show as approved on my account, so do not understand the case for " they do document checks " as these have been done.

Once is processed is fast but someone has to process the transaction first mate. Department that is checking something with your account of documents has to do their job and then they have to process your transaction.
Sometimes it takes few days for them to do their job. I know it can suck if you need the money fast but there is nothing you can do right now but wait so dont overthink it and relax you will get the money if your documents are approved and everything is in check.

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12 minutes ago, Gkell727 said:

Yeah i had a dispute with casumo for £25K which wasn’t nice. Compiled endless amounts of proof of earnings, house deeds etc only for them to refuse to pay. I got their ADR involved who also refused. Took a lot of time effort and money with solicitors for them to agree to pay. 
 

I had a big blowout when I won the money only to have to fight for years to actually get it 

You may have said previously but why didn't they payout to begin with and why did they agreed to pay out in end? 

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1 minute ago, Jok3st3r said:

You may have said previously but why didn't they payout to begin with and why did they agreed to pay out in end? 

Kicked back on every part of the SOW to be fair. The most comical bit was I showed profit on a house sale 6 months prior around £400,000 sale including lots of business transactions and they claimed there was no way of knowing that’s what that money was used for. I had £25K land in the account a day prior from a customer and they claimed it was a third party payment. 

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Hard to show a timeline really because they held all documents etc on their own system and was all lost when they disabled my account with the cash still in it 

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I am still confused here guys. They have no clue in support, there is a backoffice team doing something nobody knows and my money is still stuck for I have no clue how long.

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