Video Slots – complaint
Found for the Casino - This player provided a false phone number at time of sign-up. This is clearly prohibited within the Video Slots terms and conditions which lead to extensive delays and discussions. Despite this clear breach of terms, Video Slots decided to accept a phone number later provided and verified the account successfully. As such the player's account was reopened and they have been allowed to withdraw their funds.
It should be noted that we have significant concerns about this complaint and 2 other complaints of a very similar nature that came in during a short time frame, all from similar geographic areas, none signed up through this site. In short, while we don't have enough evidence to prove it at this stage, we suspect that the involved complaints came from non-genuine players.
This site is not entirely comfortable with the decision made by Video Slots in this instance. If the player was not going to be paid due to providing an incorrect phone number, there was no point in asking them to provide a genuine number and complete the phone verification. This consequently created a lot of unnecessary stress.
Read our VideoSlots Casino Review.
I joined videoslots on the 16th June 2015. Immediately it was requested i sent in the following documents
- Identity proof
- Address proof
- Payment proof
After I have sent in my passport, council tax bill and screen shot of my payment method i received an email explaining they had tried to call to ask why there was differences from my passport ([EDIT] not [EDIT], and [EDIT] NOT [EDIT]) as my name and date of birth. They were unable to contact me at the time on the number given as this was a fictional number due to late night call and texts from various third parties so i choose to not share a contact number with anyone other than family. I further explained I did not want my husband to find out about my online gambling so calling wouldn't be a solution. The reasons for the differences was simply a typing error from my passport which i emailed and was accepted and my account was "fully verified" so at this point i made my first deposit. I then played and ended up £214 in profit after various bonus's. I left my money in the account to play at a different time.
When this time came maybe 5 days later my account was "locked" without no notification from video slots at all which i found rude and unprofessional.
Various emails conversations took place regarding a phone call which i had explained previously I had already told the customer services advisor the number was not a real one and that he knew that before verifying my account and allowing me to deposit and play. It was then forwarded to the "security team" who took over two weeks to reply. The reply was a simple one that the account would remain blocked with no return of funds as it failed security checks and they would only call the number on the account. I have explained on numerous occasions the number on the account is not a real one and could not understand what would be achieved by simply speaking to me on the phone AFTER i had provided more than enough official documentation. If i wanted to chat to somebody on the phone about my gaming surely i would just go to a casino.
.They are flat line refusing to call any other number should i change my mind and will not even return the initial deposit.
Read the casino review
Leave a Reply
You must be logged in to post a comment.