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Video Slots – Refusal to pay out winnings

Ruling

Found for the Casino - This player refused to engage with casino security requirements and as such there's nothing we can do to help them.

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.

Read our VideoSlots Casino Review.

Player's Complaint

Hi there

So I signed up to Videoslots on Thursday 16th July. I deposited £200 and recieved £200 in bonus money. I managed to get through the wagering requirements, and at that point my balance was £593.23.

When I tried to withdraw, I was asked to provide documentation and identification. I did so, and a day or two later I tried to log on and found my account closed. I live-chatted them, and was informed that I would need to take a phonecall.

This was where our issue really arose. When checking the mobile number to call, we realised I had entered the digits wrong by one single number - a simple typo, a little mistake on my behalf.

I was then informed that this was against terms and conditions and they would be closing my account and keeping the money - in their eyes, this was me deliberately giving them false information. I disagreed, said it was a mistake, and asked them to reconsider or - at least - to give me my initial deposit back.

They did not reply.

I would appreciate help in this matter, and thanks in advance for the service you provide!

[EDIT]

Read the casino review

6 Responses

ThePOGG
Aug 11, 2015

Hi udave360 - welcome to ThePOGG.com!

Before I can do anything to help you I need you to provide me with the username and email address you use at Video Slots casino.

Thanks,

ThePOGG

ThePOGG
Aug 21, 2015

Hi udave360,

To give you an update on this issue, I am currently discussing it with the VideoSlots team.

3 complaints have come in from different players that are all are about exactly the same phone number issue.

To be clear - we have sent a large number of players to VideoSlots casino and never had a single complaint surrounding the phone call verification procedures at VideoSlots casino, so having 3 come in over such a short space of time is a little unusual.

It's also unusual that none of the 3 complaints come from players that signed up through this site, meaning that this isn't a case of players who frequent the site returning when they had an issue.

As complaint mediation sites go, we're by far the smallest of the 3 substantive complaint sites (probably by a factor of 100 in comparison to both CasinoMeister or AskGamblers). That 3 complaints all of the same nature, none of whom used this site to sign-up, all end up at the lowest profile of the dispute services while there are no recent similar complaints at either of the larger dispute services is substantially unusual.

Obviously the above isn't conclusive in any regard, but it is usual enough that I do intend to provide the casino with the necessary time to put together a complete complaints package to justify their actions.

I'll get back to you when I've reviewed the casino's submission.

Thanks,

ThePOGG

ThePOGG
Sep 03, 2015

Hi udave360,

Firstly apologies for the delays. Our previous contact with Video Slots has moved on since we last needed to speak with them. As such I've had to spend some time opening up a new channel of communication with the right people within the group to discuss this issue.

That appears to have happened now and I hope to make progress with this complaint shortly.

Thanks,

ThePOGG

ThePOGG
Sep 08, 2015

Hi udave360,

I've spoken to VideoSlots about this issue. They've informed me that:

"both the number on his account and the one he later gave us are not working. We have asked him for a time when we can call him but he always postpones."

You need to comply with casino security requirements promptly or I can't do anything to help you.

Please contact Video Slots with a correct phone number and a time you can be reached asap.

Thanks,

ThePOGG

ThePOGG
Sep 16, 2015

Hi udave360,

Have you contacted VideoSlots to arrange for phone verification?

Thanks,

ThePOGG

ThePOGG
Sep 21, 2015

Hi udave360,

If I've not had any response from you by Friday the 25th of September I'll assume that you're not prepared to complete the necessary security verification procedures and close this complaint.

Thanks,

ThePOGG

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The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.