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VideoSlots – Complaint about ‘Source of Funds’ + refund

Ruling

Resolved - Videoslots inform us that this player's issue has been resolved. The player is non-responsive to our requests for an update on the situation so we assume that they have been paid and are happy.

Read our Videoslots Casino Review.

Player's Complaint

3 weeks ago, I was asked to fill out a 'Source of funds' document, in order to comply with casino regulations and money laundering concerns. I duly filled it in and stated that the source of my funds came from Savings in a Halifax Isa, which were mentioned in the form and sent back to Videoslots casino. Two weeks ago I received an email asking me to send documentation in which I duly did. I sent in my Halifax ISA savings certificate, as well as my Halifax Bank Statement, and also my Barclays Bank statement (with whom the majority of these transactions were made through after transferring money from Halifax to Barclays). Here is a email transcript with the incident number I sent them April 26 2018

Dear Sir/Madam#[SUPPORT ~IKM-142-45091]: Source of Wealth Proof

As a regular customer on Videoslots, of which I have deposited large sums of money over the following months, I find it hard to believe that I am being treated like a criminal here.

If you look on the original 'Source of Wealth' document, which was completed and sent to you a couple of weeks back, it states that the source of my funds came from mySavings account ISA Halifax, monies which were transferred from Halifax to Barclays in order to deposit on my Barclays card.

If you require proof of this, I will submit a copy of my Barclays bank statement detailing all of the Bank Transfers from Halifax Bank to Barclays, which were subsequently deposited on Videoslots.

I feel, that you as a company have not really studied the original source of wealth declaration which was filled in by me a few weeks ago, so please go back and study it. You will, as I said, find that all the details are correct, and I am in no way misleading you. When I receive a copy of my Barclays statement, I will forward this to you with all the relevant transactions and Bank Transfers, in order to satisfy your requirements.

I feel that in this instance some sort of compensation is due to me for all of this unnecessary delay'

Since then I have sent them several more email, none of which they have replied to. Their customer service is atrocious. I have no way of depositing or withdrawing. Every time I send them these docs, they are rejected. Therefore I would like all my original deposits back from them.

Read the casino review

5 Responses

ThePOGG
May 01, 2018

Hi ladge1 - welcome to ThePOGG.com!

Before we go any further I need to be absolutely clear with you regarding our role in this process. Conforming 'source of wealth' when players pass certain transaction levels is an absolutely essential part of fraud prevention and anti-money laundering policies. While I understand that these processes can be frustrating, we will not pressure operators not to engage them at appropriate junctures as this is a practice that all operators should be engaging. Nor will we pursue a refund based solely on frustration with this process.

From what I can make out above the issue is that you've transferred funds from your Halifax account to your Barclays account in order to deposit. Have you managed to provide a statement for your Halifax account yet?

Thanks,

ThePOGG

ladge1
May 01, 2018

Hi,

Yes, I have provided the statement for my Halifax account, detailing my ISA savings, and also the transactions. However, they are still refusing it!

I do not know what else to do? Which is why I have sought your assistance in this matter.

ThePOGG
Jun 22, 2018

Hi ladge1,

I've finally managed to get through to the right person at Videoslots to discuss this issue. They inform me that this problem has now been resolved. Can you confirm this?

Thanks,

ThePOGG

ThePOGG
Jul 02, 2018

Hi ladge1,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Jul 09, 2018

Hi ladge1,

If we haven't heard from you by Friday the 20th of July I'll assume this issue is resolved 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.

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